Shipping policy

Shipping Policy – Canada

At Hikeep, we value every customer. Your satisfaction is our top priority. We work hard to process and ship your order as quickly as possible. Thank you for your understanding and patience.

We offer shipping services via Canada Post, Purolator, FedEx Canada, or UPS Canada. Please note that taxes, duties, and brokerage fees may apply depending on your province and are the responsibility of the customer, unless otherwise stated.

Notice: E-bikes are not for sale to persons under the age of 18. Riders under 18 must be accompanied by a parent or adult guardian when riding.

Costs and Destinations

Free Shipping

We offer free standard shipping within eligible delivery areas.

Important:
We do not ship to PO boxes or military addresses.
Remote or difficult-to-reach areas, including parts of Yukon, Northwest Territories, Nunavut, and some northern or island regions, may require an additional shipping fee. You will be contacted before we process your order if extra charges apply.

Shipping From

1. Canadian local warehouses for most e-bikes and popular accessories.
2. International warehouses, for example China, for some special accessories or out-of-stock items. Items shipped from outside Canada may be subject to customs clearance and import duties.

Shipping Time

In-stock orders typically ship within 1 to 3 business days, unless otherwise noted on the product page.
Delivery normally takes 3 to 8 business days after shipment, depending on your location.
For pre-orders, please refer to the shipping date shown on the product page. A shipping confirmation email with tracking information will be sent once your order has shipped.
Business days: Monday to Friday, excluding Canadian federal holidays, Eastern Time.

Shipping Changes

No charge for changing your shipping address before we provide a tracking number.
20 CAD will be charged if the courier, for example FedEx or Purolator, confirms a successful in-transit address change.
200 CAD will be charged to cancel an order after the package has already shipped.
200 CAD will be charged if the customer refuses delivery, or if the package is undeliverable due to customer error, for example a wrong address.
200 CAD will be charged if the package was successfully delivered to the original address but the customer later claims non-receipt due to an address error.

Order Tracking

You can track your order by logging into your account on https://hikeep.ca/. If you checked out as a guest, you can still track your order using the tracking link sent to your email.

For shipping inquiries, email us at contact@hikeepebike.com. We will respond within 24 business hours.

Please note: If your order contains multiple items, for example an e-bike and accessories, they may be shipped separately.

Important Notes for Canadian Customers

1. Customs and Duties
Orders shipped from outside Canada may be subject to GST, HST, PST, or import duties. These are not included in our shipping fees and are the buyers responsibility. Please check with your local customs office for details.

2. Delivery times may be affected by customs clearance, extreme weather, or Canadian public holidays. During holidays such as Christmas or Canada Day, couriers operate on reduced schedules. This is outside our control.

3. Tracking activation: It may take 1 to 3 business days after shipment for the tracking number to show updates on the couriers website. Please try again later if no information appears immediately.

4. Estimated delivery times are based on past orders and are approximate. They are not guaranteed.

5. Lost, stolen, or damaged items: We are not responsible for any loss, theft, or damage caused by the courier, including Canada Post, Purolator, FedEx, and UPS. If your package arrives damaged, please contact the courier directly and also notify us within 48 hours. We will assist with a claim where possible.

6. Returns and Return Shipping
You are responsible for return shipping costs unless the item is defective and covered by our limited warranty.
Shipping fees paid at checkout are non-refundable.
We strongly recommend using a trackable shipping service and purchasing insurance for returns. We cannot guarantee receipt of your returned item without tracking.

7. Shipping area: Currently we ship to all Canadian provinces and territories, but remote or northern destinations may incur additional fees or longer delivery times. You will be notified before your order is finalized if your address is affected.

If you have any questions about shipping to your location in Canada, please contact us at contact@hikeepebike.com before placing your order. We are here to help.