Terms and conditions

Shipping Time

Regular orders will ship within 1-5 business days once your order is placed. You will receive a shipping confirmation with a tracking number after your package leaves our warehouse. Expected delivery date will be available on the courier tracking page. 


Preorders

Preorder delivery dates are only an estimate and we do not guarantee exact delivery dates.


COVID-19: Delivery Times

Beyond our control, major couriers may experience delays in shipment processing, tracking and delivery times due to increased order volumes and reduced staff. In very minor cases delivery times may take up to 3 weeks after the courier has full possession of your package(s). We will work hard to make sure you receive your package(s) on time.


Shipping Method 

Fedex and UPS are our main couriers for ground shipping service. For rural areas we may ship with different couriers. Signatures are required on delivery.Your bike will arrive to your doorstep in a big box, almost ready to hit the streets. All you’ll need to do is unpack, assemble the front wheel, mount the pedals, place the handlebar, and make sure everything is tight. Our team members are always available to assist by phone or email. 


Shipping Cost 

Shipping is FREE for all Ebikes and items that are included in the same order. Orders that include more than one bike usually ship together.


Northern / Remote Area Shipping

Shipping to remote or northern areas (Yukon Territory, Northwest Territories, Nunavut) may incur extra shipping costs. We will review your order and provide you with a quote before shipping your items out to you.


Legal Requirements 

Electric bicycles are regulated, and regulations vary depending on your country/state/province/city. It is your responsibility to stay informed of local laws and to comply with them. You may contact local authorities, electrical bicycle shops or bicycle associations to acquire further information on legal requirements.You are required to wear a helmet for your own safety. Use front and rear lights after sunset for increased visibility.


Street Legality 

Under Canadian regulations, electric bicycles with motor output not exceeding 500 watts and maximum speed 32 km/h are street legal. It is important for you to check your local laws to ensure that you are riding legally and safely.


Liability Disclaimer 

There are risks associated with the use of any bike over time which cannot be predicted or avoided and are the sole responsibility of the rider. You are responsible for your own actions while using an electric bike. Rize Bikes is not responsible nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.


Cancellation and Return Policy

Order Cancellation

● Unshipped Orders: Orders placed between Friday to Monday may be cancelled before 12:00 PM PST on the same Monday. Orders placed between Tuesday and Thursday may be cancelled before 12:00 PM PST on the same Thursday. However, a 5% cancellation fee will be withheld from the total refund amount for all credit card transactions. Orders paid via Interac e-transfer, RBC PayPlan, and Affirm are fully refundable. Please contact us as soon as possible if you decide to cancel your order.

● Shipped Orders: Shipped orders cannot be cancelled. You will need to request to return the product after you receive it.


Order Cancellation

● Unopened Packages:

○ eBikes: Unopened eBikes are subject to a 15% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

○ Parts and Accessories: Unopened parts and accessories are subject to a 15% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

●  Opened Packages:

○ eBikes: eBikes with 7KM (5 Miles) or less on the odometer are eligible to be returned. Open eBikes are subject to a 25% restocking fee. The eBikes must be free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which they were received. All items included in the original package must also be returned. The customer is solely responsible for the return shipping. The restocking fee will be withheld from the total refund amount. If the customer requests a return shipping label from Rize Bikes instead of arranging their own return shipping, the shipping fee will also be withheld from the total refund amount.

■ Depending on the conditions of the eBikes upon their return, an additional service charge of up to 25% of the bikes’ original value may be withheld from the total refund amount to cover repairs and/or replacements of any damaged parts. Rize Bikes will provide inspection reports for returns subject to additional service charges.

■ In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. It is the customer’s sole responsibility to secure a box of the same or very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the original box if required. The customer is solely responsible for any extra costs incurred from using incorrectly sized boxes.

■ The value of any missing items will also be withheld from the total refund amount at their full MSRP. 

■  Undamaged eBikes in proper working order with over 7KM (5 Miles) on the odometer are not eligible to be returned.

○ Parts and Accessories: Opened parts and accessories are subject to a 25% restocking fee. The customer is also responsible for the return shipping. The restocking fee will be withheld from the total refund amount. The parts and accessories must be unused, free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which they were received. If any parts or accessories were damaged during return shipping, the customer may be held responsible for up to the full value of the parts and/or accessories, depending on the conditions in which they were received. 

■  In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping.


Returning Defective Products

● For eBikes:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of defective eBikes. The decision to repair, replace, or exchange the defective eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ The eBike must be in the original packaging in which they were received. In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. The box must be of the same or very similar to the dimensions of the original box.
○ Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).

○ If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section in the Return Policy will apply.

● For Parts and Accessories:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of defective parts and accessories. The decision to repair, replace, or exchange the defective parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

If you receive a defective product, please notify us immediately and cease the use of the product. If you continue to use a product after noticing a defect, the product will no longer be covered under the Return Policy.


