F A Q
Products and Order
How can I place an order?
1, Online: Visit our website at http://www.comatebikes.com, sign in or create a new account, and select the items you wish to purchase.
2, Email: To place an order via email, send your request to our sales team at service@comatebikes.com. Please include the following details in your email: product name, color and quantity, your delivery and billing address.
3, Physical Stores: To find a nearby shop where you can test ride and order a Comate e-bike, please email us at service@comatebikes.com.
Can I change my order?
It’s possible to change the order before it has been sent, normally in 24 hours after order placed. If you wish to change your order, please contact our service team via e-mail: service@comatebikes.com, we will do our best to accommodate your change request.
What's the shipping charge of the accessories?
If the order value exceeds €100, at the same time, the shipping address is within the Netherlands, Belgium and Germany, there will be no delivery costs. Otherwise, there will be possibly additional shipping cost.
What's the warranty of the accessories?
If you are already the owner of a Comate e-bike, the warranty period of any accessories ordered from Comatebikes.com will be 12 months from the date of purchase, otherwise, the warranty period of accessories will be 1 months.
Are the Comate e-bikes certificated?
Absolutely, all Comate models adhere to the highest standards of safety and quality. They are certified with EN15194 and UKCA, in compliance with the regulations of both the EU and the UK. This certification process is rigorously followed before any model is introduced to the market.
Is the battery certificated?
Yes, all types of battery are certificated with UN38.3, MSDS and CE62133.
Can I return the bike and get a refund after delivery?
Absolutely! At Comate, we prioritize customer satisfaction.
If for any reason you find that the bike does not meet your expectations, we offer a 21-day no-questions-asked return policy. You can get a 100% refund for orders placed either on our website or via email. For more details, please refer to the ‘Terms and Conditions’ section at the bottom of our website. If you have any further queries or need assistance, feel free to reach out to us at service@comatebikes.com. We’re here to help!
How can Comate offer a 3-year warranty when other brands only offer 2 years?
Comate is committed to quality and durability. We offer a 3-year warranty on most parts, excluding the battery and consumable parts like tires. This is reliable because:
1. We use only high-quality components from our strategic suppliers who also provide us with a 3-year back-to-back warranty.
2. Our frame and rigid fork have passed rigorous repeatability tests under various conditions, exceeding the EN15194 certification requirements of the EU regulation by three times.
3. We adhere to the highest industry standards in our manufacturing and assembly processes to ensure product consistency and quality.
Why do Comate C models have a longer assisted range than others with the same battery capacity?
The range of e-bikes depends on factors like battery capacity, but the conversion efficiency also matters. We’ve developed a program that, along with a responsive torque sensor, detects the rider’s intentions, keeping the motor always working within a high-efficiency range. Moreover, a lower level of assistance at level 1 not only provides a more natural riding feeling but also conserves electricity, thereby improving the range.
Can I install a rear carrier on my Comate e-bike?
Yes, all four models of the Comate C series, including the CT Elite, CT Cruiser, CC Elite, and CC Cruiser, are compatible with a rear carrier. You can choose between the mini version and the regular version depending on your preference.
Can I install a front carrier on my Comate e-bike?
Yes, all Comate models, are designed compatible with a rear carrier. You can choose between the mini version and the regular version depending on your preference for C1 models, and the standard rear carrier is installed for the C2 models.
Is a ring lock compatible with the frame of Comate e-bikes?
Yes, a ring lock is compatible with all our models. We recommend the Abus 4650 X/XL, 4750 X/XL, 6950M, and AXA Imenso X-Large, which match the size of the ring lock screw holes. If you prefer other models of ring locks, that’s also possible, but you may need a holder to connect the frame and the ring lock.
Which models are configured with the navigation system?
All four models of the Comate C series, including the CT Elite, CT Cruiser, CC Elite, and CC Cruiser, come equipped with a navigation system as a standard feature. We have covered the lifetime duration, so you don’t need to pay any extra fee for it.
Can I still ride when the power is turned off?
Yes, you can continue to ride your Comate C model as easily as a conventional bike at any time when you turn off the electric assist system, or when the battery is consumed up.
Do I need to order fenders and a kickstand separately for my e-bike?
No, all Comate bikes come standard with high-quality mudguards and a kickstand. They are included with your e-bike and do not need to be ordered separately.
Can I take a test ride before making a purchase?
Absolutely! Please simply leave us a message or contact us via email. Our customer service team will promptly assist you in arranging a convenient test ride. We aim to save you time and effort!
Can I purchase spare parts that aren't listed as accessories on your website?
Yes, we can provide spare parts to our e-bike customers. Please consult with our service team at service@comatebikes.com for more information.
If a better offer becomes available after I've placed my order, can I take advantage of it?
Yes, to protect our customers’ interests, we offer a price protection policy. If your ordered a Comate e-bike from our website, and a better offer becomes available before you receive your order, we will proactively reach out to you to provide a refund or other compensation.
To which countries or areas do you sell Comate e-bikes?
We sell and ship our bikes to EU countries and Switzerland for now. If you live in a different country, please email us at service@comatebikes.com for confirmation about the avalibility before placing your order.
Can I order a test bike at a lower price?
Yes, in most cases. We have a certain number of test bikes in our warehouse that are continually being updated. Some e-bikes may be sold at a lower price than brand-new ones. Please check with our service team at service@comatebikes.com for availability.
