First time on Indiegogo?

What is Indiegogo and how does crowdfunding work?

Indiegogo is a platform to fund ingenious, work-in-progress products and ideas. Although contributing to a campaign is not the same as purchasing a product, when you support a crowdfunding project, you help bring ideas to life! Learn more.

https://support.indiegogo.com/hc/en-us/articles/206389847-What-is-Crowdfunding-

 

How do I select a perk that interests me on this page?

On desktop, you’ll see a list with all available perks on the right-hand side of the page. Click on the perk you want, then click the "Get This Perk" button to be redirected to the payment page. If you're on a mobile device, scroll up to see all available perks.

 

How do I ask the project owner a question?

If you’ve already backed this campaign, you can leave a comment on the Comments tab, or send the project owner a direct message. Otherwise, you may be able to contact the project owner through their website or social media accounts. Learn more.

https://support.indiegogo.com/hc/en-us/articles/526826-How-do-I-contact-the-campaigner-

 

Already contributed to this project?

Can I change the shipping address for my perk?

In most cases, yes. Here’s how to do it. However, if the project has already started to ship perks, or if you need to change your country, you’ll need to contact the project owner in order to request any changes.

https://support.indiegogo.com/hc/en-us/articles/115002383767-Backer-FAQ#edit-shipping
https://support.indiegogo.com/hc/en-us/articles/526826-How-do-I-contact-the-campaigner-

 

Can I change the item, or perk, I selected?

You’ll need to contact the project owner directly to request any change to perks, like color or quantity.

https://support.indiegogo.com/hc/en-us/articles/526826-How-do-I-contact-the-campaigner-
 

Can I ask Indiegogo for a refund?

Indiegogo does not guarantee that the perks offered by the campaigner will be produced or delivered and is not directly responsible for refunding contributions. Learn more about our Refund policy.

 

https://support.indiegogo.com/hc/en-us/articles/526876-Refunds-Can-I-get-my-money-back-

 

How do I buy upgrades?

All perks can be found if you scroll down in the "Story" section. You must purchase each perk individually. In 14 days when Indiegogo sends us your order, we send you an email to access your account with us and confirm your order.

 

Am I affected by speed regulations?

we kindly ask everyone to look into their own rules and regulations in their respective countries since we simply cannot keep track of all countries worldwide. As for shipping the 750S we can indeed ship it to Canada so you will get your bike.

 

How long time can I change the order?

If you order the bike, and two months later you want to upgrade, that is, unfortunately, most likely not possible since it is being built. What will probably happen instead is that eventually you will be refunded. This is why we kindly asked backers not to order anything from Indiegogo after their bikes are sent to production since "sent to production" means just that - your bike is being built.

 

Does all 500W come with a throttle?

-Yes

 

How can I cancel the order?
If you made the order within 14 days then you need to contact Indiegogo.
On your bike contribution on indiegogo and you should have the option to click cancel. If you need help, please write directly to indiegogo at support@indiegogo.com

 

When will I get the order?

A normal procedure is that the products are sent in batches. So it depends on when you purchased it, and in what part of the world you live. You will receive information if you are Batch 1 or 2 - then your bike is scheduled to ship out xxxxx.

 

Can the display easily be removed?
-  4-6 screws so no.

 

How will I know when it arrives?

You will receive an email from the shipping company as soon as your bike is about to leave the port and be shipped to your home. So as soon as they contact you, please make arrangements with them on delivery.

18-X1 to Europe have an estimated delivery time of xxxx
18-X2 toUS have an estimated delivery time of xxxx

X-2 means the bikes that are "Continuous further shipments during April - June"
 

When do I get my batch number?

As you are a new order, you are not yet assigned a batch number. please be patient a bit longer. thanks !

 

How to pay for Tax/ VAT etc?

there are still taxes to pay which you need to pay any time you make a purchase. We could not charge these taxes through indiegogo due to their inability to charge different rates according to where the person was located around the world.

 

When will they be sent out?

They are send in batches + 10 weeks trip approx

 

What about Canada?

Canada is part of the US batches and is shipped from our US warehouses.

 

Frequently Asked Questions

The price is very low for an e-bike. How is that possible?

Our extensive experience in product sourcing and manufacturing helped us a lot to secure and develop excellent supplier and shipping partnerships so we can offer a high quality product for the lowest possible price. 
Crowdfunding certainly helps us to keep the costs down so we can work together with the factory to product the right amount of units, without dealing with high storage costs and other related expenses

Can I order MATE X 750 even though I do not live in US?

We deliver MATE X 750S anywhere in the world as long as local laws permit us to import Mate
NB: It is not officially legal to drive MATE X 750S on public roads in the EU. You are allowed to own it and drive it on private property.
NB: We have not obtained an import permit for MATE X 750S in Australia.We advise Australian backers to get a MATE X 250 or MATE X 250+

How much weight can MATE X handle?

MATE X is built strong enough to easily handle riders of up to 150 kg.

Does MATE X come in different sizes?

MATE X is designed to fit everyone from 150 cm /4’9” to those over 215 cm / 7’0” with ease. Just adjust the saddle and handlebar height to match your measurements and off you go.

I can't see the battery - where is it?

Batteries are not something that should be felt, not seen. That’s why ours is hidden nicely within the frame, protected by a locking mechanism.

Can I still ride my MATE X if the battery runs out of power?

Of course! If you run out of power, you can ride it as you would a regular bicycle.

Can the battery be removed?

Yes. The battery is designed in such a way that you can change it or replace with 2 easy steps that take less than a minute. Simply fold the bike frame at the middle, pull out the battery and you’re done.

