Has something gone awry with your Jetson? So frustrating. Don’t worry: We’re here to help.
If you’ve been using your product according to our user manual and it is showing signs of a defect or malfunction, you may be eligible for a replacement. All brand-new Jetson products are covered by one of Jetson Limited Product Warranty policies ; remanufactured products are covered, too, for 90 days from the purchase date.
Where to start
If you’re having a problem with one of our bikes or e-bikes and want to inquire about repair in or out of warranty, a good place to start is one of our partner service centers. They'll help assess the issue and the path forward, including whether any potential repair work is covered under our warranty.
If you have another kind of Jetson (or there's not a convenient bike shop near you), reach out to us via chat. J., our superstar virtual assistant, will get you started on the path to exploring warranty coverage and/or possible solves. Here’s what J. will ask you for:
- Your name, contact info, and shipping address
- The model name of your Jetson product or its SKU, and/or its serial number
- A description of the problem
- Information about any water or impact damage that your product might have endured
- Date of purchase
During office hours, J. can immediately connect you with a live member of the Jetson Care Team, who will assess the situation, let you know if your claim is approved, and chat with you about the next steps. (If it’s after hours, J. will share your information and you’ll get a personal follow-up with all of those details.)
You may be asked to ship your product back to us—using a prepaid shipping label and at no cost to you—so that our technicians can look into what went wrong. In the meantime, we’ll work quickly to get a replacement headed your way. (Our goal: to get you riding again asap!)
Filing a claim using your extended warranty
If you’d like to file a claim outside of the warranty coverage window for your product—and you’ve purchased an extended warranty—you’ll need to file it directly with Extend. Extend will take care of you from there—and help you get back on the move in no time.