GENERAL FAQs

Q: Waiting for your CUBE bike?

A: A large number of our bikes from the current model year have already been delivered and are available from CUBE dealers.

However, we regret that some models are still being affected by delivery delays, leading to delivery dates being postponed several times already. We also find this situation unsatisfactory. To meet growing demand, we have stepped up our assembly and logistics capacities substantially. Unfortunately, we are only able to utilize around 75% of our capacities at this time. This is due to several factors and we are working daily to find solutions to the situation.

Our industry has been unrelentingly challenged by a multitude of scenarios in recent months that, in isolation, were inconvenient but surmountable. However, the cumulative effect creates a very difficult situation for us to plan with any certainty, as we can only predict the receipt of goods at very short notice. A bike model that we could theoretically build over the coming weeks according to our production plan might be missing a part tomorrow that we have to wait eight weeks for. Various factors are causing the component shortages and delays:

Production disruptions in Asia

The production facilities of our suppliers in Asia are repeatedly being affected by unforeseen lockdowns lasting for several weeks. Even after resuming operation, a certain ramp-up period is required before these facilities can return to 100% capacity. This is in part due to legal restrictions limiting production capacities to 50%, meaning they are not permitted to go above this initially.

For component manufacturers, current production capacities are severely limited or in some cases suspended altogether due to raw material shortages as well as labour shortages due to sickness. This not only makes it virtually impossible to plan ahead in terms of components, but also means we are experiencing delivery deadlines being pushed back with unfortunate regularity.

Transport route constraints

In the early stages of the coronavirus pandemic, sea freight capacities were hit particularly hard. Ports struggled with congestion issues, preventing ships from being unloaded. This led to bottlenecks in the availability of free containers and ships. The resulting sharp rises in transport costs and above all significantly longer transit times are still being felt today.

With sea freight capacities dwindling, rail freight was increasingly used as an alternative method of transporting goods. This option is now unavailable due to the current situation in Russia and Ukraine, putting further pressure on global supply chains.

In concrete figures, this means the delivery of urgently needed parts has once again been delayed at the last minute by another 6–7 weeks.

Chip shortage

Our e-bikes are also affected by the general chip shortage impacting all sectors. We receive binding delivery dates from our suppliers at the earliest 2–4 weeks before receipt of the goods. This requires extremely flexible planning on the part of our production and assembly lines.

Unfortunately, the situation is unlikely to improve in the foreseeable future. The Ukraine conflict is impacting production capacities further because of shortages in essential raw materials.

Flexible production planning

Due to the reasons described above, we are now working with very short lead times for production planning. We ensure maximum flexibility for ourselves by accepting all deliveries of ordered parts, even if we will only need some of them at a much later point in time. We accept the financial risk this carries and the added complexity for our logistics. We have now re-purposed our storage facility for fully assembled bikes into a parts warehouse and begun operating five additional regional satellite warehouses. Despite this step and the huge number of components stored in our warehouses, we are unfortunately unable to ramp up the utilisation of our capacities by any significant degree. It only takes one lacking component to prevent us from building a bike altogether.

We apologize for the lengthy waiting time and the missed rides this has caused. We are doing everything we can to produce your bike and get it delivered as quickly as possible.

Please note that our customer service team is unable to provide you with an exact delivery date for your CUBE bike. Your first point of contact is the CUBE dealer from whom you ordered the bike.

We appreciate your patience, perseverance and understanding while we tackle these challenges and get your bike to you as quickly as possible!

Q: Where can I buy CUBE bikes and products?

A: Authorized CUBE retailers in Canada and the United States

Find a CUBE retailer near you. (LINK)

Q: Can I order replacement parts and accessories directly from CUBE?

A: Replacement parts and accessories can only be ordered from your local CUBE retailer.

Q: Who can I contact if I have an issue with my CUBE?

R  : Your CUBE dealer where you purchased your bike is committed to assisting you with any issues and handling warranty claims on your behalf. Other CUBE retailers may handle warranty issues on a voluntary basis but are not obligated to do so.

Q: How long do I have guarantee/warranty on my CUBE bike?

