Biciel

We understand that circumstances may change, and you may need to cancel an order that you placed on our website.

If you need to cancel an order before it ships, please email support@biciel.com, and we will cancel and refund your order promptly. You will receive a confirmation email once the order is canceled, and the refund is processed. Please note that it may take 3-5 business days for the refund to appear back in your account.

In the event that your order has already shipped, please email support@biciel.com, and we will try our best to cancel your order if possible. We will contact the shipping carrier and attempt to have the bike rerouted back to our warehouse. However, we cannot guarantee that we can cancel the order at this point. If we are able to reroute the shipment and cancel your order, we will issue a refund once the bike is returned to our warehouse. Please note that a return shipping cost of CAD200 and 10% restocking fee will be deducted from the total refund amount.

We strive to make the cancellation process as hassle-free as possible for our customers, and we appreciate your understanding in these situations.

If you wish to return your e-bike, we require that you meet the following conditions in order to qualify:

1. The return must be requested within 30 days of the delivery date.

2. The e-bike must have less than 16 km / 10 miles traveled on the odometer.

3. The e-bike must be in a like-new condition, without any dirt, dust, or odors.

4. The original packaging, including all the cardboard and foam, must be used for returning the e-bike.

5. All the accessories that were provided with the e-bike, such as the charger, keys, and hardware, must be included in the return.

If you meet these requirements, please email support@biciel.com with the following information:

1. First and Last Name

2. Shipping Address

3. Phone Number

4. Order Number

5. Reason for Return

Kindly take note that you, as the customer, are accountable for the return shipping cost of CAD200. Biciel will provide a return shipping label, and the designated carrier will collect the return package. A restocking fee of up to 20% of the purchase price may apply if the e-bike does not meet the conditions stated above.

After receiving your return, we will conduct an inspection to verify if it meets the requirements for a refund (excluding the appropriate costs). The examination process usually takes about 3-5 business days after receiving the e-bike. When the inspection is completed, we will proceed with the refund within approximately 1-2 business days.

We offer multiple payment options to make your purchase as convenient as possible. In addition to major credit cards and PayPal, we provide financing through Klarna.

If you're interested in financing your purchase, simply select Klarna at checkout instead of paying with a credit card or PayPal. You'll then be redirected to Klarna's website, where you can complete the financing application. A soft credit check will be performed, and if approved, you'll be presented with the terms of the short-term loan.

Once you've completed the financing process, you'll receive an order confirmation from Biciel when payment is processed for credit card or PayPal transactions. If you chose to finance your purchase through Klarna, you'll receive an order confirmation after your financing application has been submitted and accepted.

Within 1-2 business days of receiving your order confirmation, you'll receive an email with your order tracking information. If you have any questions about our payment options or financing process, please don't hesitate to contact us.

When you place an order on our site, you will receive a confirmation email acknowledging that we have received your order and are processing your request. Your order will generally be shipped within the same business day after it has been placed. Once it leaves our warehouse in Vancouver, BC, you will receive another email with tracking details.

Most customers receive their e-bike orders within 3-5 business days after it leaves Biciel warehouse, depending on their location.

Please take note that you need to be present during the delivery to sign for your e-bike.

All Biciel e-bikes are equipped with lithium batteries, which can be fully charged and discharged for about 800 cycles. And the distance you can travel on a single charge can be anywhere from 45-75 km (25-45 miles) depending on how hard you pedal, how steep the hills are and how fast you're going.

Your battery's efficiency will decrease to 80% after about 800 cycles, but it will still be functional. However, if you want to replace it, you can do so.

To ensure you get the maximum number of cycles, you need to take care of your battery.

Store it indoors and avoid exposing it to extreme hot or cold temperatures. Charge it when it has one bar remaining, rather than letting it run completely flat.

Additionally, make sure to charge your battery at least once a month when it is not in use. Failing to do so may cause the battery to go into sleep mode, which can lead to it being damaged.

Please note that we only offer keys in conjunction with a new lock mechanism.

As a security measure, we do not maintain an inventory of individual keys. This implies that if you misplace your battery keys, you will need to purchase a new lock and keys set.

To initiate a request for a new battery lock, please reach out to support@biciel.com.

Yes, you can enable the backlight feature.

After turning on the display, simply press the power button once more to activate the backlight. With this feature turned on, you can now ride your bike comfortably even in low-light conditions.

