Help Centre

Online: pick your bike, add it to your cart, choose how to pay and check out. You can also skip the website checkout and order by email, paying by Interac e-Transfer (see the next question). Questions first? Email sales@fastebikes.ca or call 1-888-890-8171.

By card at checkout, or by Interac e-Transfer. A card order may need an identity check before it ships (see below). To pay by e-Transfer, skip checkout and send sales@fastebikes.ca an email listing your bike (its model and colour, plus any options or accessories), your first and last name, the shipping address and a phone number where we can reach you. We reply with an invoice, which you pay by Interac e-Transfer from your bank, with no card needed.

When your bike ships. At checkout we place a preauthorization hold on your card, and the full amount is charged only once the bike ships.

To prevent card fraud. A card order may need an identity check before it ships. The check is done by Stripe Identity, a verification service run by Stripe, which asks you for a selfie and a government-issued ID. Your selfie and ID are collected, processed and stored by Stripe, under Stripe's own privacy policy. We get the result, and our staff can view the verification through Stripe, but we don't download your ID or keep a copy of it. Preventing card fraud is the only thing we use the check for. If you'd rather not do it, you can pay by Interac e-Transfer, or cancel your order free of charge.

Yes. Cancelling within 24 hours of buying costs nothing. If you ask to cancel after 24 hours, a 3% transaction fee applies to cover payment processing costs we can't get back, and we can't guarantee the order will be cancelled before the item ships. We don't charge the fee when the law gives you a right to cancel, or when we cancel the order ourselves, for example because of stock availability. Cancellations are by email only: write to support@fastebikes.ca.

Email works best, because we both keep a written record. For orders, returns, warranty, shipping and parts, write to support@fastebikes.ca from the email address on your order and include your order number. For questions before you buy, write to sales@fastebikes.ca. You can also call 1-888-890-8171 (toll-free).

Nothing: shipping is free across Canada.

No. We deliver to addresses in Canada only, and shipping is free anywhere we deliver.

We process your order within 1–3 business days of confirming it. Shipping then takes 2–7 business days, depending on where you live. Shipping for parts and accessories could take up to 4 weeks.

Once your order has been processed, we email you a tracking number. Before it ships, we may contact you to check your order details; if we can't confirm them, we cancel the order and refund you in full, with no fee. On a long cross-country trip, tracking can go up to 5 days without a new scan, and that is normal. If your tracking seems stuck, let us know and we'll look into it.

Canpar, UPS and FedEx, and we only ship to addresses one of them can reach. If your order needs FedEx, we tell you the extra charge before it ships. We don't add it unless you expressly agree to it, and you may cancel the order for a full refund instead.

No, we don't ship to either. If you live in a remote community, please call us at 1-888-890-8171 before you order. If it turns out we can't ship to your address, we cancel the order and refund you in full, with no fee.

You may cancel for a full refund if your order hasn't arrived within 30 days after the delivery date we gave you. If you'd rather keep waiting, you can choose to accept the late delivery instead.

Yes to both. Every package we send is insured, and someone has to sign for it on delivery. If you have delivery instructions, you're welcome to call us about them.

Photograph or film the box before you open it, even if it looks perfect. Open it, then take more photos before you unwrap anything. Next, look over the frame, wheels, battery and every other part before you start assembly. If something is damaged or missing, see the questions below.

Stop before you build it. Damage in shipping is not a return or a warranty claim. If the box is crushed or torn, or you find a bent frame, a cracked component or a missing part, don't assemble the bike, don't ride it and don't try to fix it: riding a damaged bike can void the claim on the shipping insurance. Take photos and video of the shipping label, every side of the box (all six), the damage from a few angles and any packing that moved. Then email support@fastebikes.ca your order number, the photos and videos and a short description. Ideally, send it within 48 hours of delivery, because that is how long the carrier allows for an insurance claim. We still handle later reports: reporting late only makes the carrier claim harder, and it doesn't change your rights against us as the seller.

No. You don't need to contact the carrier: we open the claim, send the evidence and follow it up. Once the carrier approves it, we send you a replacement part or a replacement bike, whichever the damage calls for. Shipping damage costs you nothing.

First, check every compartment and foam layer. Once in a while a charger stays behind at the warehouse, an accessory travels in a box of its own, or a small part is tucked in a compartment you haven't opened yet. Still can't find it? Email support@fastebikes.ca your order number and a photo showing everything that came in the box. We'll work out what happened and send you the missing item.

Yes, within 15 days of delivery, as long as it's unused and unopened. Everything has to come back in its original condition and packaging, with all the components and materials it came with. To start a return, email support@fastebikes.ca with your order number and the reason you're returning it. If the return qualifies, we send you the next steps and a return authorization, along with the address to send it to. Please don't ship returns to our mailing address.

Email support@fastebikes.ca with your order number and the reason for the return. If it qualifies, we reply with the next steps, a return authorization and the address to ship it to. Don't send it to our mailing address.

Yes, each eligible return has a 15% restocking fee, plus any shipping charges that apply, unless the return is our error (see below). You pay all the costs of shipping the return, label included; if we supply a label to make it easier, we deduct its cost from your refund. If you arrange the shipping yourself, it's up to you to make sure the item travels safely and with tracking, because we're not responsible for an item lost or damaged on its way back to us. If we sent the wrong item, or the item is materially different from its description, we cover the return shipping and charge no restocking or assessment fee.

When your return arrives, we may take up to 5 business days to inspect it. Once the inspection is finished, we process an approved refund within 14 days, minus any shipping, restocking or assessment fees that apply. After we issue it, depending on your card provider, the money may take 2–15 business days to show in your account. If the law requires a refund after a cancellation, we refund the full amount within 15 days.

