support

frequently asked questions

Top Topics (10)

Crashes are a part of our sport that nobody likes, but it just happens. Mostly the rider and the bike get away without any damage, but sometimes everything just goes wrong. During such crashes, great forces can be exerted on the whole bike, destroying parts or the whole bike, making it unrideable. The normal warranty does not cover damage caused by a crash. That’s why we introduced our crash replacement. It is limited to the first 3 years (aluminium frame) or 5 years (carbon frame) after the purchase of the bike and allows the first owner to purchase a new bike at low cost.

The quality of our products is our top priority. Throughout the development process each frame is tested extensively to guarantee it will outlast you and won´t let you down in any situation. From the start of the production to the actual shipment to our customers, every bike has to pass three quality checks. This ensures you get the bike you deserve, designed for the best performance, built to last.

We are convinced of the high quality of our products. For this reason, we voluntarily grant an additional warranty of 3 years (aluminum) or 5 years (carbon) on our frames from the date of sale. The warranty covers all Propain frames from model year 2016 and excludes damage due to crashes and damage to storage, paintwork and anodizing.

Based on the promises of our suppliers, we try to plan the production date as precisely as possible. However, this date is not binding. Sometimes it comes to individual delays by the large variety of the offered components. If this happens, we will contact you and keep you informed. So plan a little buffer for your next bike holiday.

Usually the production of the bike takes about 25 working days depending on the choice of frame colour and equipment options. Depending on the season, different models and sizes may only be available in small quantities or will only be available again in the next delivery. You will receive your non-binding production date from us after we have received your payment. If you have chosen shipping, you usually have to add about 5 to 7 days for orders within Germany.

You can choose from the following payment options:

  • payment in advance
  • PayPal
  • credit card payment
  • Financing: Through our financing partner, Consors Finanz GmbH, we offer terms between 6 and 72 months.
  • Jobrad: You will immediately receive your personal offer, which you can present to your employer.
  • Businessbike: After we have received your data like your personnel number, we take care of the rest.

Propain builds bikes with passion and conviction… from bikers for bikers. Therefore we chose the direct way to the customer, without detours over the trade, in order to arrange the communication for you and us as uncomplicated as possible. This is exactly what distinguishes us, because it enables us to pass on the best possible prices directly to our customers.

If you can remove the component yourself, you can also send us the defective part individually. In the service area under support you will find a contact form for all complaints.

“Aluminum Raw” means, the frame is completely in raw aluminum, as it comes from welding. The frame is treated ex works so that it does not tarnish immediately, but it is recommended to preserve the frame with wax from time to time. We deliberately opted for “real raw”, as firstly the color of the aluminium comes into its own and secondly the weight saving of approx. 90-130g should interest one or the other.

“Carbon Raw” frames are also untreated, but painted over with a matt clear lacquer to protect them from external environmental influences. Under the clear lacquer you can see the carbon structure of this frame.

Our configurator already offers so many options that all our possibilities are covered. Unfortunately, for logistical and production reasons, we are not able to realize anything beyond this.

You can test our bikes with us in Vogt. We have all models in all sizes on site. Please make an appointment with us by email to [email protected] or by phone, so that we can guarantee that the desired bike is ready for you. We have our Hometrail (Flowtrail Weingarten) about 10 km away. Here you can test our bikes in the wild.

Delivery and Pick-up (9)

Yes, an appointment must be made for pick-up. As soon as your bike is ready you will receive an email from us, after that you can make an appointment by phone with us.
Tuesday to Friday from 1:00 pm to 5:00 pm.

We ship with DHL. Every bike is shipped insured.

All bike are first completely assembled and then partially dismantled for dispatch. You have to screw on the handlebars, mount the saddle and, if ordered, mount the pedals. Install the front wheel and let’s go. If you pick-up your bike directly from us, it is completely assembled.

The dimensions are approx. 150 x 30 x 80 cm.

We can only send small spare parts to DHL packing stations, not complete bikes. This applies if you live in Germany. For foreign shipping addresses, please contact your local DHL partner.

