Frequently Asked Questions (FAQs)
Find answers to the most common questions about our bikes, ordering, and support.
Products & Performance
Q: What’s the difference between your e-bikes and road bikes?
A: Our e-bikes (electric bikes) feature a battery-powered motor that provides pedal assistance, making it easier to conquer hills, commute without sweating, and ride longer distances. Our road bikes are traditional, lightweight bicycles designed for fitness, speed, and endurance on paved surfaces, relying solely on human power.
Q: How far can I ride on a single charge with an e-bike?
A: Range varies based on the model, battery size, terrain, rider weight, and assist level. Most of our e-bikes offer a range of 30-60 miles on a single charge. Using a lower assist level on flat ground will maximize your range.
Q: How long does it take to charge the e-bike battery?
A: A full charge typically takes 4-6 hours. All our e-bikes come with a removable charger for convenience.
Q: Do I need a license or insurance to ride an e-bike?
A: In most areas of the United States, no license, registration, or insurance is required for Class 1 and Class 2 e-bikes (which ours are). Always check your local and state regulations for the most accurate information.
Q: Are the bikes covered by a warranty?
A: Yes! All our bikes come with a comprehensive manufacturer's warranty that covers defects in the frame, motor, and battery. Please see our full Warranty Policy for detailed terms and duration.
Ordering & Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), Apple Pay, and Google Pay through our secure checkout.
Q: Can I place an order over the phone?
A: Absolutely. Please call us at +1 (952) APEX-BIKE (8006927) during business hours (PST), and our team will be happy to assist you.
Q: Do you offer financing?
A: Yes, we offer financing options through [Affirm or Shop Pay Installments]. You can see your personalized payment options at checkout.
Shipping & Delivery
Q: Where do you ship?
A: We currently ship to all 48 contiguous United States. We cannot ship to Alaska, Hawaii, or internationally at this time.
Q: How much does shipping cost?
A: We offer FREE Standard Shipping on all orders over !
Q: How will my bike arrive?
A: Your bike will arrive partially assembled in a secure box to ensure its safety during transit. You will need to attach the front wheel, handlebars, pedals, and inflate the tires. Easy-to-follow instructions are included. For optimal safety and performance, we recommend final assembly by a professional bike mechanic.
Q: How long will it take to get my bike?
A: Orders are processed within 1-3 business days. Once shipped, standard shipping takes 3-7 business days. You will receive a tracking number as soon as your order ships.
Returns & Warranty
Q: What is your return policy?
A: We offer a 30-day return policy for unused bikes in their original packaging. E-bikes are subject to a $99 restocking fee to cover battery inspection and repackaging. Please see our full Return Policy for complete details and instructions.
Q: What if my bike arrives damaged?
A: Please contact us within 48 hours of delivery at support@santacruzapexbikes.com with your order number and photos of the damage. We will work with you and the shipping carrier to resolve the issue immediately, either by sending replacement parts or a new bike.
Q: How do I start a warranty claim?
A: Please contact our support team at support@santacruzapexbikes.com. Have your order number and a description of the issue ready. Our team will guide you through the warranty process.