Check out the frequently asked questions.

Placing an order takes place through simple actions in our online store. We are looking for the right bicycle model that interests us. Then we choose the size, color and type of engine. We can also configure your bike with some extras that will make your bike more fit for you. Add the product to the basket and fill out the order form. Send the order and then pay with the chosen payment method. From this moment on, we start processing your order.

At the bottom, in the footer of the page, you will find “returns and complaints”. Go to the subpage with the form and fill in the required fields.

If you have a company abroad, you can order the product without VAT (0% VAT). The price does not include VAT. Contact us to set the account to ex

If you need help choosing the right frame size, please get in touch with our team. We will advise you which size will be perfect for your body shape and riding style.

The range of an e-bike cannot be precisely defined as it is influenced by many factors.

1. Tire rolling resistance. TOSABIKES e-bikes use tires with low rolling resistance and increased puncture resistance. It is also important to properly inflate the tires. For example, if you have under-inflated tires on your ebike, your range will be shortened.
2. Weight of the e-bike. The lower the weight of the e-bike, the greater the range.
3. Battery status. It depends on whether the battery was fully charged before riding. It should also be taken into account that the greater the number of discharge cycles the battery has, the lower its capacity.
4. Profile and surface of the route. A loose, mountain or spicy forest path shortens the range; the steeper the hill you climb, the shorter the range.
5. Driving mode. It depends on which of the driving modes you have set while driving.
6. Smooth driving. The more you brake or accelerate, the shorter the range.
7. Air resistance. It depends on whether you are cycling in an upright position or in a more sporty position.
8. The strength of the wind. The stronger the wind in our back, the greater the range and vice versa.
9. Rider weight and luggage. The higher the weight, the shorter the range.
10. Outdoor temperature. The lower the temperature, the smaller the battery capacity.

First of all, forget about such a device as a high pressure washer. Even very responsible and careful washing of an electric bike with a high pressure washer can lead to unintentional damage or breakdown. You do not need expensive and highly specialized washing tools. All you need is a bucket of water, a few brushes, a degreaser and chain lubricant. A basic bicycle rack and a garden hose with access to a water source can help. Before starting the first steps, check the manual.

After preparing the appropriate tools, try to prepare your bike as well. It is natural that electrical components do not like water. First, you need to take the battery out to a safe place and secure the battery port with a piece of cloth, for example. Remember to protect the LCD display as well, e.g. by applying a bag or foil.

Make sure the charging port is tightly closed and start by soaking your bike carefully. Then clean the dirty places with a sponge. You can clean the wheels, drive and pedals with a brush.

If you are not going on the road right away on your bike, do not insert the battery immediately after washing. Remove the battery cover and allow any moisture to evaporate.

Another important aspect is the proper degreasing of the drive, i.e. cleaning the chain, sprockets, cassette and derailleur with a degreasing agent. Remember to dirty any part of the brake system. You can lubricate the drive prepared in this way with an appropriate lubricant. Wipe off excess grease with a cloth.

  • Charge the battery in a dry place to prevent short circuit damage
  • Recharge the battery at least once every 3 months, even when the bicycle is not in use, to at least 60% capacity. Do not cover the battery or the charger with other items
  • Do not leave the battery always plugged in. Use the charger only for charging the battery


The battery is one of the most expensive parts of an e-bike, so special attention is paid to handling, charging and storing. The battery is sensitive to precise charging, so it is only necessary to use the charger provided by TosaBikes. Charger adapted to the network with a voltage of 220-240V. The charger stops charging by itself when all the cells have reached their full capacity.
Place the battery in the bike, press the battery power button, then connect the charging cable to the charging port. REMEMBER to plug the charger into a 230V socket first, and then into a battery charging socket or a socket on your bike!

We recommend that you always fully charge the battery after each ride to make sure you always have full battery capacity for your next trip. Charging the battery may take anywhere from 1 to 6 hours, depending on the condition of the battery cells.
Always use in a covered, dry place (moisture and running water may damage the charger) at a temperature of 5 to 40 ° C. The charging process is signaled on the charger by a red LED diode. When the battery is charged and the charging process is complete, it lights up green. Never leave the battery completely discharged as this may damage it.

REMEMBER! Proper use and care of the battery extends the life of the battery.

Most of the faults are quickly and easily removed, even by the bicycle user. The list below will help you check a few things before contacting us.

