Assembling, Servicing and Accessories for your bike
Explore our available guides, features and options for your bike, and search for an authorized service technician near you.
Request Order Update
Request a delivery update anytime using our convenient order update tool.
Update Order Details
Update delivery details, sizes or add additional accessories to your order anytime using our order update tool.
User Manuals & Assembly Guides
Access assembly guides for your bike and accessories here.
Search for a Service Technician
Search for an authorised service technician near you using our Service Centre finder.
Payment & Finance
Find out more about our pay over time options.
Warranty
We offer extensive warranties on our range. You can submit a request for a warranty using our Request Form.
Frequently Asked Questions
Our range of bikes
Where can I demo a bike near me?
We have an extensive dealer network globally as well as offer online virtual demos which can be arranged via our sales team. We strongly recommend you check with dealers prior to arriving to confirm stock levels as these can vary dealer to dealer.
How does the “power assist” mode work?
Your bike has a variety of available riding modes (power ‘assisted’ and ‘non-assisted’). Each of our bikes do have varying options, we recommend you head to the Assembly + User Manual section for comprehensive guides on how to operate your bike.
What happens if the battery goes flat?
No worries, your bike will turn into a “standard” bike and you will be able to ride in non-assisted mode. You can also carry a spare battery for peace of mind.
Can I ride it in the rain?
Although your bike is weather resistant (can handle light rain) it is recommended that you do not ride in torrential rain or through deep puddles. This can enter your battery and motor, causing damage.
Can I ride it off road/trails?
The Rallye is comfortable on-road and off-road trail riding thanks to the suspension forks with 80mm of travel.
The Track Edition is more at home on tarmac.
Is there assembly involved?
Your bike is delivered to you mostly assembled, however there are some easy to follow assembly instructions once your bike arrives. You will be emailed these instructions after purchasing your bike, and before it arrives, and also accessible through the Assembly + User Manual section. Assembly can also be arranged for an additional fee through our service technician network.
Ordering
How long can I expect to wait to receive my bike?
To enquire about estimated delivery timelines and availability in your location, simply complete our Request Order Update form.
When do I have to pay?
We have 2 options for payment. If you choose to pay the holding deposit of 10%, the remaining 90% balance will be due once your allocated bike has been built and reserved. Allocations are only locked in with full payment, and we may push back allocations to later shipments if you have not paid in full.
I’ve paid for the bike in full, when can I expect to receive my bike?
You will be advised an approximate time frame the bike will arrive in your country's regional distribution centre. From there, once the shipment clears, your bike is collected from our distribution centres and makes its journey to you. From time to time, delays may occur in customs and general freight congestion. We will keep you updated as and when these occur.
How can I change the details of my order?
If you would like to make amendments to your order, simply complete our Update Order Detail form.
Servicing
What happens if I need to service the bike?
We have a service centre support network globally as well as offer a direct customer service team for any queries. Please reach out to the Support Team to connect you with the right centre for you, or alternatively use our service centre directory.
What are the servicing requirements?
We recommend taking your bike to an authorized service center every second year or after 10,000 miles, whichever comes first.
Warranty
What happens if there is a warranty issue or concern with my bike?
We offer comprehensive warranties, accessible service centres and customer support on all of our bikes. You can find our warranty list here. To lodge a warranty request, simply head to our warranty form.
Finance
How do I arrange monthly payments?
We have partnered with Affirm to provide easy monthly payment options, which are available at checkout.
Do you accept Cycle to Work Scheme Vouchers?
We are proud to partner with Green Commute Initiative (UK) and JobRad (Germany) for the Cycle to Work initiatives.
Are duties/taxes included?
For USA & international orders have their local state or country taxes added to the order depending on the delivery address entered at checkout. We offer free shipping worldwide and all import duties are covered by us. For UK, EU & AU orders have their local state or country taxes added to the order depending on the delivery address entered at checkout. We offer free shipping worldwide and all import duties are covered by us.
