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Customer Support & FAQ

Our customers get the highest priority and we schedule as quickly as possible. WE are passionate about ensuring your eBike is riding like a dream. Please alert us via text, chat or call with a repair or adjustment need. We will support any eBike with a Bosch, Shimano, Brose or Mahle drive system and provide software updates. We will provide an estimate in advance and may require a deposit in advance.

We always encourage you to test ride to ensure 100% satisfaction.

Hourly Labor Rate is $90.

Call, Text, Chat – we are here to answer all eBike questions or see below FAQs:

Customer Support
1 eBike & Piedmont eBikes FAQs
1.1 What is an eBike?

An electric bike, or eBike, is essentially a bicycle equipped with a small electric motor that assists riders in climbing hills and traveling farther, faster, and longer. These bikes come in various styles and are designed for different use cases, such as urban, trail, and off-road riding. A critical feature of eBikes is pedal assistance, which requires riders to pedal in order to gain assistance from the motor, distinguishing them from mopeds and electric scooters. eBikes are also referred to as "Pedelecs," short for pedal-assisted electric bikes. Throttle-only vehicles are not considered eBikes and are more accurately classified as mopeds. Some eBike models are considered hybrids, designed for multiple riding conditions. Different types of eBikes include road, mountain, hybrid (touring/commuting), gravel, folding, and cargo bikes, with classifications ranging from 1 to 3.

1.2 What are the differences in the electric bike classes?

eBikes are classified into three categories. Class 1 eBikes, or low-speed pedal-assist bikes, provide assistance up to 20 mph through multiple levels of motor assistance when pedaling. Class 1 eBikes can typically be ridden wherever traditional bikes are allowed, but there may be restrictions in some national and state parks.

Class 2 eBikes are equipped with throttles and provide assistance up to 20 mph.

Class 3 eBikes, also known as speed pedal-assist bikes, provide similar assistance to Class 1 but up to 28 mph. However, they may be prohibited from certain bike paths and mountain bike trails. For more information on eBike laws by state, a good resource is available at

1.3 What is pedal assist?

Pedal assist e-bikes require pedaling to engage the motor or drive system. In some systems, the assistance level is determined by the cyclist's output, cadence, and speed, providing additional support up to the defined speed for Class 1 (20 mph) and 3 (28 mph). However, riders can still pedal and go faster using their own power. Any e-bike with power assistance exceeding 28 mph or 750 Watts is classified as a moped or motorcycle and is subject to additional laws and limited access. To learn about state-by-state regulations for e-bike access, registration, and licensing, check out People for Bikes' state-by-state guide at



1.4 What are the different types of motors or drive systems?

There are primarily two different motors; A mid-drive which has the motor between the pedals and is considered more efficient and effective for off road and hilly terrain. Manufacturers include Bosch, Shimano, Brose, Bafang and Yamaha. Hub-Drive motors typically have the drive system or motor on the rear hub and are lighter in weight, less expensive and effective on flatter terrain. Mahle Ebikemotion and Bafang are leaders in the Hub-Drive systems.

1.5 What are the most important factors to consider in selecting your eBike?

One must consider what type of terrain you will be traveling and your daily/weekly distance requirements. Next, what is your primary use case? Commuting, fitness, running errands, touring, riding mountain trails, shuttling kids to school, exploring your town, cargo or delivery? For a complete eBike checklist click here.

1.6 Why are eBikes becoming increasingly more popular?

The economic and personal fitness advantages of operating an eBike, as opposed to a carbon emitting vehicle, were evident in the nascent development period of the 1990s. Substantial growth in eBikes started in the 90’s and early 2000’s and have increased dramatically in the last few years driven by improved battery technologies and electric bike choices. China has led the adoption with over 130 million eBikes on the road by focusing on them as the transportation solution of choice in rapidly growing and congested urban areas. Europe markets have also seen growth in eBikes, rapidly replacing the traditional bike in urban/metroplex areas. The US is 5 to 7 years behind but rapidly closing the gap.

