FAQs

Contact Information

For all customer service, product, or order inquiries, please contact:
📧 hello@storybicycles.com

🛒 Shipping Information

How much is shipping?

Shipping is free within the United States.
International shipping is currently unavailable, but we plan to reopen it in the future.

🔧 Story Bikes – Product FAQs

LCD Screen & Electronics

Headlight and LCD Backlight (Chapters 1 & 2)

To turn on the front headlight and LCD backlight, press and hold the UP button on the display for several seconds.
To turn them off, repeat the same action.

Max Speed Settings – Chapter 1

Turn on the main power and LCD display.
Press and hold UP and DOWN simultaneously until the settings menu appears.
The max speed setting will blink in km/h.
Use UP or DOWN to adjust.
Note: Speed is displayed in kilometers per hour (km/h). We recommend 40 km/h.

Max Speed Settings – Chapter 2

Turn on the main power and LCD display.
Press and hold the + and – buttons to enter the main settings page.
Use + / – to navigate to “Max Speed.”
Press the power button once to enter, then adjust as needed.

Adjust Screen Settings – Chapter 2

Follow the same steps as above to reach the settings page.
From there you can adjust units (KM/MPH), brightness, time, and other display options.

Toggle Between Information Views – Chapter 2

Press the power button to cycle through trip mileage, total mileage, average speed, max speed, calories, watt output, and other data.

🔋 Battery FAQs

Where is the battery located?

The battery is fully integrated inside the down tube of the frame, protecting it from weather and impacts.

What type of battery does the bike use?

All Story Bikes use a Samsung 36V, 7.0Ah lithium-ion battery.

How is the battery charged?

Each bike includes a charging unit and AC adapter compatible with any standard 120V/240V household outlet.
Charging is performed with the battery installed inside the frame.

Can the battery be removed?

Yes. The battery can be removed through a concealed access port behind the front emblem.
Removal is intended for service or replacement, not daily charging.

Can I purchase a replacement battery?

Yes. Replacement batteries are available directly through Story Bikes.
Current pricing (Q1 2025): $400 + tax + shipping.
Email hello@storybicycles.com for availability.

How far can I ride on a full charge?

Riders typically achieve up to 45 miles per charge, depending on rider weight, terrain, temperature, and pedal assist level.

How long does charging take?

Approximately 3.5 hours from empty to full.

What is the operating temperature range?

Optimal range: 32°F–104°F
Allowable range: –4°F–140°F
Performance may vary at temperature extremes.

How should the battery be stored long-term?

Store with at least 75% charge.
Recharge every 3–6 months if not in use.
Avoid storing fully depleted, as this may cause irreversible damage.

🛠️ Maintenance & Assembly

What type of bike pump do I need?

Story Bikes use Presta valves, which are long, thin, and feature a locking cap.
Most modern pumps accommodate both Presta and Schrader valves.

Where can my Story Bike be serviced?

Most professional bike shops can perform routine service.
If electrical components require replacement, Story Bikes supplies compatible controllers, batteries, motors, and displays.

How do I assemble the bike?

Bikes arrive 95% pre-assembled.
Assembly videos are available on this page, and all necessary tools are included in the box.

⚙️ Features & Performance

What is a torque-sensing pedal assist?

A torque-sensing PAS uses precision strain sensors to measure your pedaling force, delivering smooth, natural electric assistance based on rider input.

What class of e-bike is Story Bikes?

All Story Bikes are Class 1 e-bikes, meaning pedal-assist only (no throttle) up to 20 mph.
Local regulations vary; please follow all posted rules regarding e-bike use.

Are Story Bikes waterproof?

Story Bikes are not waterproof. Components are water-resistant and may be used in light rain, but the bike should never be submerged or exposed to high-pressure water.

How much do the bikes weigh?

Road Bike: 33 lbs
Step Through: 39 lbs
Commuter: 39 lbs

What if I'm between sizes?

