Shipping policy

1. Shipping Area

We currently ship within Canada, excluding the northern territories: Yukon, Northwest Territories, and Nunavut.

2. Shipping From

Your orders are shipped from our Canada-based local warehouses in Vancouver (BC) and Toronto (ON). We utilize reliable shipping carriers, including UPS, FedEx, DHL, etc. Please note that we do not ship to PO Boxes or APO.

3. Processing Time & Delivery

Orders typically take 1-2 business days to process before shipment. Please note that processing times may be extended during peak sales periods. You will receive a shipping confirmation email once your order has shipped, which will include tracking details. For pre-orders/backorders, please refer to the shipping date on the product page.

The typical delivery time for your shipment is 5-7 business days, depending on your location. However, please note that delivery dates provided by Jasion are only estimates, and actual delivery may vary.

Order Tracking

If you have registered an account at https://ca.jasionbike.com/, you can track your order and view shipping and handling details through your account dashboard.

You may also track your order using your order number. If you need further assistance or have any questions about shipping, please contact us at support@jasionbike.com
. Our support team aims to respond within 24 hours.

If your tracking information shows that the package has been delivered or signed for, but you have not received the bike, please contact us within 3 business days so we can assist you in investigating the issue.

4. Shipping Changes

There is no charge for changing your shipping address before the tracking number has been provided.

If the order has already been shipped, and the package has not been delivered to the correct address, you may need to pay an extra C$68 per item for the address change. Additionally, if you refuse to accept the package or if the package cannot be delivered, a C$245 fee will be charged.

Please note that any changes made after the item has shipped, including address changes, order holds, or updates to shipping preferences, may delay your delivery. Additionally, requests to change the color or size of your e-bike must be made before shipment.

5. Shipping Costs

We charge the following fees for shipping:

• eBike: Free Shipping
• Orders under C$99: C$25 shipping fee applies.

To ensure the safety of your e-bike during transit, we arrange separate shipments for each item. The cost of shipping is calculated according to the size and weight of each package. Shipping is charged based on the most reliable carriers to ensure that your items arrive in good condition.

6. Additional Notes

1. All items will be shipped separately to comply with the shipping carrier’s size and weight limits. This reduces the risk of damage during transit and allows us to track each package effectively, ensuring timely delivery.
2. Jasion is not responsible for any lost, stolen, or damaged items caused by the actions or inactions of the parcel services. Please inspect your items immediately upon receipt.
3. If you need to return an item, you will be responsible for the return shipping cost. Please note that shipping fees are non-refundable. For more information on returns, please refer to our Limited Warranty Terms.
4. We do not accept returns for accessories that are not quality problems.
5. Shipping times can be affected by customs clearance, public holidays, or weather delays. If you have not received your package within the estimated time, please contact us for assistance.
6. All estimated delivery times are based on historical data from previous orders and are intended as a reference only. Actual delivery times may vary.

7. Shipping Damage

If your product is damaged during shipping, please send clear photos or videos of the damage to support@jasionbike.com within 7 days of receiving the goods. We will either replace the damaged parts or compensate you for the damage at no additional cost.

To qualify for a shipping damage claim, you must:

• Notify us within 7 days of receiving the damaged product.
• Provide dated photos or videos showing the damage.
• Return all original packaging and any documentation included with the product.
• Note any damage on the Bill of Lading when signing off on the shipment.

Please note that shipping damage claims are time-sensitive. It is important to inspect your e-bike immediately upon delivery. If damage is found, notify us as soon as possible. The Limited Warranty does not cover damages that occur during shipping if you have chosen to use your own shipping method or a third-party freight service.