1.7 When did eBikes come into existence?

Electrification of bikes patents for eBikes date from the 1890s. Developers modified its design in earnest during the 1990s when motor design and the introduction of new generations contributed to the ongoing improvements in eBike efficiencies. Recent improvements in lithium-ion battery (LIB) technology, pricing, power enhanced design has created a surge in eBike popularity.

1.8 What are eBikes primary uses?

Electric bikes may be used on off-road, trails, paved paths, mountains, gravel or for commercial delivery. Many manufacturers deliver a variety of eBikes styles that are engineered for each key use case. Some eBikes are versatile enough to satisfy multiple uses and are called hybrid. eBikes are increasingly being used as the "last mile" for delivery services. 

1.9 How fast will an electric bike go?

eBikes are identified by a 3-class designation with pedal assisted speeds of 20 to 28 mph.

  • Class 1 provides pedal assistance up to 20 mph and requires the rider to pedal.
  • Class 2 provides direct throttle speeds of up to 20 mph and doesn’t require pedaling.
  • Class 3 which provides pedal assisted speeds up to 28 mph throttle and the rider must pedal.

In all classes, an electric bike will go faster than these assisted levels by pedaling and/or going down hill.

1.10 What are the primary benefits?

Benefits to eBikes include transportation economics, where eBike cost per mile is much less than the cost of a gas vehicle. Solid exercise, contributing to physical fitness and wellness, is intrinsically tied to eBike usage. Also, eBike usage is a non-carbon footprint notion, and their use contributes to society’s goals for a safer and cleaner environment.

1.11 How do eBikes impact the environment?

In addition to lowering carbon emissions through Ebike usage, the bikes themselves are considerably less destructive to environmental landscape that includes less tear on paved roads, less intrusion to organic life on a trail (as compared to gas emitting off road/ATV vehicles), and the silent nature of eBike power systems does not promote “noise pollution” in quiet, natural environments.

1.12 How much does an eBike cost?

A quality eBike can range from over $1,200 with some very high performance eMTBs costing more than $10,000. Ultimately, costs are dependent on the quality of the hardware, components, frame design and materials, drive system, battery strength, control system and smart display.


1.13 Why an eBike?

A number of reasons. Let’s start with great outdoor fun and exercise. Also, an electric bike is an economical and versatile form of transportation that has a positive effect on the environment since it is a zero-emission vehicle. Also, you can ride Faster – Further – Longer while being in the company of friends who may be more capable in riding at a faster pace.

1.14 What is the growth projection for electric bikes?

A 2020 Deloitte study states that it expects 130 million e-bikes to be sold globally between 2020 and 2023. It also noted that “the number of e-bikes on the roads will easily outpace other e-vehicles by the end of (2020).” In the study, Deloitte posits that the electric bike will begin to invade the automobile turf dues to eBikes’ convenience, utility and low cost. According to another survey cited in the report, 28 percent of e-bike buyers bought e-bike as a substitute for a car, not as an upgrade to a bike.

1.15 Can you get a good workout on my eBike?

Absolutely. There are numerous studies and data to support. You can get a HIIT workout depending on the level of your effort and pedal assist from the motor. Another study comparing the use of electric and non-electric mountain bikes found that the average heart rate while riding an electric mountain bike was 94% of the same while riding a traditional bike.

The International Journal of Behavioral Nutrition and Physical Activity found that the vast majority of the time spent riding an e-bike was spent in MVPA. That stands for moderate to vigorous physical activity, and it accounted for between 92–99% of the test rides which were carried out. Perhaps most importantly you are in control and can monitor your effort, calorie burn and mileage from your smartphone or the eBike device. You will find yourself going farther and getting a similar workout.

