Mate S and Mate X eBikes

Frequently Asked Questions

Frequently Askedicon

+ - It's a very low price for an E- bike. How is this possible?

Over the years we have leveraged large orders to create a huge network of reliable suppliers that consistently deliver quality products at the lowest possible price. 

Crowdfunding has been a big driving force behind keeping our costs low, as we can place large orders straight from production to customer, cutting out storage and other associated costs.

+ - Do MATEs come with a warranty?

Every MATE bike and battery comes with a two-year limited manufacturer warranty. If a manufacturer production defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc.

You can read more about the warranty in our Terms and Conditions.

Please contact our Customer Support through the Support button in the bottom right corner of the page, if you can’t find the information you need.

+ - Do I need a license to ride the MATE ?

A license is not required for MATE with 250W motors. As all 250W bikes are pre-set with a 15mph / 24kmh maximum speed, making them completely legal on public roads. The difference between the 250W and the 250+W is that the 250 model contains a 11Ah battery, and the 250+ contains the 14Ah battery, this does not affect the legality of the bike. 

All MATEs above 250w are in full compliance with the requirements for most states in the US. The US eBike certificate is called CPSC1512. Please note that in the EU, Canada, Norway, and Switzerland, the MATE 750 is legal when riding on private property (not the public road). If in doubt, please check your local regulations.

+ - Do I need insurance?

Insurance and registration can differ depending on location, therefore we would recommend that you check with your local authorities.

Accident and/or personal damages insurance is recommended.

+ - Is it possible to upgrade an existing MATE?

Yes! MATEs are built with a modular “plug and play” design so it is possible to replace and upgrade hardware easily.

You can see all accessories such as lights, racks, batteries, etc. available in our webshop.

+ - Certificate of Conformity

MATE X 250 and 250+ are in full compliance with all requirements for CoC. If you live in an EU country that offers subsidies on eBikes, you will be able to claim it on these models. The actual CoC certificate can be found in the manual that is included with the delivery of your MATE X 250 and 250+ models.

 

MATE X 750S is in full compliance with the requirements for most states in the US. The US eBike certificate is called CPSC1512. We do not have a CoC for the 750S at this time, but we are indeed looking into it. We are currently in the application process and are waiting for a yes or no. IF we are able to obtain a CoC for the 750S, we will immediately notify everyone and make the document public for you to download. As for altering the 750 specs to fit your needs, you can indeed raise or lower the set speed limit with the simple push of a button on the computer display.

Deliveryicon

+ - How are MATEs delivered, are they easy to assemble?

All MATEs are delivered with full instructions within the owner’s manual and will be shipped in a sturdy box. Most components are already pre-assembled, however, we have created a very simple step-by-step video to help you assemble the last remaining parts.

For those who are not very familiar with bicycles, it is highly recommended that you seek assistance from your local bike shop to have it assembled and set up before your first ride to ensure both optimal safety and comfort. 

+ - When will my bike be delivered?

If you have purchased a bike from our webshop and currently see the bike available in stock then it will be delivered within 2 to 3 weeks of the purchase completion. 

If the bike/product is available to pre-order, your order will be delivered 2-3 weeks after the “Available from” date.

+ - Are there any additional shipping fees for delivering to remote areas?

If you live in an area where shipping is difficult, such as in a remote location, additional shipping charges may apply. In addition, some shipping destinations such as remote islands may not be eligible for delivery.

If you think that you are living in a place where it is difficult to reach, please contact us through the Support button in the bottom right corner of the page.

+ - How long is the delivery time for spare parts/accessories?

The delivery time for any bike parts is the same as for orders from the webshop. If items are in stock, they will be delivered within 2 to 3 weeks. If items are not currently in stock, then it should be delivered 2 to 3 weeks after it has arrived in our warehouse. 

Returns & refundsicon

+ - Can I change/cancel my order?

You can change your order at any time whilst the order is still processing, please note that once the shipment has been arranged we are unable to change the order. 

*Please note that we can only change the order to another item that is currently in stock*

For webshop orders cancellations, we offer a full refund before the shipment has been arranged. Please be aware refunds can take up to 14 days to complete. 

For crowdfunding/campaign purchases; due to the nature of production we do not accept cancellations after the campaign has ended. 

If you need to change or cancel your order, please contact our Customer Support through the Support button in the bottom right corner of the page.

+ - What is my 30 day satisfaction guarantee?

All MATE bikes come with the “MATE-promise” return guarantee. We’re sure you’ll love your new MATE, but if you’re not happy, we guarantee a refund on orders returned to us within 30 days of delivery. 

All returned MATE bikes must be returned in a resellable condition: in their original packaging without damage or wear. If you wish to return your order, please contact our Customer Support through the Support button in the bottom right corner of the page.

#MATEpromise 

Paymenticon

+ - Which Payment methods do you accept?

We accept payment with all major credit and debit cards via Stripe.

We accept payments via PayPal.

We accept payments via Klarna in participating countries. Klarna gives you the option to pay after delivery, or to “splice” payments where you decide how much you want to pay each month.

We also accept installment payments with Splitit. You can read more about the installment plan in the ‘Can I pay in installments?’ section.

+ - Can I pay in installments?

You can pay in installments with Splitit. You can choose between 3, 6, and 12 months installment plan. Splitit is supported by all Visa and Mastercard credit cards.

You can also split your payment when you purchase via Klarna. Please see www.klarna.com for the terms and conditions.

Please note: Klarna is only available in Germany, Sweden, and Denmark

+ - Can my order be VAT free?

Yes, simply place in your company VAT Number upon check out when placing your online order. 

If you are ordering from EU territories not covered by the EU VAT rules, VAT will be automatically deducted from your order.

 

+ - How secure is shopping online with MATE.BIKE?

Very secure! We only accept payment with 3 layer identification as per EU law, which is why we use our trusted payment providers: Stripe, PayPal, Klarna, and Stripe. 

All four providers use TLS/128-bit SSL security encryption and HTTPS connections and are PCI compliant, which means that your data is always strongly secured.

 

Accesories & Upgradesicon

+ - What if I want to replace a part, is there a bike shop where I can get support?

Standard bike parts can be upgraded, repaired or customized with parts available from us or your local shop. MATEs are built with a modular “plug and play” design so it is possible to replace and upgrade hardware easily.

The MATE battery is a custom product that fits our frame and can be purchased directly from us.

You can see all accessories such as lights, racks, batteries, etc. available in our webshop.

+ - Is it possible to remove the battery?

Yes. The battery is designed to be easily removed in two steps that take less than a minute. Just fold the center of the bike frame and remove the battery using its built-in handle. 

To charge the battery you can either plug the bike straight into the power outlet or remove the battery. The battery will require a longer charge time the first time you charge it, please follow the battery guidelines within the Owner’s Manual.

Couldn't find the answer you are looking for?

For instructions and inspiration on how to tweak your MATE settings to perfection please check out our HOW- TO Videos

Do you prefer talking to us directly?

Do you have a specific question or need 1 to 1 support from some at the MATE team? Do not hesitate to write us.
Please click the “Support” button in the lower right corner.

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