FAQ

We are pleased to offer completely free shipping on purchases of $100 or more to addresses in the 48 continental United States, including complete bicycles. Shipping to destinations outside the 48 continental United States is based on package weight and size. Due to shipping carrier regulations around high-capacity lithium-ion batteries, we cannot ship ebikes, or ebike batteries, outside of the 48 continental United States.

Current shipping times:

In-Stock Ebikes: 3-5 business days.
In-Stock Accessories & Components: 7-10 business days.

Once an order has been placed, we cannot modify or cancel the order. However, you are welcome to work with our Returns team to return the order after you've received it. To learn more about the returns process, you can visit this page on our website: Return Policy

Refused Shipments – Flat Fee.If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $75 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $75. Please note, in order to receive a refund, you must notify smrfs of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Missing Items.If you have not received something you ordered from smrfs within 30 days from the delivery date, we encourage you to contact us as soon as possible. If you do not reach out to us within 30 days of placing the order, we will assume that you have received all of your items and will not keep a record of the shipping information. To ensure that we can assist you effectively, please provide us with your order number and any other relevant information when contacting us.

Our customer service team will investigate the matter promptly and take the appropriate action. If we determine that the item was not shipped, we will send a new order to you as soon as possible with the missing item. If the item is out of stock, we will issue a full refund for the item(s) in question.

Addresses to Which We Ship.We ship to addresses in the 48 continental U.S. states.Due to shipping carrier regulations around high-capacity lithium-ion batteries, we cannot ship ebikes or ebike components, including but not limited to batteries, displays and controllers, outside of the 48 continental United States.

Shipping Carriers. smrfs ships using FedEx and USPS, based on the size/weight of your order and your delivery address. We’ll ship your order in a single box whenever possible, but occasionally we’ll need to send multiple shipments: for example, if you’ve ordered several large/bulky items.

Yes, financing is available for every SMRFS electric mountain bike. We’ve partnered with Klarna and PayPal to offer flexible financing options that let you pay for your purchase over time when approved. Simply add items to your cart, proceed to checkout, and after filling out your billing address and credit card information, select the Affirm or PayPal option. You’ll know whether you’re approved in seconds and can then complete your purchase.

SMRFS is obligated to charge sales tax in states where we have reached a certain sales threshold.
We currently charge sales tax in the following states:

Alabama / Arizona / Arkansas / California / Colorado / Connecticut / District of Columbia / Florida / Georgia / Hawaii / Idaho / Illinois / Indiana / Iowa / Kentucky / Louisiana / Maine / Maryland / Massachusetts / Michigan / Minnesota / Mississippi / Nebraska / Nevada / New Jersey / New Mexico / New York / North Carolina / North Dakota (starting in 2021) / Ohio / Oklahoma / Pennsylvania / Rhode Island / South Carolina / South Dakota / Tennessee / Texas / Utah / Virginia / Vermont / Washington / West Virginia / Wisconsin / Wyoming

Please note sales tax is subject to the state of your shipping address. The status of a states' sales tax, and it's percentages, are subject to change at any time without notice.

We do! smrfs is pleased to provide a 30-day Price Policy Guarantee for all electric bike purchases made directly from smrfs.

Follow these steps for charging your ebike battery from SMRFS ebike：

1. Ensure the battery is off.

2. Remove the rubber cover on the charging port.

3. Plug the charger into the battery’s charging port, BEFORE PLUGGING CHARGER INTO POWER OUTLET. 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.

4. Plug the charger into a power outlet: Connect the charger input plug (110/240-volt plug) to the power outlet. Charging should initiate and will be indicated by the LED charge status light on the charger illuminating as red light.

5. Unplug the charger from the outlet, then the charging port: Once fully charged, indicated by one charging indicator light turning green, unplug the charger from the wall outlet first and then remove the charger outlet plug from the battery charging port.

6. Battery indicator light: Green: 70%-100%. Yellow: 5%-70%. Red: 0%-5%.

Always charge your battery in temperature between 32 ° F – 104 ° F (0 ° C – 40 °C) 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 SMRFS ebike Product Support for help.

BATTERY CHARGING INFORMATION AND BEST PRACTICES

Check the charger, charger cables, and battery for damage before beginning each charge.

