SURFACE 604 FAQ
ABOUT THE BIKES
What is the difference between pedal-assist (including torque sensor) and throttle-assist e-bikes?
Pedal-assist e-bikes are designed to only actuate the motor when the rider is pedaling. On the other hand, throttle-assist e-bikes have the ability to generate full power on demand to give you that quick burst to climb a hill or safely get through an intersection. Ideally you would your e-bike to be equipped to do both, which is the case with all of our models.
Which is more suitable for me – a hub or a mid-drive motor?
For the vast majority of riders, a hub motor is the obvious choice given that it generates more torque, requires no maintenance and is the more affordable option when compared to a mid-drive motor. Mid-drive motors are best suited for advanced technical terrain riding, where weight distribution becomes more important.
How fast can Surface 604 e-bikes go?
The top speed of the Rook, Colt and Boar is 20MPH. The Shred is capable of reaching 28MPH.
What is the weight capacity of your e-bikes?
The weight capacity of all of our models is approximately 285lbs.
How far can I ride before the battery dies?
The riding range varies based on the weight of the rider, terrain and level of assist. Generally speaking, the range on a full charge is up to 35 miles for the Boar and 40 miles for a Shred (using the stock 48V 14Ah battery). The Rook and Colt can achieve a range of 50 miles.
Do I need to pedal the bike to move?
In pedal assist mode the motor automatically provides assistance proportionate to the rider’s pedaling effort. The harder the rider pedals, the more the assistance the system will provide. In throttle mode, the rider can propel the bike without having to pedal.
Does the battery charge while I am peddling?
Pedaling will conserve the battery, but it doesn’t actually charge it. The battery will only charge when it is plugged into the wall.
Are the bikes permitted aboard an airplane?
Currently, U.S. Department of Transportation regulations prohibit all e-bikes from being transported aboard commercial aircrafts due to the lithium ion batteries being categorized as “dangerous goods”. That being said, all major courier delivery services including FedEx, UPS and DHL are capable of shipping e-bikes.
How do I figure out what size bike is right for me (S/M vs. M/L)?
A rider’s height is the best determinant for size with S/M (17.5” frame) optimal for people 5’2” to 5’7” and M/L (19” frame) ideal for those 5’8” to 6’6”.
Is there a guide for using the display and controls?
Yes! Electric Bike Review has a video on how to use the bike's display and controls. Click here to watch the video!
PAYMENT & DELIVERY
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can check out using either credit card (Visa or Mastercard). Unfortunately, we do not accept American Express.
WHAT SHIPPING METHOD DO YOU USE AND HOW MANY DAYS WILL IT TAKE FOR MY BIKE TO BE DELIVERED?
We ship with FedEx and UPS and it will take approximately five business days for your bike to arrive. Batteries are shipped seperately.
ASSEMBLY & MAINTENANCE
Where can I find the serial number on my bike?
The serial number is located under the bottom bracket.
ONCE I RECEIVE MY BIKE, HOW MUCH ASSEMBLY IS REQUIRED?
The assembly required is minimal and step-by-step instructional videos are available for the Rook/Colt and Boar.
HOW MUCH MAINTENANCE IS REQUIRED?
Aside from the need to keep your battery charged, maintaining a Surface 604 e-bike is the same as any bicycle. After 100 miles, a basic tune-up is required, which is standard procedure for all new bikes once they have been broken in. Otherwise, the simple and most important thing required is to check the tire pressure regularly and keep them properly inflated as indicated on the tire. If riding in wet conditions, take extra care by ensuring the drivetrain is clean and well-lubricated. Minor adjustments or repairs due to general wear and tear will come up from time to time, which can be performed at any local bike shop.
Does the battery need to be completely dead before I recharge it?
All our models are equipped with a lithium ion battery that has no “memory effect”, which means that you can charge the battery at any time regardless of its state of charge without doing damage to it. When not in use, the battery should ideally be stored with a full charge.
Are quick chargers available for the batteries?
No, a quick charge is harmful to the chemical structure of the battery cells and would reduce the battery’s lifespan.
HOW LONG UNTIL I NEED TO REPLACE THE BATTERIES?
You can expect your battery to last for two to four years. Lithium batteries tend to lose their capacity over time and require replacement after approximately 800 charge cycles.
WHERE CAN I DOWNLOAD THE OWNERS MANUAL?
WARRANTY & RETURN POLICIES
What is the warranty policy?
All of our e-bike models come with a three-year frame warranty, plus a one-year replacement warranty on major parts. If a part is defective in the manufacturing process we will replace it free of charge. All parts can be easily ordered on our website.
What is the return policy?
We are so confident in the quality of our e-bikes and know that you will love them. As such, we are proud to offer a 7-day no questions asked money back guarantee on all of our models.*
After the initial 7-day return window, we will continue to accept returns for another 10 days, however you will be charged a $300 restocking fee.
*Bikes must be received in near-original condition and damage free. Additional fees (up to 50% the cost of the bike) will be applied if bikes are received with damage due to negligent packing and/or are incomplete.
How to submit a warranty claim
To submit a warranty claim, please email firstname.lastname@example.org with the subject line WARRANTY CLAIM.
In the body of the email, please include: first and last name, bike year and model, serial number, purchase location, purchase date, and a detailed description of the issue you’re experiencing and the part that needs to be replaced.
If you are able to, please document the issues you are experiencing with your bike (pictures, videos, detailed account of experience, etc) as it will help us resolve the claim quickly and get you riding again.