Mate owners
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Once your order has been confirmed we will notify our warehouse to begin preparing the order for shipment. When your order leaves our warehouse, you should receive an email with a Tracking Number – you can use it to track the location of your goods on the way to your doorstep.
Please contact our Customer Support through the Support button in the bottom right corner of the page if you are experiencing any issues with tracking your order.
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For insurance purposes we recommend you register your MATE bike as soon as you receive it. Should your bike get stolen most insurance companies and the police will require you to provide a frame number. Registration helps you keep a record of this important information.
Please note: We also advise that you hold onto your sales receipt/invoice for further proof of ownership.
To register your MATE bike you need to do 2 things:
- Locate the frame number on your bike (located on the bottom bracket, between the pedals).
- Register the number in our MATE Assistant
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Welcome you the MATE family.
On this page you will find instructions on how to assemble your MATE along with tips on how to configure the bike for optimal performance. Let’s get this show on the road!
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Flat tire? Lights not working? Looking for easy solutions? We’ve Got You Covered!
Please take a look at the most common issues and easy troubleshooting steps that will get your bike back on the road!
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Click here for important tips and advice to be aware of and ensure the proper use of your battery and charger.
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Download a MATE owners manual here.
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Access your online account here.
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As a consumer, you have the right to withdrawal within 14 days of receiving your purchase when you shop with MATE.BIKE
The withdrawal period expires 14 days after the day the customer receives the item. If a customer has ordered multiple items in one order but they are delivered individually, the withdrawal period will start counting from the day the customer received the last item.
The customer must, within 14 days of receipt, notify MATE.BIKE to withdraw the purchase. Please click the support button in the lower right corner. We’ll get back to you as fast as we can. The notification must be made with a clear message that the customer wants to use the withdrawal right. Customers can use the withdrawal form. You can find this and read more in our Terms and Conditions.
Customers cannot cancel the order by denying receipt of the product. If a customer denies delivery, the cost will be deducted from the refunded amount. -
Every MATE bike and battery comes with a two-year limited manufacturer warranty. If a manufacturer production defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc.
You can read more about the warranty in our Terms and Conditions.
Please contact our Customer Service through the support button in the bottom right corner of the page, if you can’t find the information you need.
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A license is not required for MATE bikes with 250W motors. As all 250W bikes are pre-set with a 15mph / 24kmh maximum speed, making them completely legal on public roads. The difference between the 250W and the 250+W is that the 250 model contains a 11Ah battery, and the 250+ contains the 14Ah battery, this does not affect the legality of the bike.
All MATE bikes with motors above 250w are in full compliance with the requirements for most states in the US. The US eBike certificate is called CPSC1512. Please note that in the EU, Canada, Norway, and Switzerland, the MATE 750 is legal when riding on private property (not the public road). If in doubt, please check your local regulations.
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Insurance and registration can differ depending on location, therefore we would recommend that you check with your local authorities.
Accident and/or personal damages insurance is recommended.
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All MATE bikes come with the “MATE-promise” return guarantee. We’re sure you’ll love your new MATE, but if you’re not happy, we guarantee a refund on orders returned to us within 14 days of delivery.
All returned MATE bikes must be returned in a resellable condition: in their original packaging without damage or wear. If you wish to return your order, please contact our Customer Support through the Support button in the bottom right corner of the page.
#MATEpromise
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Yes! MATE bikes are built with a modular “plug and play” design so it is possible to replace and upgrade hardware easily.
You can see all accessories such as lights, racks, batteries, etc. available in our online store.
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Browse our Service Partners here.
I don't own a mate yet
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If an item is listed as a ‘pre-order’ please be sure to take note of the ‘delivery from’ date. As our pre-order items are not in stock, we outline the date we expect to be able to ship items from our warehouse. We estimate the delivery to be finalised 2 to 3 weeks after this date.
Please note that the date provided as the “Delivery From” date is an estimated date based on the information we are given from our suppliers and shipping company. These dates are subject to change, in this instance, you will be notified in the “your orders” section of your account.
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You can change your order at any time whilst the order is still processing, please note that once the shipment has been arranged we are unable to change the order.
*Please note that we can only change the order to another item that is currently in stock*
For webshop order cancellations, we offer a full refund before the shipment has been arranged. Please be aware refunds can take up to 14 days to complete.
For crowdfunding/campaign purchases; due to the nature of production we do not accept cancellations after the campaign has ended.
If you need to change or cancel your order, please contact our Customer Support through the Support button in the bottom right corner of the page.
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Once your order has been confirmed we will notify our warehouse to begin preparing the order for shipment. When your order leaves our warehouse, you should receive an email with a Tracking Number – you can use it to track the location of your goods on the way to your doorstep.
Please contact our Customer Support through the Support button in the bottom right corner of the page if you are experiencing any issues with tracking your order.
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Yes, you can book a test ride here.
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Every MATE bike and battery comes with a two-year limited manufacturer warranty. If a manufacturer production defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc.
You can read more about the warranty in our Terms and Conditions.
Please contact our Customer Service through the support button in the bottom right corner of the page, if you can’t find the information you need.
