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Frequently Asked Questions

At Lug+Carrie, we’re on a mission to reduce the number of short car trips. Our electric cargo bikes make your commute stress-free and turn the school drop off into a mini adventure. So, whether you’re new to eBikes, or ready to ditch the second car for good, we’re here to help you get moving!

Can I test ride your range of eBikes?

Absolutely. Head to this page to schedule a test ride, drop into one of our city locations or send us an email at info@lug-carrie.com to enquire. 

During your test ride, our team will help you determine which eBike is right for you. As well as, provide tips on riding with passengers, pets, and cargo to ensure you feel confident.

Should I subscribe or should I buy?

Whether you subscribe or buy is down to your personal needs and preferences but here is some guidance on why we think you might go for one or the other:

Subscription: a no-commitment introduction to the lifestyle with the benefit of never having to learn how to change a tyre or tune the gears.

Our subscription includes everything so all you need to do is Ride! This means we own all the hassles of maintenance, sourcing replacement parts or swapping accessories. If you fall in love…it happens…you can buy it outright after 6 months with a balloon payment. 

Because we cover all the ongoing maintenance and replacement parts, we only use the most reliable, long lasting and safe products on the market. 

Buy new: Get the latest models and features, delivered to your door, with ongoing manufacturer support

If you already know a thing or two about eBikes, you’ve done your research and know that Tern and Bosch are the best of the best, you might consider buying. You’ll have access to all the latest features and models, as well as your pick of colours and when your bike arrives, it’ll be fresh out of the box. One of our specialist Tern team will put it together, deliver it to you and do a personalised handover. 

Buy refurbished: Same Bosch and Tern reliability for less. Warranty and tune up included. Avoid the pitfalls of Facebook Marketplace and Gumtree!

If you’re on a budget or you won’t ride enough kms to justify the cost of subscribing or buying new, refurbished might just be for you. You’ll be getting the same top quality with the peace of mind that it’s been serviced and maintained by our specialist Tern technicians. You’ll also get a full service history, battery health report, warranty and tune up included.

What is an electric bike?

An eBike is just like a regular bike, but it includes an electric motor that is powered by a rechargeable battery. The motor provides pedal assistance, which makes carrying a large load, heading up hills, or riding into the wind (or all of the above) a lot easier.

Lug+Carrie eBikes have four different levels of pedal assistance, which allow you to get as much or as little help as you want. The motor makes it easy for you to carry loads like kids or groceries, or to get where you’re going without getting overheated and sweaty. Ultimately, eBikes help you to do more, ride more, and ride further. 

Find out more about the top four reasons our customers chose an electric bike. We might have written this blog back when we only had 100 customers, but the advice still rings true!

Are these bikes legal in Australia?

Yes they are. 

As electric bikes gain popularity and more manufacturers and importers enter the market, it’s important to understand the regulations surrounding their use. Especially if you intend on carrying your family and charging it in your home.

In Australia, there are specific rules regarding the maximum power output of the motor and how the power is delivered and all of our Tern bikes abide by these local laws and meet international safety standards above and beyond those here in Australia. 

Find out more here.

You mentioned that eBikes have a battery. Do I have to charge it?

Yes, you have to charge the battery if you want to use the electric motor, which we assume is the reason you’re looking into eBikes! The charge process is as simple as plugging it in, just as you would with your mobile phone. To fully charge the battery for the Tern GSD, HSD or Quick Haul, takes about 4 hours.

The battery can be removed from the bike for charging. This is super convenient if you want to take it up to your office with you to charge while you stare out the window and think about what you want to do next with your Tern.

So how long does a charge last? Using a single standard, fully charged battery, the Tern GSD or Quick Haul will run between 50 and 110 kilometres, depending on how heavily you rely on the pedal assist and how much load you carry. The Tern HSD will run for between 42 and 110 kilometres.

What happens if my battery goes flat, I get a flat tyre or another issue on the road?