1.16 What are the health benefits of an eBike?

There are a number of studies that speak to the health and wellness benefits including a Portland University study showing that eBike owners ride more frequently than standard eBike owners. Another study showed that the eBike output and calorie burn to be 80 to 85% of a standard bike ride. A study from the University of Illinois indicated that riders were healthier and more fit, with significantly greater aerobic fitness, better blood sugar control, and, as a group, a trend toward less body fat. 2/

Coupled with the notion that you will ride an eBike more frequently suggests a great exercise alternative.

1.17 What is the cost to maintain an eBike?

eBikes are more expensive than traditional bikes for maintenance. Batteries eventually discharge, and replacement batteries cost $500 to $900. However, most of the Lithium Ion batteries can discharge, and be recharged 500 to 1000 times, with minimal degradation. At home maintenance is necessary, but it comes with the reward of longer overall lifespan. Proper maintenance of these components is critical to performance, bike lifespan and your safety.

1.18 What is the current battery technology and how is Watt hours calculated?

The current standard for electric bike battery technology is the Lithium Ion battery packs. The amount of energy in a battery is expressed in Watt hours (Wh). To calculate (Wh) you multiply the voltage by the Ampere (Amp or Ah). For example a 36V (voltage) by 10 Ah (Amp Hours) the battery will provide 360 Wh. 10 Ah X 6 V = 360 Wh.

1.19 How far will an eBike go on a single charge?

Range is dependent on numerous factors that include battery/motor specs, terrain, rider size and bike geometry. Range per charge weighs in at 30 to 120 plus miles, but most eBikes range is 30-40 miles.

1.20 How long does it take to charge a battery?

A 500-watt battery takes about 4.5 hours to recharge from a standard 120 -volt wall outlet. At an average of 10 cents per kWh,  it costs less than 10 cents to fully charge a battery that has been fully discharged.

1.21 Where can you ride an eBike?

In some areas eBikes are considered traditional bicycles in terms of access, while in other situations they fall under the laws of all motorized vehicles and must adhere to such designations. Generally speaking, trail/off road access is dependent on local regulation. Class 2 and 3 may be prohibited from riding on most bike paths and/or mountain bike trail systems. It's always smart to check with the local land manager at state and national parks.

1.22 Is a Driver’s License required to operate and eBike?

License and insurance requirements vary by state, and in some cases and may depend on the class of bike being used. Classes 1 and 3 eBikes, which are pedal assisted, may not require licensing if they do not exceed various speed limits (generally 28 mph). In excess of 28 mph that would make them be treated as motorbikes, where full licensing and state laws would apply. Class 2 direct throttle, non-pedal assisted, eBikes are treated as mopeds or motorbikes. Check with your home and auto agent to find out more about personal mobility insurance.

1.23 Is insurance required for owning and riding eBike?

While insurance may not be required by law in most cases, it is a reasonable cost to protect the value of your investment from theft, damage, and liability by seeking coverage. Check with your home and auto agent to find out more about eBike personal mobility insurance.

1.24 What are the different types and uses of an electric bike?

eBikes are designed in the optimal manner depending on teh purpose and location of intended use. Urban,, mountain, cargo and kid transport, commercial delivery and gravel have design differences that are intended to optimize performance. Some eBikes present a customizable design to accommodate different riding styles and intentions.

1.25 What is the age requirement to ride one?

eBike age and licensing requirements vary by state, and locality, and the type of Ebike being operated. Best to check state regulation to determine landscape.

1.26 Are bicycle helmets required?

It is always, always advisable, and in most cases a requirement, to use helmets. State regulations may vary, and the class of eBike operated may dictate safety requirements.

1.27 What safety measures do you recommend before going for a ride?

First, always wear a helmet. There is no reason not to wear one as they have become lighter weight, more effective in sustain blows and you can choose from multiple styles. Next, do a simple ABC check – Check your tire air pressure, Second, test the brakes. Third, check your chains and crank. Give your bike a good shake to ensure everything is bolted on tight. Wear reflective clothing. Abide by traffic rules. Have a bell, mirror, lights and reflectors to alert others on the road. And carry a Multi Tool for adjustments.

