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For MATE owners

Our Top Frequently Asked Questions

+ - How are MATE’s 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.

+ - 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. 

+ - 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.

+ - 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.

+ - What is your 14 days 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 14 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 

+ - 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.

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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