The Tailwind E-bike Service Policy Explained

As electric bikes become more popular, we’re seeing more riders discover how fun, fast, and functional e-bikes can be. We’re big fans of this growing community—and we’re here to support it safely and responsibly. That’s why we’ve had to put a few boundaries in place when it comes to which e-bikes we service.

We want to explain our current policy, not to turn anyone away unnecessarily, but to be transparent about our limits and prioritize the safety of our shop, our staff, and our neighbors.

Our Current E-Bike Service Policy

We will only service e-bikes that meet these criteria:

• Electrical systems from Shimano or Bosch we are a certified Shimano and Bosch servicer. 
• UL-certified e-bikes can be brought in for mechanical service – like shifting issues, wheel, tube, or tire replacement, or other minor mechanical repairs. We will not service any e-bike without UL certification (Standard UL-2849).
• Electrical service is only provided if the brand supports independent bike shops – meaning they have a shop network or provide service documentation and parts.
• No scooters or electric motorcycles – if it doesn’t have working pedals, it’s outside the scope of our shop.
• No e-bike conversions or bikes with unsafe brakes – rim or drum brakes can’t safely handle e-bike speeds and weight.

We assess each e-bike individually and reserve the right to decline service based on safety concerns.

Why We’re Careful with What Comes In

There’s been a wave of cheaply made e-bikes flooding the market through Amazon, Walmart, and similar outlets. These bikes often look great on paper—but we’ve seen serious flaws up close. One disturbing trend: misaligned brake mounts welded onto frames, which leads to premature pad failure and, eventually, total brake failure. The specific issue is that the lower part of the brake pad wears away and leaves a tab. The tab on each brake pad side eventually meet, and when that happens the brakes can’t contact the rotor and stop working. This happens suddenly and without warning.

Even more alarming is the risk of battery fires. Poor-quality batteries without UL certification can experience thermal runaway, a dangerous chain reaction that causes extreme heat and fire. While this usually happens during use or charging, it can happen while the battery is sitting. As our shop is located in a residential building, we simply cannot risk the lives and property of others by bringing unregulated batteries into our space.

We’re Here to Help – Within Reason

We know this policy may feel limiting, but it’s built on years of experience and a deep commitment to doing things right. If you’re unsure about whether your e-bike qualifies, stop by or give us a call – we’ll be honest and helpful, even if we can’t take on the job ourselves.

We appreciate your understanding and your passion for riding. The safer we all are, the longer we get to keep enjoying the ride.