Customer Service & Support

EBIKE SHIPPING RATES

If you’re ordering from the Vancouver or Fraser Valley area close to our showroom, Local delivery is $49 for ebikes, $29 for accessories or $39 for large accessories.

For the rest of Canada and USA we offer a flat rate of $199

If you’ve any questions or not sure if your address falls into the free category, just drop us a line and we’ll be happy to assist hello@ebikecanada.com

ESTIMATED DELIVERY TIMES

USA – 3-8 days
Canada west – 2-3 days
Canada East – 3-7 days

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For smaller parts, shipping may be expedited for an extra fee.

The shipping charges you pay is approximate and calculated by the system. Actual cost may vary, you will not be charged more or may not be refunded for balance.

In cases where the shipping cost is extraordinarily higher than average territory (more than 50% higher the average cost), we may negotiate a contribution by you or cancel the order for a full refund. This also applies to free-shipping offers and deals.

For small packages we use Canada Post Expedited parcel or similar service.

For larger Items we use Canpar (within Canada) and UPS for US.

Li-Ion batteries and battery included items may be considered dangerous goods and have shipping limitations which may cause higher shipping costs.

Due to shipping size or DG restrictions delivery time may vary for some locations.

Free-shipping offers and purchases from other marketplaces follows the same shipping patterns.

In case of a returns, exchange, repair or warranty service of parts or products, we do not assume any responsibility for cost or restrictions of delivery or shipping back to our facilities.

We guarantee delivery of the order to you; however, we are not responsible for delays or un-scheduled deliveries.

In-case items get lost during shipment, you are responsible to help rectify all problems and disputes with the courier.

Make sure you do not accept broken packages, unless you take pictures and sign with the courier agent. In case of damage during shipment, a complete claim application should be filed based on the courier-required paperwork.

Due to the Covid19 related shipping delays to Canada from certain parts of the world, delivery may be delayed on some e-bike models. However, as soon as the inventory becomes available you can rest assured these models will be sent out for delivery immediately.

That said, most of our ebike models are available and ready for delivery now, so if you need your e-bike quick, just get in touch below and we’ll be happy to advise.

Email: hello@ebikecanada.com

All E-Bikes purchased directly through E-Bike Canada come with at least one year warranty, with some brands offering 2 years.

Warranty varies between different brands and models, so for full details please refer to the product page of the ebike model you’re interested in.

At Ebike Canada our biggest priority is you, and making sure you, your family and friends are riding the Ebike’s you love.

As testament we offer a 100% satisfaction on all Ebike orders placed through our site. If you’d like to return anything, you just have to contact us and request a return or exchange form within 14 days of receiving your E-Bike. We’ll then send you a form to print out and return with your bike. Just send your completed returns form, along with a printed copy of your order confirmation to us at the address specified on the form and we’ll take care of the rest.

Make sure you send by insured courier and keep a copy of the tracking number at once should we need it. If returning an E-Bike to us it must be unused and in the same condition that you received it. It must also be in the original packaging.

Returns - BC E-Bike Rebate Program

We do not accept returns from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.

Exchanges - BC E-Bike Rebate Program

If you are a customer who participated in the BC E-Bike Rebate Program and your E-Bike is in some way defective, it may only be exchanged for another E-Bike of equal value (same cost/price) or higher.

If you’ve made a mistake with your order you can change or cancel it at any time before we ship it out. If we’ve already shipped your order please refer to our returns policy.

If you’re returning anything, once your return is received and inspected, we will send you an email to notify you that we have received it. If you’ve requested a refund, we’ll notify you of the approval or rejection of your refund.

If you ask us to cancel an order after we have captured funds from your credit/debit card, 2.7% will be withheld from your refund to cover the cost of merchant card processing, which we do not recover when issuing a refund for a cancelled order.

We always endeavour to process refunds quickly, however if you have paid by card we are bound by the processing times of our payment processor. Depending on which card you used, once approved the refund process can take anywhere between 2 to 15 business days to arrive back in your account. If your refund request is still within that timeframe, we would be grateful for your patience.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.