Last Updated: September 2026

Hamilton Electric Bikes (HEB) Shipping & Delivery Policy

When you purchase an e-bike, scooter, or accessories from our online store, you have three fulfillment options:

• Free In-Store Pickup: Pick up directly from our shop at 1931 King St East, Hamilton, Ontario. There is never a fee for local pickup, and bikes are fully assembled, tuned, and safety-inspected.
• Standard Courier / Freight Delivery: We ship across Canada using select parcel and LTL freight carriers. Automated rates and conditions are outlined below.
• Build and Deliver Program: In select regional situations, our team can personally deliver a fully assembled vehicle directly to your door. Learn more on our Build and Deliver Program page.

1. Canadian Shipping Zones & Automated Rates

Our online checkout automatically calculates shipping fees based on destination zones and product class:

• Zone 1 (Ontario & Quebec):
  • Standard E-Bikes & Scooters: $150 per vehicle
  • Oversized, Cargo & Trikes: $399 base estimate
  • Standard Accessories: $22 flat rate per order
  • Bulky Accessories (car racks, crates, child seats): $40 per order
• Zone 2 (BC, AB, SK, MB, NB, NS, PEI, and NL):
  • Standard E-Bikes & Scooters: $200 per vehicle
  • Oversized, Cargo & Trikes: $600 base estimate
  • Standard Accessories: $35 flat rate per order
  • Bulky Accessories: $45 per order
• Excluded Regions (Custom Quotes Only): Automated checkout is disabled for the Yukon, Northwest Territories, Nunavut, and the United States. Due to cross-border hazardous goods rules and extreme remote freight rates, please contact us directly by phone or email to request a manual freight quote.

2. Free Delivery & Capped Freight Subsidy ($250 Cap)

Qualifying premium e-bikes priced over $2,000 receive complimentary standard shipping. However, due to severe freight cost volatility across Canada, all flat rates and “Free Delivery” offers include a maximum freight subsidy of $250 CAD paid by Hamilton Electric Bikes.

If the carrier rate to your specific address (such as rural postal codes, island deliveries, or remote access points) exceeds our $250 subsidy, your order will be placed on hold. A member of our team will contact you with the carrier invoice to collect the remaining freight surcharge. If you decline to cover the difference, your order will be cancelled and refunded immediately with no penalty.

3. Oversized Vehicles (Trikes, Tandems & Cargo Bikes)

Adult tricycles, heavy cargo bikes, and tandems require specialized palletized LTL freight. The flat rates collected at checkout ($399 for Zone 1 and $600 for Zone 2) represent preliminary base estimates only.

Once an oversized vehicle order is received, we calculate the carrier cost for your specific delivery location. If carrier fees exceed the base estimate, we will invoice you for the remaining balance prior to dispatch. If you prefer not to proceed with the custom rate, your order will be cancelled and refunded in full.

4. Floor Models, Clearance & Replacement Batteries

• Showroom Floor Models & Clearance Bikes: Floor models and deeply discounted clearance units are excluded from free delivery thresholds and flat-rate promotions. Floor models require custom teardown, structural padding, and repackaging by our service technicians, which will be quoted individually.
• Standalone Replacement Batteries: Under Transport Canada regulations, standalone lithium-ion batteries are classified as Class 9 Dangerous Goods (UN3480). They cannot ship with standard parcel accessories and require specialized UN-certified packaging and dangerous goods transport. Additional hazmat carrier surcharges and handling timelines apply.

5. Delivery Conditions & Customer Responsibilities

• Residential Curbside Delivery: Freight carriers provide curbside delivery only. Drivers are not authorized to bring crates inside homes or up stairs. Because e-bike shipments weigh between 60 and 120 lbs, an able-bodied person should be present to assist with receiving.
• Delivery Restrictions: We ship to single-family residential addresses and verified commercial addresses only. We cannot deliver freight to apartment buildings, multi-tenant complexes, or P.O. Boxes without prior written arrangement.
• Adult Signature & Phone Contact: All shipments require an adult signature upon delivery. The carrier will call the phone number provided at checkout to schedule a delivery appointment. Hamilton Electric Bikes is not responsible for items left unattended if you instruct a carrier to waive signature.
• Accessorial Fees & Failed Deliveries: Redirection charges, missed appointment fees, or special tailgate surcharges assessed by the carrier will be charged to the customer. If a carrier makes two failed delivery attempts, the shipment will be returned to our facility. The customer will be fully responsible for all return freight charges and a 20% restocking fee.
• Packaging Disposal: Customers are responsible for removing and disposing of all outer cardboard cartons, strapping, and internal packing materials. Please retain the carton until you have inspected the bike.

6. Transit Damage & Cosmetic Blemish Policy

Heavy goods shipped via LTL networks undergo mechanical sorting and road transit. While we inspect and protect every item before dispatch, minor cosmetic blemishes (such as slight packaging friction, light scuffs on fenders, or small surface scratches) occasionally occur.

Important: Hamilton Electric Bikes does not accept returns or issue partial refunds for minor transit-related cosmetic wear that does not affect mechanical or structural integrity.

If your package arrives with severe structural damage:

1. Clearly record the damage on the carrier delivery receipt / bill of lading before signing.
2. Take high-resolution photographs of the damaged carton exterior, the shipping label, and the affected bicycle parts.
3. Accept the shipment and notify us within 24 hours at info@hamiltonelectricbikes.ca with your order number and documentation so we can initiate a carrier claim.

7. Order Processing, Fulfillment & Cancellations

In-stock orders process and dispatch within 2 business days once payment clears our security screening. Standard transit typically takes 5–7 business days, though severe weather, rural delivery routes, or carrier supply chain delays may extend transit to 14 business days.

Orders can be cancelled free of charge prior to warehouse packaging and carrier pickup. Once an order has been picked up by the courier, it cannot be cancelled and falls under our Returns & Cancellations Policy.