FAQs
HAVE A QUESTION?
We’re here to help. If you have any questions about our products, services, or anything else, feel free to reach out. Our team is happy to assist you and will get back to you as soon as possible.
Where is Primal Ebikes based?
We are based In Torquay Vic by appointment only
Can the bikes carry two people?
Yes - main seat fits 2 adults, or add a child seat on the rear frame. Our bikes have the power to tackle hills effortlessly even with 2 adults.
Will my Primal e-bike be difficult to assemble?
Our e-bikes come 80-90% pre-assembled in the box. We are always happy to help talk you through any questions during the assembly process, so please reach out if we can help. It typically takes less than 1 hour for someone to assemble a Primal bike for the first time. All tools required for assembly come in the box with the bike. Alternatively you could pay a local bike shop to assemble the bike for you.
Should I buy a step-over or step-through frame e-bike?
Choosing a frame type is a personal preference but it is worth considering the following:
STEP-OVER FRAME:
Our OG step-over frame is the more traditional design, featuring a top tube that connects the handlebars to the seat post. It requires the user to swing their leg over the frame to get on the seat.
STEP-THROUGH FRAME:
Step-through frames are designed for ease of use and accessibility. Without a top tube, riders can easily mount and dismount the bike without having to swing their leg over the frame. This makes step-through frames particularly useful for those who value convenience over style. They are also a better fit for shorter riders who may find it
difficult to clear the top tube on a step-over frame. If the bike will be used by people of different heights or genders, or if it’s shared by family members, a step-through
frame may be the best option. Additionally, for those who plan to transport items such as a surfboard, the step-through design eliminates the need to step over the frame and rack each time you mount or dismount.
Do I need a licence to ride my Primal e-bike?
A licence is not required if your e-bike meets Australian road legal standards.
Where can I use my throttle?
Throttles are strictly for private property use and should be isolated when riding in public. Before using this vehicle, check the applicable local laws relating to your intended use of the vehicle on roads, footpaths, shared paths, bicycle lanes and bicycle paths.
Which Payment Methods Do You Accept?
We accept Zip Money, Visa, Mastercard, Amex, Apple Pay & PayPal
Do You Have Buy Now, Pay Later Options?
Yes, we accept Zip Pay. It offers 3 months interest free
SHIPPING AND RETURNS
What is your change of mind refund policy?
You can contact us to return your bike within 7 days of receiving for a full refund provided the bike is unopened and in its original packaging.
How much is shipping?
Shipping costs a flat rate of $150 Australia wide. Alternatively, you can arrange free collection from our Gold Coast pick up point in Burleigh.
Do you offer free pick-up from a collection point?
Yes, you can bike up your new Primal e-bike from our warehouse in Torquay, Victoria, Australia (postcode 3228)
Where do you deliver?
Primal e-bikes can be delivered Australia wide. Also can pick up from our warehouse in Rydalmere NSW.
WARRANTY + SPARE PARTS
Are there spare parts available for my Primal e-bike?
Yes. Please get in contact with us to arrange spare parts for your e-bike.
Warranty
- Product Specs Frame- Aluminum and Steel alloy - 2 years
- Battery: 48V 15AH - 6 months
- Electrics - 3 months
- Charger: 54.6V 2Ah - 3 months
- Motor- 1 year
- Brake: Hydraulic brake - 6 months
- Suspension: Front fork - 6 months
- Gear: Shimano 7 levels - 6 months
