Frequently Asked Questions

Shipping, Ordering and What's in Stock

To simplify your holiday shopping experience, we are extending our normal 30 day return policy on bikes purchased between November 1, 2019 and December 14, 2019.

In the event you need to return or exchange your bike purchased between November, 1,2019 and December 14, 2019 and are in the United States you can return your bike up until January 15, 2020. We will cover the cost of shipping provided that the bike is undamaged (Canadian and or international orders are excluded from returns, though).

Our bikes typically ship the same or following day after the order is placed. (*Provided the bike is not backordered)

Once shipped you can expect your bike within 1-5 business days. When your bike ships you will receive a tracking number via email for a more exact delivery date.

Yes, FREE shipping is available for all orders over $19 to all USA customers (this includes Hawaii and Alaska).

For orders under $19, we charge a $8 shipping & handling fee.

Expedited shipping options are available on our website to all USA customers.

Military addresses:

We do ship to Military addresses for free, and instead of UPS, we may ship the bike using USPS. There are no returns on our products for APO, DPO, or FPO addresses.

Shipping to Canada

When buying to ship to Canada direct from our website , shipping is a flat charge of $100 for one bike. We pay any and all additional charged taxes duties or tariffs beyond the $100 (which often ranges from $40 to $80 plus dollars). If you order more than one bike to ship to Canada, the shipping price increases.

Due to the shipping expense for Canadian orders from our website, there are absolutely no returns or exchanges accepted for any woom bikes or accessories shipped to a Canadian Address.

Upcycle memberships are not available in Canada.

If you have any questions about shipping, feel free to contact us:

855-966-6872

When buying to ship to Canada from our website shipping is a flat charge of $100 for one bike. We pay any and all additional charged taxes duties or tariffs beyond the $100 (which often ranges from $40 to $80 plus dollars). If you order more than one bike to ship to Canada, the shipping price increases.

Due to the shipping expense for Canadian orders from our website, there are absolutely no returns or exchanges accepted for any woom bikes or accessories shipped to a Canadian Address.

Upcycle memberships are not available in Canada.

If you live in Austin, TX, we encourage you to stop by to get the perfect bike. We do have bikes available for purchase in our showroom for walk-in customers at this location:

2311 West Rundberg Ln. Ste. 100. Austin, TX 78758

If you are buying from our website and live in Austin, TX, you may choose to have the bike shipped or choose “Local Pickup” at checkout.

If your bike is currently showing as "available soon" on the site, at this time, this means due to high demand we are sold out of this particular model/color combination for the remainder of 2019 and will not have availability until January 2020. You can request to be put on a waitlist to be notified when the bike becomes available for pre-order. Please check other available colors if you need the model sooner. If you have any questions please feel free to email us or call us at 855-966-6872 or send us an email to

usa@woombikes.com

We maintain consistent year-round pricing and do not discount our bikes.This means that you are going to get the best price on a new woom bike today, and you don't need to wait for a sale or worry that it will be discounted later.

We only sell new models to the public. Our upcycled bikes are donated to local elementary schools and charities. Although our company doesn’t manage or track used woom sales, we’ve noticed that many used woom bikes can sell for ¾ (or more) of their purchase price, which is a testament to the value of our product.For more information on pre-owned woom bikes and our resale values we encourage you to read the following article:

Where Can I Find a Used woom Bike?

Yes. Our bicycles are delivered in a way that everyone can build the woom bike ready for the road in just a few simple steps - easy! All brakes and even gears are perfectly tuned/assembled, so no adjustment work is needed! Every bike comes with a wrench for the pedals and an allen key to tighten the needed screws. Easily understandable assembly instructions, included with each bike, will guide you through every step.

We now include a kickstand with a purchase of our woom 2 - woom 6 classic bikes.Woom 1 and 1plus do not come with kickstand however, as an optional accessory, we do offer a wooden bike stand, which allows you to store or stand the bike in an upright position.Our woom OFF 4-6 mountain bike models do not come with a kickstand included.If you previously purchased a woom bike without a kickstand or would like a kickstand for your woom OFF 4-6 they are available to purchase on our website.

