Trouble Shooting

eBikes:
All eBike orders within the United States and Canada qualify for free shipping.

Equipments (Accessories, Parts, Electric components):
- Orders ≤ USD 100 / CAD 140 after discount → shipping fee applies (USD 15 / CAD 20).
- Orders ≥ USD 100.01 / CAD 140.01 after discount → free shipping.

Note: Free shipping eligibility is based on the total order value after any discounts have been applied.

All FREESKY e-bike speeds are limited to 32km/h ( 20 MPH) which is the legal speed limit of power-assist bike (e-bikes). You will need a license and a plate for your e-bike plus insurance if you would like to go faster. For further information, please contact your local Ministry of Transportation.

For in-stock ebikes, we'll provide tracking number within 2 business days. A shipping confirmation email will be sent to your email once the order has been shipped. Orders from the United States will take 2-7 days to deliver, and orders from Canada will take 3-10 days to deliver.

Any delivery dates provided by Freesky are estimates.

All FREESKY e-bikes are certified with both UL 2271 and UL 2849, ensuring the highest standards of battery and overall e-bike safety.

UL 2271 – Battery Safety Certification

Issued by: UL (Underwriters Laboratories), a global independent safety science organization headquartered in the United States.

Authority: UL is recognized worldwide for developing rigorous safety standards and conducting third-party testing.

Scope: UL 2271 ensures that e-bike battery packs meet strict safety requirements for: overcharging, over-discharging, short-circuit protection, thermal stability, and fire resistance.

UL 2849 – Complete E-Bike System Certification

Issued by: UL (Underwriters Laboratories)

Authority: UL 2849 is the first standard globally for complete e-bike electrical systems, covering batteries, motors, controllers, and wiring.

Scope: It ensures the overall e-bike system is safe under normal usage and potential fault conditions, including electrical and mechanical safety.

By achieving both UL 2271 and UL 2849 certifications, FREESKY ensures that every e-bike you ride meets the highest standards of battery and overall system safety.

We accept debit or credit cards (Visa, MasterCard, AMEX, UnionPay, Discover, Diners Club, and JCB), PayPal, Klarna, Affirm and Afterpay. And of course, Freesky ebikes gift cards.

Klarna is available in the United States and Canada. Meanwhile. Klarna offers two interest-free payment plans: 1. Pay in 4: Pay 25% Now, and Pay Later Every 2 Weeks. 2. Plan pay in 30 days: Shop now and pay in 30 days.

Please note that Klarna has the final say on whether you qualify for interest-free equal installments. Currently It's available in United States and Canada.

US:
About Klarna：https://www.klarna.com/us/what-is-klarna/
Klarna Customer Service：https://www.klarna.com/us/customer-service/

Klarna Privacy Policy：
US： https://docs.klarna.com/klarna-payments/legal-and-privacy/us/
International： https://www.klarna.com/international/privacy-policy

1. Shipping Areas:
-49 main states in the United States (Hawaii, Alaska and Puerto Rico excluded). And we DO NOT ship to PO BOXES or APO.
-10 provinces in the Canada (Northewest Territories, Nunavut and Yukon excluded).
2. Still cannot check out when your address is included in the shipping areas: please check if there is accessory out of stock in your cart. If there is, kindly remove the accessory and then check out.

The bike is basically in a pre-assembled state, and customers only need to follow 2-3 steps to complete the full assembly, which is very simple. More instructions of assembly, please check the video instructions.

We have a refer a friend program. Register your account, and then share your exclusive link with your friends. After your friend places an order and the order is completed, you will receive a commission of 3% of the order amount. The more friends you invite, the more generous your reward will be.

If you placed an order which needs pick-up service:
-Already chose to pick up your bike: please give us 1-2 days to schedule a pickup time with the warehouse. We will email you the specific pickup time and address.
-Need to change your order to pick up service: please email or call us before the shipping. Email us at service@freeskycycle.com or call us at (+1)669-329-7312.

After purchasing our e-bike, your e-bike can enjoy 24 months of warranty service. When you encounter a problem with the e-bike that needs warranty, fill in your information in our warranty form. After the submission is successful, you will receive an email from us, which means that we have received your warranty request and our staff will contact you as soon as possible to help you solve the problem.

Regular maintenance is crucial for both your safety and the longevity of your Ebike. Neglecting maintenance can lead to parts breaking or malfunctioning, which could result in accidents. FREESKU strongly recommends adhering to a regular maintenance schedule based on typical usage. If you ride your Ebike more frequently than the standard recommendation, perform maintenance more often. If any part malfunctions, check and service it immediately or consult a qualified mechanic. Replace any worn or damaged parts before your next ride.

Basics
Storage: Always store your Ebike in a clean, dry place to prevent rust and protect the battery.

Cleaning: Clean the frame with a damp cloth and mild, non-corrosive cleaner.

Water Exposure: Do not submerge your Ebike in water as this may damage the electrical system. Store your Ebike under shelter and avoid leaving it out in the rain.

! WARNING: Water damage and corrosion are not covered under warranty.

Tire Pressure: Ensure that the tires are inflated to the pressure range specified on the tire sidewall.

Component Check: Before each ride, ensure all components are in good working condition.

Service Intervals: Service your Ebike at regular intervals

Cautions
Temperature: Storing the Ebike at temperatures above 77°F (25°C) can negatively impact battery health and lifespan.

Battery Care: Improper storage or long-term neglect of the battery can reduce its capacity and may void the battery warranty.

Battery Housing: Do not open the battery housing. Doing so may damage the battery, pose serious injury risks, and void the warranty.

