Frequently Asked Questions
Frequently Asked Questions
Where is Mearth located?Meartn New Zealand is located at Christchurch, New Zealand Come on over, we would love to get to know you and help you find the best e-scooter for you!
Do I need to create an account to order?We love to keep it simple for you, so no need to create an account to place an order. Simply order online or reach out to Mearth and it would be our pleasure to assist you.
Can someone assist me in my orders?At Mearth, when it comes to choosing the best electric scooter, we are in the business of satisfying our customers as much as possible. So if you’re looking for the perfect e-scooter, you’ve come to the right place.Mearth also has a range of tools and guides to help you work out the right electric scooter for their lifestyle, even a buying guide for their convenience. Mearth’s customer service and after sales care is something customers can count on.
Do you offer free shipping for parts and accessories if I purchase an e-scooter along with it?Yes, we do! We appreciate your support and trust for choosing Mearth for your parts and accessories.
How long should I wait until my order arrives?Your orders are our priority but while we do our best to provide you with swift service, shipping time depends on the location. It takes 2-10 business days to ship to around New Zealand. Please expect delays that may occur depending on surrounding circumstances.
Do you ship outside of New Zealand?We are working on expanding to other countries soon! However, as of the moment, we only ship tn New Zealand and New Zealand. If you're in New Zealand, please feel free to visit www.mearth.com.au. Don’t hesitate to reach out to Mearth and we will see what we can do for you!
Can I order online and pick the item up personally?Yes, of course! We would love to have you over at the Mearth store. Simply leave a customer note during check out that you wish to pick up the item personally, when you place an order on the Mearth website. To serve you the best, we will need you to send us the date and time of your availability. You may also pick up from our retail partner's store. Please email us at firstname.lastname@example.org.
CUSTOMER SERVICE & REPAIRS:
Does Mearth have a Customer Service for concerns I may have regarding my Mearth e-scooter?Definitely! Mearth prides itself in its superb after-sales care which is evident in our Google Customer Reviews. At Mearth, we truly care, even beyond the sale!
What is your repair policy for Mearth products if it’s not covered by warranty?Mearth is always at your service! If the component in need of repair needs to be replaced, Mearth will inform you of the cost of the component which will be another online order. If not, Mearth will ask you to send the product to our office for repair. For any related concerns, please fill out this Request Form and our Customer Care team will contact you as soon as possible.
Can I test your e-scooter/ e-bike before I order?You may visit our partner retailer's store to view and test our current model units in New Zealand.
I’ve seen your products priced cheaper on other websites. Do you do a price match?Yes it’s true, we do have a Price Match Guarantee! Simply get in touch with Mearth and send us a link of another store’s offer for a price match which is subject for approval. You may send us a chat on the Mearth website or email us at email@example.com.
Note: We only accept price matches for brand new electric scooters or combos from our official retail partners. This is also not applicable to accessories and parts.Please be informed that we have the right to reject requests if the listings are from sites that are not our official partners.
Do you offer student discounts?As of now, we do not offer student discounts but we sure have the Mearth S 2023 electric scooter available which is exactly for young adults and students! Make sure to follow Mearth’s social media accounts for promotions we may have regarding the Mearth S 2023.
When can we look forward to discounts?To stay updated on latest news, sales, discounts and promotions, check out the official website of Mearth and follow the social media accounts listed below:
Do you have apps available on iOs or Android?Stay tuned for this, we at Mearth are working on it! Like all good things, they take time.
BACK TO BASICS
WHAT IS AN ELECTRIC SCOOTER?An electric scooter is a personal electric mobility device (PEMD) that weighs less than 45 kg (100 lbs), uses an electric scooter motor, and runs a max speed of 25 kph. A rider must press the throttle to start which sends a signal to the battery to release power to the motor. The motor then produces energy to move the e-scooter forward.
Electric scooters for young adults and adults in New Zealand have increased in demand due to their proven convenience, affordability, and eco-friendliness.