As a Lug+Carrie subscriber, however, you are covered by the Rider Rescue roadside assistance program. If you are stranded with a flat battery, mechanical issues, or an injury, they’ll organise a taxi to take you and your bike to a destination of your choosing, a ride valued up to $50. For more details, check out The Lug+Carrie Guide to Breakdowns

Additionally, if it’s just a flat battery and you’re looking for a workout, your Tern will work just like a normal bike when the battery is flat or if the motor is turned off.

If you’re an owner, you can join Bicycle Network as a member for an annual fee. Their membership includes access to Rider Rescue. You can be dropped off at one of our locations with your bike, and we’ll assist you in getting back on the road.

Could the battery catch fire?

No. The Bosch batteries on our Tern bikes meet the most rigorous battery safety standards – a standard called UL2849.

Unfortunately, with news of eBike battery fires spreading in the mainstream media, people have become worried about the dangers involved with eBikes and scooters. 

Find out more about why, if you opt for a Tern from Lug+Carrie, you have no reason to worry.

What does a Lug+Carrie subscription include?

A Lug+Carrie subscription is an ongoing rental of one of our eBikes designed to remove upfront purchase costs, any suprises breakdown and maintenance fees, and everyday support to keep you moving For a fixed, predictable and budgetableweekly fee, you get:

  • A bike (of course) that is kitted out with everything you need to get on the road (you’ll need to bring your own helmet)
  • At home maintenance by one of our expert mechanics
  • Rider Rescue roadside assistance in case your bike breaks down
  • Insurance to cover theft or damage. 
  • Access to our Rider Network, our amazing community of Good Movers. It’s a Facebook Group where everyone shares their adventures and tips and asks questions. We also host regular community rides for everyone to meet and have a good time! 

We’ve created a helpful blog post that provides even more detail about the Lug+Carrie subscription service.

Can I subscribe to Lug+Carrie if I’m outside the operational zones?

No you can’t subscribe, but you can buy a new or refurbished Tern bike from us if you live outside the operational zones! 

We have our operational zones in place for our Lug+Carrie subscription customers so that we can provide our premium service. That includes delivery of your bike by one of our team who will set you up and get you ready to go, free at home servicing and maintenance (or we’ll pick the bike up and drop it back) and Rider Rescue – think roadside assistance but for bikes. Find out more about Rider Rescue here. 

For more information on our operational zones in Sydney, Melbourne and Brisbane take a look here.

What if my subscription bike gets damaged or stolen?

If your bicycle is damaged or stolen, you should get in touch with us to help you out. 

Each bicycle is covered by insurance that carries an excess of $500. In the case of damage above $500 or theft, the subscriber would be responsible for the $500 excess payment, while insurance would cover the rest.

To be covered by insurance, your bike needs to be securely locked using the frame lock, chain lock, and alarm. The bike must also be kept undercover and out of sight overnight.  Read more about how to safely lock your bike here or check out this nifty video our teammate Thomas kindly whipped up. 

Damaged or lost parts, components, or accessories valued up to $500 will be charged to the subscriber at the value of the item/s.

I’m a subscriber, can I buy my bike?

Yes, you can! If you fall in love with your bike, you can buy it after 6 months with a balloon payment. Get in touch and we’ll chat with you about what that looks like. You can get a rough estimate on our ‘why subscribe’ page. 

More About Our Subscription

Can I refer a friend to Lug+Carrie or get a discount code to sign up?

Yes, you absolutely can! 

If you’re already a Good Mover: 

  • You’ll have a unique referral code which will get new subscribers their first month half price
  • For every new customer you refer, you’ll get half-price for a month too. 
  • The more customers you refer, the more months half price.

If you haven’t seen your unique referral code, check your emails or get in contact with the team. 

You offer three bikes. How do I know I’ll fit on one of them?

The Tern Quick Haul, GSD and HSD are built to be extremely flexible in terms of who can ride them. The bikes each have handlebars and seat which, when adjusted, accommodate any rider from 150-195cm tall. And because the frames have low-step through heights, it’s easy to get on and off, no matter your size.