1.28 Does Piedmont eBikes offer a variety of eBikes types?

We offer electric road, mountain, urban hybrid, gravel, folding and cargo. They come with standard and step through frames, frames sizes, drive systems and eBike classes (Class 1 -3). We are constantly reviewing and curating new eBike models talking with consumers, industry insiders and manufacturers. We are listened closely to customer sentiment and rely on data to deliver the eBike brand and styles desired most.

1.29 What eBike brands do you carry?

We offer a number of curated high quality eBike brands including Cannondale, Orbea, Moustache, Velotric, Serial 1, Diamondback and QWIC. These eBikes are powered by best in class drive systems including Bosch, Shimano, Brose  and Mahle eBike Motion and Brose as well as the highest quality components and frames.

1.30 Why Piedmont eBikes?

Piedmont eBikes is singularly focused on finding the best eBike for you, taking in account how you plan to use your electric bike, your skill and comfort level, style and budget. We ensure the appropriate fit and encourage multiple test rides at our open test roads offering variety of terrain. Piedmont eBike experts are standing by to offer you with styles and options that you will love. We will work with as long as you desire in find the best electric bike for you and that is one that you will love to ride at every opportunity.

1.31 How did you decide to carry these specific brands?

First, Piedmont eBikes is an electric bike retailer specializing in premium eBike brands for road, mountains, forest trails, city and commuting to compact. Finding the right eBike for you is our sole focus and we offer over dozens of the best in class models from the US and across the pond. We also made use of the collective wisdom of our colleagues inside the cycling and electric bike industry and perhaps most importantly of customers via voice of the customer research. In all cases eBike manufacturers that meet our customers’ needs and expectations as well as our exacting standards.

1.32 What services do you provide in addition to sales?

Our focus is to ensure you enjoy your eBike day 1 by providing ongoing support, maintenance and warranty service. We also provide a free courtesy bike check up and alignment in the first year. We also provide free delivery in Winston Salem on request.

1.33 What are the warranties on your eBikes?

Warranties range depending on the manufacturer. The eBike components frames typically come with 1 year of coverage with frames 5 plus years.

1.34 What is the ongoing maintenance for an eBike?

We support, repair and maintain all of the eBikes we sell with in house and local partners’ certified technicians. Piedmont eBikes provides a 12 month check-up on your eBike. Having your electric bike checked out annually or every 500 miles is recommended to check for brake pad wear and alignment.

1.35 Can I order my eBike online?
1.36 Can I order my eBike online?

Yes, but you may find it easier to find the best bike for you by a store visit, consultation and test ride. An eBike can be selected online and if we don’t have it in stock we can order the specific model and have it available for pickup at the store. Again, we highly recommend speaking with one of eBike experts to ensure we find eBike that best fits your needs.

1.37 Can I test ride some eBikes to help me in choosing the one that best serves my needs?

We encourage you to test multiple eBikes to ensure we find the best eBike for you. We have convenient and safe test roads and paths out our front door at our Industry Hill location at the northern edge of down Winston Salem ( You can test independently or be accompanied by one our experts.

1.38 13. Can you provide a range on your eBike pricing?

We offer eBikes ranging from $1,300 to over $10,000 based on the specific eBike, components, accessories and unique features. We have secured a broad range to ensure we have an eBike that fits your needs and budget. We can walk you through your options via the website, in store, phone or video chat.

1.39 How can I be assured Piedmont Bike offers competitive pricing?

We offer a Price Match Guarantee where we match advertised competitive pricing for any eBike model over $2,000. For more details please contact us.

1.40 How do I determine my bike size?

Your size bike will be dependent on your height, weight, inseam, arm length and intended use of the bike. We will help you find your perfect fit and comfort via a tailored and recommended fit and measurement and test rides. We can also schedule a professional bike fitting with one of certified partners.

1.41 How much does an eBike weigh?

eBikes will vary in weight from some light commuter or road eBike tipping the scales at 35 to 40 lbs. to a mountain bike at 55 lbs. to a cargo weighing in at approximately 65 to 70 lbs

1.42 What payment options do you provide?

We accept major credit cards, cash, check, wire transfer and also offer attractive financing options.