Tell us within 14 days of delivery. If it reaches you with a factory defect, we'll help you arrange a refund or a warranty repair, which may mean replacement parts, remote diagnostics or working with the manufacturer. To count as defective, the item must have been used for less than 10 km in total and have one of these problems: it won't turn on or off, it won't charge, it shows an error code on its screen, or its electric components don't work. This is the Defective on Arrival section of our Return & Refund Policy. A manufacturing defect reported after those 14 days is handled as a warranty claim: contact us first and send photos, and we take care of the claim with the manufacturer for you.

Clearance and discontinued items, products bought through a rebate or promotional program, factory-refurbished items, and custom or special orders (such as a particular model, colour or size). Each custom request needs a $100 deposit, which is non-refundable; we confirm it in writing, by quote or email, before we charge it.

E-bikes from 16 brands, in every main type: fat tire, commuter and city, folding, step-through, mountain, cargo, electric trikes, moped-style, dual motor, full suspension and long range (100 km+). See them all in All e-bikes, or shop by brand.

It depends on the brand and model. Health Canada and Transport Canada recommend that an e-bike and its battery meet ANSI/CAN/UL 2849, the safety standard for e-bike electrical systems. Email sales@fastebikes.ca with the model you're looking at and we'll tell you what the brand lists for it.

No. We sell online only, so there is no showroom and no test riding. Our guides and the specs on each product page help you choose, and you can call 1-888-890-8171 to talk it over before you buy.

In our guides: battery range, chargers, winter storage, battery replacement and the maintenance checklist.

Its manufacturer's warranty. Every e-bike we sell is backed by its maker against verified manufacturing defects, usually for 1–2 years depending on the brand. Each brand sets its own terms, which decide what is covered, what is left out and for how long, and the manufacturer decides every claim. The warranty covers replacement parts only; labour is never covered. Before you buy, call 1-888-890-8171 and we'll give you the warranty terms for the exact bike you have in mind.

First, stop riding the bike and don't get any repairs done. Then email support@fastebikes.ca from the address you ordered with, so we can confirm you're the original buyer and match the claim to your order. Include your order number, what's going wrong and clear photos or a video of the affected part; we can't assess a claim without photos. If you can't get into that email account any more, call 1-888-890-8171 with your proof of purchase and we'll verify you by phone. Come to us rather than the manufacturer: when the claim runs through us, we hold the records and can push your case. We review the evidence, prepare the claim, submit it to the manufacturer for you and follow it up until there's a decision. If it's approved, the replacement part ships to you, and installing it is your responsibility, at your own cost. If it's declined, we explain why in writing and set out your options, such as buying the part from us at its listed price.

Parts that wear with normal use, however few kilometres the bike has done: pedals, chainrings, cranks, suspension (front forks, rear shocks and suspension seatposts), rims, spokes, tires, tubes, brake pads, rotors, cables, chains, cassettes, saddles, grips, kickstands, bearings, fenders and every rubber or plastic part. It also doesn't cover cosmetic damage (dents, scratches, paint, decals), damage from use or impact, assembly mistakes, skipped maintenance, or damage you find after the bike was parked or left unattended, and no warranty covers theft, vandalism or weather damage. A modification, such as a firmware change, derestriction or an aftermarket throttle, controller, battery or charger, immediately voids coverage on every system it connects to. Labour and shop charges are never covered, and no outside shop can approve a warranty claim, so always contact us with photos before anyone does repair work. If a wear part is faulty out of the box, let us know straight away: that is handled as a defect claim with the manufacturer.

Our service plan on top of the manufacturer's warranty. We find the cause of a problem, file and follow up the warranty claim and arrange the shipping, so you never deal with the manufacturer on your own; it also covers assembly walkthroughs, the monthly maintenance check and remote diagnostics. The first month comes with your e-bike, and plans run 1, 2 or 3 years, from $119 to $499. It is a service, not extra parts coverage.

Partly. Before your first ride, the front wheel, handlebar, pedals and accessories have to be fitted correctly, either by you with the instructions that come with the bike or by a qualified bike mechanic. Take care with the pedals: the left one has a reverse thread, and pedals are the installation mistake we see most. The warranty doesn't cover damage or injury caused by wrong assembly. Unsure about a step? Call 1-888-890-8171 before your first ride: assembly walkthroughs by video or phone are part of the first month of Fast Ebikes Shield that comes with every e-bike. If you'd rather have a local bike shop assemble it, plan on roughly $75–$150, if the shop offers assembly; we can deliver your order straight to a shop you choose, and you book the shop.

Yes. Email support@fastebikes.ca photos of the part you need, your bike's model name, the year you bought it and the frame number. It doesn't matter where you bought the bike: if we carry the brand, we'll do our best to help.

Not automatically. A recall issued in the United States doesn't automatically apply to bikes built for the Canadian market. Each time a US recall comes out, we check whether the Canadian version is affected. If a recall ever applies to a bike you bought from us, you'll hear about it from us directly.

That depends on the bike and the laws where you ride. Ontario, Quebec, British Columbia and Alberta limit power-assisted bicycles to 500 W and 32 km/h, and some of our e-bikes go beyond those limits. You are responsible for riding within the laws where you ride, and you do so at your own risk. When you order, you confirm that you are 18 or older and that you will ride at your own risk and within those laws. For the rules in each province, see E-bike rules in Canada by province.

No to both. We're an online store with no showroom, and there is no pickup: every order is delivered to your address, or to a local bike shop you choose for assembly (you book the shop). Our Toronto address is for mail only, so please don't send returns or parcels there.