FAQ – Frequently asked questions

BREXIT - Shipping to UK customers

Since December 31st the UK is not part of the EU anymore and, out of a customs and trade view, the UK now counts as a third country. That means that you will need to pay custom duties and import sales tax when importing goods from the EU. Import sales tax will be additionally 20%. The prices communicated on our website for UK customers do not include VAT!
In addition, we currently expect the custom duty being 14% on your purchase.
Please keep in mind that you will have additional costs of VAT + CUSTOM DUTY!

Configuration Tool (5)

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.

We do not revise our complete product range every season.
Nevertheless, we are always up-to-date with components. Usually we use the newest parts as soon as they are available for us. This often happens in the middle of the season. Therefore, we are often asked what we what model year the installed parts are.

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. But for sure we will check your request – just let us know at the end of your ordering process.

Delivery and Pick-up (12)

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.

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.

At the end of your ordering process you can add a different delivery address in addition to the billing address. If you need to change the delivery address after your order please get in touch with us by mail or phone.

Your bike goes through several stations in our production. You will be kept up to date in real time by mail. 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 by mail.

DHL is our shipping partner. We no longer have any influence on the delivery as soon as your bike has been shipped. With the help of the tracking number you can select a desired day for your delivery on the DHL website.

You can find more information about our shipping countries on our website – section “Shipping and Delivery”.

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.

E-bike (10)

Categories E-bike

Make sure you send your battery for our ekano in the package in which you received it from us. If the box is no longer available you can get appropiate stickers and boxes at your local post office.

Categories E-bike

Your new E-Bike is still in the so called “sleep mode” on delivery. You have to charge the battery before you can use it. The charging itselfs takes about approx. 4 to 7 hours.

Categories E-bike

In general every bike can be damaged due to heavy weather conditions. The maintenance of your bike is essential to prevent damages. The “SHIMANO STEPS”-System is waterproof when used under normal weather conditions including heavy rain. Please don’t use a pressure washer to clean your bike.

Categories E-bike

The drive unit assists you up to 25 km/h. Due to the strict regulations for E-Bikes it’s not permitted to make changes to the speed of the E-Bike.

Categories E-bike

Due to the many possible purposes of use it’s difficult to name a number. The terrain, weather conditions and driver weight have an impact on the distance you can reach with the Ekano. As far as our experience goes the E-Bike can reach a distance between approx. 40 to 80 kilometers.

Categories E-bike

We recommend to avoid this situation. If you want to continue riding with empty battery you will no longer receive pedal assistance.

Categories E-bike

Please make sure you handle the battery according the specifications in the Shimano manual to achieve the longest durability.

Categories E-bike

With your delivery of the Ekano you will reveive an adapter that you can use to recharge the battery outside the bike.

Categories E-bike

You can find the latest firmware updates on the Shimano website:
https://e-tubeproject.shimano.com/

Categories E-bike

It’s prohibited to remove the drive unit.

Events (9)

Categories Events

You can test the bike around 60 to 90 minutes.

Categories Events

The rent is free of charge.

Categories Events

You must be at least 18 years old. Minors must be accompanied by a parent or guardian who is liable for them.

Categories Events

Yes, you can test several bikes. You just need to rent each bike anew and fill out a new rental agreement.

Categories Events

Usually we have our complete product portfolio with us at the test events.

Categories Events

You can bring your own pedals, but we have flatpedals on our bike as well. Clickpedals are available on request.

Categories Events

You need to bring a proof of identity (ID card/driver license) with you. Additionally you need to fill and sign a rental agreement.

Categories Events

On the individual info pages of the Demo Days stops you will find details shortly before the event. Either an online reservation is necessary or the “first come, first serve” principle will apply.

Categories Events

COVID19-compliant booth concept
FFP2 masks required at our booth
Keep distance
Avoid group formation
Regular sanitising of all surfaces
Contact-free bike hand-out
Further country-specific actions

We are aware of our responsibility. The safety of you as well as that of our employees is something we take very seriously and as our top priority.

