The short version
In the San Francisco Bay Area, Friiway works a little differently. Friiway partners with The New Wheel for everything in-person. The simple rule: subscription management support goes to Friiway. Bike support goes to The New Wheel.
Why the Bay Area is different
San Francisco is where Friiway got it's start. We developed the idea of a dealer based subscription product in partnership with The New Wheel. The goal was to make it as easy as possible to start riding and build confidence towards a future purchase. We then took this model and the tools we build to other dealers across North America. That's where Friiway as a marketplace comes in - see Friiway and Your Local Shop — Who Does What for the full picture.
Meet The New Wheel
The New Wheel has three locations serving Friiway riders:
San Francisco: 1031 Valencia St.
Larkspur: 14 E. Sir Francis Drake Blvd.
Oakland: 1446 Leimert Blvd.
All shops handle Friiway test rides, pickups, returns, and service appointments. Visit newwheel.net for current hours, phone, and to book a service appointment online. Drop-ins are welcome during shop hours, but service appointments are recommended.
Self-serve at account.friiway.com
The fastest path for these four actions:
View your subscription
Submit a return request
Edit your contact info
Change your payment method
The portal handles routing automatically. For example, when you submit a return request, we'll coordinate the drop-off appointment with The New Wheel and email you a scheduling link.
Who handles what — Bay Area edition
If you want to… | Where to go |
View your subscription, change payment, edit contact info | Portal at |
Submit a return/cancelation request | Portal |
Swap to a different bike | Friiway |
Buy out your subscription bike | Friiway |
Apply your subscription credit toward a new bike purchase | The New Wheel |
Book a test ride | The New Wheel (newwheel.net) |
Schedule a service appointment | The New Wheel (newwheel.net) |
Pick up your bike for the first time | The New Wheel — we'll email you to coordinate |
Drop off your bike for a return or swap | The New Wheel — after we schedule it with you |
Roadside assistance when you're stuck mid-ride | Better World Club — see Roadside Assistance |
Anything you're not sure about | Friiway — no wrong door |
What this looks like as a new rider
When you subscribe in the Bay Area:
Complete checkout at friiway.com and complete your New Subscriber Form
Once your bike is ready we'll notify you to schedule an appointment at The New Wheel who will walk you through your bike's features and makes sure you ride away confident.
From that point on, The New Wheel is your home shop for tune-ups, repairs, and bike-specific questions. Friiway handles your subscription, billing, and account.
A few common scenarios
"My subscription renewed and I want to cancel." → Email Friiway. We'll coordinate your return at The New Wheel
"I want to swap to a longtail because we're growing as a family." → Email Friiway. We'll arrange the swap appointment with The New Wheel.
"My brake feels squishy." → Book a service appointment at The New Wheel directly (newwheel.net).
"I think I need a smaller frame." → Email Friiway. Frame size changes are subscription swaps, so we coordinate.
"My bike was stolen." → Email Friiway.
"I need to update my payment method." → Use the portal at
account.friiway.com.
Got a Friiway subscription through your employer's program?
The basics above still apply, but your program may add specific touches around pickup, return, or billing. If you're enrolled, you'll see a program-specific article in your Help Center with the details. If you can't find it, email Friiway and we'll point you to the right place.
Roadside assistance
If you have a flat or mechanical issue while riding and can't safely get yourself home, you have two roadside assistance calls per year through Better World Club, included with your Friiway subscription. See Roadside Assistance for the number and details. Save it in your phone now.
"I'm not sure who to contact"
Default to Friiway. Email [email protected] or chat with us at friiway.com. If your question is specifically about the bike — a sound, a feel, a part — The New Wheel team is the fastest path. But if you're not sure, come to us and we'll route you. There's no wrong door.