FAQ & Support
What happens when I sign up for the newsletter?
A: After entering your email you will receive a message with a 15% off code to use for your first purchase. Make sure you use it within 3 days before it expires! You will also be notified of discounts, promotions and exclusive offers in the future via email, Youtube, Facebook, & Instagram.
Do I need an account to place an order?
A: You do not need an account to place an order. However if you would like easy access to your purchase history & tracking this is recommended.
How much is shipping?
A: Free local delivery to Vancouver, Burnaby, Surrey, New West, Port Coquitlam, and Richmond. For far deliveries, email or call us to arrange shipping. We also deliver and ship parts.
How long will my order take to arrive?
A: Local bike delivery time is 1 - 3 days. For bike deliveries outside BC to the rest of Canada, it is 5 - 7 days. Regular time to deliver smaller items from some warehouses is between 2 - 4 weeks for E-Packet / UPS / Fedex to Canadian customers, and 7 - 14 days for USA & 2 - 4 weeks.
With the complications of the world situation affecting the mail service all around the world, your order may take longer than usual. Please allow for extra time due to these inconveniences. We will be in contact with you so you know what is happening at all times! See our Shipping Policy for more clarity regarding this topic.
How can I do a refund or exchange for a damaged item?
A: The product must be faulty or damaged in it's original condition and with photographic proof of damage or defect. Proof of purchase is also required. Send your claim info to email@example.com with the subject line "Refund for damaged / faulty order"
See our Refund policy for full disclosure on how we determine if your claim is approved for a refund / exchange or not.
Is order tracking available?
A: We will email you a confirmation of your order. Tracking information will be available when your order is processed after 1 - 2 days in follow up.
Do you sell extra / replacement batteries?
A: Yes, we sell both SLA and Lithium Ion. We also sell chargers for them as well.
What if I change my mind after I place an order?
A: We do not offer returns or exchanges because you changed your mind. Unless your product is damaged or faulty, we will not accept your claim for an exchange. If you are afraid to order the wrong size, you must contact us via chat or email so we can find the best product for you..
I don't ride in the winter, how should I store it?
A: Bring your bike inside where there is no risk of fire hazard. Room temperature is best to keep them during winter and charged once per month to preserve battery life - this can take 1 - 2 hours to be brought back up to full.
Can I ride my bike in the rain and snow?
A: Yes you can, but refrain from taking it into heavier rain fall, only do it if absolutely necessary. Make sure you do not ride in such deep water that it submerges the rear wheel above the axle, this is where the wiring goes into your motor and should not get water inside.
How long do I need to charge my bike batteries?
A: Depends on the battery level: for SLA, AGM , Silicone packs - 6 - 8 hours. Lithium Ion packs are 4 - 6 hours. Do not charge for longer than 10 hours, this can damage the batteries.
How can I get new parts like brake pads for my bike, scooter or LSM?
A: All parts are available for every model we carry. In rare circumstances, some items may be out of stock. Services are also available to install these replacement parts for you.
Can I wash my bike with a pressure washer or should I approach more gently?
A: Do not use a pressure washer, this can damage the connections. Instead use warm soapy water with a sponge. Rinse with a hose, detail with a clean cloth. No need to worry about the wiring in this case as they are protected under the body panels.
Do you sell helmets, locks, pumps, and other gear?
A: Yes, we currently sell locks, lights and pumps. We are not selling helmets or other protective gear like gloves at the moment - we will be stocking up on these items soon! Join our newsletter on the bottom of the homepage to be notified when new gear becomes available 👍
What if I don't see my question answered here?
Please send your question to firstname.lastname@example.org if you did not see the answer to yours here on our FAQ page. We will reply to your inquiry within 48 hours.