1.43 Does Piedmont eBikes offer a Customer Loyalty Program?

Piedmont eBikes offers a number of Customer loyalty promises.

1) Price Match Guarantee on bikes over $1,999 and all eBike accessories. Click here for details.

2) 10% off on accessories.

3) Customer Referral Program.

1.44 How far can I travel on my eBike?

This is the most frequently asked question. Ranges will vary but generally speaking 30 to 40 miles per charge is conservative, but again it is largely dependent on the eBike model and type, your weight, pedal assist mode used, tire pressure, terrain and wind and other variables. With the recent lithium battery enhancements range has become less of a concern with distance. Also, additional batteries can be purchased to help you travel farther. 

Many of our eBikes are powered by a Bosch battery/motor system. Try out the eBike range calculator to get a better idea of how far your eBike can take you. 

1.45 Can I ride eBikes on trails?

In addition to roads, Class 1 eBikes can be ridden on most bike paths and greenways and certain mountain bike trails. However Class 2 and 3 may be restricted. Legislation is changing rapidly and recommend for additional information on e-bike laws, research, news and industry updates, visit People for Bikes.

1.46 Can I transport my eBike on a standard bike rack?

Some lightweight eBikes we sell can be secured on a trail hitch bike carrier, but we recommend checking the weight capacity and specifications for the rack. Also removing the battery will reduce the weight. We offer an assortment of eBike racks and would be happy to consult with you on what your best options are to transport your eBikes. Nuy your bike rack at the time of purchase and we will discount it 10%. 

1.47 How does eBike maintenance compare to standard bike maintenance?

Bike maintenance is similar to traditional bikes in terms of component wear including brake pads, tires, tubes, chains and drive system updates at regular intervals. In most cases eBike components are built with greater durability and quality in mind. Piedmont eBike offers the best eBikes with highest quality components manufactured by respected brands. The motor (drive system) and battery are covered under manufacturers’ warranty and continue to improve in reliability and performance. Quality batteries will last up to 1000 charges. 

1.48 What is the best eBike for me?

It depends on where you enjoy riding the most and expect from riding. That said, critical questions to ask is how far and often will you be riding? Where will you be riding? How long will you be riding? What is the terrain like? Are you considering this eBike for urban, off road, compact or cargo use? Is it for recreation, commuting or utility? These questions will help narrow down the options, but a test riding will solidify your choice of eBike. And thinking through where you will be riding 90% of the time.

1.49 How long does it take to recharge the battery?

Typically, it takes 4 to 6 hours by plugging into a standard 110V outlet. The battery can be charged on or off the eBike and it also doesn’t require the battery to be completely discharged to be recharged. 

2 FAQs
2.1 What are free adjustments?

New bikes go through a normal break-in period where you get accustomed to you new ride. During these initial few months your bike may need to be adjusted. All electric bicycles sold at Piedmont eBikes include free adjustments for one year including derailleur and brake adjustments, lateral wheel truing, hub and headset bearing adjustments, tire inflation, chain lubrication and e-bike firmware updates.

It does not include replacement or installation of new components or accessories unless purchased through Piedmont eBikes. Rest assured you have our full support with our Price Match Guarantee for tire, tubes, brake pads and any other items outside of warranty and free adjustments.

2.2 What are the Free Adjustments?

New bikes go through a normal break-in period where you get accustomed to you new ride. During these initial few months your bike may need to be adjusted. All electric bicycles sold at Piedmont eBikes include free adjustments for one year including derailleur and brake adjustments, lateral wheel truing, hub and headset bearing adjustments, tire inflation, chain lubrication and e-bike firmware updates.

It does not include replacement or installation of new components or accessories unless purchased through Piedmont eBikes. Rest assured you have our full support with our Price Match Guarantee for tire, tubes, brake pads and any other items outside of warranty and free adjustments.