Frequently Asked Questions
ABOUT OUR E-BIKES
WHAT MAKES AN E-BIKE DIFFERENT FROM A REGULAR ONE?
An e-bike will make you see cycling in a completely different way. While it doesn’t change the actual act of exercising itself, an e-bike makes the whole process a lot easier and smoother, giving you a much more pleasant experience. You will no longer only get as far as you can, but as far as you want. Our 5 levels of pedaling assistance will help you whenever you want to, or whenever you need it. And in case you’re wondering… using an e-bike is not cheating! E-bikes feature pedal-assist functionality, which means that the motor boosts the power you create with your own pedaling. The benefit of this is that it makes cycling more accessible for everyone. Your rides won’t be obstructed by rough terrain or long distances anymore.
HOW DO I OPERATE MY E-BIKE?
Operating your e-bike is very simple. You can start riding without any pedaling assistance and switch later or you can start with the assistance once from the moment you start riding. Throughout your ride, you can set the pedal-assist to the desired level using the onboard controls, depending on your needs. Enjoy your ride!
HOW DO THE PEDALING ASSISTANCE LEVELS WORK?
Our pedaling assistance features 5 different levels, while a lot of e-bikes on the market only feature 3. You decide how much assistance you want, depending on the speed, the terrain, the distance you want to reach, or how much effort you want to make. Also, the last level is full-assistance, which means no pedaling is needed. Setting the levels of assistance is very easy with our LCD display.
WHAT TYPE OF BATTERY DO THE BES E-BIKES HAVE?
All BES® Electric Bikes have a lithium battery of 10Ah. These powerful batteries guarantee you will achieve maximum performance and autonomy during your rides. The battery is very easy to remove, and the charging time ranges between 4 and 6 hours. Also, all the batteries on the new 2019 models are equipped with the Quick Release system.
HOW LONG CAN I RIDE WITH MY E-BIKE?
Just like any other bike, you can ride as much as you want as long as you are manually pedaling. However, when it comes to using pedaling assistance, the e-bike’s battery can typically last between 25 and 28 miles (this may vary depending on the model, the terrain, the speed, and the height and weight of the user)
WHAT TYPE OF MOTOR DO BES E-BIKES HAVE?
One of our top priorities is to ensure that your e-bike’s motor respects the rules of the country where you live. All BES® motors meet U.S. federal standards outlined in HR727, which guarantees the reliability and safety of electric bicycles. Our 350W motors are located on the rear axle, making it much easier to ride the bicycle, achieving excellent performance while consuming less energy.
Using the pedaling assistance, you can go up to 20 MPH.
HOW FAST CAN I GO WITH THE ASSISTANCE?
WHAT IS THE MAXIMUM RECOMMENDED WEIGHT FOR THE E-BIKES?
All our bicycles have a maximum recommended weight of approx. 242lbs/110kgs.
About the purchase and warranty
Ordering your e-bike is very simple. All you need to do is select the model and color at the shop, and then proceed to your shopping cart to check out. On the checkout screen, select the payment method (credit/debit card, or one of our financing options), select the shipping and assembly method, and then submit. Before payment, you can also enter a discount code in case you have one. All discount codes become unavailable once the payment is already processed, no refunds for the difference will be provided. Check more Terms and Conditions
DO YOU OFFER FINANCING?
Yes, we offer two options for financing: through PayPal Credit or through Affirm. Both have the possibility of 0% financing. For full information about each method, click here.
CAN I BUY MY E-BIKE IN A PHYSICAL STORE?
Yes. You can search for an authorized dealer in our constantly-growing network located in the state of Florida here.
CAN I PURCHASE REPLACEMENT PARTS AND ACCESSORIES FROM THE WEBSITE?
Yes, we sell parts and accessories that are specially designed for our e-bikes.
CAN I RETURN MY E-BIKE AND GET A REFUND?
No. All orders are final and cannot be returned nor refunded. However, if you have any issues with your order, we will be more than glad to assist you via email at firstname.lastname@example.org, or calling us at 407-616-5271. You can check more of our Terms and Conditions here.
DOES MY E-BIKE HAVE A WARRANTY? HOW DOES IT WORK?
Yes, all BES e-bikes come with a 24-months warranty. Once you receive your order, you have 60 days to register your e-bike here in order to activate the warranty. Read the Terms and Conditions of the warranty here. Assembly, services and repairs
WILL MY BIKE ARRIVE FULLY ASSEMBLED?
Our e-bikes come 95% assembled in the box. Only the front wheel, handlebar and seat must be assembled. Do-it-yourself assembly is easy with the guidance of our video tutorials (you will receive a link to the correct one for your bike model by email once you complete the purchase, along with the confirmation).
I WANT A PROFESSIONAL TO ASSEMBLE MY BIKE, DO YOU OFFER THAT SERVICE?
If you want a professional to assemble your bike, you can choose between the two options: send your e-bike to one of our official dealers near your location and pick it up there ready to ride, or, if you’re within the coverage area, receive the e-bike at your house and arrange a date with one of our professional partners to assemble it at your place. Find out more about these options here.
MY BIKE NEEDS SERVICE AND IS STILL UNDER WARRANTY, WHAT DO I DO?
If you are under the warranty coverage and the issue you’re having is covered within the warranty policies, follow this very simple process: • Step 1: Report the issue to our Customer Care Department via email at email@example.com, or calling us at 407-616-5271. Make sure to take note of your product code, provided at the moment of registering the warranty (if the product was not registered within the permitted time frame, warranty will not be available). You will be contacted shortly by an agent to get more details about the problem. The agent will then guide you through troubleshooting the issue. • Step 2: If any of the warranty-covered replacement parts (battery, motor or display) are needed, we will send them to you immediately at no charge. • Step 3: If the problem needs the assistance of a professional to be solved, we can offer two options: we can pick the bike from your house and send it to the closest authorized dealer to fix it and return it when the repair is finished, or, if you’re within the coverage area, we can arrange a date with a professional to repair your bike at home.
MY BIKE NEEDS SERVICE, BUT MY WARRANTY HAS ALREADY EXPIRED OR DOES NOT CONTEMPLATE THIS CASE, WHAT DO I DO?
Step 1: Email us at firstname.lastname@example.org, or call us at 407-616-5271 to report the issue. You will be contacted shortly by an agent to get more details about the problem. The agent will then guide you through troubleshooting the issue. Step 2: In case any replacement parts are needed, you can buy them online at our online shop here. Step 3: If professional assistance is needed, you can find one of our authorized dealers here, applying the filter “Service and Repair” on the map. Costs for repairs and other services will be at your expense at this point.
I STILL HAVE SOME QUESTIONS ABOUT MY E-BIKE, HOW CAN I GET HELP?
Our customer service team can be contacted by email at email@example.com, through our online chat tool, or by phone calling at 407-616-5271. We will respond to all messages within 24 hours.