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FREQUENTLY ASKED QUESTIONS

ORDER

First of all you have to confirm your rim size, we only provide 26 inch and 28 inch (29 inch, 700c), the rim width is 1.5-1.95 inch, if it is ES Everest MTB 26", the rim width is 1.95-2.35 inch.

If you are not sure of your rim size, you can click below to confirm the size

https://esoulbike.com/blogs/blog/what-is-the-size-of-my-wheel

The price has included VAT and the freight cost.

Of course you can,you can If you want a larger capacity battery, you can buy another battery separately All our products can be sold separately.

Paypal、 (Visa/Mastercard/Maestro)、 JCB、 Dlscover/Diners Club、 American express、giropay、 iDEAL、 sofortbanking、 Bancontact.

If you pay by credit card, your payment could be  somehow denied at the checkout by our system in defense against possible credit card fraud. It's a good idea to call your credit card company or bank ahead of time to let them know about the purchase so that it doesn't get declined. Under such circumstance, here are 3 solutions for you:

1. Please switch to your other credit/debit card.

2. If you have a Paypal account, please try to pay by PayPal.

3. If you do not have a Paypal account, please select PayPal still at the checkout page & click the complete order button. Then you'll be directed to a page with access to both PayPal and Debit/Credit card payment (for the latter option, you don't have to register for PayPal).

Then you can complete your order with your credit card.

In the order delivery status, there is an order number, you can directly query the logistics status.

https://geniusq.aftership.com/?page-name=tracking-page

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@esoulbike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@esoulbike.com.

WARRANTY

Item: Warranty period

Motor: 2 years

Lithium barrery: 1 years

Controller display: 1years

Charger: 1 years

Other electric parts: 0.5 years

If there is a problem with the product during the warranty period, we will find out the problem according to your video and pictures, and then provide replacement parts for free. If the problem cannot be solved by parts, we have an after-sales service in France to repair the product.

If there is a problem with the product outside the warranty period, we are also willing to help you find the problem, but the cost of parts or repairs needs to be paid by the customer.

SHIPPING / DELIVERY

Free shipping to: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain , Sweden.

Free shipping.

All orders are shipped within 24 hours of you placing the order using DHL eCommerce, or ePacket depending on your location and fastest availableservice. Typical delivery time frame is between 2 to 7 business days however, you may receive your items much earlier.

After we ship the goods, you cannot modify the address, but you can still change the address by contacting ups, dpd, etc.

Our transportation is generally random through GLS, DPD, UPS, if you want to specify the transportation channel, please note the information when placing the order.

Typical delivery time frame is between 2 to 7 business days however, you may receive your items much earlier.

TECH SPECS

Not necessarily, you can use pedals, or you can turn throttle to make the bike move,if you don’t want to use the throttle,you can use the pedal.

Normally no, but if your bike’s speed exceeds 25 Km/h you might need to get a license, register the bike, or be of a certain age limit. Please do pay attention to local laws as the regulations vary.

In Europe most countries have the limit of 250W Power for an ebike to be Road Legal. That's why most of the kits we offer are 250W Versions. Wikipedia has a great article about different electric bike laws in Europe. 

https://en.wikipedia.org/wiki/Electric_bicycle_laws#Europe.

Charging the battery from empty to full typically takes 5-6 hours. In rare cases, it may take longer to allow the battery management system to balance the battery, particularly when the bike is new or after long periods of storage.

No. On many batteries this is preferred, however our batteries are all high-tech batteries and have built-in mechanisms that protect the battery from overcharging.

Yes a little, you will need to recharge the battery at least once every 3 months if being stored. Store the battery in a cool and dry place. Also to state the obvious, do not expose the Lithium-ion battery to water, moisture, extreme hot or cold temperature.

Some people are concerned that if their battery runs out that they’ll be stranded somewhere, most likely far from home. The good thing about an electric bike is that it’s a bike, first and foremost. That means you can always pedal it like you would any other bike to get you to where you want to go. If you happen to be out on a particularly long ride and you’re using the motor to help you up dozens of hills, and then your battery runs out — there’s no need to worry. You won’t be stranded, you’ll just have to burn a few extra calories and pedal your way home.

ECO Tube Battery --36V 12.5Ah: 45KM-80KM for 250W ebike

MAX Tube Battery -- 36V 16AH: 55KM-100KM for 250W ebike

PRO MTB Tube Battery -- 48V 16AH: 45KM-90KM for 1500W ebike

ECO RACK Battery --36V 12.5Ah: 45KM-80KM for 250W ebike

MAX RACK Battery -- 36V 16AH: 55KM-100KM for 250W ebike

Most of our e-Bike conversion kits reach the top speed of 25 Km/h except the 1500W model which can reach up to 45 Km/h speeds. These speed limits are mostly set by the laws regulating what is considered a bike. The requirements for bikes that reach a top speed over 25Km/h might need additional permits and be subject to different traffic laws.

According to the battery capacity, ECO battery is 450Wh and it is Cost-effective, MAX battery is 576WH and it is for long distance.

Here are two different types of batteries and we can distinguish them in a simple way based on their appearance.

If the lower tube in the triangular bracket sloping tube of the bike is straight and capable of fitting a sloping tube, it is possible to fit a downtube battery Rack batteries are mounted at the rear of the bicycle because some types of bikes have a bent down tube and it is not possible to mount the battery in that position. Even if our bike has a straight down tube, we can still choose a rack battery for our own preference or aesthetic.

According to the poewr of the motor,  CityTraveller 26"/ 28" is 250w Geared Front Motor and the ES Everest MTB 26" is the 1500w Gearless Rear Motor

PAS

1. Double hall 12 magnet PAS sensor( sensive and faster reponse)

2. Disc plate inside

INSTALLATION

All kits come complete with a tire already installed so you can get going quickly.

1.Unbolt and remove your old wheel

2.Put on the new motored wheel

3.Tighten the bolts. Check that the wheel is well secured and spinning freely.

If your Original tire’s width was in the 1.5-1.95 Inch range. You should have no problems Installing the Conversion Wheel.

Make sure that the Washers are installed in the correct order.

The lining for the wheel is Pre-Installed so you only need to put on the inner tube and tire

Install the Wheels so that they roll in the same direction as the Brake Disc. Finally, check that the Wheel spins freely without touching the Frame or the Brakes causing extra friction.

For the Tube battery just screw it to the existing holes on the downtube. Check that there's enough space for the battery and the cables below.

For the Rack battery please remove the existing one and replace it with the one included in the kit.

After the Tube or Rackmount is installed just slide the battery in place and lock it.

Install the Break sensor. Please check that the condition of the brake cable is in good condition and that the threads are straight.

The sensor can be installed near the break or the handle. Please note that the sensor arrow needs to point in the direction where the handle is.

Yes, The kit wheel has screw holes for installing the disc. You can see the installation video with a Disc Brake bike here.