If you are not at the delivery address at the time of delivery, you will find a notification in your mailbox. The goods must then be collected from the post office within the next 3 working days. Please take your identity card with you. Another person with a power of attorney can also pick up the package for you. DHL also hands over parcels to relatives of the recipient who are in the apartment and to neighbours against confirmation of receipt. This applies if you live in Germany. For foreign shipping addresses, please contact your local DHL partner.

Your bike goes through several stations in our production. You will be kept up to date in real time. Your bike is picked, comes into production via frame assembly, goes through quality control and is ready for pick-up or dispatch. The shipment data will be transmitted to you automatically.

Based on the promises of our suppliers, we try to plan the production date as precisely as possible. However, this date is not binding. Sometimes it comes to individual delays by the large variety of the offered components. If this happens, we will contact you and keep you informed. So plan a little buffer for your next bike holiday.

Usually the production of the bike takes about 25 working days depending on the choice of frame colour and equipment options. Depending on the season, different models and sizes may only be available in small quantities or will only be available again in the next delivery. You will receive your non-binding production date from us after we have received your payment. If you have chosen shipping, you usually have to add about 5 to 7 days for orders within Germany.

Order and Payment (8)

In general, the 14-day right of revocation applies. Provided that the bike has not yet been ridden. We cannot take back bikes that have been driven on the road, off-road or in the underground car park. A test sitting in the apartment on the carpet is of course no problem.

There is a special arrangement for orders from Switzerland. If you choose shipping, the VAT will be deducted immediately and you only have to pay the net amount. Swiss taxes are then due on delivery. If you want to pick-up your bike personally, the amount plus German VAT is due. After that the bike can be exported with the export receipt to Switzerland and you will get the German VAT back.

Immediately after your order you will receive an automatic order confirmation with payment request and our bank details.

You can choose from the following payment options:

  • payment in advance
  • PayPal
  • credit card payment
  • Financing: Through our financing partner, Consors Finanz GmbH, we offer terms between 6 and 72 months.
  • Jobrad: You will immediately receive your personal offer, which you can present to your employer.
  • Businessbike: After we have received your data like your personnel number, we take care of the rest.

This is possible in principle. However, it may be that some frame sizes are no longer available or have a longer waiting time.

Reservations are not possible. We produce each bike especially for our customers after receipt of order.

You can easily order your bike in our online configurator. Here you can select all our custom options directly.

Propain builds bikes with passion and conviction… from bikers for bikers. Therefore we chose the direct way to the customer, without detours over the trade, in order to arrange the communication for you and us as uncomplicated as possible. This is exactly what distinguishes us, because it enables us to pass on the best possible prices directly to our customers.

Warranty and Crash Replacement (6)

Crashes are a part of our sport that nobody likes, but it just happens. Mostly the rider and the bike get away without any damage, but sometimes everything just goes wrong. During such crashes, great forces can be exerted on the whole bike, destroying parts or the whole bike, making it unrideable. The normal warranty does not cover damage caused by a crash. That’s why we introduced our crash replacement. It is limited to the first 3 years (aluminium frame) or 5 years (carbon frame) after the purchase of the bike and allows the first owner to purchase a new bike at low cost.

In the case of warranty there are no costs for you, not even for shipping, working time or material.

The legal warranty period of 2 years applies to the painting of frames, with the exception of damage caused by mechanical forces or chemical cleaning agents.

You have a two-year manufacturer’s warranty on all suspension elements except wear parts such as lubricants, bushings, seals and bearings.

The quality of our products is our top priority. Throughout the development process each frame is tested extensively to guarantee it will outlast you and won´t let you down in any situation. From the start of the production to the actual shipment to our customers, every bike has to pass three quality checks. This ensures you get the bike you deserve, designed for the best performance, built to last.

We are convinced of the high quality of our products. For this reason, we voluntarily grant an additional warranty of 3 years (aluminum) or 5 years (carbon) on our frames from the date of sale. The warranty covers all Propain frames from model year 2016 and excludes damage due to crashes and damage to storage, paintwork and anodizing.

