FAQ2021-01-07T06:58:01-08:00

FREQUENTLY ASKED QUESTIONS
What e-bike model will meet my needs?2020-06-24T04:05:10-07:00

e-JOE electric bikes are geared toward different kinds of activities, such as commuting, traveling, relaxed cruising, aerobic exercising, etc. There is some variation within the models to accommodate any preferences. If you are looking to commute, EPIK models have all you need to be equipped for the streets and for compact storage. JADE comfort cruiser has a convenient step-through frame, a full set of accessories, and a cushier saddle, which are friendlier for people looking for a more relaxed ride. If you plan to ride longer distances, climb hills, and work a bit to get in better shape, but you still want to be comfortable, ONYX e-bike is a perfect fit.

To help you choose the right model and get familiar with other features, read the descriptions below:

EPIK Swan, EPIK Carbon, and EPIK SE Electric Folding Bikes
Versatile, powerful, and well-balanced, EPIK Bikes are built with portability and simplicity in mind. Riders will travel far and fast on these e-bikes, powered by a 500-watt motor and efficient 7-speed transmission. E-bikes come with a long-lasting 48v Li-ion battery providing up to 40 miles of travel depending on terrain and rider’s weight. Perfect for the everyday commute, easy transportation, and compact storage.

JADE Step-Thru Comfort Cruiser

e-JOE JADE with iconic Dutch Step-Thru style is designed for comfortable riding and will get compliments on every corner. 5 levels of pedal assist and smooth throttle are perfect for those of us who have to face a few climbs on the morning commute or while cruising around town. Carefully selected components, such as an adjustable handlebar, lights, fenders, and a rear rack to carry necessities, make the bike outperform higher-end models.

ONYX Sports Class Commuter

Feature-rich e-JOE ONYX brings together best in class sports performance under $2,000. We call it our sports class commuter because it combines 8-speed transmission harnessing a 1000-watt high performance geared rear hub motor. ONYX gives you the style and performance of a sports model with the practicality of an all-purpose, all-terrain commuter.

Where are e-JOE Bikes manufactured and shipped from?2020-06-25T16:48:59-07:00

Every e-JOE Bike model is carefully designed and tested in the United States of America. For manufacture and assembly processes, we work with our long-term and trusted business partners in Asia who have extensive experience and expertise in the bicycle industry. We visit the factories at least three times a year to set the goals, improve the products, solve problems, and simply keep good working relationships. The final product is shipped from Southern California.

Do e-JOE Bikes come in different frame sizes? How heavy are they?2020-06-24T04:36:49-07:00

To provide comfort and control, we designed electric bikes with one-size frames and the ability to adjust the handlebar and saddle and achieve the optimal seating position for people of different height. For more information about each bike’s dimensions and weight, go to Support – Manuals.

Do I need a license or insurance to ride my e-bike?2020-06-24T04:55:30-07:00

The electric bike industry is constantly evolving, and so do associated laws and regulations. Be sure to check local bicycle laws, guidelines, and standards.

Always observe traffic regulations and do not lend your bicycle to anyone unfamiliar with it. e-JOE bikes are not designed for use by children. If you decide to use a child carrier, a child must be wearing a helmet and seated by the carrier manual. We strongly advise wearing a bicycle helmet at all times when using your e-bike. If you are unfamiliar with cycling, we suggest taking a cycling proficiency course before using your bicycle.

While cyclists are not currently required to be insured, we highly recommend obtaining bicycle insurance with extensive coverage.

Where can I purchase e-JOE Bike?2020-10-10T17:50:00-07:00

e-JOE Electric Bikes are available for purchase in a variety of locations in the US, Colombia, and Canada. Visit Dealers page to find a dealer in your area. If you prefer to shop online, a quick search will provide lots of options including a direct purchase from our website www.ejoebike.net. For your protection, it is always best to purchase e-JOE products from authorized dealers listed on our website. This ensures the quality of your products and warranty protection.

What forms of payment do you accept?2020-06-25T15:44:47-07:00

e-JOE website offers a fast and secure payment processing system that supports credit and debit cards. If you would like to arrange a bike pick up at our location, in addition to credit and debit cards, we accept cash and checks. To make an appointment for a bike test ride or pick up at the e-JOE office, please, contact us here.

Do you offer free shipping?2021-01-07T05:10:13-08:00

Yes, we offer FREE shipping on all new electric bike orders going to the lower 48 continental U.S. Currently, we do not ship to Hawaii, Alaska, Puerto Rico, or internationally. Shipping fees for parts and accessories vary depending on the product and destination.

“Free shipping” refers to standard shipping; expedited delivery or additional services such as inside-delivery are extra and must be discussed with an e-JOE representative prior to submitting an order. To read more about our shipping policy, click here.

Do you sell refurbished or open-box bikes?2020-10-10T17:50:24-07:00

We carry a selection of affordable refurbished or open-box bikes for commuting, touring, and entry-level riding. Refurbished or open-box products are always professionally inspected and repaired to ensure they work just like brand new ones, only they may have minor signs of wear and tear. The list of items can be found on our website under the Clearance menu tab or by submitting a contact form request.

