Frequently asked questions
Thirty-odd answers to the questions our support desk actually gets. If yours is not here, the contact form reaches the same technicians who assemble the bikes.
Thirty-odd answers to the questions our support desk actually gets. If yours is not here, the contact form reaches the same technicians who assemble the bikes.
Ordering & payment
Do you ship to my state?
Yes. We ship to all 50 states, including Alaska and Hawaii. Oversized-item surcharges apply outside the contiguous 48 and are shown at checkout before you pay, not bolted on afterwards. We do not ship internationally. Full shipping policy
What payment methods do you take?
Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Apple Pay and Google Pay. Your card is authorised at checkout and captured when the order dispatches, so an out-of-stock situation never leaves you waiting on a refund.
Do you offer financing?
Yes, through Shop Pay Installments on orders over $250. Terms are four interest-free payments or longer terms at a rate set by your lender. The soft credit check at checkout does not affect your credit score.
Can I change or cancel an order?
Yes, up until it ships. We dispatch same-day on orders placed before 12pm CT, so email support@nationalmotorbike.com or call (844) 555-0182 as soon as you can. Once a tracking number exists we cannot pull the parcel back, but you can still return it.
Do you charge sales tax?
Sales tax is calculated at checkout based on your shipping address, and we collect in every state where we have economic nexus. The figure on the order confirmation is the final one.
Shipping & delivery
How long until my order arrives?
One business day of handling, then 4 business days of ground transit. Most customers in the continental US have their order in under a week. Each product page shows a live estimated arrival date for today’s date rather than a generic window.
When is shipping free?
Free standard ground on every order over $99. Under that, flat $9. Bikes and scooters ship free regardless of order total, because nobody should pay freight on a $2,000 purchase.
How is an ebike actually shipped?
Bikes and scooters arrive 90-95% assembled in a reinforced carton. You fit the front wheel, handlebars and pedals, then torque them to the values printed on the card inside the box. Expect fifteen minutes and one 5mm hex key.
Can I track the delivery?
Every dispatch sends a tracking link by email, and the same link lives on your account under Orders. Our carriers also send their own notifications if you opt in with the tracking page.
My tracking has not moved in two days.
That is usually a carrier hub scan gap rather than a lost parcel, and it resolves on its own. If tracking has been static for three business days, tell us and we will open a trace with the carrier and, if it is genuinely lost, replace the order.
Do you ship to a freight forwarder?
No. Freight-forwarded orders void the warranty and we cannot support them, because damage after the forwarder takes possession is not something we can verify or insure.
Bikes, scooters & fit
How much range will I actually get?
Our published figures are tested on flat asphalt with a 165lb rider at moderate assist. Real range depends on four things: rider weight, terrain, temperature, and how hard you lean on the throttle. Expect 25-35% less in a hilly city in January with the throttle pinned, and more than we claim if you pedal and stay in the lower assist levels.
What size bike do I need?
Each product page lists a rider height range and a standover height. Standover matters more than the headline frame size: you want roughly an inch of clearance for a commuter and two for a trail bike. If you are between sizes, size down for a commuter and up for a trail build.
Is assembly difficult?
No. Front wheel, handlebars, pedals, then torque to spec. Every bike ships with the tools needed and a card showing the four torque values. If you would rather not, checkout offers a pro-assembly option where a local partner builds and tunes it before handover.
Are these street legal where I live?
Most of our ebikes ship set to Class 2 – 20mph with a throttle – which is legal on roads in nearly every state. Many can be unlocked to Class 3 (28mph assist), which is restricted from shared paths and some trails. Scooter rules vary far more by city. Read the regulations guide
Can I ride in the rain?
Yes, with caveats. Motors, batteries and controllers are IP65-rated, meaning they shrug off rain and splashes. They are not submersible, and wading through deep water voids the warranty. Charge indoors and dry the pack before plugging in.
Do you sell replacement parts for discontinued models?
Batteries, chargers, controllers and wear items stay stocked for five years after a model is retired. If a part is not on the site, ask – we often have it in the warehouse without having listed it yet.
Battery & charging
How long does a charge take?
Three to five hours on the included charger. The optional fast charger roughly halves that. Charging to 80% instead of 100% for daily commuting meaningfully extends pack life, which is why the fast chargers stop there by default.
Should I leave it plugged in overnight?
The BMS cuts charging at full, so an occasional overnight charge is fine. For daily use, charge to 80% and top up before a long ride. For storage longer than a month, leave the pack at roughly 50% and charge it every three months.
How many charge cycles should I expect?
Roughly 800 full cycles to 80% of original capacity on our 21700-cell packs, which is four to six years for a typical commuter. Cells are matched and the BMS balances them, which is most of the difference between a pack that lasts and one that does not.
Can I buy a second battery for longer rides?
Yes, and on most models it is the cheapest way to double your range. Packs are hot-swappable with a keyed latch. Match the voltage and amp-hour rating exactly – never mix a 48V and a 52V pack, and never parallel two packs into one controller.
Is the battery covered if it degrades?
Yes. The pack is covered for 2 years against capacity falling below 70% of rated, which is a stronger promise than the industry-standard “fails completely” wording. Warranty terms
Warranty, returns & service
What if I simply do not like it?
Return it within 30 days. Unopened and unused means a full refund with no restocking fee. A bike or scooter that has been ridden carries a 10% restocking fee. How to start a return
Who fixes it if something breaks?
We do, or a local shop we pay. Covered repairs are handled either by shipping the part to you with a video walkthrough, or by a partner shop near you invoicing us directly. Most issues are resolved without the bike leaving your garage.
Do I have to register the serial number?
No, but do. We can honour a claim from the order record alone, but without registration every claim starts with proving purchase. Registration takes two minutes in your account. Register a product
Do you offer maintenance plans?
Yes – a prepaid annual tune, plus a full-service tier for riders doing serious mileage. See the service plans or just book a one-off tune.
Something arrived damaged. Now what?
Photograph the carton and the damage before discarding anything, then contact us within 48 hours of delivery. We file the carrier claim ourselves and ship the replacement part immediately rather than making you wait for the claim to settle.
Account & support
Do I need an account to order?
No. Guest checkout is available and complete. An account is only worth it for order history, serial registration and warranty claims, which is why we do not force it.
How fast does support reply?
Under four business hours during Mon-Fri, 8am-6pm CT, and the same day at weekends. Phone support is answered by technicians who work on the bikes, not a call centre.
How do I get warranty service?
Start from your account’s Orders tab or email support@nationalmotorbike.com with your order number and a description of the fault. Including a short video of the problem usually gets you a diagnosis on the first reply.
Where are you based?
Warehouse and support operations are in the United States, which is why parts ship domestically and warranty claims do not cross a customs border.
Not answered above?
Send us the model, what it is doing, and what you have already tried. A real technician replies, usually within four business hours.