FAQ

ABOUT THE BIKES

What is the difference between pedal-assist (including torque sensor) and throttle-assist e-bikes?

Pedal-assist e-bikes are designed to only actuate the motor when the rider is pedaling. On the other hand, throttle-assist e-bikes have the ability to generate full power on demand to give you that quick burst to climb a hill or safely get through an intersection. Ideally you would your e-bike to be equipped to do both, which is the case with our Rook and Colt models.

Which is more suitable for a me – a hub or a mid-drive motor?

For the vast majority of riders, a hub motor is the obvious choice given that it generates more torque, requires no maintenance and is the more affordable option when compared to a mid-drive motor.

Mid-drive motors are best suited for technical terrain riding, such as mountain biking, where weight distribution becomes more important.

How fast can Surface 604 e-bikes go?

All of our models are governed at 20MPH, which is the maximum speed permitted under Federal and State regulations.

What is the weight capacity of your e-bikes?

The weight capacity for all of our models is approximately 280lbs with the exception being the Yunbike C1, which is limited to 200lbs.

How far can I ride before the battery dies?

The riding range varies based on the weight of the rider, terrain and level of assist. Generally speaking, the range on a full charge is up to 40 miles for the Boar and up to 50 miles for the Rook and Colt.

Does the battery charge while I am peddling?

Pedaling will conserve the battery, but it doesn’t actually charge it. The battery will only charge when it is plugged into the wall.

How do I figure out what size bike is right for me (S/M vs. M/L)?

A rider’s height is the best determinant for size with S/M (17.5” frame) optimal for people 5’4” to 5’7” and M/L (19” frame) ideal for those 5’8” to 6’6”.

PAYMENT & DELIVERY

What payment methods do you accept?

You can check out using either credit card (Visa or Mastercard) or Paypal. We also have partnered with Affirm to provide financing as low as 0% APR. Unfortunately, we do not accept American Express.

What shipping method do you use and how many days will it take for my bike to be delivered?

We ship with UPS and it will take approximately five business days for your bike to arrive.

ASSEMBLY & MAINTENANCE

Once I receive my bike, how much assembly is required?

The assembly required is minimal and step-by-step instructional videos are available for the Rook/Colt and Boar.

Rook and Colt Assembly Video

Boar Assembly Video

How much maintenance is required?

Aside from the need to keep your battery charged, maintaining a Surface 604 e-bike is the same as any bicycle. After 100 miles, a basic tune-up is required, which is standard procedure for all new bikes once they have been broken in. Otherwise, the simple and most important thing required is to check the tire pressure regularly and keep them properly inflated as indicated on the tire. If riding in wet conditions, take extra care by ensuring the drivetrain is clean and well-lubricated. Minor adjustments or repairs due to general wear and tear will come up from time to time, which can be performed at any local bike shop.

How long until I need to replace the battery?

You can expect your battery to last for two to four years. Lithium batteries tend to lose their capacity over time and require replacement after approximately 800 charge cycles.

WARRANTY & RETURN POLICIES

What is the warranty policy?

All of our e-bike models come with a 3-year frame warranty plus a one-year or 800km (whichever comes first) replacement warranty on major parts. If a part is defective in manufacturing process we will replace it free of charge. All parts can be easily ordered on our website.

What is the return policy?

We are so confident in the quality of our e-bikes and know that you will love them. As such, we are proud to offer a 30-day no questions asked money back guarantee on all of our models.

Any unanswered questions? Contact Us