Are you considering buying an e-scooter?
This guide will help you decide what electric scooter to go for.
KINDS OF ELECTRIC SCOOTERS
What is a commuter electric scooter?Commuter electric scooters for adults are designed to have more power and durability for daily use. It features around 300W of motor power and enough battery capacity to travel an average range of 25 km. Not only will it make your commute to work much better—mostly because no one likes sitting in traffic—but it's also a fun way to shake up your normal routine. It's better for the environment to ride a scooter to work than drive a car.
What is a long-range electric scooter?Long range refers to how far your electric scooter can travel before needing to stop and recharge. Long-range e-scooters offer over 40 km (25 miles) up to 100 km (62 miles). This is a well-sought after feature because their whole commute is determined by the distance their scooter can travel in one full charge.
What is a heavy duty electric scooter?Heavy-duty electric scooters are designed to take on different terrains, using a powerful motor. which in return enables the e-scooter to carry heavier loads with ease. Expect to get at least 1000W nominal motor power from this type of e-scooter.
What is an extreme, off-road, all-terrain electric scooter?Just by its description, extreme, off-road, all-terrain electric scooters are also heavy duty but more powerful. Preferably it is made with a steel alloy frame, a high-tech dual brake system, a powerful motor, a large capacity battery, and a shock or suspension system that can go through challenges.
Mighty electric scooters such as these are perfect for power-hungry, adventure-seeking, thrill-catching riders who are up for the ride of their life.
WHAT ARE THE PARTS OF AN ELECTRIC SCOOTER?
HandlebarThe handlebar is the part that you interact with the most.
On this part, you can see the handles, display screen, brake controls, accelerator, and other features and controls of your electric scooter.
A good handlebar consists of handles with a good grip and controls that are designed for ease of use. Your e-scooter handles are an important part of controlling your e-scooter.
StemThe stem is the long tube that connects your handlebar to the front wheel and the rest of the electric scooter parts.
This part can be folded and can become a handle when the e-scooter is carried.
To prevent any damage to the folding mechanism and the stem, avoid putting pressure on the handlebars.
LightsMost electric scooters have a built-in LED headlight and a tail light which gives enough illumination to see and stay visible during night rides.
Make sure to always check the LED light of your e-scooter if it gives enough illumination to help you see the road, especially at night.
BatteryThe battery is the life of your e-scooter, like the gas tank but more eco-friendly since it is made up of many cells that store the energy that your electric scooter needs to ride.
Batteries are usually located under the deck, but in some cases, they can be found within the stem.
Most electric scooters also use Lithium-ion batteries because they have better capacity and stability.
DeckThe deck is the platform where you stand on.
Different electric scooters use different materials for the deck.
Most models use rubberised decks for better grip.
E-scooter decks usually measure 14” x 5”, which is wide enough to place your feet.
ControllersA speed controller is a component located within the e-scooter that looks like a rectangular metal with many different wires attached to it.
The controller manages the current flow from the battery to the motor.
The controller bases how much current flow passes through via the accelerator.
TiresThere are two types of tires:
- 1) Pneumatic (air-filled) Pneumatic tires provide better ride quality as they cushion bumps better than solid tires, however they are vulnerable to punctures.Larger pneumatic tires can offer better shock absorption than suspensions.
- 2) Solid (airless) tires offer less maintenance and promise no punctures at all, but do not cushion bumps on the road, therefore offering poor ride quality.
MotorUsually the motor is placed within one or both of the e-scooter wheels. These are brushless direct current electric motors (BLDC) built within wheel hubs.
Powerful e-scooters, like those used for off-roading, may have dual motors, which means there’s one in each wheel.
E-scooter motors are measured in wattage and rated based on power consumption. The higher the wattage, the more powerful the electric motor.
Commuter e-scooters usually have around 250W to 500W motors, while off-road e-scooters offer 1200W motors and above.