The best way to illustrate the flexibility of the Terns it to show you! We’d love to have you come by for a test ride. Go to our test rides page to book a time, or get in touch at info@lug-carrie.com and we’ll organise your visit.

How do I cancel my subscription?

All you have to do is send us an email to info@lug-carrie.com. Cancellation will take effect 28 days from the day of notice, at which point you will schedule collection or bring back your eBike, the bike lock, charger, and any accessories that were included in your subscription.

Can you tell me more about the subscription insurance?

The insurance included with your subscription only covers theft and damage of the bike, with an excess of $500 if our T&Cs have been met.

The insurance included with a subscription does not cover personal injury or third-party insurance, which a lot of our customers get from either their own insurance company or from third-party insurers.

There are lots of personal injury/3rd party insurance providers out there and we’re not experts, however, we know that the Bicycle Network and Cycling Victoria are good organisations that provide well priced insurance as part of membership.

Want to find out more? Head to the following link:
Bicycle Network

I am currently a subscriber and rider the Tern GSD, but have decided that I would like to try the Quick Haul instead. Can I swap?

Yes, you can.

We allow one free swap within the first four weeks of your subscription, to ensure that you have found the best bike for you and your lifestyle. After the first four weeks of your subscription you can still swap, but we’ll charge you a small fee of $180.

What’s a Lug+Carrie Good Mover?

A Good Mover is anyone who is riding one of our bikes! They’re part of the Good Movement to reduce the number of short trips by car in Australia.

It’s my first time riding in years? Will I be ok and can I test out the bike in a safe environment?

You’d be surprised how many of our Good Movers hadn’t ridden for a very long time and some have never ridden at all! The design of the Tern bikes makes them incredibly stable and easy to ride. 

You can absolutely test out the bike in a safe environment. Head over to our website to book a test ride and our team will be able to help you out!

Do you offer any community engagement?

Our Good Mover Community is an incredible group of supportive riders across Sydney, Melbourne and Brisbane. 

We have an online community of Facebook where Good Movers share their adventures and invite others along, ask questions and offer advice.

We also run community rides on the first Saturday of every month in each city. Anyone in the community can suggest routes and come along. If you’d like to bring a friend just let us know and we can tee it up!

More About eBikes

How do I take good care of my bike?
  1. Keep the tyres inflated. It’s best to check them often, before each ride if you can. We recommend 45 psi.
  2. Store the eBike inside or under good cover – prolonged storage outdoors will cause damage including like rust. Inside storage is better for security purposes too.
  3. And for some reason, vandals like to attack bikes parked in public places, so we don’t recommend leaving your bike parked overnight outside your office, school, etc.
  4. If you plan on storing your bike in a parking garage or other communal bike storage area, securely lock your bike using the frame lock and chain, and engage the alarm. As secure as these areas seem, they are prone to bike theft.
Is there a limit on how fast my eBike will go?

Yes. The pedal assistance you receive from your eBike is limited to speeds not exceeding 25km per hour. This rule governs all eBikes in Australia.

That said, you can ride your bike as fast as you want. Anything above 25km per hour, however, will require you to either pedal hard or find a big hill.

Can I come and test-ride the bike first?

Absolutely. Head to this page to schedule a time, or send us an email to info@lug-carrie.com

Is it safe to ride in the rain?

Yes absolutely! These bikes are built to withstand the elements and are ridden around the world in rain, hail, snow or shine! Just remember “if it’s flooded, forget it!”. We also have accessories to keep your cargo and passengers dry in the rain. Check out this blog for winter riding tips to stay safe in more wild weather.

Melbourne Customers

In which parts of Melbourne do you operate?

Check out the Melbourne Operational Zones.

We operate all over Melbourne, however, there are a few differences in the offering depending on where you live.

