How Buying Works

How Buying from Zeus Works

Every step from checkout to your first ride. No surprises. No fine print. Hundreds of Canadians have bought from us this way — here is exactly how it works.

1-866-938-7580
Free Insured Shipping Ships from Canada Real Humans Answer the Phone Warranty on Every Bike 80+ Free Guides
Before You Read Anything Else Zeus eBikes is online only. No showroom. No test drives. No dealers anywhere in Canada. No franchise. No plans for any of that. We ship free to every Canadian address — from downtown Toronto to northern Manitoba. Our entire mission is to make sure every Canadian, regardless of where you live, has equal access to information and transportation. We exist to educate first and sell second. If you are not sure what bike is right for you, read a few of our guides before you call. We have 80+ articles covering every type of ebike, every use case, every province, and every budget. Ten minutes of reading will save you — and us — forty-five minutes on the phone.
Before You Order — 60-Second Checklist
  • Know your height. Stand against a wall, measure in socks. Every product page lists a rider height range. If you are on the edge, call us before ordering — not after.
  • Read one guide. Our buying guide or best ebike for every rider type will answer 90% of your questions in 10 minutes.
  • Check financing first. If you plan to finance, read our financing guide before checkout so you know which option fits your budget.
  • Have your ID ready. You will be asked to verify your identity after checkout. This is quick (60 seconds) and protects your purchase.
  • Keep the box. If you need to return the bike, original packaging is required. Do not throw it out until you are sure you are keeping the bike.

1 How to Order

1

Add the Bike to Your Cart

Choose your bike. Add it to the shopping cart. When the pop-up window appears, add any available gifts or accessories. Gifts vary depending on the brand and current promotion.

2

Choose Your Payment Method

Debit, credit, or financing. If you do not see all financing options: check out as a guest. That makes every available option visible.

3

Complete Checkout

Zeus places a preauthorization on your card — the full charge does not process until the bike ships.

Gifts Not Adding to Cart? Remove the bike, add it again, and select the gifts when the pop-up reappears. This is a checkout quirk, not a site error — selecting gifts from the pop-up at the moment you add the bike is the only way the system registers them.
4

Verify Your Identity

You will receive a verification email with a quick ID check. This is standard practice for high-value purchases online — it confirms you are who you say you are, and it protects your card from unauthorised use. Takes about 60 seconds. Once verified, your order enters our processing queue.

Changed Your Mind? If you are not comfortable with verification, email us from the account you used to place the order and we will cancel it. No questions asked. If emailing from a different account, include: your name, address, phone number, and the name on the card used. Order cancellation is done by email only — not by phone.
Cancellation After 24 Hours If 24 hours have passed since verification and the bike has not shipped, you may still cancel. A 3% processing fee applies — this is the transaction cost charged to us by the payment processor. We do not absorb this cost when you change your mind. Once the bike has shipped, cancellation is no longer available — see Returns below.

2 How We Sell Bikes

What We Do
  • Ship free to every Canadian address
  • Pay for shipping insurance out of our own pocket
  • Insure every single package (most companies charge you extra for this)
  • Answer the phone at 1-866-938-7580
  • Offer video calls for assembly support
  • Help with parts for any brand we carry — even if you did not buy from us
  • Educate first, sell second — 80+ free guides
What We Do Not Do
  • Showrooms — we are online only
  • Test drives
  • Pickup — if you choose pickup, you waive the shipping insurance we pay for
  • Dealers or franchises — anywhere in Canada
  • Children’s bikes
Do Not Know What Bike to Get? Read our guides first. We have 80+ articles covering every category, budget, and use case. Ten minutes of reading gives you more clarity than forty-five minutes on the phone. Our buying guide and best ebike for every rider type guide are the two best places to start. Come to the call prepared. You will get a better answer, and other customers will not have to wait.

3 Shipping & Delivery

Order Placed

Preauthorisation on your card. Full charge does not process until the bike ships.

Verification Complete

ID check confirmed. Order enters processing queue.

Processing (3–4 Business Days)

We are a small team. Sometimes it is 3 days, sometimes 4. We are working on your order.

Tracking Number Sent

You receive two notification emails. We use UPS, Canpar, Purolator, FedEx, or GLS depending on the bike and warehouse location. We ship from multiple warehouses across Canada including Montreal and Richmond, BC.

