Policies

Shipping

Every R9 ships free from our Ontario, California warehouse. Orders placed before 2:00PM PST on a business day are picked the same day.

Your bike is delivered straight to your home address in 6–7 days via FedEx. There is no depot collection and no freight terminal to visit — the crate comes to your door.

A signature is required on delivery because of the size and value of the crate, so please make sure someone over 18 is available. FedEx will contact you to arrange a delivery window.

Local pickup is also available at both California locations at no cost. Choose it at checkout and we will email you when your bike is built and ready.

We do not currently ship to Alaska, Hawaii, or outside the continental United States.

Returns & refunds

You have 14 days from delivery to return your R9 for a refund, provided it is unused, unregistered and in the original crate with all packaging.

Bikes that have been ridden are assessed individually. Reasonable wear is fine; damage, modification or missing parts will reduce the refund.

Return shipping on a change-of-mind return is the customer’s responsibility and typically runs $150–$250 depending on distance. If the bike arrived damaged or faulty, we cover it entirely.

Refunds are issued to the original payment method within 5 business days of the bike arriving back at our warehouse.

Warranty

The R9 carries a 2-year warranty covering the frame, motor, battery, controller, display and wiring harness against manufacturing defects.

Consumable parts — tires, tubes, brake pads, grips, chain and cables — are covered for 90 days against defects but not against wear.

The warranty applies to the original purchaser and requires proof of purchase. It does not cover damage from crashes, misuse, commercial use, unauthorised modification, or water immersion.

To open a claim, email support@drivedual.com with your order number, a description of the fault and photos or video. Most claims are resolved within 3 business days.

Privacy

We collect only what we need to sell and service your bike: name, delivery address, email, phone number and payment confirmation.

Payment card details are handled by our payment processor and never touch our servers.

We do not sell your personal information. We share it only with the carriers and payment providers required to fulfil your order.

You can request a copy of your data or ask us to delete it at any time by emailing support@drivedual.com.

Terms of service

By placing an order you confirm you are at least 18 years old and legally able to enter into a contract.

Prices, promotions and availability may change without notice. If we cannot fulfil an order at the advertised price we will contact you before charging you.

Product photography is representative. Minor variations in finish, hardware and component branding may occur between production batches.

Range, speed and load figures are measured under ideal test conditions and will vary with rider weight, terrain, tire pressure, temperature and assist level.

Safety disclaimer

The R9 is a powerful vehicle capable of 32MPH. Always wear a certified helmet and appropriate protective equipment.

E-bike laws vary by state and municipality. It is your responsibility to know and follow the class rules, speed limits, licensing and age requirements that apply where you ride.

Do not exceed the 450 lb maximum load. Do not modify the controller, motor or battery — doing so voids the warranty and may make the bike unsafe.

Charge batteries on a hard, non-flammable surface using only the supplied charger, and never leave them charging unattended overnight.