TotemUSA Warranty & Return Policy
Congratulations on your Totem electric bike purchase! We are excited to share our products with you
and strive to achieve 100% customer satisfaction throughout ownership of your Totem. We genuinely
want you to be happy with your Totem electric bike. From the moment you unbox and assemble the
bike throughout the life of the product, we will be here to support you.
Totem bikes purchased directly from TotemUSA will receive the following service regarding returns and
refunds:
The Totem Warranty:
Frame & Fork – Lifetime Warranty
Battery – 1 Year Warranty
Motor – 2 Year Warranty
Display – 2 Year Warranty
Wearable Parts – Tires, Tubes, Brakes – 30 days from delivery
Warranty Registration: You must register your Totem electric bike for our warranty program within 30
days of delivery. Please visit our website at www.totemusa.com to register by providing your original
order details, including retailer and order number, along with the model and serial number, which can
usually be found on the bottom bracket underneath the pedals. For mid-drive motors, the serial number
may be located on the bottom face of the motor.
First things first – Did your bike arrive in good condition?
Throughout our experience shipping electric bicycles direct to customers nationwide we have designed
and engineered our packaging to withstand its journey to your door. Finding what works and what does
not work is the key to successfully shipping a large item to our customers. Our box has been approved
by Bike Flights, the national bicycle shipping experts, as well as UPS and FedEx parcel courier services, to
withstand multiple six-foot drops without damage to the bike. We kindly ask that you hold onto the
original packaging for the first two weeks while ensuring you are satisfied with your purchase. While
shipping bicycles is not rocket science, neither you as the customer, nor TotemUSA wishes to ship a
large item unnecessarily. For returns, while TotemUSA will pay for return shipping, but we do not
provide empty boxes to ship the bike. Because the packaging was specifically engineered for your bike,
the box itself can be re-used to ship your bike anywhere.
Shipping Damage - TotemUSA offers a specific set of guidelines for handling issues with shipping
damage:
We kindly ask that you thoroughly inspect the bike upon arrival for any components damaged in
shipping. We ask that this initial visual inspection be completed within 14 days of the delivery. This
window allows us to process shipping damage claims with our agents to resolve situations outside of
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