Frequently Asked Questions
Updated - May 2010
New vs. Previous models.
Our new range of multimode batteries, Epic & ½ Epic, are 100% compatible with all of our chargers, lightsets, extension cable, headband kits & gecko mounts. So feel free to purchase any of the new range of products to add to your existing Ay Up kit
Q - When should I charge the batteries when not in use?
A - When storing batteries never store a flat battery and always charge then store. Cycle and charge the batteries every 3 months to maintain the batteries condition.
Q - How do you handle International warranty issues
A - Any warranty issue, whether within Australia or the world will be handled in the same way. Email in to us with the problem. Our service team will reply immediately [Read more here]
Q - WARRANTY: If you feel you would like to submit a warranty
A - The only way to do this is by filling out this form http://www.ayup-lights.com/shipping-and-warranty/warranty/
Q - AY POD Case is the only case that the lights are available in.
The ‘pelican’ style case is no longer available
Q - NZ Distributor
A - We don’t have an NZ distributor. The only place you can get the awesome Ay Up Lights in NZ is from the webshop found here… http://www.ayup-lights.com/products/categories/
Q - V Twin Kits - These kits only come with the ½ Epic battery.
There is no upgrade available. Should you require more battery endurance all of our batteries are available as individual items on our webshop found here… http://www.ayup-lights.com/products/categories/5/
Q - Was my order received by Ay Up
A - If you have received two automated emails, one from paypal the other from Ay Up, then your order has been received. We will process, pack & send you order out as soon as possible. Should you not have received your order in 5 working days then please phone us on 07 3869 1251.
Q - Retail shop - You can visit our shop in Sandgate to purchase any of our items. We accept cash, & most credit cards.
Q - I need to order small accesories - Should you want to purchase some additional items e.g. mounts, batteries… then simply “resume shopping” & you can add any of our items to your order.
Q - Specials and bulk order discounts - The specials / discounts currently available is as follows. 3 kits or more will get free shipping. 5 kits or more will get the free shipping and a further 5% off the cost of the kits.
Q - Sponsorship requests - Our team of sponsored/supported athletes & teams is currently full. We are not taking on any more for the 2010-2011 season. Should anything change then we will advertise this on our website under News.
Q - Taxes & Duties - You will find a guide to import taxes/duties here http://www.ayup-lights.com/shipping-and-warranty/international/
Q - Road Bike Setup - If you want to set up your road bike with some lights for training/riding/commuting in the dark hours then the V-TWIN kit with an INTERMEDIATE beam pattern fitted to your handlebars is easily the best choice. Some people choose to mount them on their helmet, an intermediate is very suitable for this application also.
Q - Cross country setup - The V4 is easily our most popular kit. If you are riding tight, twisting single track, or long, fast fire roads or just want some extra light for your daily commute pick up a V4 with a NARROW light for your helmet & an INTERMEDIATE for your handle bars.
Q - Paypal is not accepting my credit card - Simply phone +61 (0)7 3869 1251 begin_of_the_skype_highlighting +61 (0)7 3869 1251 end_of_the_skype_highlighting between the hours of 9am & 3pm (AEST) Mon to Fri we will be more than happy to take your order over the phone.
Q - Shipping costs in Australia - For one kit it is $15, for 2 kits it is $25. For small orders it is $10.
Q - Do you ship Internationally and if so to which countries
A - Yes we ship to all countries around the world using TNT Express Freight. This is an online trackable service
Q - Which beam is best for Road riding or handlebar use
A - The Intermediate beam is the best and most popular with the Roadies
Q - Which beam is the best for Helmet use
A - The Narrow beam is an awesome light with a long throw, ideal for blasting down single trail or fire roads
Q - How do you tell the difference between the beam optics when you receive your lights for the first time.
A - The Narrow optic has a flat face with a small blind hole, the Intermediate has a concave face and the medium has a difused honeycomb face. very easy to tell between them when the lights are not on.
Q - Do the batteries come already charged?
A - No, there is usually 40 - 45% charge in the batteries straight from the factory.
Q - Will my helmet light detach from the helmet in the event of a crash?
A - Yes, the helmet mount cradle has been designed to have as little location as possible. The mount itself is very soft and the rubber mounting strap is designed to break away upon impact. The lights themselves are virtually indestructible, so worse case, you may end up scuffing the anodising.
Q - How do I recharge my batteries?
A - Simply plug the battery into the charger when powered up. When the red charge light shows green your battery is charged.
Q - Will my batteries work with my other lights?
A - No, it is not advisable to plug these batteries into any other light source as this could damage the light source or the battery itself.
Q - What precautions do I need to take when rotating the shells?
A - Each shell has an internal stop that prevents rotation over 270 degrees. It is possible, if you use enough force, to rotate through this stop. This is not advisable to do this but may happen when involved in a crash. If you find that the shell is stuck or will not move it is likely that it has been forced onto the internal stop. To fix this firmly grip the light bar and rotate the shell off the stop back to its normal motion.
Q - Can my lights get wet?
A - Yes these lights are waterproof and if they are intact, i.e. not deformed due to a stack, they will withstand any weather and normal washing in the sink with lukewarm soapy water.
Q - Can I snorkel with my lights?
A - Yes, go for it but only in fresh water and no deeper than 1 metre. Gold fish love them!
Q - I've had a stack and broken my bike and light. What happens now?
A - Send the bike to the shop and the lights back to us. We'll be able to tell you what surgery is required and will have you back on the trails in no time. Email in for return address.
Q - Can I recharge my batteries at any charge state?
A - Yes you can recharge your battery at any state, 5 minutes use or 5 hours. Our batteries have no memory.
