Welcome to the Chilled Squirrel Help Center

Our premium electric bikes are custom-built in Cape Town, South Africa. Current lead time for some models is 14-21 days and approximately 10- 12 weeks for other models from your order confirmation. We'll keep you updated throughout the build process.

All Chilled Squirrel e-bikes come with comprehensive warranty coverage. Please refer to your product manual or warranty section below for complete details on coverage, terms, and claim procedures.

Always use the charger provided with your e-bike. Charge in a dry, well-ventilated area at room temperature. Full charging typically takes 4-6 hours. Never leave the battery charging unattended for extended periods. See your product manual for model-specific instructions.

Range varies by model and riding conditions. Typical ranges: : Marula Plus eMTB 130km, Malibu /Palm Beach e-cruisers : 70km, Zini eMTB: 70km. E-fat bikes vary from 50km up to 100km. Some model batteries can be upgraded or downgraded if lower mileage or Longer range is required. Factors affecting range include rider weight, terrain, assist level, tire pressure, and weather conditions.

Yes, our e-bikes are designed to handle light rain and wet conditions. However, avoid deep water, high-pressure washing, and submersion. Always dry your bike after wet rides and store in a dry location.

We provide local support and service from our Cape Town facility. Contact us to schedule a service appointment or for recommendations on authorized service centers in your area.

Firmware updates are performed during scheduled service appointments. Contact our support team if you believe your system requires an update.

First, consult your product manual's troubleshooting section. If the issue persists, contact our support team using the details below. For safety-critical issues (brakes, motor, battery), stop riding immediately and contact us.