E-bike FAQ
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E-Bike | Pre-Sales
How many types of e-bike does SPLACH have?
We currently have 2 types of e-bikes.
Patriot Pro: Powerful 1500W motor for fast and long-ranged travel plus a swiftly-activated fingerprint lock.
Stark: The removable 48v/11.6 amp dual locking batteries propel you farther, and last longer, multiplying the mileage as well as the fun.
Do SPLACH provide British standard plug?
The charger we provide currently are only for European standard plug and American standard plug. We DO NOT provide British Specification Plug that is fitted with a three-pin plug. For our UK backers, you just simply add a UK power plug adapter and you can still have your bike charged smoothly!
Can I ride the e-bike in the rain?
SPLACH e-scooter has an IPX5 water-resistance rating, meaning that it can tolerate splashes but not full submersion. The bike is water-resistant, also termed as splash-resistant, not waterproof. Never fully submerge your electric bike in water.
Are electric vehicles legal?
Regulation for different countries and areas are different. Please be familiar with the riding regulations from your countries.
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E-Bike | After-Sales
How to turn on Patriot Pro?
Please refer to this video.
How to activate Patriot Pro with the fingerprint sensing function?
If I don’t want the fingerprint sensing function, how can I cancel it?
Please refer to this video.
Anything soft like your palm can activate the bike. Anyone's finger, anything that's soft can activate the bike then once this is done.
I can’t install the kickstand. Is there something wrong?
Please see the picture attached.
 The kickstand should be assembled from the inside rather than outside.
The battery gauge on my Patriot Pro doesn’t seem correct, which setting should I check?
Please enter the "system" first to confirm that the power system is set to 48V.
The charger doesn’t seem to be working and the power of the bike stays low. What can I do?
This could be either the problem with the charger or battery and here are the steps for test for find out the cause.
The derailleur seems bent. Is that normal?
Please see the pic below for our derailleur stored at our office. You may find that it's a bit bent but actually it's not. The original design of it is with some curve and may make you feel that it's bent. It's of good form definitely.
When I have both hands on the brakes, it seems that I need to apply full force to stop the bike at speed. I can almost touch the rubber handgrips. What can I do about the brake?
There could be insufficient oil inside the brake. It is recommended to take your bike to a nearby bike shop to do the adjustment.
When I’m riding Patriot Pro and using assist and hit the throttle, there is no power from the throttle. Is there something I’m doing wrong?
You may follow the advised settings here and it’ll rock.
About the settings for STARK, how does each P setting function?
Please refer to here for details.
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Warrant & Repair
Please refer to SPLACH Warranty.
Note: Keep the box within the warranty period just in case of any possible part return/exchange service.
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Order
Can I change my order or other info?
Yes, if you need to change your order, please contact us by emailing to support@splach.bike. Our team will check the product status and inform riders whether if it's available for order adjustment. Please understand that, once it's out for delivery, order adjustment won't be accepted.
What countries do you ship to?
USA and Canada. For customers outside of these 2 countries, please contact support for help.
Different countries may have different estimated arrival time, support team will notify every customer about the delivery arrangements to ensure products ship to you safely.
Why is the shipping address marked as invalid at checkout?
The most common reason is that the address you fill in is not included in the category of countries we ship to. The countries we ship to at the moment is the USA and Canada. For delivery to other countries, please contact support for help.
How long does it take for delivery after I place the order? What’s the average delivery time?
For order in stock in the USA: Processing the order take about 3-5 days excluding holidays. After the order is sent from our warehouse in the US, it’s expected to arrive in 3 days.
For pre-order to Canada: Rush orders are not accepted for pre-orders. Timeframe for pre-order varies based on the production progress, shipping, customs clearance and some other unforeseen factors. Please contact support to follow up on the latest progress.
I failed to make the payment for my purchase. Why and what can I do?
It is possible that the bank did not accept the payment, resulting in the payment failure. We suggest changing your payment method or paying with a different credit card. If you still have problems, please contact support for assistance.
The part/accessory I want to buy is not listed on the website, what can I do?
You may contact support directly and specify the part/accessory you want for your scooter/bike model. We appreciate it if you can also attached the reference pictures.
Shipping changes or missed delivery?
Once your order has been processed, you will receive a confirmation email with shipment tracking information. SPLACH is not responsible for lost, held, or damaged packages by the courier. If a recipient has any special requests like changing shipping address or delivery instructions, please contact the courier to arrange.
When receiving the TRK#, please use it to keep track of the delivery status and make sure that there'll be someone available to receive the package. (The buyer or his/her family member) If there's no one to sign it off and receive it, this package will be returned and during this process, there'll be a risk of package loss. SPLACH will not take the responsibility for the package loss. The receiver should be the one to keep track of the shippping progress and ensure that the package will be received properly.
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