Items Not Eligible for Returns

● The following items are not eligible for returns. In extraordinary cases of breakage and/or malfunction covered under our Warranty Policy, Rize Bikes may authorize the products to be exchanged or replaced. Any exchange or replacement must first be approved, and the decision is at the sole discretion of Rize Bikes. 

○ Used Products

○ Batteries

○ Special Orders

○ Sale Items

○ Gift Cards


Exchange

The customer may request to exchange an eBike within 14 days of receiving it. The eBike must be free of any damage, dirt, dust, stain, or signs of wear and tear, and must be in the original packaging and condition in which it was received. In the case of an exchange, the restocking fee is waived; however, the customer is responsible for the return shipping cost and the shipping cost of the replacement eBike. Contact Rize Bikes for a quote on the shipping costs when requesting an exchange. The decision to approve or reject an exchange is at the sole discretion of Rize Bikes. 


Shipping Damage

● Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will take the responsibility to repair or replace any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.

● In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:

○ The order number.

○ Pictures of the shipping box from all angles, including close-ups of any visible damage.

○ Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.

○ In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.

● For eBikes:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

● For Parts and Accessories: 

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.


Return Process

● Customers must contact Rize Bikes within 14 days of receipt to initiate the return process for products eligible for returns.

● Customers must provide any information and documentation requested by the Rize Bikes team in order for returns to be processed.

● All returns must be first approved by Rize Bikes. Any unauthorized returns will be rejected and returned to you at your own cost.

● Refunds will only be issued once the returned products have been received and inspected by the Rize Bikes team. Refunds are issued via the original payment methods used at the time of order. Refunds are generally issued within 3 to 5 business days and may take up to 5 business days before they show up on your financial statements.

● Once your return request has been approved, please ship your return to the address below and provide us with the shipment’s tracking number. The Rize Bikes team will supply you with an RMA form that must be included with the shipment. Alternatively, we can arrange the return shipping on your behalf and have our courier pick up your return package. In this case, the return shipping cost will be withheld from the total refund amount.

● In the event that the customer has already disposed of the original packaging, it is the customer’s sole responsibility to secure the proper box and packaging material for the return shipping. The box must be of the same or of very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).


Rize Bikes Return Address:

Rize Bikes

c/o Return - #OrderNumber

113-2680 Shell Road

Richmond, BC V6X 4C9


Limited Warranty Policy

All Rize Bikes eBikes are protected against manufacturing defects for one (1) year, beginning on the date of delivery. This Limited Warranty applies only to the original owner of an eBike and is not transferable to subsequent owners. 


What is covered under the Limited Warranty?

Covered Components:

● Frame

● Electrical Components

○ LCD Screen

○ Throttle

○ Brake Inhibitors

○ Main Cable Wire

○ Controller

○ Pedal Assist Sensor

○ Speed Sensor

○ Motor

○ Battery and Battery Cradle

○ Front and Rear Lights


In the event Rize Bikes determines a Covered Component is defective, Rize Bikes will, at their sole discretion, repair the component or replace the component with new or refurbished parts. All replacement parts are tested and confirmed to be compatible with your bike and will perform comparably to the original part. However, Rize Bikes does not guarantee replacement parts supplied under the Limited Warranty will be identical to the original parts in regards to brand, model, physical form, design, or colour.


What is not covered under the Limited Warranty?

● Normal wear and tear of any Covered Component.

● Consumables or normal wear and tear parts which include, but are not limited to, brake components, suspension components, seat, rack, rims, tires, and inner tubes.

● Any damage, corrosion, malfunction, or defects resulting from:

○ Failure to follow instructions provided by Rize Bikes via the Owner’s Manual, the Rize Bikes website, emails, text or instant messaging, or verbal communication.

○ Misuse, neglect, abuse, improper assembly, operator error, extreme riding, and stunt riding.

○ The installation of 3rd party parts or accessories, unauthorized alterations and modifications, and unauthorized tempering and reprogramming of electrical components.

○ Improper storage and maintenance.

○ Natural disasters, accidents, and water damage.

○ Power surges and the use of chargers not supplied by Rize Bikes.

● Cosmetic damage due to usage.

● Any damage due to usage that does not affect the safe operation of the Covered Component.


Special Out-of-Box Defect Policy

Components not normally covered under the Limited Warranty Policy are covered under the Special Out-of-Box Defect Policy for 14 days, beginning from the date of delivery. This is to ensure that our customers have fully functional eBikes from the start. 


In the unfortunate event that your eBike is damaged or not functioning as expected, Rize Bikes will cover all costs assisted with the repairs of the eBike. If a customer requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 


A claim under the Special Out-of-Box Defect Policy must be filed within 14 days of receiving the eBike. The eBike must not have more than 7KM (5 Miles) on its odometer. We may require timestamped photos or videos of the eBike’s odometer as supporting evidence.