Be sure to charge in an area where it is clear and safe from any potential damage or tripping situations can occur while it is charging. Always charge your battery in temperature between 32 ° F – 104 ° F (0˚C-40˚C). The battery can be charged on or off the bike. To remove the battery, turn the key to the unlocked position, and take the battery out.

The battery should be recharged after each use, so it is ready to go the full range for your next ride. There is no memory effect, so charging the battery after short ride will not cause damage.

Charging the battery normally takes 3-7 hours.

The indicator light on the charger will show red light while the battery charges. When charging is complete, the indicator light will turn green. Ensure the light faces upward when charging.

Remove the charger from the battery within one hour of the green light indicating a complete charge. The charger is designed to automatically stop charging when the battery is full, but unnecessary wear of the charging components could occur if the charger is left attached to the battery and a power source for longer than 12 hours.

Never charge a battery for more than 12 hours at a time.

DO NOT leave a charging battery unattended.

For turning on the bike: Quick press the unlock button on the key lock, make sure you hear the unlocking sound.Then hold the top button next to the display for around 3 seconds to turn on the bike.

For turning off the bike: Hold the top button next to the display for around 3 seconds. Then press the lock button to turn off the bike.

Failure to follow Battery Charging Information could result in unnecessary wear to the charging components, battery, and or charger, and could lead to an nonperforming or non-functional battery and replacement will not be covered under warranty.

STORAGE INSTRUCTION

If storing your bike from SMRFS ebike for longer than 2 weeks at a time, follow the instructions below to maintain the health and longevity of your battery.

• Charge(or discharge) the battery to approximately 75% charged.
  
• DO NOT leave the battery attached to the bike frame. Remove it from the bike during long-term storage. 
  
• Store the battery in a dry, climate controlled, indoor location between 32˚F - 104˚F (0˚C-40˚C).
  
• Check the battery every month, and if necessary, use the SMRFS ebike charger to charge the battery to 75% charged.
  
• If stored for a long time, keep the battery cool and dry, and charge the battery for 2 hours every other 3 months.
  

Please follow the above instructions for storing your bike and battery from SMRFS ebike. Failure to follow proper battery storage procedures can result in a non-functional battery. Replacement will not be covered under warranty.

If the battery is physically damaged, non-functional, performing abnormally, or was dropped or involved in a crash, with or without obvious signs of damage, please discontinue use and charging and contact SMRFS ebike immediately.

DO NOT cover up the charger while it is charging. The charger air cools and needs to be on a hard, flat surface in an open space. Use the charger with the indicator lights facing upward. DO NOT use with the charger inverted, which can inhibit cooling and reduce charger lifespan.

DO NOT open the battery housing, which will void the warranty and can result in damage to the battery, property or cause serious injury and/or death.

The range of your bike from SMRFS ebike is the distance the bike will travel on a single full charge of the onboard battery. The range values are estimates based on expected usage characteristics of bikes by SMRFS ebike. Some of the factors that affect range include changes in elevation, speed, payload, acceleration, number of starts and stops, ambient air temperatures, tire pressure, and terrain.

We suggest that you select a lower assistance level when you first get your bike from SMRFS ebike to get to know your bike and travel routes. Once you become familiar with the range requirements of your travel routes and the capabilities of your bike, you can then adjust your riding characteristics if you so desire. The following table provides general range estimates based on various factors. This table is meant to help owners understand the factors that can contribute to decreased range, but SMRFS ebike makes no claims to the range that individual users might experience in a particular use case.

No, you do not need a license to ride an e-bike. For your safety, please read the safety instructions carefully.

1*Defender e-bike
1*User manual
1*Tool bag with tools
1*Charger 
1*Left pedal
1*Right pedal
1*Key box

1*Rear tailstock

2*Fender

For your safety, we strongly recommend that you read our e-bike owner's manual before riding.

RV is not only our cozy home, but also gives us more freedom to go to more interesting places and enjoy the natural beauty; SMRFS is also inspired by the desire for freedom, SMRFS=SUN/STAR + Mountain +River +Forest+ SEA;

Let SMRFS Ebike as a good partner of RV, help RVERS explore the outdoors easily.