In order to support our customers we must collaborate between support agents and techs. Please do not send a second or more contact us form as this will delay the process.
Payment & Orders
What Payment Methods Do You Accept?
We are able to securely process payments from Visa, MasterCard, PayPal, Google Pay and Apple Pay thanks to secure payment processing from Shopify.
Where is my order?
Go to the Order Tracking page for shipping information
Sometimes tracking information could be delayed by up to 48 hours. If you don't receive the tracking email on the third day, you can contact us via the Contact us form . You must label the Contact Form as "Tracking" in the comment .
I ordered two items, why I have received only one?
Multiple bike orders ship separately therefore it is possible they will arrive on different days.
General riding info
Attention Before each ride you must inspect your ebike using this safety Checklist
What terrain can I ride my HiPeak Bona or Elias ?
The HIPeak Bona & Elias can conquer all types of terrain sand, snow, gravel, & off-road trails.
If you ride in sand near salt water rinse your bike after each use . DO NOT USE A PRESSURE WASHER TO RINSE YOUR BIKE.
Parts other than moving parts (like handlebars and seats) should be wiped down with a damp cloth.
Be sure to check your brakes before riding and lubricate the chain and moving parts.
Make sure that all bolts are tight
What's the difference between Bona and Elias
Bona is a step-over frame, while Elias is a step-thru frame.
What kind of weather can I ride in?
HiPeak is built to the IPX5 standard and is resistant to ride in rain. Light to moderate raindrops or splashes from a wet road will not harm your ebike but be careful while riding in harsher weather and heavy rainfall conditions.
Shipping
Can I change the delivery address after the package is sent?
We will do our best to accommodate any changes to the shipping information either before or after shipping .If we cannot stop the shipment once the bike has already been shipped, a 250.00 return fee will be deducted from the purchase price refund.
What locations are not included in free shipping ?
Sorry we do not ship to the United States,Yukon, Nunavut, Newfoundland & Labrador, & Northwest Territories
How long should it take for my E-bike to arrive?
In-stock orders typically ship within 1-3 business days, unless otherwise noted on the product page. Please allow 4-8 business days for your shipment to arrive at your address. A shipping confirmation email along with the tracking number will be sent to your email once the order has shipped.
Do you provide expedited shipping, delivery or pickup from warehouse?
We are only able to offer standard shipping services. Local pickup from warehouse is not available at this time .
I need to make changes to my delivery. Who do I contact?
If you need to make changes to your delivery, please click on this Contact Us form link. You must label the Contact Form as "Shipping Change" in the comment window.
What if my package was lost during the shipment?
If a bike on tracking shows that it was delivered but you haven't received your ebike, click on this Contact Us link and write the words "Lost Bike" in the comment window . Make sure to include your day phone number, email address, and order number. We will immediately open a dispute with the shipping company to resolve the issue quickly.
What if the package is broken/the item scratches when arrived?
If you see physical damage to the box, please write the word "Damaged" on the shipping companies receiving document when signing . Or, If you have opened the box and see damage to the ebike once received, please on this Contact Us form link. You must label the Contact Form as "Shipping Damage" in the comment window.. Do not contact the shipping company directly as we will take care of the issue .
Assembly instructions
HiPEAK E-bike Assembly and folding instruction
For detailed instructions please view the assembly video.
https://www.youtube.com/watch?v=zjiVs8IN7NM
Basic troubleshooting
When powered on the motor does not respond
Possible causes:
1. Make sure to turn on the battery power from its power switch located on the upper side of the battery.
2. Check the battery gauge located on the battery to see state of charge
3. Check connections to the brakes, motor, display, and throttle
4. While power is, remove battery from bike. Locate and disconnect the motor connector on the rear chain stay of the bike. Inspect the pins to make sure they are straight and clear of any obstructions, then push back together without twisting.
Feel free to reach out for any support issues or questions using this Contact Us form link, You must label the Contact Form as "Support" in the comment window. A support tech will contact you to resolve any issues quickly.
