Effective Date: December 1, 2024

Hamilton Electric Bikes (HEB) Shipping Policy:

When you purchase an ebike, kick-scooter or accessories from our online store you have few options on how you would like to receive them:

• Your first option is to drop by our physical location at 1931 King St East in Hamilton, Ontario and pick up your purchase which is always at no charge and usually your best option
• Secondly, we can have it couriered to you, charges may apply
• In some situations we can personally deliver it to you. For more about this service see section on “Build and Deliver Program”

FREE Shipping in Canada up to $150: HEB is happy to provide free shipping on Electric Bicycles, Scooters or any Accessories over $1900. If our shipping charge is over $150, we will contact you for additional shipping fees.

HEB will process and ship all orders placed on our website within two business days or once the transaction has cleared our anti-fraud software program.

Most orders will be delivered within 5-7 business days, but may take up to 14 business days or longer depending on world events, time of year, labour issues, weather or supply chain disruptions.

Please Note: All deliveries require an adult signature upon receipt and a contact number where you can be reached to arrange delivery. HEB is not responsible for loss or damage if goods are left unattended after delivery. Customers may be required to assist in unloading due to the weight of items. Customers are responsible for disposing of all packaging materials.

Delivery Restrictions: We only ship to single-family residences. No delivery to apartment complexes or P.O. Boxes. Unless prior arrangements are made with HEB and the shipping company.

Change of Address: If the delivery address is changed after a purchase has been shipped, any extra charges incurred by the carrier for redirection will be passed on to the customer.

We keep our website inventory and shipping timelines up to date but if for some reason the product is on backorder or a special order we will contact you with the estimated arrival date and you have the option to wait or cancel the order.

Shipping to the USA: All other electric bicycles are shipped from our Canadian location. Shipping Fees and brokerage fees will apply. These rates tend to change frequently, so please contact us for up-to-date rates and/or estimates. We can only ship to continental USA and are unable to ship to the Caribbean Islands or other sun destinations.

Order cancellation: You can cancel your order until it ships. We ship orders out as quickly as we can so please contact us immediately after placing your order if you wish to cancel to avoid restocking fees or credit card service fees.

For larger orders such as fleets or specialty orders, please call us and we will work with you to find a solution.

Shipment to your local bike shop: If you prefer to have the shipment delivered to your local bike shop, let us know before placing your order. We will contact them and arrange for the delivery.

HEB offers complimentary standard shipping up to $150. Any additional charges for delivery will be charged to you including tailgate fees, address changes, and missed appointments.

Damages in shipping: If your bike or box arrives damaged, you must indicate the damage on the delivery slip before it is signed. Please always accept the delivery as additional fees will be charged otherwise. Please contact HEB with pictures of the box damage, bike damage, and picture of the shipping slip that indicated damages.