How is MATE X delivered and is it easy to assemble?

MATE X is delivered with instructions in a securely packed box and requires minimal assembly. However, if you don't have much experience with bikes, we strongly recommend that you visit your local bike shop to get all parts tightened and thoroughly checked for the best experience.

How much does shipping cost?

Shipping is set to $200 due to the fact that we ship worldwide directly from our factory in Asia. It is also one of the reasons its possible to keep MATE X prices so competitive, as there are no intermediaries between you and the factory #MATEaffordable.
NB: Application of extra shipping costs:  if you are in a “difficult to ship area”, such as remote locations, extra shipping costs may be applied. Please also note that some destinations, such as remote islands, can prove simply impossible to ship to. If you think you live in a hard-to-reach location, then please contact us before placing your order.

My bike box arrived damaged. What should i do?

If there is visible damage to your MATE box that appears to have damaged the bike and/or its other contents, please notify the courier immediately as they are held responsible for all damage caused in transit. Request documentation from them stating that you have received a box with visible damages. You will need this for insurance purposes to qualify for a replacement MATE X. 

I live in Denmark, can I pick it up myself?

No. MATE X eBike is ordered in bulk and will be shipping to individuals directly from our assembly in Asia, as well as to regional commercial warehouses that is not setup for walk-in or local pickup.
All MATE X’s will be shipped via ground shipping to your address we have on file.

Why is my bike spec’d with a component that differs from that listed on your site?

MATE X is still in its prototype stage, so some components are subject to change if we find better, more suitable replacements. Once past this stage, we will continue to reserve the right to switch components for ones equal or higher in value. The purpose of this is to ensure that the customer continues to get the best value bike for the price.

What kind of warranty do you offer?

All MATE bikes and batteries come with a 2 year limited manufacturer's warranty. Should you encounter some production related manufacturer’s defect during this time, we will take care of it according to our warranty. As many elements of a bike may get damaged due to normal cycling use/natural ware, we do not offer warranty on parts such as tires, disc brakes, chain, brake pads, etc. For more details, please contact our customer service department.

What is your returns policy?

This is the "MATE-promise": We are so confident that you will love your new MATE so much, that we offer you a 14 days money back guarantee after you have received it, if you are not satisfied.
However, if you decide to do so, your MATE bike must be in new and re-sellable condition. #MATEpromise

Returns shipping to our nearest regional warehouse must be covered by you.

What kind of accessories do you currently have or can I expect in the near future?

We are soon offering a more powerful battery for MATE X 250+ and MATE X 750S only, as an upgrade or as spare battery. We are currently working to develop  a GPS, rear-rack with brake lights and more accessories and modifications, that we will introduce during the campaign.
Stay tuned for more information. Feel free to let us know what kind of accessories you’d be most interested in seeing. 

What about spare parts? Can any bike shop assist me?

The MATE X battery is custom built for our frame. These batteries you can buy directly from us. The rest of the components are fairly standard, so you can upgrade/repair/customize your bike as you wish with other parts either from us or your local bike shop.

Is it really true I can get up to 80 miles on a single charge with "BOOSTER"?

In ideal conditions and in ECO+ mode = Assist level 1, this can be done.
Keep in mind, though, that other factors can also influence your reach such as power assist setting, terrain, total bike/rider weight, weather and riding conditions (city vs countryside). City or country side riding On "BOOSTER" battery, you can get anywhere between 20-100 miles, depending on your riding style. For maximum range, it certainly helps to add a bit of human power - especially on steep climbs and when accelerating.
**All MILES/KILOMETERS listed on Indiegogo are "UP TO" and not guaranteed.**

Do I need a licence to ride MATE X?

No. Our bikes are made 100% street legal. We offer two distinctive versions of MATE: MATE X 250 / 250+, with a 250W motor which is legal in the EU, and MATE X 750S, with a 750W motor for the US.

MATE X 250 and 250+ with 250W motor, is by default limited according to EN15194 to the top speed of 25 km/h (15,5 mph). This means that the motor will only help you up to 25km/h. MATE X 750S, with its 750W motor, is limited to 20 mph (32 km/h), which is the legal limit in US. It will be possible to change these settings with some reprogramming which we will make available after the campaign through MATE.community.

Who is responsible for any additional taxes, duties or VAT/GST?

The backer is responsible for these costs. Please check your country's import duties/VAT/GST before purchasing. It is currently 0% in the US and varies internationally. 

Duties/VAT/GTS is to be paid before we can deliver your MATE X. We will send payment links, invoice overview and ask for a final delivery address confirmation before we ship your MATE X. 

Can I test ride a MATE X bike?

At this stage, test rides are only available in Copenhagen. Contact us by email for a test ride.

Can I get a refund?

Please refer to IndieGoGo's policy here.

In the event we are unable to deliver your MATE X to your location due to any legal restrictions on the import or delivery of your bike, we shall refund you 75% of the amount on your indiegogo campaign contribution. You are responsible for determining whether its legal to import, deliver, and operate the MATE X at your location. In the even you cancel your Indiegogo contribution more than 10 days after it was made, we will assess an administration fee of 25% of your pledge and shall refund the remainder. 
 

Can I change my order?

Yes, it is possible to upgrade or downgrade your product. If we are still in the campaign period, the best way is to ask for a refund is through your profile on Indiegogo where you’ll find a “refund” button. And then “back” a new perk/make the order again. If the order is locked and you are transferred to our database, we charge an additional fee on 50 USD in administration fees.