Help Center
FAQ
Payment & Orders
What Payment Methods Do You Accept?
Currently, we are able to securely process payments from American Express, Visa, MasterCard, PayPal, Google Pay and Apple Pay thanks to secure payment processing from Stripe.
where is my order?
Enter your order number and the email used when you placed your order to view order status, tracking information, and more.
If there is no tracking information for a few days after the shipment is made, please contact us for an update.
I ordered two items, why I have received only one?
Because the shipment weight is overweight, we usually ship them separately. So both reach at different days and times. Please don’t panic and just keep tracking the item in your orders window or your email. If you still cannot find it, please contact us.
How do I change or cancel my order?
How do I change or cancel my order? Please contact us before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out. And if you need and confirm to cancel the order before ship, 5% of the order total amount will be deducted as a processing fee.
If you want to cancel an order that has already been shipped out, please contact us when you receive the package, then we will create a return label for you to return. And we will charge a $ 150 shipping charge per item and issue a refund after the package is returned to us.
My code is not work
If you got a code from YouTuber or another website, the discount code has a validity period, usually one month. Unfortunately, you can only buy the product at the original price
Why does the coupon code doesn't work?
If your coupon code does not work, it is most likely to be out of date. Kindly please use the coupon within the period of time for its use.
Others
What terrains can I ride my HiPeak in?/ Can I ride on the beach or sand?
The fat tire All-Terrain E-bike allows you to conquer all types of terrain sand, snow, gravel, prairie, off-road trails, etc.
HiPeak can be used to cruise the beach. It's important to rinse sand and saltwater off your bike every day to keep the metal from corroding.
Parts other than moving parts (like handlebars and seats) can just be wiped down with a damp cloth.
Or if you live in a humid area or riding off-road, we think it’s a good idea to spray down all moving parts and bare metal before riding or storing in damp or corrosive environments. After riding clean then treat again.
What's the difference between Bona and Elias
Bona is a step-over frame, while Elias is a step-thru frame.
Can I order HiPeak in a custom color?
Sorry we do not currently offer custom color services.
You can choose the color on our website, it definitely stands out.
What kind of weather can I ride in?
HiPeak is built to the IPX5 water-resistant standard. It indicates your bike is resistant to multi-directional water splashes, meaning it is okay to ride or park your HiPeak in rain. Light to moderate raindrops or splashes from a wet road will not harm your ebike, but be weary of harsher weather and rainfall conditions.
Additionally, do not stay too long in heavy rain. The general rule of thumb is, if weather impacts your visibility and has the possibility to affect your bike's functionality, it is likely not a safe riding condition. With that in mind, safe riding!
Shipping
Can I change the delivery address after the package is sent?
Please contact customer service if you want to change the address. We will try to help you with that. Customers need to pay an extra $20 per item for changing their address.
Do You Ship to Alaska and Hawaii?
No, currently, we are only capable of shipping to the Mainland United States (lower 48 states).
How long should it take for my HiPEAK E-bike to arrive?
In-stock orders typically ship within 1-3 business days, unless otherwise noted on the product page. Please allow 2~8 business days for your shipment to arrive at your address. For pre-orders, please refer to the shipping date on the product page. A shipping confirmation email will be sent to your email once the order has shipped.
Do you provide expedited shipping or delivery?
Currently, we are only able to offer standard shipping services to our United States customers. If you are in need of any order or delivery adjustments, please contact: support@hipeakbike.com
I need to make changes to my delivery. Who do I contact?
If you need to make changes to your delivery, please contact: support@hipeakbike.com
Why does it show my package has been delivered while it hasn't?
Packages might be delivered to your front door or signed by your neighbors. We suggest you check with your neighbors first. Or you can check with the shipping company with your tracking number. If possible, please check and provide us with your surveillance video which may help us solve the problems.
What if my package was lost during the shipment?
We will contact FedEx and ask them for a reply, while you can also submit a dispute to FedEx or Amazon with your tracking number. If the package is lost, we will send a new one for you.
What if the package is broken/the item scratches when arrived?
Due to FedEx's failure to deliver the bike as required during transportation, parts of the wear and scratch may cause by the parts crashing together, although we have packed all the parts to prevent these situations as much as we can. Please send us the related pictures or videos which would help us check the condition and solve the problems.