Yes, If you wish to return the E-bike that you purchased through Klarna, simply begin the return process by contacting support@biciel.com.

After receiving your request, we require 2-5 business days to assess the return and determine the applicable refund amount in accordance with our return policy.

Once Klarna receives the refund from Biciel, the refund amount will show up in your loan timeline within 3–10 business days, and your balance will be updated.

No, rest assured that Klarna does not perform a credit check when creating a Klarna account or signing up for Pay in 4. That also means your credit score won't be affected.

No, bikes and accessories are generally shipped separately, as they require different handling and packaging methods.

Bicycles are typically shipped in larger boxes that are designed to protect the frame and components during transit, while accessories may be shipped in smaller boxes or envelopes that offer adequate protection for their specific size and weight.

Additionally, shipping accessories separately can help reduce the risk of damage to the bike during transport, ensuring that your new ride arrives in perfect condition.

Biciel e-bikes undergo rain testing during Vancouver's weekday rainy season which occurs approximately half the year, and they perform excellently in wet conditions.

Biciel e-bikes have a high degree of water resistance in the components such as the motor, battery, and controller, which are securely enclosed and protected from the elements. However, other parts such as the display, wiring, and connectors may not be as well-protected and may be more susceptible to water damage.

Therefore, it's always a good idea to follow the manufacturer's instructions for use and maintenance of your e-bike, and it's important to note that even Biciel e-bikes with a high degree of water resistance may not be completely waterproof and could be damaged by prolonged exposure to water or submersion.

We want to see our riders out enjoying their bikes for years to come.

To ensure that your bike provides optimal performance and lasts for years to come, it's important to keep up with regular maintenance. By following a few basic maintenance steps, you can ensure that your bike remains in top condition and continues to provide an enjoyable riding experience.

Monthly Maintenance

- Thoroughly clean your bike, inspect all components for any visible damage or signs of wear, and degrease the chain and drivetrain.

- Examine all cables and housing for damage, rust, wear, or kinks.

- Check the chain for signs of wear and replace if necessary.

6-month Maintenance

- Check the wear of your tires to determine if they need replacement.

- Inspect your bearing systems, including the hubs, bottom bracket, pedals, and headset. Clean and grease them as necessary to prolong their lifespan.

- Examine your brake pads to ensure they're not excessively worn down and replace them if necessary.

- Check your cassette and chainring wear to ensure they're not worn out.

Yearly Maintenance

- Perform a brake bleed to ensure optimal performance.

- Inspect bearing systems and consider replacing them if the bike has been ridden frequently.

- Replace cables and housing to maintain smooth shifting and braking.

Please note that the maintenance schedule provided is a general guideline and can vary depending on the frequency and intensity of usage, as well as the conditions in which the bike is ridden. These recommended maintenance procedures are not covered under warranty, but they will help keep your bike in good condition and ensure optimal performance.

Prior to each ride, it's important to run through a pre-ride checklist to ensure that your bike is in top condition and ready for safe riding. By taking a few moments to check your bike before heading out, you can help prevent potential issues and ensure a more enjoyable ride.

Tire pressure

Fluctuations in tire pressure are a normal occurrence that may be more noticeable for riders who frequently experience extreme temperature or altitude changes.

However we still recommend performing a quick check of the air pressure before every ride to ensure the best riding experience and avoid any potential flat tires.

Battery level

We want you to enjoy the full benefits of the e-bike system. Therefore, we recommend checking your battery level before setting out on your ride to ensure you have enough power to complete your desired trip. By doing this beforehand, you'll be able to plan accordingly and avoid running out of battery in the middle of your journey.

Brakes

It's crucial to test your brakes by applying a firm squeeze to the levers before every ride to ensure they are working in a safe and proper manner.

Bolts

Regular bolt checks are an essential aspect of maintaining your bike's safety and longevity. Even though vibrations can cause bolts to loosen over time, making sure they are tight is an easy and effective way to prevent any potential risks while riding. This practice is particularly crucial for new bikes during their initial break-in period. Neglecting to check bolts regularly can result in damage to the bike, which is not covered under warranty.

Chain Lube

Before heading out for a ride, we suggest incorporating lubrication of your bike chain into your pre-ride routine. A well-lubricated chain can lead to smoother shifting and a longer lifespan for your bike's drivetrain.