Do you sell accessories and replacement parts?2020-06-25T16:45:05-07:00

Yes, we do. Go to Shop – Parts & Accessories to see purchase the accessories or replacement parts you need. If the item is not listed on our website, contact our customer service department and we will be happy to assist you. When submitting a contact form, please, provide information about your electric bike, such as model, year, and main specifications (battery voltage and motor watts). We do our best to have all parts and accessories available for purchase at all times, but if the item is out of stock, please, check back later or contact us for more options.

My model has been discontinued. Do you still carry parts for it?2020-10-10T17:50:36-07:00

Whether a model has been discontinued or upgraded to a newer version, we still carry replacement parts and accessories. Contact us to get the parts you need. We do our best to have all parts and accessories available for purchase, but if the item is out of stock, send us a message and one of our customer representatives will provide you with additional information.

Can I pre-order an item that is out of stock?2020-06-25T17:08:20-07:00

Yes, you can place a pre-order for an item that is expected to be in stock soon. Contact us here to request more information about availability.

Can I cancel my order?2021-01-07T05:11:16-08:00

If an item is purchased through an authorized dealer, contact them directly for further instructions. If the order is placed and paid directly on the e-JOE website, please, notify us as soon as possible of your intention to cancel or modify the order. Terms and conditions apply. Please, refer to our shipping policy for more details.

Is my bike shipped fully assembled? Do I need to prepare any tools?2020-06-25T17:32:28-07:00

Every e-JOE electric bike is carefully packed and shipped 98% assembled. The final assembly is very easy to complete and does not require special skills or tools. You may only need a standard hex key set for partial assembly and adjustments. The comprehensive assembly and maintenance guidelines are included in the Manuals under the Support menu. Unpacking and fully assembling a bike should not require more than 30 minutes.

My bike was delivered without owner’s manual. Where can I find it?2020-06-25T17:36:42-07:00

At e-JOE Bike, we apply green thinking to every action and every decision we make to preserve the environment and benefit our communities. The nature of our business is to focus on reducing not only carbon footprints but also on reducing waste. Our website www.ejoebike.net makes it easy to access the manuals and other useful information at any time – before or after purchase. The owner’s manuals for each model can be found under the Support menu.

What happens after I place an order?2021-01-07T05:08:37-08:00

After placing an order, you will receive a confirmation email stating that the order is received. Once the order is processed, we will provide you with a tracking number to monitor the status of the shipment. All e-JOE electric bikes, parts, and accessories are shipped from California using Less-Than-Truckload (LTL), FedEx, UPS, or USPS Priority Services. The delivery times vary depending on the destination address (generally from 1 to 7 business days). Please, refer to the tracking number updates for estimated delivery times.

We strive to process and ship orders the following day after the receipt, however, during times of high demand, we may need just a bit more time to prepare your product. As long as the bikes or parts are in stock, we guarantee your merchandise will be on its way shortly. If the items you ordered have run out of stock or require additional processing time, you will be hearing from us.

If you would like to learn more about cancellations, exchanges, or returns, please, refer to our Shipping Policy.

I received a brand new e-JOE but it is missing a part. What should I do?2020-06-25T17:39:57-07:00

Send us a quick message with your order details, date, and place of purchase, and one of our customer representatives will get back to you shortly.

Do I have to register my product to activate my warranty?2020-06-25T17:43:01-07:00

No, product warranties are activated on the day of purchase and are validated by retaining the original of your purchase receipt. Learn more in our warranty section.

What do I need to know about the delivery process?2021-01-07T05:13:16-08:00

COVID-19 UPDATE:

We know these are difficult times for everyone, and we have been beyond grateful for the positive messages we have received from the e-JOE Bike community. Because the situation is complex and constantly developing, our delivery times may not be as consistent as we aim for them to be. Unfortunately, shipping carriers have been experiencing delivery delays due to COVID-19, which in turn impacts our operations. We do everything we can to make sure your orders are delivered to you as quickly and as safely as possible. We appreciate your patience and understanding!

DELIVERY METHODS:

e-JOE orders are shipped with Standard Delivery via FedEx, UPS, Less-Than-Truckload Services (LTL), or USPS Priority. We will provide you with a tracking number to monitor the progress of your order. Please, be advised that the driver is not required to deliver the item inside your home. Inside-delivery incurs additional charges and may not be available for certain locations.

SHIPMENT CONDITION:

Please, carefully inspect your order upon delivery to ensure the merchandise is not damaged. If you encounter a problem, please do one of the following:

FOR VISIBLE DAMAGE:

If a package shows visible signs of damage, open the box to check the contents, and ask the driver to inspect the contents with you. If the product damage is confirmed, write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt. Take photos or videos to support the case. If you believe the merchandise is damaged beyond repair, either contact us immediately for instructions or refuse the delivery.

