Opened the box and something's missing? Don't worry — we'll get the missing parts to you right away at no cost.
Step 1 — Check What's Missing
Before contacting us, take a moment to review everything in the box:
- Lay out all parts — remove everything from the box and packaging materials
- Check the packing list — most bikes include a printed parts checklist inside the box. Compare what you have against this list
- Check inside all packaging — smaller parts (bolts, tools, reflectors) can get hidden inside foam inserts or tucked into corners of the box
Common parts that may appear missing but are actually tucked inside packaging:
- Pedals (often in a small bag inside the box)
- Assembly tools (hex keys, wrenches)
- Charger (sometimes packed under foam inserts)
- Quick-start guide and manuals
Step 2 — Contact Us with Photos
If you've confirmed something is missing, reach out to our support team with:
- Your order number
- Bike model
- A list of the missing parts
- Photos of:
- Everything that was in the box
- The packing list (if one was included)
- The shipping label on the box
Contact us here: Submit a Support Request
Step 3 — What Happens Next
Once we confirm the missing parts, we'll:
- Ship the missing parts to you at no cost — and provide a tracking number once shipped
- Replacement parts typically arrive within 3–5 business days
If a part is temporarily out of stock, we'll let you know the estimated timeline right away.
Frequently Asked Questions
Q: Can I still assemble the bike if a part is missing?
A: It depends on the part. If it's a minor accessory (reflector, bell), you can safely assemble and ride the bike. If it's a critical component (pedals, seat post, charger, handlebars), wait for the replacement before riding.
Q: I bought my bike from Costco — should I return it?
A: Contact us first. We can usually ship the missing parts directly to you much faster than returning and reordering the entire bike through Costco.
Q: How do I know what parts should be in the box?
A: Check the packing list included in your box, or contact us with your bike model and we'll send you the full parts list.