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EZWheel Help Center

  • Is it easy to learn electric scooter?
    We call ourselves EZWheel for a reason, all our electric scoters only take a few minutes to learn. Once you get yourself comfortable on it, you will never forget how to use it just like riding a bicycle.
  • Can I test drive the EZWHEEL scooters and ebikes?
    Yes! You can test drive in our stores during our business hours. We recommand to book an appointment before your visit.
  • Where can I ride the electric scooters?
    Electric scooters are now legal in almost all Canadian provinces and territories. That said, the law and permissions for the electric machine and the rider's behaviour vary depending on the region. Take a look at the following links to know the regulations in your province/territory: QUÉBEC: https://educaloi.qc.ca/en/legal-news/electric-scooters-a-step-toward-legality-in-quebec/ ONTARIO: https://www.ontario.ca/page/electric-kick-style-scooters-e-scooters ALBERTA: https://amainsider.com/alberta-e-scooters-safely-legally/ COLOMBIE-BRITANNIQUE: https://www2.gov.bc.ca/gov/content/transportation/transportation-environment/active-transportation/scooter/safety MANITOBA: https://ebikebc.com/blogs/news/ebike-regulations-in-manitoba-canada SASKATCHEWAN: https://regina.ctvnews.ca/here-are-the-rules-e-scooter-users-in-sask-will-need-to-follow-on-highways-1.6411696 TERRE-NEUVE ET LABRADOR: - NOUVEAU-BRUNSWICK: https://www.cbc.ca/news/canada/new-brunswick/electric-scooter-fredericton-trails-new-brunswick-1.6478967 NOUVELLE-ÉCOSSE: https://www.halifax.ca/transportation/cycling-walking/e-scooters ÎLE-DU-PRINCE-ÉDOUARD: https://www.princeedwardisland.ca/en/information/electric-kick-scooters TERRITOIRES: -
  • Injuries caused by driving EZWHEEL scooters and bikes?
    It is the customers' complete responsibility to ensure that their E Scooter is used in accordance with all local and country laws. Electric Scooters are not for the use of anyone under the age of 18. All purchasers/users of the EZboard scooters are 100% personally liable to any damages caused and incurred. EZWHEEL is not responsible for any harm caused to the rider or a pedestrian. Please read the legal terms and regulations at the bottom of the website page for more information. Please be vigilant and careful as these transport vehicles can be dangerous if not used wisely.
  • Shipping time
    We ship to Canada addresses from our head office in Montreal. Normally it takes about 2-5 business days to receive the product.
  • Is there any warranty?
    At EZWheel, we offer limited warranty on brand new products of electric scooters and electric bikes i) Warranty on Electronic defects for 6 months or 3,000 KM, whichever comes first. ii) Warranty on Engine defects for 12 months or 6,000 KM, whichever comes first. iii) Parts are 100% covered. Shipping charges are on customer’s charge. ​ The warranty will not be covered under the following conditions: 1. Malfunction due to misuse, stunt or competition riding 2. Malfunction caused by unauthorized modifications, disassembling, or repair. 3. Accidental damage or malfunction due to unsuitable storage 4. Unmatched warranty/proof of purchase and product 5. Surface damages. 6. Disassembling parts unspecified by the manual. 7. Damage or malfunction caused by long rides in the rain/snow or soaking in water/ice. 8. Ripped, flat or leaking tire. 9. Wear and tear resulting from regular or irregular usage (including gradual degradation of the battery) 10. Openings, disconnections or configuration modifications that are not performed by EZWheel, or an authorized dealer approved by EZWheel, in an attempt to modify or repair the product. 11. 3,000 KM of usage for electronic defects 12. 6,000 KM of usage for motor defects
  • What are the refund and exchange policies?