Return & Refund
Can I return my package if I just opened the package?
Yes, but for unworn, unopened package, unused, and the ebike must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $200/pc when we are making a refund for non-defective products/No-longer needed Products
Can I return my bike if I don’t like/want it?
Yes, but only can get a refund within 15 days: unworn, Unopened package, unused, and the ebike must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $150/pc when we are making a refund for non-defective products/No-longer needed Products
How can I return items?
To start a return, you can contact us at support@hipeakbike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. HiPEAK is not responsible for the shipping cost of the package returned by the customers themselves
What is the status of my refund?
Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund. If you have chosen the refund to your credit card, the whole process may need 7-14 business days as your card bank needs to process the refund to you.
Please understand that we need to refund your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed.
HiPEAK Ebike Classes
What Are Ebike Classes?
E-bikes have motors on them. Naturally, an ebike can have too much speed. Now, bikes don't have proper safety levels. That's why ebikes are not considered safe rides.
To avoid e-bike accidents, the US has classified ebikes into three categories. The categories are based on speed and driving mechanisms. So, before buying an e-bike you should know which ebike class suits you the best!
Different Ebike Classes Explained
E-Bike Class 1
The class 1 e-bike is a pedal-assisted bike. The bike's motor will support you till 20 mph. Then, the motor will automatically cut its power. A pedal-assisted e-bike means you have to pedal your bike to activate the motor. The throttle won't work separately.
E-Bike Class 2
A class 2 e-bike is a throttle-assisted bike. But, the throttle will support only 20 mph top speed. A class 2 e-bike has a separate throttle control. So, you don't have to pedal your bike to activate the motor. Just twist the throttle and your e-bike will run fully on the motor.
E-Bike Class 3
Class 3 e-bikes can be called really speedy. These bikes can reach 28 mph speed. But, it's a pedal-assisted bike.
HiPEAK Ebike Classes:
BONA & ELIAS: Class 3
Warranty
Warranty Period
Our optional manufacturer’s warranty is limited to 1 year for electrical and mechanical components from the date of purchase of the e-bike. It is limited to the first purchaser and subject to the prior registration of your HiPEAK e-bike on www.hipeakbike.com. The warranty starts once the first purchaser has received their order.
If something goes wrong with my ebike, what can I do?
Please do not worry, for any bike issues, just contact us by reaching out to the support, we will help you fix the problem and ship the replacement parts to you, the after-sales department will follow up until your case has been taken care of it.
Do I need to register my Ebike for warranty purposes?
No need to register, for any bike issues, just send an email with a video or some photos showing the malfunctioning part/component are required by the one-year warranty as there may be a simple fix to the problem. If any replacement parts are needed, our support team will look into it based on the photo/video you provided, and get back to you with an optimal solution in 24 hrs.
Assembly instructions
HiPEAK E-bike Assembly and folding instruction
For detailed instructions please view the assembly video.
https://www.youtube.com/watch?v=zjiVs8IN7NM
Basic troubleshooting
When powered on the motor does not respond
Possible causes:
1. Loose wiring
2. Loose or damaged throttle
3. Loose or damaged motor plug wire
4. Damaged motor
Please reconnect the motor plug wire, if the problem is not resolved, feel free to contact us: support@hipeakbike.com
Reduced range
Possible causes:
1. Low tire pressure
2. Low or faulty battery
3. Driving with too many hills, headwind, braking, and/or excessive load
4. Battery discharged for long period of time without regular charges, aged or damaged
5. Brakes rubbing
Most common solutions:
1. Adjust tire pressure
2. Check connections or charge battery
3. Assist with pedals or adjust route
4. Replace the battery
5. Check the brakes
Battery troubleshooting
How to charge my HiPEAK bike?
1. Take the battery pack off using the key switch.
2. Remove the rubber cover on the charging socket on the opposite side of the battery switch.
3. With the battery on or off the bike, place the charger in a flat, secure place, and connect the DC output plug from the charger (round barrel connector) to the charging port on the side of the battery pack.
4. Then connect the input plug (110/220-volt plug) to the power outlet, charging should initiate and will be indicated by the LED charge status light on the charger turning red.
5. After the charging indicator light turning green, unplug the charger from the outlet first and proceed to remove the charger output plug from the bike charging port.
