FAQ MATE

FAQs for MATE

Hello - do you have a question?

We at MATE want to help you in the fastest way. So we show you our most frequently asked question and answers by group. If you still can’t find an answer to your question, please get in touch with our customer support.

Most read questions

1. What are the webshop delivery times?

In Taiwan, we are currently producing over 200 bikes a day, with containers filling continuously throughout the week. It’s beautiful! We will soon share with you some great videos that show MATE production in more detail!

MATE X: We are delivering all webshop MATE X Pre-orders made before September - depending on your country - right now.
All-new orders made from September will be fulfilled starting from December 2019 to February 2020.

MATE Classic: We have just a small amount of MATE Classic located in the USA in stock, that can be delivered to you really quickly - within 2 weeks.

Read full production & delivery information

MATE X production & delivery pictures

2. Is it legal to ride a MATE bike on the street?

250 w motor is legal around the world. Any higher motor power is the responsibility of the customer and you need to check your local country rules before purchasing.

3. What kind of accessories do you currently have or can I expect in the near future?

We currently offer a more powerful battery as upgrade for MATE Classic. For MATE X we have a varatie of add’s which you can check out in our spare parts page. We are working to develop more accessories and modifications. Also we are close to signing a contract for a supply chain to deliver all parts. Stay tuned for more information. Feel free to let us know what kind of accessories you’d be most interested in seeing.

Questions by topic

A. Price, pre(orders) and payment

Why is the MATE price lower than other eBikes?

Our dream is to make cycling accessible to everyone. We have worked long and hard to create an eBike that is not only affordable but also made of quality components; a quality eBike that is made to last you through the years. By going direct to consumers and cutting all the middlemen, we eliminate all costs given to traditional wholesalers and retailers thus giving you the full cost advantage. To help bring MATE to life, we are offering an exclusive 65% discount off MSRP to those who support our campaign.

Where do I see the status of my order?

Please log into the MATE webshop and go-to orders. You have a full overview of the current and past orders you made with this account.

How do I pay my preordered MATE X bike?

Please log into the MATE webshop and go to PREORDERS. You can now do your second payment. After the payment, you will receive a confirmation email with an invoice and additional information on the bike.

What are your payment options?

We offer Credit Card and Paypal. For Germany and Denmark, we also offer Klarna (Pay Later and Slice-it).

How do I get a refund?

Please contact our customer service (hello@mate.bike) to get a refund on your bike. Please read our Terms & Conditions to see, under which cases you can refund your bike.

B. Production and delivery time

How is MATE manufactured?

We have spent lots of time finding the right suppliers and manufacturers for MATE. Our many years of experience dealing directly with sourcing companies, factories, and shipping companies have helped us a great deal to be able to offer a high-quality product for the lowest price possible.
Crowdfunding helps us to keep the costs down as we can work together with the factory to produce the right amount of units, without dealing with high storage costs and other related costs.

Where does MATE produce its eBikes?

Currently, MATE X is being produced in 4 factories in Taiwan. We ship the bikes afterward to different fulfillment centers in Taiwan, Denmark, and the USA to everybody around the world.

Can you give me more information about delays of the Indiegogo crowdfunding?

The main delay which caused the Indiegogo delay was the new anti-dumping law on Europe and USA ( extra tariffs from 25% to 83%).This meant that we no longer could import our bike to keep the low price. So our only option was to relocate the production to Taiwan.

Restarting negotiations and moving production took time and caused delays. We are happy to tell you that the new production is fully running and stable.

What is the delivery time in the new MATE webshop (mate.bike)?

The MATE Classic stock can be delivered in about 14 days. The limited new stock of MATE X delivery is planned between 15. and 30. September 2019.

C. Parts, bike handling, usage of bikes

MATE Assistant app

For more in-depth technical information as well as general user guidance, you are welcome to open our MATE assistant app by scanning the QR codes:

MATE Classic                                                              MATE X

MATE Classic assistant QR          MATE X assistant QR

What kind of accessories do you currently have or can I expect in the near future?

We currently offer a more powerful battery as an upgrade for MATE Classic.
For MATE X we have a variety of add’s which you can check out in our spare parts page.
We are working to develop more accessories and modifications. Stay tuned for more information. Feel free to let us know what kind of accessories you’d be most interested in seeing.

