20" Tyres

 

 


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Frequently Asked Questions

What's in the box?

Upon delivery, 90% of the components are pre-assembled. Just install the front wheel, saddle, pedals and handlebar.

The kit includes the e-bike body, battery, charger, rear hanger and tools.

Do your e-bikes come with locks?

We would highly recommend you purchase a reliable bike lock to protect your e-bike.

Check out our blogs for guides on this.

How to make my battery last longer?

The 4 key points to make the battery last longer are:

· Charge properly

· Discharge moderately

· The right temperature

· Proper storage

Is there any daily maintenance required?

While our bikes are rather low-maintenance and do not require special attention, it's definitely helpful to use our suggestions below to help keep your e-bike at its best.

Inspection

Regular inspection can help with spotting possible mechanical malfunction. We recommend you do the following checks on a regular basis:

Functionality of your brakes

Functionality of your lights

Tire pressure

Cleaning

Regular cleaning can make your bike shine and prolong its lifespan, especially after your bike has gone through an extreme ride (muddy road, heavy rain, long-distance, etc.).

Do not use a high-pressure water jet as it may damage the bearing and electronic components of the bike.

No Lube

Do not use lubricant on your electric bicycle; the motor system does not require any lubrication. Lubing with oil could damage the drivetrain system.

Where can I take my Merkx e-bike for service or inspection?

Our e-bikes can get serviced at most bike shops since most of the components can be found on the market.

If you need help with the motor, battery, display, sensor, light, or controller, please do not hesitate to contact us at service@merkx.com.au. We will help you diagnose the issue, and send you the needed replacement parts, together with a video installation guide.

You can get it installed at a trust-worthy local bike shop.

What's the price of the battery when I want to change one?

You can get replacement batteries from us for free within 6 months.

After that, you can still buy batteries from us for many years to come.

We will add 0 mark-up to any needed replacement battery, and the actual price will be floating based on the market condition.

Our current estimation is $500.

Why should I choose Merkx?

Our e-bikes are compatible with most accessories on the market.

We do not just want to provide the best riding experience for our urban adventurers, but also the best service possible.

We offer a 2-year warranty on all our e-bikes (5 years on the frame & front fork).

We can send you brand-new spare parts when needed within the warranty.

If you have a question or face any issue, just contact us at service@merkx.com.au. Our customer support team is ready to help.

Most bike shops can service the components. Other than the core electric components, we use as many standard bicycle parts as possible.

Portable or integrated battery, we have the right e-bike to suit your preferences. Even after the 2-year warranty, you can still purchase new batteries from us.

If you still have questions, please do not hesitate to contact us at service@merkx.com.au.

Which payment method does Merkx accept?

We accept all major credit cards, debit cards, PayPal, Apple Pay, Google Pay and Shop Pay.

What to do if my payment failed?

If you could not make a successful payment, please kindly proceed with the following steps:

1. Check if your card has sufficient funds. 2. Check your internet connection, and refresh your page. 3. Contact your card issuing bank for help.

If you need any further assistance, please do not hesitate to contact us at service@merkx.com.au for help.

Can I cancel or change my order?

If you want to make changes to a placed order, please kindly contact us via service@merkx.com.au as soon as possible.

Please note that an order modification is only possible before the order status changes to "Shipped", and we are not able to change a "Shipped" order.