What Voids the Rize Bikes Limited Warranty

● Commercial use: Use as part of a Rental Fleet or as a Company Vehicle for travel or courier purposes.

● The installation of any electrical components not originally supplied by Rize Bikes.

Unauthorized tempering or reprogramming of electrical components.

Unauthorized modification, alteration, and addition to Covered Components and eBikes.


Shipping Damage

● In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:

○ The order number.

○ Pictures of the shipping box from all angles, including close-ups of any visible damage.

○ Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.

○ In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.

● Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will take the responsibility to repair or replace any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.

● For eBikes:

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

● For Parts and Accessories: 

○ Rize Bikes shall only be held responsible for the repair, replacement, or exchange of parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement. 

○ If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.


Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.


Credit Card Chargebacks

If the customer initiates a credit card chargeback in any amount against an order, and the customer is still in possession of the product(s) in the order, this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.


Claims Process

Rize Bikes shall not be held responsible for the repair or replacement of any Covered Components or eBikes under this Limited Warranty without first being provided with photographic or video evidence of damages, defects, or malfunctions. Customers must also follow instructions provided by the Rize Bikes team during the Claims Process; failure to do so may result in the delay or cancellation of the claim.


In order to exercise your right to repair or replace a Covered Component or eBike under the Limited Warranty, you must follow the process below:

● Contact the Rize Bikes team by sending an email to support@rizebikes.com that includes the following information:

○ Name of the original owner

○ Order Number

○ Bike Model

○ A detailed description of the issue, including a brief description of the situation before the issue was noticed

○ Photographic and/or video evidence that document and identify the issue. Follow this Streamable Guide to share videos with us.

● If the Warranty team determines that a Covered Component and/or eBike needs to be repaired, they will provide simple and clear instructions for the repair. If you are unable to perform the repair, you may request a quote from a local shop or mechanic for the repair and submit it to the Warranty team for approval. All services done by non-Rize Bikes entities must be first approved by the Rize Bikes Warranty team to be eligible for reimbursement.

○ Metro Vancouver residents are required to bring the Covered Components and/or eBikes needing repairs to the Rize Bikes Service Centre if they aren’t able to perform the repairs themselves. Please contact the Warranty team to schedule your drop-off.

○ Alternatively, Metro Vancouver residents may also, at their own cost, opt to ship or courier the Covered Components or eBikes to the Rize Bikes Service Centre at their own expense. In this case, the customer must first contact the Rize Bikes Warranty team for an RMA form to be included with the shipment.

■ If you decide to ship or courier a Covered Component or eBike to the Rize Bikes Service Centre for repairs and/or services, it is your sole responsibility to secure a box and the necessary packaging materials. If a Covered Component or eBike is damaged during shipping, it is your sole responsibility to reach a resolution with the shipper or courier. Rize Bikes will not be held responsible for repairing or replacing Covered Components or eBikes damaged during shipping. Customers are advised to purchase shipping insurance for high-value shipments.

● If the Warranty team determines that a Covered Component or eBike needs to be replaced or exchanged, they will request for necessary documentation in order to claim the replacement component. The customer is responsible for providing the requested documentation; failure to do so may result in the delay or cancellation of the claim.

○ Once you receive a replacement component, you may be requested to return the original Covered Component at Rize Bikes’ expense. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. If a Covered Component is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from the customer and invalidate the Limited Warranty on the damaged component until a resolution is reached. Failure to return the original Covered Component within 5 business days of receiving the Replacement Component will also result in your Limited Warranty being invalidated until its return.

○ In some cases, the Warranty team may ask for a Covered Component to be shipped back before a replacement may be provided. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. If a returned Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from the customer before a replacement is provided.

● If the Warranty team determines that a Covered Component or eBike needs to be shipped to the Rize Bikes Service Centre for repairs and/or services, Rize Bikes will be responsible for the shipping costs both ways. However, It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. The box must be of the same or of very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).

● If a Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes will not be responsible for the repair or replacement of the damaged component or eBike.In the event that a returned Covered Component or eBike is deemed to be fully functional, and that the return was only approved due to misdiagnoses caused by a customer’s misrepresentation of requested documentation of troubleshooting results, the customer will be held responsible for any shipping costs incurred during the process.


Rize Bikes Service Centre

113-2680 Shell Road

Richmond, BC V6X 4C9


 Warranty Claim Timeline

The Rize Bikes team will attempt to respond to your case within 1 to 3 business days. However, during peak seasons, it may take a bit longer for us to get back to you. Please refrain from sending new emails about the same issue to avoid creating congestion within our system and further delaying our response time. Rest assured your issues are all very important to us, and we are doing our best to quickly resolve them. We appreciate your understanding and patience.

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