FRIENDS (23)

Categories FRIENDS

You can register in the PROPAIN FRIENDS app. The app is available in the Apple App Store and in the Google Play Store for Android devices. The app is completely free of charge.

Later this year, there will be an additional option to sign up via propain-bikes.com/friends as well.

Anyone who wants to become part of the PROPAIN community can become a member. As a test rider, you will have the opportunity to find FRIENDS in your surrounding and request test rides. As a FRIEND you will receive, after successful verification of your registered bike, exclusive access to our FRIENDS area and can exchange collected points for rewards. In neither case do you have to buy anything and there is no registration fee.

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Categories FRIENDS

PROPAIN FRIENDS is a network of bikers for bikers, where you can exchange your opinions honestly and directly. Test rider (interested parties) can search for FRIENDS (PROPAIN bike owners) in their area and request viewing appointments on an interactive map. It’s up to you whether you want to see the bike live, have a quick test ride or maybe take it for a spin around the block. In addition, PROPAIN FRIENDS has become an experience-benefits program with which we would like to offer you exclusive offers & experiences.

As a FRIEND, you’ll receive early-insider information, exclusive access to partner offers and invitations to special event. Earn FRIENDS points through test rides and other interactions. You can then redeem the FRIENDS points for rewards in the PROPAIN store.

Categories FRIENDS

Even if you don’t own a PROPAIN bike, you can download our app and register. If you don’t have your own PROPAIN bike yet, then you are a test rider. You can access the latest PROPAIN news in our app, find test ride opportunities in your surrounding via the interactive map in the “FRIENDS” section and contact FRIENDS via chat if you would like to test their bike.

If you buy a PROPAIN bike or already own one, you are a FRIEND. You can create your bike (verify by mandatory details and frame number) and approve it for test rides. When you share your bike for test rides, you have full access to the exclusive FRIENDS area: you collect points per test ride and other interactions, can convert your points into a voucher for rewards and take advantage of exclusive partner offers. As a FRIEND, you will also receive exclusive invitations to events and push notifications on “early news”.

Categories FRIENDS

Turn your bike upside down. You will find your frame number under the bottom bracket.

Categories FRIENDS

You can redeem your points for PROPAIN rewards. You can find a selection of these in the “Rewards” section of the app. You will also see the required points balance for each reward.

Only as a FRIEND you have access to our partner offers. These can be invitations to great experiences/trips, exclusive discounts or combination offers. Some partner offers are graded according to your ranking. As you move up in your ranking, the offers from selected partners will also change.

Categories FRIENDS

You can redeem your points in the “PROPAIN rewards” section of the app when you are a FRIEND & logged in. Here you will see possible PROPAIN rewards and the number of points you need to redeem them. As soon as you select a reward and you have enough points for it, your points will be converted into a voucher code. You can choose between PROPAIN rewards and rewards from our partner Sixpack. You can then redeem the voucher code for the selected reward in the PROPAIN Online Shop or Sixpack Online Shop.

To do this, place the selected reward in your shopping basket and enter your code at the end of the ordering process.

The process is the same for vouchers, except that you have a free choice when shopping.

Please always read the terms and conditions of the voucher in advance, which are displayed in the rewards section.

IMPORTANT: Even if you redeem your points for a reward, your ranking status remains constant.

All PARTNER offers can be redeemed on the respective partner websites in the form of a voucher code which must be entered in the respective online shop or when making a booking.

For partners where you can redeem the offer on site, you must show your app profile again afterwards as verification. For partners who have an online shop and provide you with a discount code, you can only use their offer once within 2 weeks or 30 days. This is to protect against the dispersion of the respective discount codes. IMPORTANT: The partner offers are only for you as a FRIEND and may not be passed on.

Categories FRIENDS

No, your points do not expire. As long as you have the app and you are a FRIENDS member, your points are valid.

Categories FRIENDS

Through direct interactions within the app, your points will be immediately visible in your profile.

You get your points after a test ride once the test rider has given you a rating and vice versa once the FRIEND has given you a rating.

