FAQs

/FAQs
FAQs2018-07-19T23:08:33-07:00

Frequently Asked Questions

What is an electric bicycle?2018-07-19T17:29:53-07:00

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. In addition to PAS, all e-JOE bikes are equipped with the throttles that allow speeds up to 20 mph without pedaling at all.

How volts, amps, watt-hours or wattage affect e-bike performance?2018-07-19T17:43:55-07:00

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 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 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 10.4 Ah lithium-ion batteries and 500W (nominal) brushless rear hub motors – they have proven to be the optimal combination to deliver great bike performance for various types of rides.

What model will meet my needs?2018-07-19T17:46:42-07:00

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 SE model has all you need to be equipped for the streets and for compact storage. GADIS comfort cruiser has a convenient step-through frame, front suspension system, and 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, KODA e-bike is a perfect fit.

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

EPIK SE Electric Folding Bike

Light-weight, powerful, and well-balanced, EPIK SE is built with portability and simplicity in mind. Riders will travel far and fast on this e-bike, powered by a 500-watt motor and efficient 7-speed transmission. It comes with a long-lasting 48v Li-ion battery inside its foldable frame – providing up to a 30-mile range depending on terrain and rider’s weight. Perfect for everyday commute, easy transportation, and compact storage.

GADIS Step-Thru Comfort Cruiser

e-JOE GADIS 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 Selle Royal Comfort Plush saddle, curved adjustable handlebar, rear rack, chain guard and fenders to protect your clothes make the bike a convenient commuting option.

KODA Sports Class Commuter

With many of the top features on the high-end e-bikes, only e-JOE KODA brings together best in class sports performance under $2,000. We call it our sports class commuter because it combines our exclusive technology with an 8-speed transmission harnessing a 500-watt high performance geared rear hub motor. KODA 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?2018-07-19T17:48:27-07:00

Every e-JOE Bike model is carefully designed, approved, 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 our manufacturers 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 San Diego, California.

Do e-JOE Bikes come in different frame sizes? How heavy are they?2018-07-19T17:53:05-07:00

To provide comfort and control, we designed one frame for each model with 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?2018-07-19T18:10:06-07:00

If you are in the United States, no, you don’t. The Federal Consumer Product Safety Act defines a “low-speed electric bicycle” as a two- or three-wheeled vehicle with fully operable pedals and an electric motor of less than 750 watts (1 h.p.), whose maximum speed on a paved level surface, when powered solely by such a motor, is less than 20 mph. As per the Act, e-JOE electric bicycles do not fall into a motor vehicle classification, therefore, driver’s licenses, registration, insurance, and license plate requirements do not apply. However, drinking and driving laws apply.

Additional laws or ordinances may apply to the use of electric bicycles by each state, city, or county. With this in mind, it is always best to check your local rules and regulations.

Where can I purchase e-JOE Bike?2018-07-19T18:16:07-07:00

Our e-bikes are available in a variety of locations in the US, Colombia, and Canada. A full list of local dealers can be found here. If you prefer to shop online, a quick search will provide lots of options including a direct purchase from our website www.ejoebike.net.

Friendly reminder: It is always best to verify if a reseller has been authorized by e-JOE and contact them if you need more details about the product and availability.

What forms of payment do you accept?2018-07-19T18:46:10-07:00

e-JOE website offers fast and secure checkout through PayPal payment system which supports credit cards, bank accounts, or PayPal account balances. If you don’t have a PayPal account and do not wish to create one, simply click debit or credit card on the payment page to pay with your debit or credit card.

US Customers now have an option to pay for purchases of $99+ in full in 6 months with no interest charge. For more details, please, visit the PayPal Official Website.

Do you sell refurbished or open-box bikes?2018-07-19T19:07:18-07:00

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 as brand new ones, only they may have minor signs of wear and tear. The list of items can be found on our website under Shop – Clearance menu tab or by submitting a contact form request.