Always charge your battery in temperature between 10 and 26 degrees Celsius and ensure the battery and charger are not damaged before initiating charge. If you notice anything unusual while charging, please discontinue charging and using the bike and contact HiPEAK Bike for help.
My battery seems to discharge way too soon, I only ride it one hour.
We're sorry that your battery is having some trouble! Before we look further into the matter, please do some checking to confirm the problem.
1. how long have you charged this battery? （ It should be at least 5-7 hours.）
2. Was there a fan sound inside the charger when you charged it?
3. Please take a photo of the charger light and the battery lights when they are charging.
4. Use a voltmeter to TEST the battery voltage and take a photo.
Please contact our support team with pics, we will check and help you quickly!
Battery sparking
Please do not worry, the sparking from the battery is normal. As long as the sparks aren't massive, don't come with smoke, and it only sparks when connections are made, there's nothing to worry about.
How to remove and mount HiPEAK Ebike battery?
In this video below, you will be guided how to remove and mount the battery
Please click here.
Motor
Irregular noises
Irregular noises from the motor can be caused by a variety of scenarios, whether something is going on internally inside the motor or the issue is purely external. If your ebike's motor is making unusual noises, the first step we recommend is checking the motor cable and the 10-core cable first, whether if there is any arced to cause this intermittent buzz reaction.
Motor shut off or make noise when rider climbs at low speed or when he starts with throttle on a slope
Please do not worry, it's a normal situation and the motor is not defective. On a slope, low speed or slow start might sometimes lead to the shut-off, which is actually protection designed to maintain the motor in great function. To avoid this, you can increase the speed when climibing and pedal a little when starting on a slope.
Maintenance and Tips
Basic battery charging tips
• The battery should be recharged after each use. There is no memory effect, so you can charge the battery after short rides without damage.
• The battery can be recharged on or off the bike.
• Remove the battery by turning the key and then pulling the battery forward and up until the battery detaches from the mating receptacles.
• The charger will automatically stop charging when the battery pack is full.
• Always charge in dry locations and indoors away from direct sunlight, dirt or debris.
• Do not cover up the charger when plugged in or charging, it air cools and needs to be left in an open space. Do not charge with the charger in the inverted position which can inhibit cooling and reduce the charger's life.
• Check the charger cables, charger, and battery for damage before beginning each charge.
• The light on the charger will turn green when charge is complete and stay red while the battery charges.
• Charging normally takes 3~5 hours, however it can take longer when you first receive the bike since the battery pack is balancing.
Bike maintenance
HiPeak e-bikes are designed to be used and enjoyed in a variety of climates and conditions. As with any bike, you need to take care of your e-bike to ensure it isn’t damaged by the elements.
Park indoors whenever possible.
If you must park outdoors in rainy or wet conditions, do not do so for an extended period of time, and afterward park in a dry location to allow the bike systems to dry out.
If covering the bike with a tarp during rain, do so only temporarily, and be sure to remove the tarp once the rain has passed to allow moisture and condensation to evaporate.
Properly store your bike.
Store the bike under shelter and in an upright position for best drainage.
Avoid leaving the bike in the rain for extended periods. If exposed to rain, dry your bike afterward, and apply anti-rust treatment to the chain and other unpainted steel surfaces.
Avoid exposure to corrosive substances.
Perform Regular Maintenance
Keep up with maintenance.
When any bike is exposed to wet conditions, it will need a more frequent maintenance schedule to prevent rust and corrosion and to ensure all systems work safely.
Clean your bike as needed.
To clean your bike, wipe the frame with a damp cloth.
If needed, apply a mild, non-corrosive detergent mixture to the damp cloth and wipe the frame.
Dry by wiping with a clean, dry cloth.
Never use the spray from a hose or a high-pressure washer on your e-bike.
Take a look at our cleaning guide here for more details.
Use touch-up paint on scratches or chips.
Keep the chain clean and lubricated.
Ensure the chain is clean, lubricated, and runs smoothly. Take extra care with chain maintenance if the bike is used in wet, salty, dusty, or otherwise damaging conditions.
Get help from a local, reputable bike shop to determine which chain lubricant ("lube") is best for your local weather and riding conditions.
Avoid Moisture and Salt
Keep your electrical components dry.