BrakesBrakes are an important part of an e-scooter since it is what helps the rider stay safe and stay in control while riding. There are different types of brakes, divided into mechanical brakes and electronic brakes.
Mechanical brakes offer stronger braking power and use mechanisms to slow down.
Electronic brakes use the motor to stop, and it includes electronic and regenerative brakes that don’t need any maintenance at all.
SuspensionThe suspension helps improve ride quality as it stabilizes the rider’s ride on bumpy roads.
Suspension found on e-scooters include hydraulic, spring, and rubber suspension. Only a few e-scooters offer suspension.
WHAT DO I NEED TO KNOW BEFORE BUYING AN ELECTRIC SCOOTER?
Are Electric Scooters Safe?Electric scooters today offer a safe way to travel, thanks to the never ending innovation and technology that exists.
E-scooters are supposed to be equipped with efficient and safe braking systems for protection, make sure to always check this feature before buying an e-scooter.
Riders are also required to wear a proper helmet and safety gear for maximum protection.
The best way to also stay safe in an e-scooter is to learn how to ride an e-scooter properly to avoid accidents and injuries.
What is the Recommended Age to Ride an Electric Scooter?Check with your city’s e-scooter law as the age restriction could change anytime.
What is the Speed Limit for Electric Scooters?The general speed limit in New Zealand is 20 kph but may vary from each state.
Avoid going over the speed limit to prevent incurring a penalty or fine. Check with your city’s e-scooter law to know more about the allowable speed limit in New Zealand per state.
Are Electric Scooters Legal in New Zealand?Most states New Zealand allow e-scooters on private and public property.
Some states only allow private e-scooters in public if it meets specified requirements.
Check with your city’s e-scooter law to know more about the electric scooter laws in New Zealand per state.
Are Electric Scooters Allowed on Footpaths?Most states in New Zealand allow riders to ride on footpaths.
In some areas you should only ride on designated lanes, paths, and areas for e-scooters.
Check your city’s e-scooter laws to ensure which areas allow e-scooters.
Do I Need a License to Ride an Adult Electric Scooter?In New Zealand, regulations for riding adult electric scooters may not require a license.
Typically, riders need to adhere to specific power and speed limits, wear safety gear, and follow road rules.
However, exact rules may vary, so it's essential to verify current regulations.
Where Can I Park My Electric Scooter?In New Zealand, e-scooters can usually be parked in designated e-scooter parking zones, on the street edge, or near bike racks.
ALWAYS PRACTICE COURTESY
Do not park the e-scooter on private and public property unless permitted by rules & regulations.
Do not park or leave the e-scooter at bus stops, pathways, doorways and emergency exits. Do not block footpaths.
Do not leave the e-scooter lying flat on the ground, as it will block the path of pedestrians.
Can Electric Scooters Go Uphill?Yes. Electric scooters are powerful devices that can ride uphill. However, note that each e-scooter can only ride different kinds of slopes.
Mearth S Pro commuter e-scooter offers ride inclines with a 10-15% hill grade, while the long-range RS Series can ride steeper slopes of 25-30% and the high-performance and off-road e-scooters like Mearth GTS Evo Series and terrains at 30%.
When choosing an e-scooter, make sure to conduct an electric scooter uphill test to know if your preferred e-scooter model can climb hills.
Can I Ride an Electric Scooter in the Rain?Stay safe, stay dry!
Electric scooters are water-resistant, not waterproof. This means your electric scooter is built to prevent water splashes from getting into your electronics and battery, but it is not protected from being submerged or soaked.
It is a known fact that technology and water are not the best of friends so it is not advisable to keep it in a wet condition which can cause damage regardless of its specs or IP rating.
What is the Lifespan of an Electric Scooter?An average electric scooter lasts around three to five years. If maintained properly and taken care of, it may last longer.
So keep your e-scooter in top shape by knowing how to love it and care for it.
ELECTRIC SCOOTER MAINTENANCE
Store your electric scooter properly.When it comes to Mearth electric scooters, all are foldable and compact, convenient to store anywhere.
