SHIPPING AND RETURNS POLICY

Delivery & Return Policy

Shipping Policy

At Ollie, we strive to provide a seamless shopping experience, including reliable and efficient shipping services to our valued customers across Canada and the Canada and the United States. Our shipping policy is designed to ensure transparency and satisfaction throughout the entire process. Below you will find detailed information shipping times, costs, methods and other important considerations.

DELIVERY TIMES

AVAILABLE PRODUCTS
Available products are dispatched within 1 to 7 working days of payment confirmation (with the exception of accessories). Delivery times may vary depending on your location.

AREAS EXCLUDED FROM DELIVERY
We do not currently deliver to the Yukon, Northwest Territories, Nunavut, Hawaii, Alaska, PO Boxes or APOs. For customers residing in these areas, please contact us at orders@olliebike.com to explore other delivery options.

EXCEPTIONAL SITUATIONS
It is important to note that events such as the launch of new products or or restocking periods may result in delivery delays. In such cases, we will inform our customers of any delays via the product page and via a follow-up email.

SHIPPING COSTS
Shipping is FREE on all electric bicycle purchases and on all items ordered ordered at the same time. Shipping charges apply to accessories and spare parts orders only. Orders including multiple bikes are normally shipped together.

DELIVERY OPTIONS
We offer a trusted delivery service through insured and reputable carriers carriers, ensuring professional and efficient distribution in Canada and the U.S. United States. Following shipment of your electric bike, you will receive an e-mail with a tracking number, allowing you to track your order and estimate the cost of delivery.

IMPORTANT INFORMATION
All orders for electric bicycles must be signed for by the carrier. carrier. Estimated delivery dates are subject to variation due to carrier delays, adverse weather conditions, supply difficulties, high shipping volumes or staff shortages.

REFUSED PACKAGES - FIXED CHARGES
If a package sent at your request is refused, Ollie Bikes reserves the right to impose a flat fee of $250. This fee is intended to partially offset our shipping shipping costs. Please note that we cannot modify, intercept or cancel orders that are already in progress. A refused and returned package will be treated as a refund of the purchase price less $250 for shipping costs. 

Ollie Bikes is committed to providing a smooth and clear delivery experience for our customers. If you have any questions or need assistance with our delivery policy, please contact our customer service department at orders@olliebike.com. Your satisfaction is our primary goal and we are here to help you every step of the way. every step of the way.

Thank you for choosing Ollie for your electric bikes or tricycles.

Return Policy

If you change your mind or are not completely satisfied with your purchase, simply return the return the unused item to us within 15 days of purchase and we will exchange or refund it.

  • The bike must be delivered to us in new, unused condition, free of scratches, breakage or any other apparent defect.
  • The bike must have a maximum of 15 Km (9.3 Miles) on the odometer for any exchange or refund.
  • Any permanent modification of the bike will also render it ineligible for return (e.g., if the pivot has been cut on a frame or if a frame protector such as a ridewrap has been installed), the bike will not be returned.
  • The complete, original receipt and packaging are required for any exchange or refund.
  • Refunds will be made according to the original method of payment (for example credit card will be credited to your credit card account).
  • We do not take back demonstrators and/or liquidation items.
  • The customer will be responsible for the return delivery costs, including for any sale made at a reduced price (promotion, demo, or shipping costs). In such cases, the buyer will also be responsible for paying the shipping costs to return the item. To initiate a return, the customer must contact the returns team and provide all requested supporting documents. This will be followed by a confirmation and including an RMA (Return Merchandise Authorization) number will be provided.
  • Ollie reserves the right to refuse returns or exchanges at any time. 
  • Government-issued photo identification may be required.
  • All returns are subject to review by our staff. We stand behind our policy and want to ensure that you are completely satisfied with your purchase, but we reserve the right to refuse a return if we determine, at our discretion, that the policy is being abused.
  • If any of the above conditions are not met, Ollie reserves the right to charge additional return costs. Refunds will be made only upon receipt of the bike and after inspection.
  • If you wish to cancel an order that has already been dispatched, please note the following that shipping charges will still apply.
  • Please ensure that you pack your items carefully, as we are not responsible for any as we are not responsible for any damage that may occur during return shipment.
  • All returns must be returned to Ollie within one month of the initiation of the return.

    Defective or damaged product

    • If a product purchased is found to be defective within 90 days of receipt of your order, please contact us to confirm the procedure to follow. Although most products are guaranteed for 90 days after purchase, some are guaranteed for longer.
    • If you notice that a product is damaged at the time of delivery, please contact us as soon as possible at the following address: warranty@olliebike.com
    • Any defective or damaged product returned must be accompanied by a printed example of the problem and the original box in good condition.
    • Customer-generated return shipping costs are at the customer's expense and are non-refundable.
    • The customer is responsible for the package until it is received by Ollie.
    • No merchandise will be accepted without a Return Merchandise Authorization (RMA) number.

    HOW LONG DOES IT TAKE TO GET MY RETURN REFUND?

    Once we have received your item(s) at our distribution centers,we will do our best to process your return within three to five working days. You will receive a confirmation e-mail when your return has been processed.

    From this point, if your return is approved, it will take approximately 72 hours
    to receive your refund, depending on your original method of payment.
    payment method (refunds via Paypal and Klarna may take longer).
    take longer).

    Refunded payments can only be made via the original payment method.
    original payment method.

    The refund amount corresponds to the original purchase price of the returned item(s), including applicable taxes, but excluding shipping and handling charges.