Do you sell accessories and replacement parts?2018-07-19T19:19:04-07:00

Yes, we do. If the item is not listed on our website, please, contact our customer service department to purchase a replacement part. Provide information about your bike, including model, year, and main specifications (such as battery voltage or motor watts), to order a part for your unit. We do our best to have all parts and accessories available for purchase, 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?2019-01-24T19:26:00-07:00

Whether a model has been discontinued or upgraded to a newer version, we still carry replacement parts and accessories unless the final discontinuation announcement was issued. We do our best to have all parts and accessories available for purchase, but if the item is out of stock, please, check back later or contact us for more options.

Can I cancel my order?2018-07-19T19:11:53-07:00

If an item is purchased through an authorized dealer, contact them directly for further instructions. If the order is placed and paid directly on e-JOE website, contact us immediately to cancel or modify it. However, once the order is processed or shipped, we cannot cancel or modify it anymore.

Is my bike shipped fully assembled? Do I need to prepare any tools?2018-07-19T19:13:34-07:00

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 adjustments. The comprehensive assembly and maintenance guidelines are included in the Manuals under 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?2018-07-19T19:15:43-07:00

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 paper use. 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.

I have a brand new e-JOE but it is missing a part. What should I do?2018-07-19T19:16:58-07:00

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

What happens after I place the order?2019-04-19T15:48:30-07:00

After placing your order with the authorized dealer or directly on e-JOE website, you will receive a confirmation email stating that we received it. Orders placed by noon (PST) are usually sent out the following day. The orders placed on Friday afternoon or during the weekend are shipped the following Monday. During times of high demand, we may need just a bit more time before your bike is ready to ship, but we always do our best to fulfill your order as soon as possible. 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 are out of stock, you’ll be hearing from your respective dealer or us.

When the order is processed, you will receive a tracking number to track the shipment. The final product is shipped from California and 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.

Can you ship to Hawaii, Alaska, or internationally?2019-04-19T16:45:13-07:00

We are currently shipping orders within the contiguous United States and the District of Columbia. We do not ship to Hawaii, Alaska, Puerto Rico, or internationally (yet!).

What do I need to know about the delivery process?2019-04-19T16:41:21-07:00

DELIVERY METHODS:

Most orders are shipped via FedEx, Less-Than-Truckload Services (LTL), or USPS Priority. FedEx Ground delivers to commercial addresses Monday through Friday, while FedEx Home Delivery delivers to residences Tuesday through Saturday. LTL generally deliver Monday through Friday. We will provide you with a tracking number so that you may monitor the location and progress of your order. Delivery times are not guaranteed.

Before delivering your item, 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. If you require assistance to get the bike inside your home, please check the service availability before placing an order.

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 the packaging shows visible signs of damage, open the item immediately to check the contents, and ask the driver to inspect the contents with you. Then 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.

Please do not sign for items or packaging that are damaged unless it is noted on the form. If you feel like this merchandise is damaged beyond repair then the merchandise should be refused. Contact your dealer immediately and we will process a replacement order for you and handle all of the dealings with the freight company.

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

As soon as possible after delivery, unpack and inspect your shipment. Should you discover concealed loss or damage, report it to your dealer immediately. The carrier reserves the right to arrange an inspection, therefore, please leave 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.

Do I have to register my product to activate my warranty?2018-07-20T00:42:34-07:00

No, product warranties are activated on the day of purchase and are validated by retaining the original of your purchase receipt. Learn more about the terms of warranty here.

What are the benefits of the registration?2018-07-20T00:37:23-07:00

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.

How do I create an account and register my product?2018-07-20T00:37:02-07:00

The registration process is easy: navigate to My Account on the top right corner of the Home page and click Register. Enter the required information and click Register. The registration link can also be found under the Support menu.

Where do I find a bike’s serial number?2018-07-20T00:43:46-07:00

The serial number is printed on the headtube of the frame above the front suspension fork. The regular format is AB01234567.

What if I bought my product used? Can I still register it?2018-07-20T00:40:32-07:00

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