Frequently Asked Questions

Usually within 1-2 business days inter-island. However, if an order is a pre-order or custom order, the lead time will be noted on the product page. 

We are available 9am-5pm HST Tuesday-Saturday. You can reach us at (808) 865-1504. We are also available via live chat or email sales@bigislandpersonaltours.com

The e-bike and electric moped rebate program makes rebates of up to $500 or 20% of the retail price available for eligible purchases of newly purchased electric bicycles and electric mopeds. The statute authorizing this program is HRS §196-7.8

The following restrictions apply:

• Only valid on purchases of new electric bicycles capable of speeds of no more than twenty-eight miles per hour, and electric mopeds.
• Purchase must be made at a retail store on or after July 2, 2022.
• Rebate amount is limited to the lesser of $500 or 20% of the retail price.
• No individual shall receive more than $500 in total rebates each fiscal year.
• The rebate application and supporting documentation must be submitted within 1 year of purchase. Failure to apply within twelve months of the date of purchase shall constitute a waiver of the right to claim the rebate.
• Applications that do not meet program criteria will not be considered.
• The Department reserves the right to verify purchase.
• The Department is not liable to pay any rebate if sufficient funds are unavailable.

Program Criteria:

• Applicant must be 18 years of age or older, and can prove one of the following:
• Participation in a low-income assistance program such as the Supplemental Nutrition Assistance Program or Section 8
• Do not own a motor vehicle with four or more wheels
• Current enrollment in a school, college, or university

The online application can be found at https://arcg.is/1rvTTX2

As soon as your package ships out, you will receive an email notification that includes tracking info for your order. If your order ships UPS or Fedex, you'll be able to click the link to track your package online. If your order ships via LTL freight, then you'll need to go to the freight company website and enter your tracking number to see the status of your package. Please note with most LTL freight shipments that an appointment will need to be set with the freight company prior to delivery. You can expect to receive a call from the freight company to set up your delivery appointment. 

Usually between 3-14 business days depending on the shipping method. If your item is a pre-order or custom order it may take longer as well. We will contact you and let you know if that’s the case.

We ship via UPS, FedEx, and various LTL freight companies. It usually depends on the size and weight of the product as to which method it ships. If you are unsure, please ask us about a specific product via phone, email, live chat, or the questions and answers section on every product page.

Yes! Please contact us by phone to place your order. (808) 865-1504 Tue-Sat 9am-5pm HST.

Yes! We are available 9am-5pm Tuesday-Saturday HST. You can reach us at (808) 865-1504 or via email or live chat.

No, we do not accept insurance but you have three options for financing: Paypal,Klarna and Shop Pay Installments.

Yes, we offer free shipping to all orders $500+ to any inter-island.

At this time we don't offer international shipping.

Yes, we do have a showroom located on the Big Island of Hawaii. Our address is 74 Kekuanaoa Street Suite #330A, Hilo-HI, 96720. We also have available test drive options for in-store purchases.

There was a federal mandate released which sanctions e-bikes under 750W and 20mph to be legal to be used on public roadways without licensing or insurance. You can read more here 

It is basically like having a motorcycle throttle where you twist a small portion of the inside handle in a backward direction to engage the motor and power the e-bike forward.  

For those cycling to work, for work, or just for fun, they are a valuable purchase. The motor assistance allows you to arrive on time or just enjoy your ride, but a bit less sweaty than you would if you rode a non-motored bike. 

Generally, electric bikes will range in cost from a low of $900 to over $8000. Not many high-quality ebikes can be had for under $1000, with the lower quality components being the main issue, while most mainstream ebikes that come with high-quality parts and components, stronger motor and battery combination, and additional custom features cost between $1500 – $3000.

So to answer the big question: yes, you do need to pedal an electric bike if you want to enjoy the benefits of cycling but with a little less physical effort. However, many electric bikes come with twist or thumb throttles that allow you to ride them without pedaling.

An e-bike can last from upwards of 3 to 5 years or longer depending on the quality of the components, your treatment of the e-bike, and how often you care for it. The main things that result in the inability to make your e-bike last any longer are related to the electronic components breaking down and your ability to find replacement parts when they do. Since the e-bike industry is constantly evolving, sometimes it's hard to find electronic parts that work for an e-bike that is 3-5 years old. Luckily, if you buy from us, we will almost always be able to get you replacement parts because we work directly with the manufacturers and can get replacement parts for older models at a fraction of the price of conventional retailers. 

Know what you'll use it for as there are many different e-bike styles to choose from. They can weigh a lot more than a regular bicycle, so keep in mind the weight and how you will plan to use it. If you want to bring it with you on an RV trip, for example, make sure it's not too heavy for you to lift onto your rear e-bike rack by yourself. Top speed matters a lot depending on how you plan to use it. If you use it on mostly flat terrain, you'll probably hit the top speed with a moderate-sized rear hub motor like 300-500W, but if you go up a lot of hills, you need something with more torque, and a higher-watt output 500W-750W mid-drive motor will also help give you that extra torque you need to get up those steep hills. Compare mileage per charge.  If you are going into the backcountry, for instance, make sure to get a high amp-hour (AH) battery pack model as the higher the battery capacity, the farther you can go. You get a good workout, so be sure to get the accessories you need to hold a water bottle and some energy bars for longer rides. They're more fun than you'd expect! An e-bike is kinda like if a bicycle and a motorcycle had a baby, but it is all-electric and street-legal just like a regular bicycle. 

Unlike MTBs or road bikes, an e-bike comes with a motor that can optimize your speed when riding. An average electric bike can be as fast as 20mph. However, electric bikes can only go as fast as 28mph and do not go more than this figure. Even the most powerful electric bikes will only limit the motor to 28mph. 

Batteries on new electric bikes can last anywhere from two to five years. The lifespan of an e-bike's battery is determined by three main factors: the type and brand of battery being used, how many times the battery has been charged during its lifetime, and the care of the battery. To make your e-bike battery last longer, be sure to fully charge it before your first ride, then keep it fully charged after each ride. Store the e-bike battery at room temperature, not too hot or too cold. Keep the e-bike battery out of standing water. Rain is usually ok on an e-bike battery, but be sure to wipe off the water when you store it after your ride. 

Your credit card will be charged if the item is in stock and ready to ship out. If the item is out of stock, or is on pre-order status or is a custom order or a built-to-order product with an extended lead time, we will contact you first to confirm if you want to reserve it, and if you confirm, your credit card will get charged and the e-bike will be reserved to ship to you as soon as it arrives back in stock.

E-bikes are allowed everywhere a bike is allowed, including bike paths.

Helmets are required for anyone under the age of 16.

The state of Hawaii does not have any restrictions on motor power or throttle for electric bikes.