Never immerse or submerge the bike or any components in water or liquid. Doing so can damage the electrical system.
Rain is designed to flow off of electrical components from top to bottom, so be sure to keep the bike upright when the bike is wet and while it is drying.
Avoid riding on the beach, in coastal areas, or in areas treated with road salt or deicing compounds.
Doing so exposes your bike to salt (or other chemicals), which is very corrosive. Exposure to salt water or deicing compounds can cause permanent, irreversible damage to electronic components.
If riding in coastal areas or in areas treated with road salt or deicing compounds, wipe down your bike frequently and wipe or spray all unpainted mechanical parts with anti-rust treatment. Damage from corrosion is not covered under warranty.
After riding your e-bike in dirty, sandy, or wet conditions, it is always a good idea to inspect your bike to make sure all components are clear of dirt, debris, and moisture. Before every ride, inspect all components to ensure they are secure and in good condition.
When should I replace my tire?
How long your eBike tires last is dependent on a few factors—rider weight, terrain, vehicle weight, and riding habits all impact the life of your tires. Still, the average lifespan of e-bike tires is about 1,000 to 3,000 miles.
he following are some warning signs that it's time to replace your tire:
The tread looks worn out
There are cracks in the tire wall
Cords are showing and/or there are cuts in tread in the sidewall
Any cracks shown on the sides of the tire
About our bikes
battery
What is the life of my battery?/ How many years will my battery last?
Battery life: 900cycles
Charging a well-cared-for, properly stored battery could potentially last the lifetime of the bike.
Actual battery performance and range depend on factors such as proper storage or how often the battery is drained and recharged.
Is the battery removable?
Yes, the battery is removable, you can take it out with the key easily.
What is the weight of the battery?
The battery weighs about 9lbs.
How can I extend the life of my battery
We recommend keeping your battery charged between 40% and 70%.
This will optimize your battery's lifespan.
Is the battery waterproof?
Water resistence: Yes
Level: IPX5
How should I store my bike over the winter?
Proper storage of lithium-ion batteries is becoming more common as more devices use them, and your bike is no different!
Depending on where you live, with winter, may also come the threat of extreme conditions, prolonged rain or snow, and low temperatures. These factors will all have an impact on how you should store your ebike over the winter. Below are some best practices regarding e-bike storage during the winter:
1) Clean before storing. Clean all of the dirt and debris off your ebike's frame and then wipe it down with a dry cloth. Don't forget to check that the battery contacts are clean and dry. Lastly, lube the chain and spin the crankarms a couple of rotations to ensure the lube circulates the entire chain.
2) Charge your battery. Lithium-ion batteries, like the Magicycle battery, should never be stored with an empty charge. Charge your battery to a 75%-80% charge level before storing. You will want to check up on your ebike battery monthly to make sure the battery doesn't drop below the 75%-80% range.
3) Store your ebike battery in a cool, dry place and never attached to your ebike or on the charger. For example, on a wooden surface in the garage is best. If you live in an area with below-freezing temperatures, you can also store your ebike battery inside somewhere safe. Temperatures for battery storage should be between 32 °F – 104 °F (0 °C – 40 °C).
Basic battery charging tips
• The battery should be recharged after each use. There is no memory effect, so you can charge the battery after short rides without damage.
• The battery can be recharged on or off the bike.
• Remove the battery by turning the key and then pulling the battery forward and up until the battery detaches from the mating receptacles.
• The charger will automatically stop charging when the battery pack is full.
• Always charge in dry locations and indoors away from direct sunlight, dirt or debris.
• Do not cover up the charger when plugged in or charging, it air cools and needs to be left in an open space. Do not charge with the charger in the inverted position which can inhibit cooling and reduce the charger's life.
• Check the charger cables, charger, and battery for damage before beginning each charge.
• The light on the charger will turn green when charge is complete and stay red while the battery charges.
• Charging normally takes 3~5 hours, however it can take longer when you first receive the bike since the battery pack is balancing.
Max range
How can I maximize the battery range?
A lot of factors may affect the miles of range, such as whether you are riding commute or off-road, your weight, going uphill or slope.
Riding on lower levels of pedal assist will maximize your battery's range.
Riding on higher levels of pedal assist and aggressively using the throttle will drain your battery much more quicker.