Buy a woom wooden bike stand here

buy our kickstand here

Our classic woom 1-6 bikes come in the following colors: Red, Blue, Green, Yellow and Purple.

Our new woom OFF 4-6 mountain bikes are offered in a timeless matte black and silver. In addition every woom OFF is delivered with a set of stickers in four colors.( Blue, Green, Yellow & Pink) Place them on your rims and top tube to personalize your bike!

Our product pages always have the latest availability on color choices.

In the past, we have offered 'City,' 'Automatix' and other editions of some of our bikes, but we have discontinued these models. Our product pages always have the latest availability on style choices.

Yes, we accept credit cards. At the checkout, you will see all our available payment options which includes PayPal. You can buy online or feel free to call us if you prefer to order over the phone. 855-966-6872.

We always have something special for our customers and fans for Black Friday, like contests and giveaways, however, we maintain consistent year-round pricing and do not discount our bikes, even during Black Friday. You can follow us on social media or sign up for our Newsletter to stay updated on what we have in store for this year.

Exchanges and Returns

We offer a Free, 30-day return policy for all USA customers. In the event you need to return or exchange your bike within the 30-day return period and are in the United States, we cover the cost of shipping

(Canadian and/or international orders are excluded from returns)

Please do not hesitate to call us at 855-966-6872 or send us an email to

usa@woombikes.com

We will be sure to find a solution!

Sizing, training wheels and the freewheel

We believe getting your child on the right bike is extremely important and take height minimums very seriously.To ensure your child has the best riding experience possible, we suggest you follow the sizing recommendations,utilizing our “Sizing tool” located on the homepage or our site. We understand you may still have questions regarding the “perfect size” and want you to rest assured that our experienced Customer Service sizing experts in Austin, TX are here to help.Please do not hesitate to call us at 855-966-6872 or send us an email to

usa@woombikes.com

By law, woom is required to include a foot brake, also called “coaster brake,” on the 14 inch woom 2. We do offer an optional, $19 freewheel kit, however, and firmly believe that a freewheel makes for a better bike and a better riding experience. To learn more about this topic we encourage you to read the following article:

Freewheel vs. Coaster Brakes (Explained)

woom doesn’t sell training wheels as an accessory for our bikes because we don’t believe training wheels are beneficial; in fact, we’ve found that training wheels are counterproductive to a child’s learning experience. The trials and tribulations of generations past have shown us that training wheels teach all the wrong things, and that there are much simpler, better ways to start out. To learn more about this innovative approach we encourage you to read the following two full length articles.

Why to Skip the Training Wheels

Why Training wheels don't make sense

Upcycling and origin of our bikes

Buy an UpCycle membership once (per child) and when your child is ready for their next bike, you will send in the used bike (UpCycling it) to get 40% of the returned bikes cost good toward your purchase of the next size up woom Bike. We pay for all shipping in the UpCycle program. Even better: we use the UpCycled bikes by teaming up with nonprofits around the country that focus on youth bike riding for health.

UpCycle memberships are only available to customers in the contiguous United States.

No. The UpCycle membership can be purchased at any time. If the UpCycle membership is to be bought separately from the bike, upon its purchase please note in the comment field the order number of the bicycle, for which the UpCycling should be applied to.

They are often used for nonprofits and marketing purposes. We do not offer used or upcycled bikes for sale

Please send us an email with any other questions to

usa@woombikes.com

Helmets

We are aware of the Consumer Reports (CR) test results and were surprised that our small helmet did not pass all of CR’s tests successfully. After hearing this, we immediately initiated a series of tests at several Consumer Product Safety Commission (CPSC) accredited test labs. This helmet passed all of these tests as it did when we first introduced the helmet last year. CR’s tests are different than the CPSC’s and are not meant to determine compliance with the CPSC’s safety regulations. We are working closely with the CPSC to confirm that this helmet complies with these tests and is safe to use and trying to figure out why this helmet did not pass CR’s tests. In the meantime, we are confident that our helmet is safe and that you can continue using it.