FOR CONCEALED LOSS OR DAMAGE – NO VISIBLE DAMAGE TO THE PACKAGING:

After delivery, unpack, and inspect your shipment. Should you discover concealed loss or damage, contact your respective dealer or us immediately. The carrier reserves the right to arrange an inspection; therefore, please keep the product and packing materials as they were when you first discovered the loss or damage.

IMPORTANT:

e-JOE will repair or replace the parts damaged during shipping at its sole option, provided that such damage is documented on the bill of lading and reported to the dealer or e-JOE within the first 7 days after delivery. It is the customer’s responsibility to inspect the box and the product at the time of delivery, take pictures of any damage and keep all packaging and paperwork until the damage claim process is complete.

If you would like to learn more about cancellations, exchanges, or returns, please, refer to our Shipping Policy.

What are the benefits of the registration?2020-06-25T17:45:28-07:00

Register now to receive the latest information about e-JOE products and technologies, and to be the first to find out about our special offers and discounts. It is also useful in warranty- and service-related situations.

Where do I find a serial number?2020-06-25T17:53:46-07:00

The serial number is printed on the headtube of the frame above the front suspension fork. The regular format is AB01234567. In a respective Manual, you can find an image illustrating the location of the serial number.

What if I bought my product used? Can I still register it?2020-06-25T18:02:04-07:00

Yes, you can still register used products to receive the latest information about e-JOE products and ongoing promotions. Please, keep in mind that online registration does not act as proof of purchase and cannot validate the warranty. For more information, visit the warranty section.

What are the recommended service intervals?2020-06-25T18:24:21-07:00

We recommend having the bike inspected by a professional mechanic after the first 60 miles of riding and every 300 miles after. The service intervals will greatly depend on the riding style, terrain, and weight. For example, electric bikes with occasional riding will be good for about 300 miles. If a rider chooses to take a bike offroad, service will be required more frequently as more parts will wear faster in the harsher terrain.

One way to keep your bike in top shape is to keep it clean, never fully discharge the battery, inflate the tires, and make sure the chain is clean and lubed. This will ensure metal on metal contact will not happen. It also will keep rust from developing.

What is an electric bicycle?2020-06-22T05:34:50-07:00

Electric bicycle (also called “e-bike”) is a bicycle with an integrated electric motor to provide additional power and speed; it enables a cyclist to ride farther, faster, and with greater ease and enjoyment. E-bikes are designed to complement pedaling, not replace it. There are four key components to an electric bicycle: a battery, a motor, a controller, and a pedal-assist system (PAS), which can provide anywhere from a small electric power assist to a completely effortless electric vehicle experience.

e-JOE Bike ride starts with turning on the display. Normally, the default pedal assistance is set on level “0” for a safe start. Switching from level 0 to 1 activates the pedal-assist system and the motor. As soon as the pedals start rotating, the pedal assist sensor catches the signal and turns on the motor to provide a cyclist with an appropriate amount of power. The higher the level of PAS, the more power it provides. The electric motor assists up to 20 mph and cuts out if pedaling faster than that. Some of our latest e-JOE Bike Models let the rider travel at a higher speed up to 25 mph. In addition to PAS, all e-JOE bikes are equipped with the throttles that allow them to accelerate without pedaling at all.

How volts, amps, watt-hours or wattage affect e-bike performance?2020-06-22T05:42:36-07:00

The terminology for electric bicycles, especially battery and motor, may seem a bit overwhelming at first but we will try to explain it in simple words.
● Volts (V) measures the force of electricity flowing through the electric wires. More volts means more power!
● Amp-hours (Ah) is the amount of electricity flowing through the wire. To measure the true energy capacity of the battery, you will need to consider the voltage and amp-hours together.
● Watt-hours (Wh) is a combination of Ah and V that describes the total energy delivered to your motor system. Think of Wh as how much fuel you have in the tank – the higher the figure – the farther you can travel.
● Wattage is a measure of the power that the motor produces. When looking at the motor performance, it is important to distinguish between two types of power:
➔ Nominal (or rated) power is the amount of power the motor can produce continuously;
➔ Peak power is the power a motor can produce for short periods, such as from stopping position.
350W nominal power is sufficient for medium-sized hills (2% grade). We recommend going with at least 500W to conquer bigger hills of 4% grade.

The “brain” of the e-bike system is the controller (do not mistake it with the LCD display). The controller connects all electric parts of the bike and determines how much assistance to provide (for example, riding on a flat road does not require as much power as going uphill). The latest e-JOE bike models are equipped with 48V batteries and 500W (nominal) motors – it has proven to be the optimal combination to deliver great bike performance for various types of rides.

Do I need to bring my e-bike for a tune-up before the first use?2020-06-22T06:05:01-07:00

e-JOE electric bikes come out of the box ready to ride with minimal assembly and set up for easy use. However, it is important for your safety and performance to understand how things work on your bicycle and make absolutely certain all parts are correctly assembled. Please, read the respective manual thoroughly. If you have even the slightest doubt about your knowledge or bike’s assembly, talk to your dealer.

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