Terms and conditions
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.
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.
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 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.
• Unshipped orders: can be cancelled 3 business day(s) prior to shipment. Subject to 5% processing fees.
• Pre-orders: deposits can be cancelled. Subject to 5% processing fees.
• Unopened package: subject to 15% restock fees.
• Opened package: subject to 25% restock fees. Product must be unused, clean, and packed in the same condition it was received.
• Used products: no returns. Defective products are only replaced and cannot be returned.
• If the product is defective, please notify us immediately upon receiving the package. Our team will arrange for necessary repairs and in some cases, replace the product if deemed unrepairable. We will cover all costs associated with shipping and repairs.
• If the customer continues to use the product after noticing a defect, the exchange or return policy is not applicable.
• Gift Cards
Before you return a product you must receive an approval letter. You are required to return the product in the same condition it was packed and received in. The product is subject to inspection upon delivery and if deemed unsellable, damaged, unclean, or not in its original condition and packed correctly, the return will be rejected and the customer has to take the product back at their own expense.
Once the return procedure is completed, a refund will be made via the original payment method used when placing the order.
If you are arranging to return the shipment, you will need to ship to the address below and provide us with the shipment tracking number.
The return address:
c/o Return - #OrderNumber
113-2680 Shell Rd
Richmond, BC V6X 4C9
Alternatively, we can arrange the shipping return on your behalf and send our courier to pick up your package. Return shipping costs will be deducted from the refund.
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.
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.
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.
Our e-bikes are built using durable frames and quality parts supplied by solid brands. Each e-bike comes with a 12-month warranty against defects from the manufacturer.
What is a shipping damage claim?
Upon receiving your order, please inspect the package. If you notice any damage to the package, please take photos prior to opening. This is to support any claims in the event the product inside was damaged and to confirm the damage is shipping-related.
What is out-of-the-box defect policy?
Our out-of-the-box defect policy is our guarantee that you will receive a working and functional bike. If in the unfortunate event your bike is damaged or not functioning we will cover the costs associated with the repairs to get your bike operational.
Claims for out-of-the-box defects must be reported within 2 weeks of receiving the bike and with no more than 5 Kilometers (3 Mile) distance of use. We may require supporting evidence such as photos or videos, showing the odometer of the bike.
Any out-of-the-box defects claimed after stated time or distance will not be subject to the out-of-the-box defects. However, this does not affect the validity of the 12-month warranty.
*We only cover costs of repairs performed in shops or by mechanics approved by Rize Bikes. Any repairs performed elsewhere will not be covered.
What does the 12 month warranty include?
The 12 month warranty is different from the out-of-the-box defects. The 12 months start from the date you receive your bike, not the date of purchase. The warranty covers any electrical defects of the bike that may occur from normal use. If an electrical component stops working or does not perform as expected, we will work with you to repair or replace the faulty part. This also covers the costs of shipping and handling.
Rize Bikes only covers work or services done at bike repair shops it authorizes. Work done at bike repair shops that are not authorized by Rize Bikes will not be covered.
If our warranty team determines that the defect is due to misuse, or negligence of the rider/owner, the part will not be covered by the warranty.
How easy is a Rize Bike to repair?
Our bikes are designed so that they are easy to maintain and repair. All the information about trouble-shooting is available in documentation and video format. If you need our assistance we will be more than happy to help in any way possible.
Please note, any mechanical parts require regular tune-ups and servicing. Keeping a steady maintenance routine for your bike will improve reliability and operation of your bike.
What are the electrical components?
- LCD screen & button pad
- Brake Inhibitors
- Main Cable Wire
- Pedal Assist Sensor
- Speed Sensor
- Battery & Battery Cradle
- Front and Rear Lights
What is not covered by warranty?
- Mechanical components include but are not limited to: brake system, suspension systems, seat, rack, wheels and rims
- Normal wear and tear through general usage
- Corrosion or damage due to improper storage
- Damage resulting from improper assembly of the bike
- Damage or failure as a result of abuse, neglect, lack of maintenance, misuse, or accidents
- Damage resulting from improper charging of the battery or use of any charger not supplied by Rize Bikes
- Cosmetic damage due to usage
What voids Rize Bikes warranty?
The installation of any electrical components not originally supplied by Rize Bikes. In some cases, installation of mechanical components not supplied by Rize Bikes may cause damage to electrical components. If this was the case, warranty will not cover the damage.
How to start a warranty claim?
Initially, we encourage you to check our knowledge base for the most frequently asked questions and answers, as you will most likely find the solution to your problem there.
In case you couldn’t find what you were searching for, make sure to include the following in your email:
- Name of the registered owner
- Order number
- Model of bike
- Detailed description of your complaint (include brief description of the situation before the problem was noticed)
- Send photos and videos to further clarify the problem. Use www.streamable.com/upload-video to share videos
- Email the information to firstname.lastname@example.org
What is the warranty claim timeline?
We’ve recently seen a steady growth in customer demand, exceeding all our expectations. Due to this, it may take a little longer to get back to you, two or three business days at most. Our customer support team is doing its best to cope with the unexpected changes, without compromising our quality standards. We highly appreciate your patience.