If you purchase a bike from a test rider, you will not be credited until the bike has been shipped and the return period has expired.

Categories FRIENDS

You can view your score in your FRIENDS dashboard in the app.

Categories FRIENDS

No, all redeemed PROPAIN rewards cannot be exchanged.

Categories FRIENDS

Yes, there are so-called “in-app upgrades” in the form of a ranking. If you are a FRIEND and have at least 1 PROPAIN bike of your own registered, verified and approved for test rides, then you can move up in the ranking through accumulated points and ratings (initially through test rides and other interactions). As your ranking increases, you will also reach a higher reward level and your helmet icon at the top of your profile will fill up more and more with colour.

Here you have an overview of the rankings and reward levels:

1st Newbie: 0 – 15 ratings through test rides > reward level blue

2nd Rookie: 16 – 49 ratings by test rides > reward level red

3rd Pro: 50 – XX ratings by test rides > reward level black

Categories FRIENDS

Here is an overview of the ranking levels:

Categories FRIENDS

No, in the app, your collected points can be converted into a voucher, which you can then redeem on the PROPAIN website in the shop or in the Sixpack online shop. There are vouchers for goods that you can redeem individually or for specific rewards that are displayed in the rewards section of the app. In the app menu you will find the item “PROPAIN Website”. Here you can be redirected directly to our web-shop.

Categories FRIENDS

No, in the “REWARDS” section you will find a list of our current partners with exclusive FRIENDS offers. If you would like to take advantage of one of the offers, the app will redirect you to the partner page where you can directly enter your voucher code when ordering or make your enquiry/booking. Your codes will also be sent to you by email.

Categories FRIENDS

Yes. For partners offering an on-site offer or a special experience, you must verify your identity by entering a unique code name and showing your profile in the FRIENDS app.

Partner offers may vary at any time, may have an expiry date and may be limited. Please read the partner offers in the app carefully, as they are always kept up to date.

The codes and offers of the partners are only intended for you as a FRIEND and may not be passed on!

Categories FRIENDS

No, your location is based on the city and postcode you entered in your profile.

This means that only the city or city district is shown.

Categories FRIENDS

If you kept your old FRIENDS account active until 2019, then the email address, you entered back then still exists with the current points balance. Simply register in the app with the email address you used previously, enter a new password, complete your profile and your old points balance will be transferred to your new account. Check your status and contact us via our friends contact form with any questions.

Categories FRIENDS

Please contact us via our friends contact form for support and tell us exactly what happened to the missing points. We may have to check this.

Categories FRIENDS

Please contact us via our friends contact form for assistance.

Categories FRIENDS

Yes, in the “TEST RIDE” section you will find a few tips for the process of a private test ride.

To do so, go to the request or chat of the respective test ride and tap on the three menu items at the top of the screen. Here you will find the “Test ride Guide”. You can also find it in the help section.

If you are already talking to a Testrider/FRIEND about a date for a test ride, you can also download a contract template in the chat, which you can use as security for the test ride. Please remember: This is a private test ride. PROPAIN is not liable in case of damage, misuse or theft. If you still need help, feel free to contact us via our friends contact form.

Categories FRIENDS

If you cancel an order for a reward before it has been dispatched, please contact us via our friends contact form directly. After a successful cancellation, your points will be credited back to your account or you will receive a new voucher for our shop. Please mention the order number you received in your message.

Categories FRIENDS

We advise not to, to prevent theft. Instead, arrange a neutral meeting place, such as a car park, trails around you or a bike park. Of course, this is up to you.

If you get suspicious during a request or the test rider refuses a deposit or the test ride contract, you can cancel the request at any time. If you get a bad feeling during the test ride, don’t hesitate, cancel the test ride and keep your bike with you. In exceptional situations and on suspicion of theft, contact the police immediately.

Categories FRIENDS

FRIEND: You have completed a test ride with a test rider and received a good rating (min. 3 out of 5 stars): 10 points.