Regular maintenance is essential for the optimal performance and safety of your Ebike. Following the recommended service schedule helps ensure that all components are in good working condition. Here is a comprehensive guide for your weekly, monthly, and semi-annual maintenance tasks:

Weekly
Inspect
Fasteners: Check all fasteners for proper torque.
Drivetrain: Examine the drivetrain for correct alignment and function, including the chain, cassette, chainset, and derailleur.
Wheels: Inspect wheel trueness and ensure quiet wheel operation (no spoke noise).
Frame: Inspect the condition of the frame and its welds for any damage.
Brakes: Check and test brake pads.
Tires: Verify tire pressure is within the recommended range.
Service
Frame: Clean the frame with a damp cloth and mild soap as needed.
Chain: Clean and lubricate the chain.
Derailleur/Brakes: Adjust the barrel adjuster(s) to tighten the derailleur and brake cables if necessary.
Replace
Components: Replace any worn or damaged components.
Monthly
Inspect
Brake Pads and Cables: Check brake pad alignment and brake cable tension.
Shifting: Inspect shifting performance.
Chain: Check for chain stretch.
Cables: Examine brake and shifter cables for corrosion or fraying.
Rims and Spokes: Inspect rims and check spoke tension.
Accessories: Tighten any attached accessories (e.g., fenders, racks, reflectors) that may interfere with the spokes or the drivetrain.
Service
Suspension Fork and Brakes: Lubricate the suspension fork and brakes.
Drivetrain: Clean and lubricate the drivetrain.
Cables: Clean brake and shift cables.
Wheels: True and tension wheels if any loose spokes are found.
Replace
Cables: Replace brake and shift cables if necessary.
Brake Pads: Replace brake pads if necessary.
Every 6 Months
Inspect
Drivetrain: Examine the drivetrain, including the chain, chainset, cassette, and derailleur.
Cables and Housings: Inspect all cables and housings.
Service
Tune-up: A standard tune-up by a qualified mechanic is recommended.
Bottom Bracket: Grease the bottom bracket.
Replace
Brake Pads: Replace brake pads if they are worn.
Tires: Replace tires if they are worn.
Cables and Housings: Replace cables and housings if necessary.
For a thorough evaluation and professional assistance, consult with a qualified mechanic as needed. Regular maintenance according to this schedule will help ensure your Ebike remains in excellent condition and provides reliable performance.

Read Safety Precautions Before Riding
Wear a Properly Fitted Helmet
Maintain Control of the Ebike
Supervise Ebike Usage Near Children
Proper Assembly, Operation, and Maintenance
Check for Worn or Damaged Parts
Keep Ebike Out of Reach of Children
Charge Battery with Original Charger
Charge Battery at Appropriate Temperatures
between 41°F to 104°F (5°C to 40°C),but preferably at room temperature ranges from 50°F to 86°F (10°C to 30°C).
Proper Battery Charging, Storage, and Usage
Handling Fire Incidents
Avoid Putting Hands in Moving Parts
Check for Damaged Cables and Charger
Avoid Tampering or Modification
Proper Disposal and Recycling of Ebike

Proper storage of your Ebike and its components is crucial for maintaining their performance and longevity. Follow these guidelines to ensure your Ebike remains in optimal condition during storage periods.

General Storage
Battery Removal: For long-term storage, remove the battery from the Ebike.

Storage Environment: Store your Ebike in a clean, dry, and well-ventilated area with an ambient temperature ranging from 50°F to 77°F (10°C to 25°C).

Protection: Keep the Ebike indoors and shield it from direct sunlight, high temperatures, and moisture.

Security: Ensure the Ebike is properly locked to minimize the risk of theft.

CAUTION:

Snow, rain, road salts, and acids can lead to corrosion and deterioration of parts.
Ultraviolet light from the sun can fade paint and cause rubber or plastic parts to become porous or crack.
Exposure to excessively high or low temperatures can cause temporary malfunctions or permanent defects.
Storing your Ebike in direct sunlight can damage the display.
Water damage and corrosion are not covered under warranty.
Winter Storage
During winter, additional precautions are necessary to protect your Ebike from the cold:

Battery Storage
The battery is a sensitive component and requires special care during storage:

Avoid Water and Heat: Keep the battery away from water, corrosive materials, and heat sources.

Disconnect and Remove: Do not store the battery with the charger connected or attached to the Ebike.

Storage Conditions: Store the battery in a clean, dry, and ventilated environment with an ambient temperature between 50°F and 77°F (10°C and 25°C).

Safety: Keep the battery out of reach of children and pets. Avoid leaning on, stacking items on, or hanging objects from the battery.

Avoid Harsh Chemicals: Do not expose the battery or charger to harsh chemicals or vapors.

WARNING: Overheating can lead to electrical fires or explosions. Always store the battery and charger in a well-ventilated area at moderate temperatures.

Charge Levels: Regularly check the battery and maintain a charge level of 60% to 80% during long-term storage. Recharge the battery if its capacity drops below 60%.

Proper Placement: For long-term storage, disconnect and remove the battery from the Ebike, and store it flat and dry. Apply dielectric oil to the connector ends to repel moisture and reduce the risk of corrosion. Do not store the battery upside down.

Handling: Avoid exposing the battery and charger to shocks, such as drops or impacts.

By following these storage guidelines, you can help ensure that your Ebike and its battery remain in excellent condition and are ready for use when you need them.

Detailed information, please refer to the SERVICE MANUAL. If you have any questions, feel free to contact us at service@freeskycycle.com.

Generally, we will issue your refund within 2 business days after a refund approval. It will takes 3-5 days to receive the refund for customer because of international transaction. If you haven’t received a refund over 7-10 business days after you received a refund notification, please check your bank account again and contact your credit card company/bank. If you’ve done all of this and you still have not received your refund, please contact us at service@freeskycycle.com.