AT  : GENERAL WARRANTY CONDITIONS (LINK)

Only the CUBE retailer can process warranties. Your CUBE bike is guaranteed against any manufacturing defect for 2 years from the date of sale. In addition, we offer our customers the following warranty in the event of frame breakage outside the legal warranty period as follows:

For all rigid frames and forks from model year 2012, we guarantee from the date of sale at the Reseller: 6-Year Aluminium, Carbon, 3-Year Alu-Carbon Guarantee.

If a breakage occurs during this period (from the date of sale), we will replace the frame with the same or similar. This warranty applies only to the frame. The cost of the components necessary for the operation of the frame (eg seat post, derailleur, handlebars and stem, suspension fork, etc.), even if a replacement of the frame requires the replacement of all or part of these components, remains payable client.

EXCLUSIONS  : for Fritzz, Hanzz, Two15, for all dirt bikes and all frame exchanges, additional parts are not included in this extended warranty. Here, the 2-year limited warranty applies.

We reserve the right to repair defective frames or parts or replace them with the corresponding updated model.

A condition of the warranty is the normal use of the bicycle in accordance with the manufacturer’s stipulations.

Modification work outside the legal warranty period (2 years) will not be carried out or reimbursed free of charge by us. We therefore ask that the customer be fully aware of this stipulation when concluding the sales contract in order to avoid possible misunderstandings later.

BOSCH warranty:

All warranties on Bosch eBike components are handled by Bosch. The warranty period lasts 24 months from the date of sale of the e-Bike to the final consumer. If the end consumer’s e-Bike is intended for commercial use (eg rental company, courier), the warranty period is 12 months.

Damage resulting from misuse. This includes, but is not limited to, the use of a Pedelec bike in a bike park or similar, overexertion by jumps or any modification of the original Bosch system, such as speed adjustment.

Special case: Carbon Frames and Carbon Forks:

We offer you and your customer a CCR service (CUBE Crash Replacement Service) = exchange service for damaged carbon frames and forks. This exchange service is intended to provide a simple and economical exchange service to your customer following an accident resulting in damage to the carbon frame/forks.

Excluded from warranty and warranty are all forms of damage due to misuse or use not in accordance with the manufacturer’s specifications (e.g. use of a standard frame as a mountain bike, mounting of dual forks crown, extended suspension travel, jump overload, etc.) and any defects due to normal wear and tear. The warranty extension does not apply to Fritzz, Hanzz, Two15 models, all off-road bikes and carbon frames and all mounted components required by a frame exchange.

Q: Is it possible to transfer guarantee to a second buyer?

A. The warranty becomes null and void when the original purchaser sells the bike.

Q. Where can I get information about my Bosch drive unit and battery?

For more information on battery life/use  : https://www.bosch-ebike.com/us/service/range-assistant<

For more information on batteries: https://www.bosch-ebike.com/us/products/batteries

For more information on drive units: https://www.bosch-ebike.com/us/products/drive-units

Q  : Where can I buy CUBE bikes  ?

A: Authorized CUBE Resellers in Canada and the United States

Only in specialized bicycle shops. Find a CUBE reseller near you. (LINK)


Q  : Can I order spare parts and accessories directly from CUBE  ?

A: Spare parts and accessories can only be ordered and shipped through your CUBE dealer.


Q: Who can I contact if I have a problem with my CUBE bike?

A: CUBE Dealer

Your first contact should always be the CUBE dealer where you purchased your bike. Only the CUBE reseller with whom you concluded the initial sales contract undertakes to handle complaints and warranty claims. Other CUBE resellers may handle warranty issues on a voluntary basis but are not obligated to do so.


Q  : How long do I have a warranty on my CUBE bike  ?

AT  : GENERAL WARRANTY CONDITIONS (LINK)

Your CUBE bike is guaranteed against any manufacturing defect for 2 years from the date of sale. In addition, we offer our customers the following warranty in the event of frame breakage outside the legal warranty period as follows:

For all frames and rigid forks from model years 2011 and earlier we guarantee from the date of sale at the dealer: 5-year guarantee Aluminum, 5-year guarantee Titanium, Carbon, 2-year guarantee Alu-Carbon.