  1. 1. Restart the entire system. Turn off the main power button located on the bike frame, next to the battery lock. Wait a few seconds and then turn on the main power button again. Switch the bike on again.
  2. Check the connection between the main wire and the LCD display. Two cables are connected to the LCD display. Make sure these wires are connected really tightly and snugly to the display. You can pull out the plugs and put them back in the LCD display. They should sit very tightly and tightly in the display sockets.
  3. Check the connection of the speed sensor located on the back of the bike. An important aspect is that the magnet on the spokes of the rear wheel should be at a distance of ~ 10mm. The magnet must not be too close to or too far from the speed sensor.
  4. If the previous steps did not help, you can try the action below. Remove the two bottom and two side socket head screws that secure the hood under the outboard. On the left side of the motor you will find a plastic motor cover with three T10 torx screws (star), remove this cover to expose the motor wires. No need to remove the engine! On the left is the multi-pin connector of the main motor wire, the middle (purple) is unused, on the right is the speed sensor wire. Check these two wires, possibly one is half unplugged and not working properly. Disconnect and then press them firmly in the same way as the display connectors in pt. 2.
  5. If the steps below did not help and your bike still has problems, please contact the Tosa Bikes team.

In this case, water / moisture has entered the bicycle’s electronic components. The reason is improperly cleaned bicycle or riding in extremely humid conditions. To rectify the fault, remove the water / moisture from the electronic components of the bicycle, especially the cable plugs, display, battery connector and main power button. To properly wash your bike, please see the topic “Washing an electric bike. How to wash an electric bike?”

If you would like to carry out an inspection or any repair at our point, you must prepare a warranty card and the keys for the battery lock. It is important that the bike is washed and tidy, otherwise we will add the cost of washing the bike before doing any work on the bike.

The exact description of the warranty and its period is included in the product card / bicycle manual, which you can find in the bicycle description on our store.

Chain skipping on the smallest sprockets is a symptom of worn-out cogs. This is a result of improper cycling, where the rider frequently uses the highest gears (smallest sprockets). Constant riding at speeds above 20 km/h with a low cadence or riding with a heavy load at a low cadence are the main causes of this issue. It is a typical symptom of improper use of electric bikes. To avoid frequent replacements of the bike’s drivetrain, it is important to ride with a higher cadence and, above all, utilize the full range of the cassette by using different gear combinations. Continuous riding in a single gear adversely affects the drivetrain and accelerates battery depletion. We recommend that users familiarize themselves with the user manual, which provides detailed instructions on proper riding techniques for electric bikes. It is important to adhere to the principles of correct riding on an electric bike. Repair doesn’t have to involve replacing the entire cassette, just replacing the sprocket on which the chain is skipping is sufficient.

The cassette and derailleur should be treated by the user like the gearbox in a car. Riding continuously in a single gear, just as in a car, leads to increased wear on the components and higher fuel consumption. The same applies to electric bikes – we must use the derailleur like a gearbox. Using electric motor assistance modes instead of shifting gears is a mistake that results in greater strain on the bike’s drivetrain, electric motor, and increased energy consumption. Users should consult the bike’s user manual and follow the guidelines during rides. It is important to skillfully utilize the full range of the cassette, ride with a high cadence, use all the gears, and adjust the assistance levels according to the needs.

Sorry, but we do not reply to text messages or messages via WhatsApp. The only accepted forms of contact are a telephone call during working hours or an e-mail. SMS or WhatsApp messages are often not handled and not monitored by us. We want to ensure that everyone who contacts us receives a response. Therefore, please contact us by e-mail or telephone during working hours. E-mail addresses and contact numbers can be found on our website in the “Contact” tab.

The waiting time for the bike is always given on the product page and expressed in working days. Please be patient if this time has not yet been exceeded. We make every effort to ensure the fastest delivery of the bike to each customer. If there are any delays in the execution of your order, you will certainly be informed in advance. If the waiting time, which is stated on our website, is exceeded, please contact us. Usually, we do not have delays, so the date given on the website is consistent and the order will certainly be completed within this time. You will be notified of the completion of the order by a separate e-mail.

After completing the order, the bike is packed and sent to you, if this option was selected when placing the order. The courier company has 3 working days to pick up the bike, due to the fact that the package is very large and heavy, so-called. over size. We avoid shipping by traditional courier, where parcels are sorted automatically at sorting centers—this causes frequent damage. When the carton with the bike goes to the logistic company’s system, you will receive SMS information about the expected delivery.

Despite our careful presentation of bicycle colors on our website, please be aware that the actual product colors may slightly differ from those visible on the screen. Monitor settings and lighting conditions can influence color perception. For a more accurate representation of color, we recommend consulting with our representative or visiting our physical store. If you would like to receive real photos, please email us.

If you ordered different packages, which include, for example, mudguards or a Tosa Bikes Care chemical set, we do not duplicate these components. You will receive one set of mudguards or one set of Tosa Bikes Care chemicals.

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