Are the e-bikes I'm ordering the same as the ones you sold in 2023?
Not exactly. We’ve made several improvements, from the painting process to the battery management program, and from the colors to the drive program. We continually strive to improve our products.
Are there any new models planned by Comate?
Yes, we are planning a new platform for new models, which will cater to different usage scenarios compared to the C series. However, the C series will remain the major models in our portfolio.
Can I receive a discount if I order two or more bikes at the same time?
Certainly! When you order more than one e-bike, we’re delighted to offer a bonus of €100 worth of useful accessories for each e-bike ordered beyond the first one. For instance, if you order 3 e-bikes, you will receive €100 x (3-1) = €200 worth of accessories. These could include items such as a front carrier or locks. To take advantage of this offer and confirm the details, please contact our customer service team. We’re always here to help you!
Payment, Shipping and Return
To which countries or areas do you ship Comate e-bikes?
We sell our bikes and provide home delivery service to EU countries and Switzerland. If you live in a different country, please email us at service@comatebikes.com before placing your order.
How long will it take to receive the bike?
Products in-stock will be sent within 2 working days upon receiving your order, it typically takes 3-6 working days for a delivery EU and Switzerland, may be longer to other areas. For the products out of stock, the delivery time is depending on various factors including the global supply chain. However, we always prioritize the delivery once order received, and will send you a delivery estimation.
What payment methods are accepted?
Credit card and bank transfer are acceptable now, Klarna will be available as the options for payment in the near future.
If you would prefer to pay via bank transfer, please refer to the information below:
Company Name: Comate Motion B.V.
Bank Name: ING Bank N.V.
IBAN: NL06INGB0774202599
VAT: NL864574010B01
or write to us for the payment link for iDeal: service@comatebikes.com.
Can I change my delivery address after placing an order?
It’s possible to change the order address before shipping, but after your package is transferred to our shipping partner. We will notify you by email when your package has been sent, afterwards the delivery address can no longer be changed.
How are Comate e-bikes delivered? Can I assemble it myself upon receipt?
Comate C models are delivered about 92% assembled. Due to logistics limitations, they cannot be fully assembled in the box. Upon delivery, you’ll need to perform a few steps such as attaching the front wheel and pedals, tightening the handlebars, and inflating the tires if needed. This assembly typically takes about 30 minutes following the guide. All necessary tools and user manual are included in the package.
Can I choose a specific delivery date?
Yes, if you have a preferred delivery date, please inform us before we ship your order. We will arrange the shipment accordingly. Please note that the exact delivery time may vary slightly due to DHL’s schedule, but you can reschedule the delivery date with our logistics partner if needed, based on our agreement with our logistics partner.
Will the accessories I ordered be delivered along with the e-bike?
Yes, in most cases, your accessories will be delivered along with your e-bike thanks to our flexible packaging design. However, in some instances, the accessories might be delivered in a separate package.
Which logistics companies do you partner with for delivery?
We work with DHL and PostNL as our logistics partners to provide door-to-door delivery for the best customer experience.
Are there any shipping costs associated with my order?
The basic shipping cost, which covers freight to the Netherlands, Germany, and Belgium, is included in the price. Customers in these countries will not need to pay any additional shipping costs. For other countries, there may be additional shipping costs, which only cover the extra freight cost beyond the basic shipping cost. You will see the freight cost amount before you check out.
Service & Owner’s Guide
Where I can find the manual?
The physical manual will be delivered together with your e-bike, and the electronic edition will be sent to you via email if you require.
Where can I get my e-bike served?
We have authorized over 20 dealers and aim to expand our reach to cover 100 cities in the Netherlands, Belgium, Germany, and other countries by the end of 2024.
For customers residing in cities currently without a Comate dealer, we will express deliver spare parts and reimburse the repair cost at a nearby shop for warranty-related issues. We also provide solutions for services outside the scope of the warranty.
Your satisfaction is our priority. Our service team is available by mail: service@comatebikes.com or online chat at any time, and happy to assist you with any question you might have.
Can I install the bike by myself?
Yes, Comate e-bikes are designed to be easily assembled by anyone. Following the manual, you will definitely be able to install it by yourself at home or anywhere else, it will typically take 30 minutes, the required tools are included in the accessory box. If you do need any assistance, the service team will be glad to help you.
Will any accessories be pre-installed?
Accessories will not be pre-installed, but they are designed for easy installation. For example, installing the rear carrier or the front carrier should only take about 5 minutes.
Is it easy to unpack the e-bike from the box, even if I'm not very tall or strong?
Yes, our packaging is designed to be easily opened in two ways.
You can open it from the top, which may require a bit of height, or from the side using the designed zipper. This allows you to easily remove the e-bike from the package without any height requirements.
What should I do if I need to repair my Comate and there is no dealer or service point nearby?
We are rapidly expanding our service network, but it may not cover all cities and areas in the short term. If you live in a city without a Comate service point, we can provide spare components for you to have the service done at a nearby bike shop. We will reimburse the cost within the warranty scope. If you encounter an issue, please contact our service team at service@comatebikes.com. We have specialized engineers ready to answer your questions timely.
Do you offer a reaccommodated insurance option?
Not at the moment, but this could change in the future. Please keep an eye on our website for updates.
Can I purchase insurance for my Comate e-bike?
Yes, with the invoice, which includes the serial number and price information, you can purchase insurance in most countries.
More questions or concerns?
Write to us and get response within 4 hours