Politique d’expédition
Shipping is free across Canada. We ship to addresses in Canada only. Once your order is confirmed, we process it within 1-3 business days. Shipping times range from 2-7 business days, depending on where you are located. For parts and accessories, the shipping time could be up to 4 weeks.
When your order has been processed, we will let you know by email and send you a tracking number. You are welcome to call us about delivery instructions. Before we ship, we may get in touch to confirm the details of your order. If we cannot confirm it, we will cancel the order and give you a full refund, with no fee.
If your order has not arrived within 30 days after the delivery date we gave you, you may cancel it and get a full refund, unless you choose to accept the late delivery.
We ship only to addresses that these carriers can deliver to:
Canpar
UPS
FedEx (if your order needs FedEx, we will tell you what the extra charge is before it ships. We do not add any extra charge unless you expressly agree to it, and you may instead cancel the order and get a full refund.)
We do not ship to P.O. boxes or to remote communities. If you live in a remote community, please call us before you place an order. If your address is one we cannot ship to, we will cancel the order and give you a full refund, with no fee.
Delivery
We insure every package we send, and someone must sign for it at delivery. On a long trip across the country, tracking can show no new scan for up to 5 days; that is normal. If your tracking looks stuck, tell us and we will look into it. We sell online only, so 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).
When your order arrives
Before you open the box, take photos or a video of it, even if it looks perfect. Once it is open, take more before you unwrap anything. Then check the frame, the wheels, the battery and every other part before you start assembly.
If your order arrives damaged
Damage in shipping is not a return and not a warranty claim. If the box is crushed or torn, or you find a bent frame, a cracked component or a missing part, do not assemble the bike, do not ride it and do not try to fix it: riding a damaged bike can void the claim on the shipping insurance. Photograph and film the shipping label, all six sides of the box, the damage from several angles and any packing that shifted. Then email support@fastebikes.ca with your order number, the photos and videos and a short description, ideally within 48 hours of delivery, because that is the time the carrier allows for an insurance claim. We still handle reports that come in later; a late report only makes the carrier claim harder and does not change your rights against us as the seller.
You do not need to contact the carrier. We open the claim, send the evidence and follow it up. Once the carrier approves the claim, we send you a replacement part or a replacement bike, depending on the damage. Shipping damage costs you nothing.
If something is missing
Now and then a charger stays behind at the warehouse, an accessory ships in its own box, or a small part sits in a compartment you have not opened yet. Check every compartment and foam layer first. Still can't find it? Send support@fastebikes.ca your order number and a photo showing all the contents of the box; we will find out what happened and send you the item.