FAQs

FREQUENTLY ASKED QUESTIONS
What safety tests and standards has the IGOGOMI E BIKE passed?

From the beginning, using quality components to create safe and rigorously tested products has been a priority for IGOGOMI E BIKE. The batteries use high-quality Samsung and LG batteries, and the IGOGOMI ALPS and Eole S are certified by European EN and UL2849


How old do you have to be to ride an IGOGOMI E BIKE?

We recommend that only adults 18 years and older ride an IGOGOMI E BIKE. Please check your local electric bicycle laws for specific requirements and regulations, as these may change frequently and vary by state and city.


How should I care for my battery?

It is recommended that a new battery be fully charged before first use, and it is recommended to charge it for 8 hours for the first time to fully activate the battery capacity.

It is best to keep the battery charged once a month when the IGOGOMI E BIKE is not being ridden.

It is recommended that the battery be fully charged for long-term storage.


What is the maximum weight limit of the IGOGOMI E BIKE?

For the best experience and safety requirements, we recommend a maximum load weight range of 250 pounds (i.e. the weight of the rider, accessories, and anything you may be carrying)


What is the maximum rider height of the IGOGOMI E BIKE?

The IGOGOMI E BIKE is best suited for people between 4.8 feet and 6 feet tall.


How fast can the IGOGOMI E BIKE go?

The maximum safe speed of the IGOGOMI E BIKE in electric mode is limited to 19 miles (25 kilometers) per hour, but this depends on road conditions, weather conditions and temperature, and total load weight (i.e. the weight of the rider, accessories, and anything you may be carrying).


How far can the IGOGOMI E BIKE travel on a single charge?

A fully charged IGOGOMI ALPS can travel an average of more than 30 miles on a single charge. In power-assisted mode, it can reach more than 60 miles. This range may vary depending on road conditions, weather conditions and temperature, and total load weight (i.e. the weight of the rider, accessories, and anything you may be carrying). The IGOGOMI Eole S can travel 30-40 miles.


How does the IGOGOMI E BIKE climb?

For an average-sized rider, the IGOGOMI E BIKE can climb uphill roads with a gradient of 15-20% (which is widely considered a steep slope), but this will slow the speed to 5 mph (which is still much faster than most people can walk up the hill).


Is the IGOGOMI E BIKE waterproof?

Yes, the IGOGOMI ALPS series has passed the IPV6 waterproof test report, so you can ride it on rainy days and beaches with confidence (note that you need to rinse the bike with fresh water after riding at the beach, because seawater is highly corrosive. The battery and charging process are not waterproof)


How long does it take to charge the battery of the IGOGOMI E BIKE?

From the time the battery is dead, it takes about 4 hours to fully charge using the charger that comes with the IGOGOMI E BIKE.


Can I take the IGOGOMI E BIKE on an airplane?

Yes! However, you need to check your IGOGOMI E BIKE and carry the battery.

Before flying, always remove the battery and put it in your carry-on luggage. Please refer to the requirements of each airline.

If you want to bring IGOGOMI E BIKE, you need to find a suitable bike bag/case to carry it. We are working on a list of recommended boxes and travel bag accessories. Please feel free to contact us to check our progress!


Can I transport my IGOGOMI E BIKE on or in my car?

Yes, your IGOGOMI E BIKE can fit in most typical scenarios and modes of transportation.

Since it is so small and lightweight, it can be easily folded up and put into the trunk or back seat of a car, subway, bus, boat, yacht, RV.


What states and countries do you ship to?

We can ship to all 50 states, Canada, and Puerto Rico.

However, due to high shipping costs, free shipping and a two-year warranty are only available for orders over $800 shipped to the continental United States.


Can I take my IGOGOMI E BIKE to a bike shop for repairs?

Yes! You can take your IGOGOMI E BIKE to a bike shop for standard bike maintenance such as repairing tire punctures, adjusting brake cables, shift cables/bars/rotors, etc., and even repairing wire connections.

If for some reason your local bike shop cannot meet your needs, please feel free to contact us at support@igogomi.com and we will do our best to help and arrange for you to have it serviced at one of our designated repair shops.


Why do the pedals of my ALPS e-bike keep turning when pushed or make more noise during riding?

After riding for a period of time (about 6 months) or riding in the rain frequently (which shortens the maintenance time), some rotating parts will lose lubrication and even increase noise during riding. You only need to add appropriate lubricant to the bearing part and the rotating parts. The recommended lubricant model is WD-40.


How long will it take for me to receive my e-bike?

Orders will be processed within 48 working hours. After shipment, you will receive a shipping confirmation email. Please allow 2-7 working days for the goods to be delivered to your designated location. Please note that any delivery date is an estimate.


What should I do if my e-bike arrives damaged?

If your item is missing parts or is severely damaged, please contact us immediately and provide photo or video evidence to solve the problem faster.


What does it mean if the display shows an error code?

For more information, please refer to the "Error Code" section in the manual that comes with the e-bike. Please feel free to contact us at support@igogomi.com and we will do our best to help.


What should I do if the e-bike makes strange noises?

Please consult a professional dealer for commissioning and inspection. If you need further assistance, please contact our support team in time.


What is the average battery life of an electric bike?

This depends on factors such as how often you use it and how you maintain it. Generally, as long as it is properly maintained, the batteries we provide can be used for 3-5 years. Please note that the first three times to ensure that the battery is fully charged, it is recommended to charge for more than 8 hours, and to charge after the power is completely used up, so as to fully stimulate the battery performance.


Is my bike assembled?

Our e-bikes come partially assembled, the 3-speed and 7-speed versions require simple installation. The 5-speed version is ready to use out of the box. Please refer to the unboxing video of the corresponding model on igogomi youtube.


Do you offer discounts for teachers and students?

Yes! IGOGOMI E BIKE is a very suitable means of transportation for college riding, and it is proud to offer a 20% discount for teachers and students. To enjoy this discount, please verify your eligibility through the website. After verification, you will receive a discount code that can be used for purchase. It cannot be combined with any other promotional code.


Why does my e-bike's assisted riding mileage not reach the stated distance?

This may be due to the front and rear brake cables being too tight. Overtight brake cables can cause the brake pads to be in a semi-engaged state and excessive wear, increasing resistance during driving. Please check the front and rear brake cables of the bicycle to ensure that the brake cables are smooth. Just lay the front and rear brake cables of the bicycle flat.

Insufficient tire pressure can also reduce the driving distance. The recommended tire pressure is 40psi.

In addition, due to its physical properties, lithium batteries will cause severe performance degradation in cold weather, which will significantly reduce the driving distance. Don't worry, this is a normal physical phenomenon.


How to contact customer service?

Customer service can be reached via email at support@igogomi.com or by calling (380) 7103538. Business hours are Monday through Friday from 2 p.m. to 5 p.m. EST.


Do you offer free shipping?

Yes, we offer free shipping on orders of e-bike accessories over $30.