In Transit

Cross-country shipments may show no tracking updates for up to 5 days. This is normal. The package is moving between sorting facilities. It is not lost.

Delivered — Signature Required

All packages require a signature upon delivery, regardless of the price of the bike.

Tracking Not Updating? Do not panic. Drivers are human. Scanners get missed. Route substitutions happen. A package showing no movement for 3–5 days does not mean it is lost — it means it has not been scanned at the next facility yet. If you call UPS or Canpar and they say “we don’t have it,” that is because the call centre agent sees the same tracking screen you do — they are not with the driver. Bring it to our attention and we will investigate. We insure every package. Last year, out of hundreds of shipments, three bikes were actually lost. In all three cases, the customer was refunded or sent a replacement after the carrier completed its investigation.
Remote Areas If you live in a remote or northern area, additional shipping fees may apply. We will notify you before charging.
USA Recalls Do Not Impact Canada If a recall happens in the United States, it does not apply to Canadian-market bikes. If a recall ever applies to a bike sold in Canada, we will contact you directly.

4 When Your Bike Arrives

Most customers are riding within an hour of delivery. The steps below take a few extra minutes but protect your purchase completely.

1

Photograph & Video the Box — Before Opening

Even if the box looks perfect. Photos and video of the sealed box protect you if there is hidden damage inside. This takes 30 seconds and could save you weeks of back-and-forth.

2

Open the Box — Photograph Before Unwrapping

Take another set of photos or video once the box is open, before you touch any components. If there is a scratch on the frame, this proves it arrived that way — it was not your wrench slipping.

3

Inspect Everything Before You Continue

Look at the frame, wheels, battery, and all components. This is the decision point — what you do next depends on what you see.

Everything Looks Good

Record your unboxing (you will want the video if you ever need to repackage), then move on to assembly below.

Something Is Damaged

Stop. Do not assemble. Do not ride. Scroll down to Damaged on Arrival immediately.

Assembly

4

Watch the Assembly Video First

Every bike ships with a printed manual, and we post assembly videos directly on the product page for each bike. Watch the video for your specific model before you start. Not after you are stuck. Not halfway through. Before.

5

Assemble — But Do Not Ride Until You Are Sure

If you are not 100% sure the assembly is correct, do not ride the bike. Call us at 1-866-938-7580 and we will walk you through it live — by phone or video call. Even if you have to wait a day. Riding a bike with incorrect assembly can damage the bike, and that damage is not covered under warranty. If your local bike shop offers assembly, budget approximately $75–$150.

Pedal Warning Right pedal on the right side. Left pedal on the left side. They are marked “R” and “L.” If you install them on the wrong side and strip the crank arm threads, that is not warranty — that is installation error. This happened to approximately six customers last year. Take five seconds to check the markings. If the pedals arrived pre-installed in the wrong position (this has never happened, but if it does), take a video immediately and call us before installing anything else.

Damaged on Arrival

This is different from a return (you changed your mind) and different from warranty (something broke after use). Damaged on arrival means the bike was harmed during shipping.

1

Do Not Assemble. Do Not Ride.

If the box is crushed, torn open, or visibly damaged — or if you unbox and find a bent frame, cracked component, or missing part — stop. Do not attempt to fix it, ride it, or “see if it still works.” Riding a damaged bike can void the shipping insurance claim.

2

Document Everything

Take photos and video of: the shipping label, the outside of the box (all six sides), the damage itself from multiple angles, and any packing materials that shifted or failed. This is your evidence. Without it, the carrier can deny the claim.

3

Email support@zeusebikes.ca Within 48 Hours

Include your order number, all photos and video, and a description of the damage. 48 hours from delivery is the window. After that, most carriers will not accept a damage claim. We insure every package — but the insurance requires prompt reporting.

4

We Handle the Carrier — You Pay Nothing

You do not need to call UPS, Canpar, or FedEx yourself. We file the claim, provide the documentation, and follow up. Once the carrier approves the claim, we send a replacement part or a replacement bike depending on the severity. You pay nothing for shipping damage — that is what the insurance is for.

Why the Photos Before Opening Matter If you open the box, assemble the bike, ride it, and then report a scratch on the frame — the carrier will argue you caused it during assembly. The photos you took of the sealed box and the damage before touching anything are the evidence that proves otherwise. It is not busywork. It is insurance.