Please email hello@storybicycles.com and our team will assist.
Each model page also includes a general sizing guide.

🧾 Warranty & Returns

Warranty Coverage

All Story Bikes include:

1-year limited warranty on electrical and mechanical components
2-year warranty on the frame

Wear-and-tear items such as tires, tubes, brake pads, chains, and chainrings are not covered.

Serial Number

The serial number is etched on the underside of the frame between the crank arms.
We recommend writing it down and emailing it to us for your records.
You may also register it through: https://bikeindex.org/

🛡️ Returns, Refunds & Order Policies

Return Eligibility (14-Day Policy)

You may request a return within 14 days of delivery.

To qualify for a refund:

• The bike must be returned in resalable condition

• All original packaging, materials, and components must be included

• The bike must not show significant wear, damage, or modification beyond normal testing

Any damage, missing components, or signs of excessive use may result in a partial refund or denial of return.

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Return Authorization Required (RMA)

All returns must be approved in advance and issued a Return Authorization (RMA).

• Returns sent without an approved RMA may be refused or returned to sender

• RMA instructions must be followed to ensure proper processing

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Return Packaging Requirements

Customers are responsible for properly packaging the bike for return shipment.

• Original packaging is required to ensure safe transport

• If original packaging is not available, the customer assumes full responsibility for any damage during return shipping

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Return Shipping Responsibility

• Customers are responsible for all return shipping costs

• We strongly recommend using a trackable and insured shipping service

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Damage During Return Shipping

Story Bikes is not responsible for damage incurred during return shipping.

• Any damage resulting from improper packaging or transit will be deducted from the refund

• Returns that arrive damaged due to insufficient packaging may be partially refunded or rejected

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Shipping Damage (Upon Delivery)

If your bike arrives damaged:

• You must notify Story Bikes within 48 hours of delivery

• Email hello@storybicycles.com with photos of:

• The outer box

• Internal packaging

• The damaged area

If reported within this timeframe, we will repair or replace affected components under warranty.

Failure to report damage within 48 hours may result in the issue being treated as customer-caused damage.

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Refused or Undeliverable Shipments

If a shipment is refused or returned to sender:

• The customer is responsible for all shipping charges (both outbound and return)

• These costs will be deducted from any eligible refund

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Restocking Fees

• No restocking fee applies to returns that meet all conditions and include original packaging

• A $150 restocking fee applies to:

• Bikes delivered assembled

• Returns without original packaging

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Refund Processing

• Refunds are issued within 10 business days after the item is received and inspected

• Refunds are issued to the original payment method only

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Order Documentation & Delivery Confirmation

• All orders may be documented with photos prior to shipment for quality assurance

• Shipments may require signature confirmation upon delivery to prevent disputes

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Agreement to Return Terms

By placing an order with Story Bikes, you acknowledge and agree to all return, shipping, and refund terms outlined above.

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📦 Pre-Order Policy & Cancellations

Pre-Order Payment Terms

All pre-orders are charged in full at the time of purchase.

Pre-orders secure inventory that is allocated and scheduled specifically for your order.

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Pre-Order Cancellation Policy

Pre-orders are generally non-cancelable and non-refundable once placed, as production and inventory allocation begin immediately.

• Cancellation requests may be reviewed at Story Bikes’ discretion

• Approval is not guaranteed

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Production & Shipping Timelines

Estimated shipping timelines are projections only and may change due to factors outside of our control, including:

• Manufacturing or production delays

• Supply chain disruptions

• Port congestion or customs delays

• Carrier transit delays

These delays do not qualify as grounds for cancellation, refund, or chargeback.

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Approved Cancellations

If a cancellation is approved:

• Refunds will be issued within 10 business days

• Any non-recoverable processing, payment, or allocation costs may be deducted where permitted by law

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Agreement to Pre-Order Terms

By placing a pre-order, you acknowledge and agree to these terms, including the non-cancelable nature of pre-orders and variable delivery timelines.