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FAQs
Does my Heybike ebike come pre-assembled?
Your ebike will arrive partially assembled. There are just a few pieces to put into place once you take the bike out of the box. For unboxing and setup instructions, please follow the guides on our YouTube Channel
Do I need a special license to ride an ebike?
Heybike ebikes are designed with adherence to US regulations. Please rest assured that riders don't need any special license to ride our bikes. We recommend riders to be 16+ years old.
Can I ride Heybike ebikes on rainy days?
You can ride in light rain and don't have to worry about damage caused by spray from wet roads and raindrops. We don't recommend riding ebikes in heavy rain or overly wet environments. As for the waterproof level, Heybike ebikes meet IPX4 standards; the motor, battery, and display meet IP64 standards.
Can I ride an electric bike if the battery runs out?
If your ebike runs out of battery, you can simply continue riding. The motor on the ebike only assists your pedaling (instead of doing all the work), so you can continue riding as usual without the pedal assist.
How many PAS levels are on my ebike?
1-5 PAS levels: Hauler, Hero, Mars 2.0, Horizon, Ranger S, Tyson, Cityrun, Brawn. Each PAS level has a corresponding speed limit.
What App works with my ebike? What are the App features?
Heybike ebikes (except Explore, Ranger) can be connected with Heybike Smart App. You can use the App to control your bike remotely, record every ride, adjust speeds, and look for nearby dealers, etc.
What’s the warranty? Can I extend it?
The original warranty is 1 year. If you purchase between April 1st and June 30th, 2024, we will give the bike another 1-year warranty (2 years warranty in total). As for Hero, we permanently offer a 2-year warranty for it. You can extend the bike warranty at the same time you place an order or within 30 days of purchase. Please note that different plans of extended warranty need corresponding payment.
What's the return & refund policy?
You have 30 days after receiving your package to request a return. Please first contact our customer service team at support@heybike.com to get a return shipping label. As for the refund, it depends on different situations to get a full refund or partial refund. Find more details about the return & refund policy in this link.
Are Heybike electric bikes UL-certified?
Our ebikes are safety-certified with UL 2849 standards. We always consider riders' safety as the top priority.
Is customer service available 24/7?
For customer service via email, it is available 24/7. More than 90% of the emails will be replied to within 24 hours and some emails may be 48 hours. As for telephone customer service, please dial +1 888-301-6908 or +1 888-859-1518 at 7:00-16:00 PST, Mon.-Sat.
