Frequently Asked Questions

Find Answers To All Your Questions

Ordering & Process

Basic Bike Choices

Bike Care & Safety

How do I place an order with Smx.ae?

To place an order, just send us a message with the bike or product you are interested in and your location. We will reply with the current price, basic spec (Color, wheels, or even power), and estimated lead time, and we’ll answer any quick questions you have.

Once you are happy with the model and price, we send you a clear order summary in writing and share the payment instructions. Your order is confirmed only after we receive the agreed payment (full payment for in‑stock items, or deposit for certain preorders). Most customers choose a standard setup, and we will tell you if anything in your order is an optional upgrade rather than included by default.

Can I order through WhatsApp / Tiktok?

Yes. Many customers order directly via WhatsApp or Instagram. Just send us the bike or parts you’re interested in, and we’ll guide you through configurations, pricing, and payment so your order is clearly confirmed in writing.

How do preorders work for certain models?

Some bikes and parts are offered on a preorder basis if they are in production or on the way from the supplier. For these items, we first confirm the model, standard spec, and estimated lead time with you, then agree on a deposit amount to reserve your unit. Once the deposit is paid, we lock in your booking and start the process with our supplier or factory.

While most customers choose a normal or simple configuration, we can also discuss optional upgrades during the preorder stage. We will tell you which options are realistic within the expected timeline. Preorder lead times are estimates and can be affected by shipping, holidays, and logistics, but we keep you updated when we receive new information. The remaining balance is usually paid when the bike arrives and is ready for delivery or collection, as per the terms we confirm with you in writing.

Can I reserve a bike before deciding on upgrades?

Yes. You can reserve a bike in its standard form first and decide later if you want any separate upgrade products, as long as the order has not entered the final preparation or shipping stage. Upgrades such as controllers, batteries, or brakes are treated as separate items and can be added once you are sure about them.

How do I know my order details are correct?

Before you pay, we send you a written summary including the bike model, standard spec, any extra products you chose, price breakdown, and expected lead time. You should read it carefully and confirm that everything is correct. We rely on this written confirmation (for example in WhatsApp or email) as the final reference for your order.

 
 

I don’t know much about specs. Can you help me choose a bike?

Yes. Most customers just want a solid, normal setup. Tell us your weight, riding style (street, off‑road, or mixed), and rough budget. We will recommend a suitable bike in its standard configuration first.

What’s the difference between a standard setup and a fully upgraded build?

A standard setup is the bike as it comes from the manufacturer with its original battery, controller, and brakes. That’s enough for most riders. A fully upgraded build uses separate products such as performance controllers, batteries, and brake kits that you buy in addition to the bike to increase power, range, or braking performance.

Are your bikes suitable for beginners or only for experienced riders?

We have options for both. Many of our bikes in stock form are suitable for beginners or casual riders once you respect their power and ride with proper safety gear. High‑power setups and heavy upgrade packages are more suitable for experienced riders, and we will tell you honestly if something is too much for a first bike.

Can I start with a normal bike now and upgrade later?

Yes. This is very common. You can buy a standard bike first and then, in the future, come back for separate products like an EBMX controller, DHS battery, or DNIS brakes. We treat these as individual items, so you can add them step by step instead of all at once.

Do you offer test rides or demo bikes?

Availability of test rides or demo units depends on what we have at the time. In some cases we can show you a bike in person or share detailed photos and videos. Contact us and we will let you know what is possible based on your location and current stock.

How should I look after my bike day to day?

After each ride, give the bike a quick visual check: look for loose bolts, damaged parts, or anything that doesn’t feel normal. Keep the bike clean, avoid spraying high‑pressure water directly at bearings, electronics, or connectors, and wipe it down with a damp cloth instead. If you notice strange noises, reduced power, or anything unusual, stop riding and contact us for advice.

What is the best way to charge the battery?

Always use the correct charger supplied or approved for your battery, on a stable, dry surface away from flammable materials. Plug the charger into the wall first, then into the bike or battery. Do not leave the battery on charge for days; disconnect it once fully charged and avoid repeated full discharges to 0% where possible.

How should I store the bike and battery?

Store the bike and battery in a cool, dry place out of direct sun and away from extreme heat. If you are not using the bike for a longer period, keep the battery around mid‑charge (roughly 40–70%) rather than completely full or completely empty. Do not leave the bike or battery in a closed hot car or exposed to heavy rain for long periods.

What basic maintenance should I do regularly?

Check tire pressure, brake function, and chain/drive components regularly. Make sure all bolts on the stem, bars, wheels, and critical areas are tight to the recommended torque. Inspect brake pads and rotors, and listen for rubbing or grinding. If you ride hard off‑road, you should do a more detailed check more often and service the bike regularly.

What safety gear do you recommend when riding?

We strongly recommend a proper helmet at all times, plus gloves and suitable footwear as a minimum. For off‑road or higher‑speed riding, consider additional protection such as knee and elbow guards, body armour, and goggles. Always ride within your skill level, respect local laws, and remember that even a “standard” electric bike has serious power and should be treated like a real motorcycle, not a toy.