5 Returns

Policy Details
Return window 15 days from delivery
Condition Unused, original condition, all items from the order included
Packaging Original packaging required. If you discarded the packaging, the return cannot be processed.
Restocking fee 15%
Return shipping Customer pays. If Zeus provides the label: approximately $200–$300 deducted from refund.
Refund processing Up to 5 business days to inspect + 14 days to process refund + 2–15 business days for your bank to credit the amount
Not eligible Discontinued items, clearance items, promotional purchases, custom orders, factory refurbished items
How to start Email support@zeusebikes.ca
Most Customers Never Need to Return Our 80+ guides exist specifically to help you choose the right bike before you buy. Customers who read a guide before ordering almost never return. That said, if the bike is not right, the return process is straightforward — email support, ship it back, get your refund.
Why We Don’t Offer Free Returns We are a small Canadian company, not Amazon. Shipping a 70–120 lb ebike costs real money. The 15% restocking fee and return shipping cost exist because every return we process at a loss is money that does not go toward serving the next customer. We would rather keep prices low for everyone than build return costs into the price of every bike. If something arrives broken or defective, that is a completely different conversation — you pay nothing. See Warranty below.

6 Warranty

If something breaks, we fix it. That is the commitment. We have never left a customer without a working bike.

Warranty Coverage at a Glance Every bike sold by Zeus includes a manufacturer warranty — typically 1 year covering battery, controller, motor, display, throttle, ignition, cables, and electronics. Some brands offer longer coverage. Call us at 1-866-938-7580 before you buy and we will tell you exactly what the warranty covers on the specific bike you are considering — no surprises after the sale.

How the Warranty Process Works

1

Email support@zeusebikes.ca

Include: order number, description of the issue, what you were doing when it happened (“I was riding on a paved path and the motor stopped”), clear photos, and a video if the issue involves a function (motor, display, throttle, brakes).

2

We Review and Contact the Manufacturer

Zeus handles the manufacturer communication on your behalf. We recommend going through us rather than contacting the manufacturer directly — when we handle the claim, we have full access to the records and can advocate for you more effectively.

3

Parts Ship to You

Average parts delivery: approximately 4 weeks for common parts. Battery claims require a voltmeter reading (99% of the time). Motor claims require video.

4

If the First Fix Does Not Work

We try another part. Then another. We continue until the bike is fixed. An ebike is a controller, a motor, wires, and a battery — every failure has a specific cause and a specific fix. We have never left a customer without a working bike.

Covered Under Warranty Not Covered
Battery Flat tires
Controller Brake pad wear
Display Tube replacements
Throttle Chain wear
Motor (with video evidence) Damage from incorrect installation
Ignition & cables Damage from misuse or accidents
Electronics Cosmetic damage (scratches, dents)
How to Protect Your Warranty
  • Reinstall the torque arm after any flat tire repair — skipping this step can damage the motor, and that damage is considered installation error.
  • Check pedal markings before installing — they are marked “R” and “L.” Cross-installing strips the crank arm threads.
  • Take video of any issue as soon as it happens — video is the fastest way to get a claim approved. The more detail you give us, the faster we move.
  • Call us before attempting repairs yourself — we can often diagnose the issue over the phone and send the exact right part the first time.
Warranty Response Time Varies by Brand Some manufacturers respond in days. Some take weeks. We do not control their speed, but we do follow up relentlessly until your issue is resolved. If warranty response time matters to you — and it should — call us before you buy. We will tell you honestly which brands are fast and which ones are not. We would rather lose a sale than surprise you after it.

7 How to Contact Us

Fastest Response support@zeusebikes.ca Warranty, order issues, shipping problems, parts requests, returns
Milad Directly milad@zeusebikes.ca Community programs, military/recovery discounts, partnerships, proposals
Lowest Priority sales@zeusebikes.ca Pre-purchase questions, product advice, financing questions

Already bought a bike? Email support@zeusebikes.ca — it is the fastest queue and where problems get solved. Still deciding? Our 80+ guides answer most questions faster than we can. If you still need us after reading, email sales@zeusebikes.ca and we will help. If you email sales about a warranty or order issue, it will take longer — support is the right address for anything post-purchase.

