FAQ

PRODUCT RELATED QUESTIONS

What are the benefits of commuting with electric transport?

Of course there are a myriad of benefits associated with e-bike use and ownership, but when it comes to commuting specifically, electric bikes offer a stunningly practical and accessible alternative to traditional modes of transportation. Here are a few great reasons why…

Convenience: Sweet free riding and confident hill conquering
Save Time: Avoid full parking spots and busy traffic jams
Save Money: Lower fuel and upkeep costs, and don't forget free parking!
Get Fit: Did you know riding an e-bike for an hour can burn upwards of 390 calories? It's a great way to get in daily exercise
Eco-Friendly: Energy efficient and zero emissions
Be Happier: Eliminate the stress and anxiety that comes with driving in busy city streets driving

What is the top speed of an E-bike or E-scooter?

Speed depends on the make and model. Most E-bikes are restricted to 32km/h, however some models are capable of up to 45km/h. The same is true of E-scooters - we stock scooters that range from 25km/h up to 75km/h.

Please check your state laws and regulations for more information on legal speed limits and any other regulations regarding electric bikes, e-scooters and electric skateboards.

How does an E-bike's motor work?

Using electricity stored in the bikes battery, the motor gives assistance to your pedalling to make the riding easier. Some E-bikes even come with a throttle so you don’t have to pedal at all!

There are two main types of motor: the hub motor and mid drive motor. Hub motors are positioned inside the rear wheel and actively turns your wheel. Mid drive motors are positioned on the bottom bracket and help turn your pedals. Mid drive motors tend to have a more natural feeling and also tend to be more efficient.

Are all E-bike motors basically the same?

The wattage of E-bike motors doesn’t vary much between brands and models, with most motors falling between 250W and 300W. However, the torque of the motor does. Generally motors have a torque between 40Nm and 85Nm. The more torque your motor has, the more assistance it can give you when tackling steeper climbs. The trade off with extra torque means your range decreases, so it’s important to tailor the motor and battery combo with the riding you’re most likely to do.

What range can I get out of an E-bike or E-scooter?

Range is dependent on a number of factors including battery capacity, motor, rider weight, cadence, road conditions, and style (mountain bikes have a lower range than road bikes due to increased frictions and lost energy). With E-Bikes you can expect a range between 40km and 150km, and with E-scooters between 15km and 100km.

Does a bigger battery mean a bigger range?

Not necessarily. Keeping the same motor and bike style, a larger capacity battery will indeed have a further range. However, different motors will have different efficiencies and therefore the complete package needs to be considered.

What is the difference between batteries measured in AMP hours (Ah) and those in Watt hours (Wh)?

Wh are a unit of power and Ah are a unit of electrical charge. The best way to compare battery capacities is to use Wh as they are independent of the voltage of the battery.

Ah is a unit of electrical charge. At a given voltage the larger the Ah of a battery the larger capacity your battery has. However, the capacity is dependent on the battery voltage. A 10.4Ah battery at 36V has a lower capacity than a 10.4Ah battery at 48V.

Watt hours are independent of voltage and can be found by multiplying the voltage of a battery by the Amp hours (36V x 10.4Ah = 374Wh).

Is it legal to ride E-scooters in Australia?

Despite the rising popularity of electric scooters in cities around the world, a few Australian states have yet to update their legislation accordingly. Different states have different laws and regulations regarding electric scooters. Please check the laws in your state for up-to-date information on e-scooter riding rules.

How do I lock my scooter?

Gone are the days of worrying about your bike being stolen out on the street! You can fold your scooter up and bring it with you. However, if bringing your scooter inside isn’t an option, you can always lock it up with a cable. Look at options in our website under locks.

What’s the story about tyres?

Scooter tyres are a common product available at most scooter stores and online. Replacing a tyre is a relatively simple process which can be done independently or at your local bike/scooter shop.

How often should I charge the battery?

It will take 5-7 hours to charge the battery for the first time. Keep an eye on the battery status display and charge your scooter accordingly. To maximize battery life, charge the battery at least every other month, or 2 days after the last time you rode it. We highly recommend reading Charging Safety & Tips in the User Manual.

What do I do if my scooter needs repairs?

Although we are confident that you won’t have issues with your scooter, local bike/scooter shops will address most of the issues that may arise. If necessary, we can service your scooter but you will need to ship it to us.

ORDERS

How long will my order take to arrive?

We usually require 2-3 business days to get your order ready for dispatch. Depending on the item purchased this can vary. Most of the stock listed on our website is available and located in Australia. Once shipped, it will be in the hands of the courier service. A tracking number is provided with all purchases.

Please note: Due to COVID-19 and the increased volume of online orders, please allow an additional 2-5 business days to receive your order. Stay Safe, Love your Commute. For updated information please check our Shipping Policy page.

How can I check the status of my order?

When your order is on its way, you will be sent a shipping confirmation email that contains your tracking number so you can keep an eye on progress.

Can I make changes to my order?

All orders are processed as quickly as possible once received. If you wish to make changes to your order you must inform us as quickly as possible, via email urbanwaycollective@gmail.com and we will try our best to help you with your order changes.

RETURNS & REFUNDS

Can I return or exchange my items?

We take every effort to ensure the quality of our products, and that your purchase arrives to you in perfect condition. Should you experience a problem with your order, please email the team at hello@urbanwaycollective.com and we will do our utmost to resolve the issue.

We cannot offer a refund for a change of mind.

Please contact us at hello@urbanwaycollective.com within 14 days of receiving your product.

We will cover cost of the return if you have received a defective or damaged product and/or when the product falls under warranty and the product has under go WRA (Warranty Return Authorisation).

For any change of mind at customer's end, returns are made at the customer’s cost. We recommend using a trackable return shipping service. In this case shipping fees are non-refundable.

To be eligible for a return or exchange, your item must be in the same condition that it was in when you received it. Customer will be responsible for proper repacking of the product in it’s original packaging. If the original packing is not accessible, customer will be charged $100 for resending packaging material.

Refunds/credit notes will only be submitted once we receive the returned items in their original condition.

Please note we can only refund if goods are deemed to be faulty.

Please check our Refund Policy for more information.

SHIPPING

Do you ship nationwide?

Yes we do!

How much does it cost?

We offer free standard shipping in all orders within AUSTRALIA. No minimum spend required!

Where do you ship from?

We ship from Australia.

Please check our Shipping Policy for more information.

PAYMENT

What payment options can I use?

PayPal, Visa, MasterCard, Amex, ShopPay, ApplePay & GooglePay.

WARRANTY

Are your products covered by warranty?

We take every effort to ensure the quality of our products, and that your purchase arrives to you in perfect condition and it is of your satisfaction. We understand that, even if unlikely, there can be the odd manufacturing defect. For this reason each product warranty will defer. All of our electric mobility products such as e-bikes, e-scooters and electric skateboards are covered by a 6-12 months limited warranty depending on the brand of the product. Please refer to the product description and specification for warranty cover details.

The Urban Way Collective warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The Urban Way Collective warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by Urban Way Collective to provide service (not including standard periodic maintenance).

If you have any other inquiries regarding a warranty please contact us at u rbanwaycollective@gmail.com

STILL NEED HELP?

If you still need help, please contact us on urbanwaycollective@gmail.com and we will be able to help you with any other questions you have.