-
As a consumer, you have the right to withdrawal within 14 days of receiving your purchase when you shop with MATE.BIKE
The withdrawal period expires 14 days after the day the customer receives the item. If a customer has ordered multiple items in one order but they are delivered individually, the withdrawal period will start counting from the day the customer received the last item.
The customer must, within 14 days of receipt, notify MATE.BIKE to withdraw the purchase. Please click the support button in the lower right corner. We’ll get back to you as fast as we can. The notification must be made with a clear message that the customer wants to use the withdrawal right. Customers can use the withdrawal form. You can find this and read more in our Terms and Conditions.
Customers cannot cancel the order by denying receipt of the product. If a customer denies delivery, the cost will be deducted from the refunded amount. -
Yes! MATE bikes are built with a modular “plug and play” design so it is possible to replace and upgrade hardware easily.
You can see all accessories such as lights, racks, batteries, etc. available in our online store.
-
Every MATE bike and battery comes with a two-year limited manufacturer warranty. If a manufacturer production defect is found within this period, we will respond according to our warranty. This warranty does not cover normal wear and tear components such as tires, inner tubes, brake pads, chains, etc.
You can read more about the warranty in our Terms and Conditions.
Please contact our Customer Service through the support button in the bottom right corner of the page, if you can’t find the information you need.
-
A license is not required for MATE bikes with 250W motors. As all 250W bikes are pre-set with a 15mph / 24kmh maximum speed, making them completely legal on public roads. The difference between the 250W and the 250+W is that the 250 model contains a 11Ah battery, and the 250+ contains the 14Ah battery, this does not affect the legality of the bike.
All MATE bikes with motors above 250w are in full compliance with the requirements for most states in the US. The US eBike certificate is called CPSC1512. Please note that in the EU, Canada, Norway, and Switzerland, the MATE 750 is legal when riding on private property (not the public road). If in doubt, please check your local regulations.
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Insurance and registration can differ depending on location, therefore we would recommend that you check with your local authorities.
Accident and/or personal damages insurance is recommended.
-
All MATE bikes come with the “MATE-promise” return guarantee. We’re sure you’ll love your new MATE, but if you’re not happy, we guarantee a refund on orders returned to us within 14 days of delivery.
All returned MATE bikes must be returned in a resellable condition: in their original packaging without damage or wear. If you wish to return your order, please contact our Customer Support through the Support button in the bottom right corner of the page.
#MATEpromise
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All MATE bikes are delivered with full instructions within the owner’s manual and will be shipped in a sturdy box.
For those who are not very familiar with bicycles, it is highly recommended that you seek assistance from your local bike shop to have it assembled and set up before your first ride to ensure both optimal safety and comfort.
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If you have purchased a bike from our webshop and currently see the bike available in stock, then it will be delivered within 2 to 3 weeks of the purchase completion.
If the bike/product is available to pre-order, your order will be delivered 2-3 weeks after the “Available from” date.
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Unsure of which MATE model to buy? See below for a comparison of all our MATE bike components, including a comparison of our electrical and mechanical specifications.
MATE X 250W
MATE X 750W
Mate City 250W
Mate Icon 500W
Travel/ Battery range
(dependent upon usage,weather conditions
terrain and rider’s total weight)Up to 80+km/40+mi w/pedal-assist Up to 80+km/40+mi w/pedal-assist Up to 80+km/40+mi w/pedal-assist Up to 80+km/40+mi w/pedal-assist Max Speed EU: 25km/h US: 15mph EU: 32km/h US: 20mph EU: 25km/h US: 15mph EU: 32km/h US: 20mph Weight *without battery 27kg/60lb 27kg/60lb 15kg/33lb 15kg/33lb Bike dimensions Length: 180cm/71″
Width: 65cm/26″
Height: 124cm/49″Length: 180cm/71″
Width: 65cm/26″
Height: 124cm/49″Length: 90cm/35.4″
Width: 40cm/15.7″
Height: 108cm/42.5″Length: 90cm/35.4″
Width: 40cm/15.7″
Height: 68cm/26.7″Bike dimensions *when folded Length: 103cm/41″
Width: 59cm/23″
Height: 78cm/31″Length: 103cm/41″
Width: 59cm/23″
Height: 78cm/31″Length: 160cm/63″
Width: 57cm/22.5″
Height: 108cm/42.5″Length: 160cm/63″
Width: 57cm/22.5″
Height: 108cm/42.5″Rider size range 150-215cm/4’9″-7’0″ 150-215cm/4’9″-7’0″ 142-195cm/4’8″-6’5″ 142-195cm/4’8″-6’5″ Max permissible total weight 150kg/330lb 150kg/330lb 120kg/264lb 120kg/264lb *MATE X and MATE City 250 are legal worldwide and road-legal in EU according to EN15194 certification without any license.
*Please note that in the EU, Canada, Norway and Switzerland the MATES with motors above 250W are legal when riding on private property only,(not public road). If in doubt, please check your local regulations
Do you prefer talking to us directly?
Do you have a specific question or need support? Please contact our team on supportuk@mate.bike
Looking for more help?
Check our How-to videos for installing or replacing your new Parts & Accessories