    Refund and exchange policies: As long as the product is in brand new condition and returned within 14 days of purchase, the purchase is entitled to a refund. However, the customer is required to pay for any additional shipping fee, as well as handling and restocking fees incurred for 20% of purchasing price. The refund will be processed once the item is verified to have been shipped back and received by the warehouse. We require that returns use a shipping method with tracking. If the item is lost before reaching us, it would be out of our area of responsibility. ​For exchanges, product defect/s will be verified that it is due to craftsmanship. Any wear and tear will not be covered under warranty. Please contact us within 14 days of purchase, and we will provide a return shipping label and have a brand new one sent back out to you as soon as we receive the defective item. All returns/exchanges are subject to validation and approval at EZWHEEL’s discretion. Retours et remboursements/échanges: Retours et remboursements/échanges L'achat n'a droit à un remboursement ou à un échange que si le produit est à l'état neuf et est retourné dans les 14 jours suivant l'achat. Cependant, le client est tenu de payer les frais d'expédition et 20% du prix original pour le cout de manutention supplémentaires et re-stocking encourus. Le remboursement sera traité une fois l'article vérifié par EZWheel. Nous exigeons que les retours utilisent une méthode d'expédition avec suivi ou soient ramenés physiquement au magasin. Si l'article est perdu avant de nous parvenir, il ne sera pas remboursé. Tous les retours/échanges sont soumis à validation et approbation à la discrétion d'EZWHEEL.
  • Disclaimer
    It is the Customers complete responsibility to ensure that their E Scooter is used in accordance with all local laws. The customer when purchasing through EZWheel Canada accepts and assumes all risk and liability associated to the use of an electric and/or any other products purchased from EZWheel. The customer accepts full responsibility and waivers their rights to hold EZWheel or its owners from any liability caused in association, directly or indirectly with their use. For more information, please read through our disclaimers page.
  • Important Notice : MSRP Changes
    Dear customers, We've been notified by our manufacturers that MSRP are subject to increase. The increase is mainly driven by, across the globe, higher costs in making and assembling, and shipping chips, batteries, among other parts. For now, prices remain stable. If they change over time however, these international fluctuations of the market are the reason. We appreciate your understanding. We hope to achieve together with you a green 🌳 and fun 😁 future by providing the best 🛴 🚲 products in category.
  • What are the opening hours?
    We currently have two stores in Montreal. The flagship & all services Decarie store is open Monday to Thursday, 11 a.m. to 5 p.m., Friday, 11 a.m. to 7 p.m., Saturday, 11 a.m. to 5 p.m., The address is 5219 Decarie Boulvard. The second store (our repair centre) is located at 5211 Decarie Boulevard. If you cannot visit us during opening hours, you may book an appointment with us through online chat.
  • Are all models in stock?
    All models that are not listed as pre-order are in stock. We also offer pre-order for models we don't have in stock, for which the waiting time is usually 6+ weeks and can vary depending on the model. If you are visiting our stores, we have all the non-pre-order models either in store or stored closely.
  • What are the most common maintenances and repairs? Do you handle them?
    When the product is used with good care, the most common repairs are worn-out brake pads and flat tires. We test all our models to ensure that they are solid and our quality assurance team frequently provides feedback for improvements to our suppliers and manufacturers. For all models we sell at EZWheel, we carry most of the parts required in order to handle all kinds of repairs in our stores. It can happen that we have to order a particular part from the manufacturers under certain rare circumstances.
  • Does EZWheel offer Price Match Guarantee?
    Yes! At EZWheel, we're dedicated to delivering unparalleled value to our customers while ensuring their complete satisfaction. Recognizing the significance of competitive pricing, we proudly introduce our EZWheel Price Match Guarantee for our electric scooters, bikes, and EUC products. How It Works: Eligibility Criteria: The price match request must be for an identical product, encompassing brand, model, version, color, production year, and specifications. The product must be in stock and available for purchase from a qualifying competitor. Qualifying Competitors: Competitors must be authorized retailers of the corresponding and based in Canada. Auction sites, classified ads, marketplace sellers, unauthorized resellers, and wholesale or bulk purchase discounts are not eligible. Price Match Request: Reach out to our customer support team before making your purchase. Provide valid proof of the lower price, such as a link to the competitor's website or an official advertisement. Price Match Review and Verification: Our team will diligently review and verify the price match request, ensuring it aligns with the outlined terms and conditions. We reserve the right to decline a price match request if it doesn't meet the specified criteria. Price Match Adjustment: If your request is approved, we'll adjust the price of your original purchase to match the competitor's lower price. The adjustment will be issued in the original payment method, covering the product price only (excluding taxes and additional charges). We strive to provide the best value to our customers, ensuring fair pricing on our premium products. The EZWheel Price Match Guarantee is a testament to our commitment to your satisfaction and our confidence in offering competitive prices. For any inquiries or to initiate a price match request, please reach out to our customer support team at info@ezwheel.com. Shop confidently with EZWheel - where value meets satisfaction.
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