Phone: 1-866-938-7580 (Official Line Only)

Call the Official Line Only Some customers have found personal phone numbers and called them directly. If you call anyone’s personal cell, you will not get the attention you need. Your call will not be logged, it will not be prioritised, and it will not be returned through the proper queue. The official line is 1-866-938-7580 — that is the only number that connects you to the support system. Use it.
How to Get the Fastest Help
  • Leave one voicemail. We call back every voicemail. Leaving five does not move you up the queue — it moves other customers back.
  • Have your questions ready. We keep calls to 10 minutes so every customer gets a callback the same day. If your issue needs more time, we continue by email with photos and video — which is faster and creates a record for both of us.
  • Use email for diagnostics. A 30-second video of the problem tells us more than a 30-minute phone description. Photos of error codes, wiring, or damage get you a faster answer every time.
  • No callback that day? Call back the next day. No email response in 48 hours? Send a reminder. We are a small team and we do miss things — a reminder is always welcome.
  • Warranty or order issue? Email support@zeusebikes.ca, not the manufacturer directly. If you go to the manufacturer first, we will not have access to those records and cannot advocate for you.
  • Cancellations are email only — this creates a paper trail that protects both of us.
A Note on How We Work Together We built this company on respect — for our customers, for each other, and for the work. The vast majority of our customers are good people with reasonable questions, and we treat every interaction accordingly. If you are frustrated, tell us. We can handle frustration. The best outcomes — for both sides — come from honest, respectful communication. That is all we ask.

8 Military, Recovery & Community Programs

These are not marketing programmes. They exist because we believe transportation changes lives — and some people need a hand getting there.

Canadian Military & Veterans

If you are active Canadian military or a Canadian veteran, email us from your military email account or send your military ID or documentation. We offer a significant discount — the exact amount varies by bike and margin, but we will always find the best price we can. This applies to Canadian Armed Forces only. We receive requests from militaries in other countries — we appreciate your service, but this programme is for Canadians.

Recovery & Sobriety

If you are a rehab graduate, we will need documentation. If you are an active AA member with over one year of sobriety, all we require is a verification letter from your AA group confirming your membership and time. Send it directly to milad@zeusebikes.ca.

Community & Places of Worship

If you know of a church, mosque, synagogue, community centre, or other community organisation that could use an ebike in a way that meaningfully serves the community — not the operating entity — email milad@zeusebikes.ca with:

  • A detailed proposal explaining how the bike would serve the community and fill a gap
  • Clear identification of who benefits (the community, not the organisation’s operations)
  • An official organisational email address — we will not respond to Gmail, Hotmail, Yahoo, or personal accounts

Your case will be reviewed by our team. Based on priority of need, we will provide a bike of your choice at cost. This is not a limited-time offer. This is not a one-bike giveaway. We chose this model specifically so we can serve communities across the country, year-round, without capping our capacity at one.

9 Specialty Parts

If you need a replacement part, email support@zeusebikes.ca with:

  • Photos of the part you need
  • Model name of the bike
  • Year of purchase
  • Frame number

We do not care if you bought the bike from us or not. As long as we carry the brand, we will do our best to help you. Our concern is getting you riding — not where you bought the bike.

10 Quick Reference

Question Answer
How long to process my order? 3–4 business days
When is my card charged? When the bike ships (preauthorisation at checkout)
Can I cancel my order? Yes — email only. Free within 24 hours. 3% fee after 24 hours. Not possible after shipment.
How long is shipping? Depends on location and warehouse. Cross-country: up to 5 days with no tracking updates.
Is signature required? Yes — every package, every order.
Return window? 15 days from delivery. Unused. Original packaging. 15% restocking fee + shipping.
How long is the warranty? Typically 1 year on electronics, battery, motor, controller, display, throttle, and cables. Some brands offer longer.
Warranty parts timeline? Approximately 4 weeks for common parts.
Do you offer pickup? No. Pickup waives the shipping insurance we pay for. We ship to your door.
Do you offer financing? Yes. Multiple options at checkout. Read the financing guide first.
Do USA recalls affect my bike? No. We will contact you if a Canadian recall applies.
Can I get help with a bike I bought elsewhere? Yes — as long as we carry the brand.
Remote area shipping? Additional fees may apply. We will notify you first.
How long until my refund? Up to 5 days inspection + 14 days processing + 2–15 days bank credit.

Still have questions? We are here.

support@zeusebikes.ca — fastest response
1-866-938-7580 — 10 minutes, questions ready
milad@zeusebikes.ca — community programmes & partnerships

Browse All Bikes → Read the Buying Guide → Financing Options →