For all frames and rigid forks from model year 2012 we guarantee from the date of sale at the dealer: 6-year warranty Aluminium, Carbon, 3-year warranty Alu-Carbon.

If a breakage occurs during this period (from the date of sale), we will replace the frame with the same or similar. This warranty applies only to the frame. The cost of the components necessary for the operation of the frame (eg seat post, derailleur, handlebars and stem, suspension fork, etc.), even if a replacement of the frame requires the replacement of all or part of these components, remains payable client.

EXCLUSIONS  : for Fritzz, Hanzz, Two15, for all dirt bikes and all frame exchanges, additional parts are not included in this extended warranty. Here, the 2-year limited warranty applies.

We reserve the right to repair defective frames or parts or replace them with the corresponding updated model. A condition of the warranty is the normal use of the bicycle in accordance with the manufacturer’s stipulations.

Modification work outside the legal warranty period (2 years) is not carried out or reimbursed free of charge by us.

We therefore ask that the customer be fully aware of this stipulation when concluding the sales contract in order to avoid possible misunderstandings later.


EPO WARRANTY  :

For all Pedelecs of the EPO series 2011/2012 with goSwiss rear wheel hub drive, we provide a 2-year warranty for display, motor and battery. Battery warranty is limited to 1000 charge cycles with up to 80% capacity remaining. For Pedelec models built after 2013, we grant a 2-year warranty from the date of sale. We ask that you inform the customer of the exclusions and limitations in order to avoid any future misunderstandings. For our Hybrid Pedelec model frames, the general CUBE warranty and warranty conditions apply. For the Bosch motor and its associated components, Bosch’s own warranty conditions apply. Details of the Bosch system, the Bosch warranty and all limitations and conditions can be found in the Bosch manual that comes with the bike. Any Bosch motor warranty claims should be handled through the Bosch Service Program.


BOSCH WARRANTY  :

The warranty period lasts 24 months from the date of sale of the electric bicycle to the final consumer, but at the latest 6 months after the delivery of the Bosch components to the manufacturer of the bicycle. If the end consumer’s e-Bike is intended for commercial use (eg rental company, courier), the warranty period is 12 months.


BATTERY PACK WARRANTY  :

A minimum of 500 charge cycles or 70  % (300  Wh) and 60  % (400  Wh) respectively of rated capacity (based on stored battery information) during the warranty period.

Damage resulting from misuse. This includes, but is not limited to, the use of a Pedelec bike in a bike park or similar, overexertion by jumps or any modification of the original Bosch system.


SPECIAL CASE: CARBON FRAME AND CARBON FORKS

We offer you and your customer a CCR service (CUBE Crash Replacement Service) = exchange service for damaged carbon frames and forks. This exchange service is intended to provide a simple and economical exchange service to your customer following an accident resulting in damage to the carbon frame/forks.

Excluded from warranty and warranty are all forms of damage due to misuse or use not in accordance with the manufacturer’s specifications (e.g. use of a standard frame as a mountain bike, mounting of dual forks crown, extended suspension travel, jump overload, etc.) and any defects due to normal wear and tear. The warranty extension does not apply to Fritzz, Hanzz, Two15 models, all off-road bikes and carbon frames and all mounted components required by a frame exchange.


Q  : Is it possible to transfer the warranty to a second buyer  ?

A: No. The warranty becomes null and void when the original purchaser sells the bike.


Q  : Which parts are subject to wear and how long are they covered by the warranty?  ?

R  :  The following is a non-exhaustive list of parts subject to wear : Rims (where rim brakes are fitted), Tires, Chains, Chainrings, Sprockets, Hub bearings, Sealed bearings, Headset, Bearing assemblies on full suspension frames, Wires and cables, Disc brake rotors, Brake pads, Handlebar grips, Saddles, Bushings, seals and bearings used in suspension components (fork, rear shock) and telescopic seatposts, (Non-) rechargeable batteries used in electronic systems.

Parts subject to wear and tear should be serviced and serviced regularly to ensure their proper functioning. Components subject to high loads and stresses, such as chains and bearing assemblies, must be replaced regularly.

Please note that parts subject to wear and tear are not covered by the standard warranty and/or warranty.