Short answers taken from our policies. The full terms are in the Shipping Policy, Return & Refund Policy, Warranty Policy, Privacy Policy and Terms of Service. Still have a question? Email support@fastebikes.ca.
Shipping and delivery
How much does shipping cost?
Nothing. Shipping is free across Canada.
How long will my order take to arrive?
We process orders within 1–3 business days after the order is confirmed. Delivery then takes 2–7 business days, depending on where you live. Parts and accessories can take up to 4 weeks.
How will I know my order has shipped?
We email you when your order has been processed, with a tracking number. We may contact you before shipping to confirm order details. If we cannot confirm your order, we cancel it and refund you in full, with no fee.
Which carriers do you use?
Canpar, UPS and FedEx. We only ship to addresses these carriers can deliver to. If FedEx is needed for your address, we tell you the additional charge before shipping. Nothing is added without your express agreement, and you can cancel for a full refund instead.
Do you ship to P.O. boxes or remote communities?
No. We do not ship to P.O. boxes or to remote communities. If you live in a remote community, contact us before you order. If we cannot ship to your address, we cancel the order and refund it in full, with no fee.
What if my order arrives late?
If your order is not delivered within 30 days of the delivery date we gave you, you may cancel for a full refund, unless you choose to accept late delivery.
Orders and payment
Can I cancel my order?
Yes. Cancelling within 24 hours of purchase costs nothing. After 24 hours, a cancellation you request carries a 3% transaction fee to cover non-refundable payment processing costs, and we cannot guarantee we can cancel before the item ships. The fee never applies where the law gives you a cancellation right, or where we cancel the order. Cancellations are done by email: write to support@fastebikes.ca with your order number.
How can I pay?
By card at checkout. Card orders may need a quick identity check before shipping (see the next question). If you prefer not to complete it, you can pay by Interac e-Transfer instead.
Why would you ask me to verify my identity?
Orders paid by card may get an identity check before shipping. It is run by Stripe Identity, which asks for a government-issued ID and a selfie. Stripe collects and stores that information under its own privacy policy. We receive the result, and we do not download or keep copies of your ID. We use the check only to prevent card fraud. If you prefer not to complete it, you can pay by Interac e-Transfer instead or cancel your order at no charge.
Returns and refunds
Can I return my e-bike?
Yes, within 15 days of delivery, if it is unused and unopened, in its original condition and packaging, with everything that came with the order. To start, email support@fastebikes.ca with your order number and the reason. If the return is eligible, we send you a return authorization and the return address. Please do not ship returns to our mailing address.
Is there a restocking fee? Who pays for return shipping?
Eligible returns carry a 15% restocking fee plus any applicable shipping charges, and you pay the return shipping, including the label. If we provide a return label, its cost is deducted from your refund. If we shipped the wrong item, or the item is materially not as described, we pay the return shipping and no restocking or assessment fee applies.
How long does a refund take?
We inspect a return for up to 5 business days. Approved refunds are processed within 14 days after the inspection is complete, minus any applicable shipping, restocking or assessment fees. Your card provider may then take 2–15 business days to show the refund. Where the law requires a refund after a cancellation, we issue it in full within 15 days.
What if my e-bike arrives defective?
Contact us within 14 days of delivery. If the e-bike has under 10 km of use and does not power on or off, cannot charge, shows an error code or has electric components that do not work, we help arrange a refund or warranty repair under the Dead-on-Arrival section of our Return & Refund Policy. Defects reported later are handled as warranty claims: contact us first, with photos, and we manage the claim with the manufacturer for you.
Which items can't be returned?
Discontinued or clearance items, products bought under rebate or promotional programs, factory refurbished items, and custom or special orders. A custom request needs a non-refundable $100 deposit, which we confirm in writing before it is charged.
Warranty and assembly
What warranty comes with my e-bike?
Every e-bike we sell carries its manufacturer's warranty against verified manufacturing defects, typically 1–2 years depending on the brand, on the manufacturer's terms. The manufacturer decides each claim. Warranties cover replacement parts only, never labour.
How do I make a warranty claim?
Stop riding the bike and do not have any repair work done. Email support@fastebikes.ca from the address you ordered with, including your order number, a description of the issue and clear photos or video of the affected part. We present the claim to the manufacturer for you and follow it up until there is a decision. If it is approved, the replacement part is shipped to you and installing it is your responsibility. If it is declined, we tell you why in writing.
What does the warranty not cover?
Wear parts (such as pedals, cranks, suspension, tires, tubes, brake pads, chains, grips and saddles), cosmetic damage, damage from use or impact, incorrect assembly, missed maintenance, modifications, damage while the bike is parked or unattended, and labour or shop charges of any kind. A bike shop cannot authorize a warranty claim, so always contact us first, before any repair work.
Do e-bikes arrive assembled?
They ship partially assembled. Before your first ride, finish the assembly — pedals, handlebar, front wheel and accessories — following the included instructions, or have a qualified bike mechanic do it. The left pedal is reverse-threaded; pedals are the most common installation error.
Riding and where to buy
Can I ride these e-bikes on public roads?
No. Our Terms of Service say our e-bikes exceed the 500 W limit for power-assisted bicycles and are not authorized on public roads, trails, sidewalks or rights-of-way. They are for use on private property only, such as farms and private land. When you order, you confirm you are at least 18 and will ride only on private property. For the limits in each province, see E-bike rules in Canada by province.
Do you have a showroom?
No. We are an online retailer and there is no retail showroom. Our mailing address in Toronto is for mail only: please do not ship returns or parcels there.