Just make sure that you DO NOT store it under cold, humid, or rainy weather conditions because of the powerful batteries e-scooters store within that produces the magic throughout.
Electric scooters with batteries are easily affected by temperature.
Clean your e-scooter surely but safely.Electric scooters are water-resistant, not waterproof. This means your electric scooter is built to prevent water splashes from getting into your electronics and battery, but it is not protected from being submerged.
The best way to clean an electric scooter is to use a microfiber cloth, wheel and tire cleaner, and WD40 degreaser. Alternatively, you can use a mild detergent or dishwashing liquid.
Routine check-ups.Check your entire electric scooter before and after every ride - from head to toe, from screws to important components. Ask all the questions before your ride.
Are there any loose bolts? Is the stem wobbly? Is the tire pressure adequate? Is the front wheel aligned? Is your disc brake making a noise? Are your wheel threads already worn out?
INSPECT. MAKE SURE. CHECK.
While electric scooters are simple devices, the most basic and simplest problems can still affect your ride performance.
Identifying problems early on will help you in the long run. They can avoid potential accidents and will not leave you stranded midway your commute.
Maintain your electric scooter tires.Avoid the mishap of having to change a punctured pneumatic tire with proper maintenance. Use a tire sealant and do routine check-ups to reduce the chances of a flat tire.
When your electric scooter tires get worn out, schedule them for a change, for your own safety.
COMMON ISSUES & HOW TO FIX THEM
Read away on how to handle common issues. Take precaution when trying to fix your electric scooter and always handle it with care.
Some of the common electric scooter problems are punctured tires, battery issues, which include faulty and non-functioning batteries. One may also encounter faulty wirings, faulty controllers, and damaged motors, depending on how you use your e-scooter.
“When in Doubt, Don’t.” - Benjamin Franklin
Should you have a difficult time disassembling your e-scooter OR if you are UNSURE how to repair your e-scooter, then better not to. Leave it to the experts. It is best to have professionals take care of your unit and guide you how to do it right. In this way, you also protect yourself from any risk or danger caused by improper maintenance.It is always better to be safe than sorry. Reach out to Mearth for assistance.
What is the electric scooter battery?
The battery stores the energy used by the different parts of the e-scooter, such as the motor, controller, lights, and more. The battery includes a battery management system that consists of individual cells and electronics and helps it operate efficiently and safely. When you engage the throttle, the speed controller sends a signal to the battery to release energy to the motor. The motor then moves the e-scooter forward.
ISSUE: The battery dies, doesn’t charge, or is worn-out:
- A. Dead batteries are a common issue with electric scooters. This can be a result of a defective battery, improper charging, extremely cold temperature, or a slowly degrading battery capacity. A dead battery is different from a low battery. A dead battery suddenly does not turn on anymore, while a low battery has a few energy charges left. The latter can simply be resolved by charging the battery.
- B. To fix a dead battery, you may simply charge it. However, take note that it will take longer to completely charge the battery. To avoid this, make sure that your battery never runs out of charge. Always charge your electric scooter battery at the end of the day. If it’s not charging, try plugging the battery in other sockets, and see if it will charge. It’s also a good idea to invest in a voltmeter to check if your battery is charging or not. If it’s still not charging, you should replace your battery with a new one, and safely discard the old one.
- C. If a battery doesn’t charge, it may mean that it has a defective charger, wire, or port, or that it has become over-discharged and can no longer be recharged. If you encounter this situation, you will either need to inspect your e-scooter battery or replace it.
Chargers can sometimes become faulty if you are overcharging or plugging them in a socket with a higher or lower voltage. Having a defective charger can be quite inconvenient since you need it to use your e-scooter.
How to fix a defective electric scooter charger:
First, try to plug the charger into other sockets and see if it works. There’s usually a light indicator that shows if it’s receiving electricity. If it’s turned off, you may need to replace your charger with a new one. To be sure, you can use a voltmeter to check your charger’s output. Also, before you buy a new e-scooter charger, make sure that it’s compatible with the power voltage in your home to avoid damaging your new charger.
