Our Top Frequently Asked Questions
+ - 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 Service 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.
+ - 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 purchase 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.
+ - What is my 14 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 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 Service through the Support button in the bottom right corner of the page.
+ - 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 installment payments with Splitit. You can read more about the installment plan in the ‘Can I pay in installments?’ section.
+ - Is it possible to upgrade/accessorise my MATE after purchase?
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.
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For instructions and inspiration on how to tweak your MATE settings to perfection please check out our HOW- TO Videos
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Please click the “Support” button in the lower right corner.