For Subscribers who live within 25km of our shop, we include:

  • free delivery at the start of each subscription and pick up at the end.
  • free on-site servicing, where we make minor repairs at your house, while you wait.
  • free delivery and pickup for any service that needs to be completed at our shop.

For Owners who live within 25km of our shop, we include:

  • free delivery with any new eBike purchase if you live within our operational zone. 

For customers who live outside our operational zone, we would love to talk to you. Please contact our team to discuss your options to get riding.

Can you deliver the bike to my house when I start my subscription? How about picking it up for servicing?

For Subscribers who live within 25km of our shop in Fitzroy, we offer free deliveries and pickups.

What’s your address and when are you open?

We are located at 146 Argyle Street, Fitzroy.

We are open Tuesday to Friday, 9 am – 5pm, and 10 am – 4 pm on Saturday.

Get in touch at info@lug-carrie.com if you want to schedule a test ride one of our eBikes. 

Brisbane Customers

In which parts of Brisbane do you operate?
In which parts of Brisbane do you operate?

Check out a map of the Brisbane operational zone.

For customers who live within 20km of the Brisbane CBD, we include:

  • Free delivery at the start of each subscription and pick up at the end.
  • Free on-site servicing, where we make minor repairs at your house, while you wait.
  • Free delivery and pickup for any service that needs to be completed at our shop,

For Owners who live within 20km of our shop, we include:

  • free delivery with any new eBike purchase if you live within our operational zone. 

For customers who live outside our operational zone, we would love to talk to you. Please contact our team to discuss your options to get riding.

Can you deliver the bike to my house when I start my subscription? How about picking it up for servicing?
For Subscribers who live within 20km of the Brisbane CBD, we offer free deliveries and pickups. 
What’s your address and when are you open?

We are located at 17 Trafalgar Street, Woolloongabba

We are available Tuesday to Friday, 9am – 5pm, and 10am-4pm on Saturday to chat with you about our subscriptions, and will be excited to announce our new location very soon.

Get in touch at info@lug-carrie.com or call 1300 766 552 if you want to schedule a service, swap some accessories, or test ride one of our bikes.

Sydney Customers

In which parts of Sydney do you operate?
In which parts of Sydney do you operate?

Check out the Sydney Operational Zone.

We operate all over Sydney, but there are a few differences in the subscription depending on where you live.

For customers who live within 20km of our shop at 4/51-53 Bourke Road, Alexandria, we include:

  • Free delivery at the start of each subscription and pick up at the end.
  • Free on-site servicing, where we make minor repairs at your house, while you wait.
  • Free delivery and pickup for any service that needs to be completed at our shop,

For Owners who live within 20km of our shop, we include:

  • free delivery with any new eBike purchase if you live within our operational zone. 

For customers who live outside our operational zone, we would love to talk to you. Please contact our team to discuss your options to get riding.

Can you deliver the bike to my house when I start my subscription? How about picking it up for servicing?

For customers who live in our operating area (see ‘In which parts of Sydney do you operate?’), we offer:

  • free delivery at the start of each subscription and pickup at the end,
  • free on-site servicing, where we make minor repairs at your house, while you wait,
  • free delivery and pickup for any service that needs to be completed at our shop, and
What's your address and when are you open?

We are located at Unit 4/51 Bourke Rd, Alexandria NSW 2015

We are open Monday to Friday, 9am – 5pm, and 10am – 4pm on Saturday.

Get in touch at info@lug-carrie.com or call 1300 766 552 if you want to schedule some service, swap some accessories, or test ride one of our bikes.

Mum and Daughter after school heading home on their Tern Quick Haul.

Still have questions?
Ask us anything!

Our friendly team can help with tips on riding in bad weather, how to find the safest riding routes and riding with passengers. We also have a Facebook group where our community can help you to get moving, just ask away!

Book a test ride

Find out for yourself how much fun you can have on a Lug+Carrie.

Build your eBike

Use our eBike Builder to tailor a bike setup to your lifestyle.

Ask us anything!

Book a time to chat with us if you’ve got questions or want to sign up.