What about spare parts? Can any bike shop assist me?

The MATE battery is custom-built for our frame. The rest of the components are fairly standard, meaning that you can upgrade/customize your bike as you desire with other parts either from us or your local bike shop.

How much weight can MATE handle?

MATE is built strong and can handle riders up to 125 kg with ease.

Does MATE come in different sizes?

MATE is designed to fit all Meaning that the seat height and front handle can be adjusted according to your needs. So whether you are 150 cm / 4’9” or over 200 cm / 6’5” high, you will ride comfortably at your own style.

I can't see the battery - where is it?

Batteries are not something you should be spending your time looking at – so it is well hidden in within the middle frame, protected by a locking mechanism.

How much does MATE weight?

MATE Classic weighs approximately 19 kg (42 lbs) without the battery and 22,5 kgs with the battery. It has a carrying handle in the middle of the frame which makes it easy to lift and carry.

MATE X weighs approximately 26 kg (57.3 lbs) without the battery and 29 kgs with the battery. It also has a carrying handle for easy transportation.

How long does the MATE battery last?

You have 3 battery options you can choose for your MATE’s:
1.maximum of 50 km (30 mi) with the pedal assist.
2. maximum of 80 km (55 mi).
3. Maximum of 120 km (75 mi)

The battery takes around 5-6 hours charge or 2-4 hours with the extra speed charger.

Info: The range has been tested in mixed-use and weather. Please note the range will vary depending on use, weight, altitude, temperature, etc.

Can I still bike on MATE if the battery runs out of power?

Of course! If you run out of power, you can cycle as you would do with a regular bicycle. Even without an engine – it still feels like a dream to ride.

Can I charge the battery by pedaling?

At the moment, MATE primarily gets its power from the charger that is provided with the bike upon purchase. However, this is a feature we are currently looking into.

Can the battery be removed?

Yes. The battery is designed in such a way that you can change it or replace with 2 easy steps that take less than a minute. Simply fold the middle frame, pull out the battery and you’re done.

How is MATE delivered and is it easy to assemble?

MATE comes delivered with instructions in safely packed box and requires minimal assembly.
However, if you don’t have much experience with bikes, we recommend that you visit your local bike shop to get all parts tightened and thoroughly checked.

D. Warrany and service

What kind of warranty do you offer?

All MATE bikes and batteries come with a manufacturer’s warranty. Should you encounter some production-related default in that timeframe, we will simply contact our customer support and we will take care of it. As many elements of a bike may get damaged due to normal cycling use, we do not offer a warranty on parts such as tires, disc brakes, chain, etc.

What is your returns policy? (What does 14-day-trial mean)

This is the “MATE-promise”: We are so confident that you will love your new MATE so much, that we offer you 14 days money-back guarantee after you have received it if you are not satisfied.
However, if you decide to do so, your MATE bike must be in new and re-sellable condition. #MATEpromise

You must send your order back to us no later than 14 days after you have informed us that you wish to cancel your purchase and want to return the order. You are not entitled to return your order without clearly marking your Return Goods Authorization number. If you do not have such a number contact the customer support.
You must pay the full cost of returning the product. You are responsible for the returned product being packaged securely. You bear the risk of the product from the time of delivery of the product to you through the return of the product to us.
Because of their nature certain products cannot be returned by normal post. This applies for example to the battery. When returning bicycles and batteries, we recommend using the original packaging which is customized to avoid damaging these items.
Upon receipt of returned goods, we will inspect the condition of the returned item based on its possible resale value and will calculate any loss of value to the returned item. Any such loss of value will be deducted from any amounts due to you.

Who can help me with my MATE bike, if I need service done on it?

If you are located in Copenhagen you are always welcome to come and visit us at our workshop.
For our customers around the world, you can always take the MATE to your local bike shop where all the parts can be either sourced locally or can be ordered from our webshop or customer support.

Couldn't find your answer? Get in touch with us!

Customer Support

Please send us an email to hello@mate.bike

Info: We have a new customer support since July 1st - we are therefore still training the team, but improving daily!