- D. How to fix worn-down batteries.
The only way to fix this is by replacing them with a new one. Since your battery is already at the end of its lifespan, it’s best to switch to a new one to avoid any inconvenience. However, if you can’t replace your battery yet, don’t undercharge or overcharge your battery to help prolong its lifespan.
ISSUE: How to replace an electric scooter battery?
It is recommended to let a professional change your e-scooter battery, for your safety and convenience. Experts can also assess whether it is your electric scooter or just the battery that needs to be replaced. It may be time to change your e-scooter if you see signs of damage, burn, or leaks.
ISSUE: What if the engine heats up?
- Excessive engine heat can be caused by a poor environment or handling such as high temperatures or overloading. When you feel your electric scooter engine heating up, turn off your electric scooter and fix it immediately. Otherwise, it could impact your engine and battery negatively.
How to fix a heated engine:
Turn off your electric scooter first, and let it cool down before checking it. Once it’s safe to touch the e-scooter, check the wiring, fuse, or electrical controller for issues. Wiring and fuse issues mean that your e-scooter can still run.
However, you should call your technician immediately to fix this problem. In the meantime, avoid riding your electric scooter until it is fixed.
ISSUE: The electric scooter shuts off while riding
- If you have experienced your electric scooter turning off while riding, this means that your circuit breaker has been tripped.
How to fix a shut down while riding:
Check your fuse or circuit breaker and see if it’s heated or has loose wires. Make sure to secure wires tightly. Steep inclines or overloading can cause the circuit breaker to trip.
You can also wait for a few seconds after your electric scooter has stopped. Then, start it again.
To prevent this from happening again, it’s best to have it checked by a professional.
ISSUE: What if I get a flat tire?
This is one of the most common e-scooter problems that you should watch out for if you ride pneumatic or air-filled tires.
How to fix a flat e-scooter tire:
If there’s a puncture on your tire, one thing that you can do is to apply tire sealant. If the puncture is too big, it may be best to replace the tire itself. However, removing your wheel and the tire itself may be tricky, depending on your e-scooter model. If you want to learn how to change the wheel, read these electric scooter repair guides for the Mearth S Series and Mearth GTS Series.
What is the electric scooter motor?
The DC electric motor is the “powerplant” of your electric scooter. It determines top speed, acceleration, hill climbing ability, power consumption, and performance. When a rider twists the throttle on the handlebar, the controller reacts by commanding the battery to send electric energy to the motor which is mounted on the hub of the wheels. The motor uses this energy to rotate the gear which then moves the wheels of the electric scooter forward.
The motor is where the power of the e-scooter comes from. The motor is connected to the front or rear wheel of an e-scooter, and it comes in different designs and shapes. The two types of hub motors include a geared hub motor and a brushed motor.
In case you damage your e-scooter, get in touch with your retailer or manufacturer for spare parts or repair service.
You may also bring your e-scooter to a legitimate or accredited electric vehicle shop or an electric scooter repair shop in New Zealand. For Mearth customers, you may request a repair via www.mearth.co.nz website.
You can also ask your retailer or manufacturer for the tutorials available online.
For example, Mearth offers a step-by-step tutorial on how to change your electric scooter tires.
If you own either a Mearth S, S Pro, RS, RS Pro, GTS or GTS MAX, you will find the tutorial guides useful and easy to follow in case you want to change your tires yourself.
How to request a repair from Mearth:
Go to Mearth’s Request for a Repair page and fill out the form.
Make sure to fill out the required fields and explain your concern in detail so that Mearth experts can take proper action for your concern.
After submitting your request, wait for customer service to get in touch with you.
To see if your repair is covered by Mearth’s warranty, please read Mearth’s Warranty Policy. For any concerns regarding your electric scooter, let us know at firstname.lastname@example.org.