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FAQ
Q: How does after-sale customer service/ warranty work?
A:
When you have problems with your bike, please message us on the website where you bought the bike.
We will reply to you in one business day. It is best to describe your problem in details, and make a video to
show your concern, it is the fastest way to solving your problem.
Example: My bike does not work. The customer should tell us that the display can be lighted up, but the
throttle does not work. When you have electrical problems, the first thing we want to know is the display
can be lighted up or not, (The condition of the display will help us to distinguish how to solve the electrical
problems), then please provide more details about how it happens and the symptom of the problem. We
will report your problem/video to our technician team, and give you a solution. If your bike is under
warranty, we will arrange spare parts from our warehouse in the USA.
Q: I'm tech inclined and think I can fix it myself,does that void the warranty if I do?
A:
No, we always like to work with and support customers who are resourceful enough to fix an issue on
their own, and we will provide plenty of tech support over email to guide you through the process. It saves
wasted time and expense in shipping and it can be a useful and fun learning process. Please contact us
before attempting a DIY repair, however, as some things have non-obvious complications.
Q:Why is the charger hot?
A:
When the battery is charging, it is normal that the charger is getting hot, because part of the energy is
converted into heat energy when converting AC to DC. As long as there's no smell, you don't need to worry
about it. However, it's better to put it in a ventilated place, because the heat will accelerate the aging of
electronic components
Q:What is the range of this bike?
A:
We try to give an exact number, but the range is related to the road conditions, rider’s weight, wind
resistance, ramp or not, and how you ride the bike. We test the bike on the city road, (slight wind, flat
highway, rider 160lbs, throttle, and pedal assist), the range is 20 miles. Suppose you can ride 16-23 miles. It
is normal. Full charging the bike, and pump up the tire full will Increase range.
Q: Can I ride the bike in the rain?
A:
Yes, ride the rain in moderate or light rain is no problem. Please make sure the bike is bone dry before
next riding, or the bike will cut-off randomly. But do not park the bike in rain and never wading in water.
The battery and controller have a self-protection program, they will cut the power if there is a short, but
water damage will destroy the the bike's electrics.
Q: What is the most important thing for maintaining battery
A:
Remember to charge the bike in time, and not leave the bike with an empty battery. Remember to
charge the battery every 2 months if you do not use it for a long time, or the battery will starve to death as
no power. It will result in a short-range or display can not light up.
Q: Do you have spare keys for the E-bike?
A:
Sorry, we do not have spare keys, but spare lock-set. You should replace the whole lock set if you
lost the keys. Remember to keep a copy of the key if necessary.
