eBike Online Purchase - Order Questions
Shop for an eBike Online With Confidence
The Tower Electric Bike Quality Guarantee
We're confident that you'll be overwhelmed by the world-class quality of our Tower eBikes and electric bike accessories. In fact, we back all of our Tower products with a 30-day money back guarantee. If you are not satisfied beyond your expectations with your purchase FOR ANY REASON you may return it in its original condition within 30 days of receipt for a full refund (or exchange) less shipping charges. It's that simple. See our full eBike returns policy for details.
A Trusted eBike Brand that Values Your Privacy
Secure Online eBike Shopping
You can shop for eBikes and accessories with confidence on the Tower Electric Bikes website. Every page of our site including all checkout pages is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. In fact, many security experts believe that online purchases using SSL encryption are far safer than using your credit card in person at a restaurant or department store.
eBike Order Status & Tracking
Q. Has my order shipped?
A. Click the "order status" link at the bottom left hand side of our site to check your order status.
Q. How do I change quantities or cancel an item in my order?
A. The easiest way to check the status of your ebike online purchase with Tower is to simply reply to your order confirmation email and let us know what changes you want to make. We check customer service emails regularly, so if you reply the same day you ordered, we'll definitely see the change request before your items will be shipped the following day. We'll make the changes and confirm via email. You can also call us during business hours toll-free at 866.622.4477, or at 858.362.4082. Please note that once an order has shipped, we can no longer change your order.
Q. How do I track my order?
A. Click the "order status" link at the bottom left side of our site to track your order.
Q. My eBike online purchase hasn't arrived yet. How do I check if there's an issue?
A. Click the "order status" link at the bottom left side of our site to track your order. Be sure that all of the items in your order have shipped already. Click on your order number to see details. If you order displays a shipment tracking number under "Shipping details", check with the shipper's website to confirm that your packages were delivered. All eBikes are sent via Fedex, so check their website if you're tracking an eBike online order. If you ordered something besides an eBike and your tracking number starts with "1Z", that's a UPS shipment. If it's not a UPS tracking number, then it's likely a USPS shipment. If your packages each show a status of "delivered", please first check around your house/business for potential drop-off locations or check around with your neighbors to see if someone else received your package. 99% of the time, this is the case if your tracking number shows as being delivered. If you still can't locate it, email us at firstname.lastname@example.org or call customer service toll-free at 866.622.4477, or at 858.362.4082 for assistance.
Q. An item is missing from my shipment. What should I do?
A. Click the "order status" link at the bottom left side of our site to track your order. Be sure that all of the items in your order have shipped already. Click on your order number to see details. Follow the same process as above.
My Tower Electric Bikes Account
Q. How do I create an account?
A. Click the my account link at the bottom left side of our site. If you don't already have an account, this will take you to the account login page. Click the register button at the bottom.
You can also create an account automatically the first time you order something and check out of our store. The same email address you used for your order will be your login email.
Q. How do I edit my account information?
A. Click the "my account" link at the bottom left side of our site. This will take you to a summary page. You can edit any section by clicking the blue edit links.
Q. I forgot my password. How do I retrieve it?
A. Click the "my account" link at the bottom left side of our site. If you are not already logged in this will take you to the login page. Click the link to the right of the login box that says "Forgot your password?" That link will send an email to you. Follow the directions to reset your password.
eBike Online Shipping & Returns
Q. How much is my shipping?
All Tower Electric Bikes ship free. Every purchase over $100 ships free. Most everything else ships for a $5 flat rate shipping fee. There are a few exceptions. See our best electric bike shipping policy page for more details.
Q. When will my order ship?
Typically orders ship within 1-2 business days of ordering. Usually, it's the following business day that it will ship, but we reserve 1-2 business days to ship. Note that time in transit is in addition to this shipment processing time. Please see our shipping policy for more details.
Q. Do you ship to my country?
A. If you live in the US, then yes. If you live outside of the US, sorry but we do not currently ship to any other countries. Check back down the road as this will likely change in a year or two.
Q. What is your return policy?
A. We have a 30-day money back guarantee. Please see our return policy for complete details.
Q. How do I return my product?
A. Please visit our return policy page for detailed information on returning an item.
Q. I received the wrong product. What should I do?
A. If you feel that you have received the wrong product, the easiest way to remedy the situation is to reply to your order confirmation email and let us know what you received and didn't receive. We'll investigate and confirm via email. You can also call us during business hours toll-free at 866.622.4477 or at 858.362.4082. If you need to return a product, visit our Returns Policy page for more information.
Online eBike Payments & Financing
Q. What are my payment choices when buying an eBike online?
A. We currently accept Visa, MasterCard, American Express, and Paypal for immediate purchases. Our partner Affirm offers financing and payment plans to qualified customers.
Q. Do I have to pay sales tax?
A. The online sales tax world is an evolving environment, so where we collect sales tax is determined by the state you live in and this changes from time to time. We have an automated system that adds sales tax to your order if your state's law requires us to do so. The state sales tax determinant is the address we ship your order to.
Q. I have a question on my charges. How do I inquire?
A. Click the "my account" link at the bottom left side of our site to review your order details. You may compare your order history on our website, with your financial records. If you have further questions or concerns, the easiest way to remedy the situation is to reply to your order confirmation email and let us know what you believe the mistake was. We'll investigate and confirm via email. You can also call us during business hours toll-free at 866.622.4477 or at 858.362.4082.
Q. How do I get a copy of my receipt/invoice?
A. Click the "order status" link at the bottom left side of our site to track your order. Then click on the order number that you want an invoice printed for. This will take you to the detail page for your order and there is a blue link that reads, "Click here for a printable copy of your invoice".
Q. When will my credit appear on my account?
A. We batch returns every 2 weeks. Depending on your bank, it can take from 2-6 business days from the time we credit you back for it to show up in your account. Thus the timing of your credit is usually from 1-3 weeks from the time we receive your return.
Q. When will my credit card be charged?
A. Your credit card will be charged at the time you place your ebike order online. To expedite orders, the fulfillment process is initiated as soon as you place your order.
Online eBike Shopping Tips for our Website
Q. How do I find a product?
A. To find the product(s) you're looking for, you may either use the top or side navigation menus on our website, or simply type a keyword into the search box at the top right of our site. If you have any trouble locating a product, email us at email@example.com or call us during business hours toll-free at 866.622.4477 or at 858.362.4082.
Q. How do I navigate the Tower Electric Bike website?
A. To navigate this website, simply click on a category you might be interested in. Categories are located on the top and left navigation.
QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the search box to quickly find a specific product. If you have any trouble locating a product, email us at firstname.lastname@example.org or call us during business hours toll-free at 866.622.4477 or at 858.362.4082.
Q. How do I use a coupon?
A. You are taken to the shopping cart page by adding items to your shopping cart or by clicking the cart icon at the top right of our website. Click the "+COUPON CODE" on the right side of the cart to display an input box. Type in your coupon code and hit "apply code" and it will apply the coupon. Note that we rarely offer coupons, so if you are not already aware of a coupon code it isn't worth your trouble to email us asking us about coupon codes. That coupon code box is just there so we can accommodate them on the rare occasions when we do. There are no "standing" coupons.
If you have any other questions, contact us.
eBike Parts & Accessories