If you can remove the component yourself, you can also send us the defective part individually. In the service area under support you will find a contact form for all complaints.

Testride, Experiences and Friends (5)

In general, the 14-day right of revocation applies. Provided that the bike has not yet been ridden. We cannot take back bikes that have been driven on the road, off-road or in the underground car park. A test sitting in the apartment on the carpet is of course no problem.

Everyone who owns a Propain bike can register as a Propain Friend in the Friends area on the homepage or when ordering a bike. Interested parties from your area can then contact you via the interactive map and arrange a viewing appointment. Of course, our friends also benefit from this program. We always offer special promotions and offers exclusively for our friends.

Propain Friends is a network of customers for customers, where you can exchange your opinions honestly and directly. Interested parties can search for friends near you in the Friends area of the homepage and request viewing appointments on an interactive map. Whether it is to see the bike live, to sit a short rehearsal or perhaps a small round around the block is up to you.

One possibility is our program Propain Friends, where you can meet with Propain riders in your area personally.
Here you can find our Propain Friends: https://www.propain-bikes.com/en/Friends

Another possibility is our manufacturers area in the IBC forum. Many experiences have already been published here and questions have been asked. You can also formulate your questions there and get an independent answer to them. Propain’s own support also helps with questions about Propain. Here you can find the forum: http://www.mtb-news.de/forum/f/propain-bicycles.249

You can test our bikes with us in Vogt. We have all models in all sizes on site. Please make an appointment with us by email to [email protected] or by phone, so that we can guarantee that the desired bike is ready for you. We have our Hometrail (Flowtrail Weingarten) about 10 km away. Here you can test our bikes in the wild.

Technics and Maintainance (5)

If you can remove the component yourself, you can also send us the defective part individually. In the service area under support you will find a contact form for all complaints.

In principle, you can carry out maintenance work yourself or have it carried out by a specialist workshop. Maintenance of fork and shock absorber elements should be left to the respective manufacturer.

We approve our bikes up to a maximum rider weight of 120 kg.

Yes, the rear shock is well protected from dirt by the Carbon Mudfender (Tyee, Spindrift, Rage). There is no greater soiling or maintenance intensity for the damper here than with other frame shapes.

For shipping we have to pack the bikes safely. In order not to increase the transport costs unnecessarily, we have chosen a packing size at which we know that your bike will be delivered safely. To get the bike in this packaging we have to deflate the air from the suspension fork and tires and cannot adjust it to the rider’s weight.

Specs, Colors and Decals (4)

The decals of our bikes are attached over the paint. We chose this solution because we believe it offers a lot of advantages. The decals are printed on a durable film and thus also serve as protection. If necessary, they can be changed without any problems. For example, the design of an older bike can be adapted to that of the current bike.

“Aluminum Raw” means, the frame is completely in raw aluminum, as it comes from welding. The frame is treated ex works so that it does not tarnish immediately, but it is recommended to preserve the frame with wax from time to time. We deliberately opted for “real raw”, as firstly the color of the aluminium comes into its own and secondly the weight saving of approx. 90-130g should interest one or the other.

“Carbon Raw” frames are also untreated, but painted over with a matt clear lacquer to protect them from external environmental influences. Under the clear lacquer you can see the carbon structure of this frame.

It is not possible to purchase separate components or complete bikes without individual parts such as forks, wheels, etc.

Our configurator already offers so many options that all our possibilities are covered. Unfortunately, for logistical and production reasons, we are not able to realize anything beyond this.

Configuration Tool (4)

This is possible in principle. However, it may be that some frame sizes are no longer available or have a longer waiting time.

You can easily order your bike in our online configurator. Here you can select all our custom options directly.

It is not possible to purchase separate components or complete bikes without individual parts such as forks, wheels, etc.

Our configurator already offers so many options that all our possibilities are covered. Unfortunately, for logistical and production reasons, we are not able to realize anything beyond this.

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