Frequently-Asked Questions (FAQ)

## Community Involvement

**Q. Why am I not on the map?**

A. There are two maps, created by Chris Roser. If you want to be on them, you have to create your own pin.

One map is for campaign backers. If you contributed to the campaign and chose a bike (or two or three) as your perk, you can mark your location and color choice on the map with a pin. SONDORS Owners Forum Map

The other map is for deliveries. Only put a pin in your location if you have received your bike.

## Ordering

**Q. How do I find my backer number?**

A. A spreadsheet compiled from Indiegogo's donor information has been shared on the Facebook group, "Sondors Storm Owners Group." If this link doesn't work, you may have to log into Facebook and join this community first: https://m.facebook.com/download/101605476846227/Sondors%20Contributors%20as%20of%20Noon%20EST%202015-03-04%20%282%29.xlsx

If you cannot find your name, you might be under a username or "Anonymous," so compare the date on your confirmation email to the dates in the list.

**Q. What color did I order?**

A. We have no information on that. It is not in the "Sondors Backers" spreadsheet. It should be in a confirmation eMail you received after you answered the color-choice survey that was sent out to all backers. I believe there was also a "Make sure we have your info correct" email sent out after Agency 2.0 was "fired" from the team.

**Q. How do I contact Sondors for an issue, address update, or payment problem?**

A. Email support@sondors.com.

## Shipment

**Q. When will my bike arrive?**

A. As of July 20, 2015, the Sondors campaign update says:

US shipping, wave 1, black/yellow: "almost finished."

US shipping, wave 1, black/black: "under way."

US shipping, wave 1, blue/black and yellow/orange: "happening in the next few weeks."

**Q. When will bikes be shipped to Europe/Canada/Australia, etc.**

A. As of July 20, 2015, the Sondors campaign update says:

International shipping: "happening as we write and we'll be emailing international backers in the next few days for estimated delivery timing."

**Q. I was backer # (some low number). Why haven't I received a tracking number yet?**

A. Bikes are not being shipped in backer # order. The most important thing at this point is whether you are Wave 1 or not. Only Wave 1 bikes have been built. They will finish and ship all color combinations from Wave 1 before the next wave is started.

The second-most important factor is color choice. Black/Yellow bikes from Wave 1 were completed and shipped first. Black/Black next, then Yellow/Orange, then Blue/Black.

The third-most important factor is your location. UPS has decided to ship locally (SoCal) first. That doesn't mean they will work west-to-east, and it doesn't mean New Yorkers will be last; it just means they are shipping locally first.

**Q. Am I in wave 1?**

A. Check the "Sondors Backers" spreadsheet for the date of your backer date or check the date of your contribution confirmation. If your date is before March 3rd, you are Wave 1. I don't think anyone here knows for sure what timezone the cutoff was exactly, or whether it was midnight when March 3rd began or ended.

If you did not pay for shipping quickly after it was announced, it is possible that you were "bumped" to a later Wave. No one on this site knows for sure if that is the case, but it is likely. Especially if you waited until after March 3rd.

**Q. Does UPS require an adult signature for delivery?**

A. There has been at least one report of a box being left on someone's doorstep, but for the most part, YES, UPS will require an adult signature unless you have made other arrangements with UPS directly. Quantum View and MyUPS users may be able to redirect the box or have it held at a pickup location. Your mileage may vary.

**Q. Will I have to pay import duties/taxes in Europe/Canada/Australia, etc.?**

A. No one here has the answer to that question.

**Q. Will my bikes of different colors come together (at the same time)?**

A. No. Bikes of the same color going to the same address may not even arrive together. UPS is slapping labels on boxes, they don't know that you chose two or more bikes unless someone happens to read the labels an notice it, and they don't care. In fact, they may hold them back to ship on different days because of the high weight.

**Q. Will my extra battery come with my bike?**

A. No. There is one and only one battery in each box. As I remember, the extra batteries may not start shipping until November.

## Assembly

**Q. Do we have to put these bikes together?**

A. Yes. Assembly is required. Assembly video(s) and instructions are on the Assembly page. It does not look too difficult, but it has been reported that a local bike shop should be willing to assemble it for you for a charge of no more than 50-75 bucks. This might help prevent you from puting things together incorrectly.