Purchase of a PROPAIN bike: After a test ride with you as FRIEND, a test rider bought a bike because you simply convinced him: 10 points.

To do this, the test rider must contact us and let us know the name of the FRIEND and his bike order number. We will check the purchase and credit the points to the FRIEND after the bike has been shipped and the return period has expired.

Test rider: You got a good rating (min. 3 out of 5 stars) after a testride with a FRIEND: 5 points.

You can redeem your collected points as a test rider when you register as a FRIEND with your own PROPAIN bike.

Points are awarded in the same way for a test ride from FRIEND to FRIEND.

The points in an overview:

  1. test ride: 10 points
  2. bike purchase: 10 points
  3. evaluation test rider: 5 points

Further interactions will follow within the further development of the app, with which points can be collected. We keep you posted.

Order and Payment (9)

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.

Categories Order and Payment

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

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

Categories Order and Payment

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.

Categories Order and Payment

Currently you can not order your bike at our headquarters. We work on it to make that possible in the near future. For sure we can help you out and assist you to customize your dreambike. Just get in touch with us and make an appointment.

Categories Order and Payment

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. You must send us the original export document after the successful import into Switzerland. We recommend that you send it by registered mail to ensure that this document is delivered safely.

You can find all information on our available payment options here.

Specs, Colors and Decals (6)

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.

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

We do not revise our complete product range every season.
Nevertheless, we are always up-to-date with components. Usually we use the newest parts as soon as they are available for us. This often happens in the middle of the season. Therefore, we are often asked what we what model year the installed parts are.

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. But for sure we will check your request – just let us know at the end of your ordering process.

“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.

From our 2020 models on we are using an additional layer of clear lacquer on our “Aluminum Raw”. The color of the aluminum is not distorted by this, but the frame is additionally coated and protected.

“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.

Carbon raw is a real beauty! The frames are getting a special treatment before we paint them so the carbon surface, which is shining through the paint, is showing its best side. Besides the clear paint there is also a light dark coating applied. This results in a light dark shine of carbon material, especially in sunlight. Each model is different so every method and also materials will differ. That also means every single frame is a unique.

Technics and Maintainance (8)

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.

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.

We recommend around 25-30% SAG. The best setting for you depends on your driving style and the trails you are on. In this case you have to just try some things out.

On each bike page you will find a table, which will help you choose your size. Select your required frame size from the table. If you stand between two sizes, you only have to decide whether you like it playful or more stable. For smooth running you choose the larger frame size, for playful the smaller one.

We approve our bikes up to a maximum rider weight of 120 kg. Our Ekano has a maximum system weight or permissible total mass (rider + bike + equipment + luggage) of 130 kg.

PROPAIN sells 100% directly to end customers, so there are no actual dealers for PROPAIN. Most dealers, however, will be happy to take care of your bike in their workshop and are often also in touch with our team. Please find more information here.

Testride (3)

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.

Categories Testride

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

Categories Testride

You can test our bikes in our headquarters in Vogt, in various test centers, at events and with our FRIENDS program. Please find more information about testing one of our bikes on our website in category “Testride“. Due to the current pandemic situation we can’t offer testrides here at our HQ.

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.

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.

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.

We do not revise our complete product range every season.
Nevertheless, we are always up-to-date with components. Usually we use the newest parts as soon as they are available for us. This often happens in the middle of the season. Therefore, we are often asked what we what model year the installed parts are.

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. But for sure we will check your request – just let us know at the end of your ordering process.

“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.

From our 2020 models on we are using an additional layer of clear lacquer on our “Aluminum Raw”. The color of the aluminum is not distorted by this, but the frame is additionally coated and protected.

“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.

You can find all information on our available payment options here.

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 delivery. The warranty covers all Propain frames from model year 2016 and excludes damage due to crashes and damage to storage, paintwork and anodizing.

Warranty and Crash Replacement (6)

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

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 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.

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.

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 delivery. The warranty covers all Propain frames from model year 2016 and excludes damage due to crashes and damage to storage, paintwork and anodizing.

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