Battery troubleshooting
How to charge my HiPEAK bike?
1. The battery can be charged either mounted or dismounted from your ebike .Always charge your battery in a well ventilated location while checking periodically
2. Lift the rubber cover on the charging connector located on the opposite side of the battery switch.
3. First place the charger on a flat secure surface and connect the output plug from the charger (round barrel connector) to the charging port on the side of the battery pack.
4. Then connect the input plug (110/220-volt plug) to the power outlet in your garage. Charging should initiate indicated by the LED charge status light on the charger . When first connected your will notice the LED indicator on the charger turns green and within 5seconds will turn red. If the LED does not change to red stop the charging process by unplugging the 110/220 volt plug first and then unplug the battery. Contact support@hipeakbikescanada.com to discuss next steps
5. If the LED does change to red, and after hours of charging the charging indicator light turns green, first unplug the charger from the 110/220 volt outlet and then proceed to remove the charger output plug from the bikes charging port.
Always charge your battery in temperature between 10 and 26 degrees Celsius and ensure the battery and charger are not damaged before initiating charge. If you notice anything unusual while charging, please DISCONTINUE charging immediately and and reach out to us using this Contact Us form link. You must label the Contact Form as "Urgent" in the comment window.
My battery seems to discharge quickly or wont power the bike
We're sorry that your battery is having some trouble! Before we look further into the matter, please do some checking to confirm the problem.
1.When charging the battery the LED on the charger will display green and within 5 seconds turn to red. If charger LED remains green ,unplug the battery and report the issue using this Contact Us form link . You must label the Contact Form as "Support" in the comment window.
DO NOT ATTEMPT TO CHARGE THE BATTERY
2.Typical charge from 20% to Full is approximately 5 to 8 hours
2. Check to see if the fan in the charger is functioning.
Battery abnormalities
If you notice anything unusual about your battery, a spark, smoke or burn marks, of any kind while operating or charging, Use this Contact Us link immediately. You must label the Contact Form as "Urgent" in the comment window.
DISCOTINUE USE IMEDIATELY AND CONTACT SUPPORT
How to remove and mount HiPEAK Ebike battery?
Click here for a video describing installing and removing the battery of your Bona or Elias
Maintenance and Tips
Attention Before each ride you must inspect your ebike using this safety Checklist
Basic battery charging tips
• Since your bike is equipped with a lithium battery there is no memory effect . We recommend charging after 50% of use to keep your battery operating at optimal performance .
• The battery can be recharged on or off the bike.
• Remove the battery by turning the key and then pulling the battery forward and up until the battery detaches from the battery mounting rail.
• The charger will automatically stop charging when the battery pack is full.
• Never leave your battery charger connected to the 110 volt receptacle once battery is charged
• Always charge in dry locations and indoors away from direct sunlight, dirt or debris. It is recommended to charge your battery in a garage or shed away from any flammables and not in your home
• Your HiPEAK battery charger is equipped with a cooling fan. Therefore do not cover up the charger when plugged in and charging. Always make sure that the charger is on a flat surface while charging.
• Check the charger cables, charger, and battery for damage before beginning each charge. If you notice any loose connections, damage to the charging connector, or any other abnormality discontinue use and unplug the charger from the 110 volt plug also disconnecting the connector from the charger to the battery
• The LED on the charger will first turn green. Once charging starts the LED will turn red and return to green when charging is complete . At this time first disconnect the 110 plug from the receptacle , and then unplug the connector to the battery from the charger.
• Charging normally takes 3~5 hours, however it can take longer when you first receive the bike since the battery pack is balancing.
Attention : If your battery charger or connecter is damaged in any way , discontinue use immediately. Only charge with an original HiPeak ebike battery charger which can be purchased at hipeakbikecanada.com
Bike maintenance
HiPeak e-bikes are designed to be used and enjoyed in a variety of climates and conditions. As with any bike, you need to take care of your e-bike to ensure it isn’t damaged by the elements.
Before every ride:
Inspect brakes for wear and adjust if necessary
Inspect tires for wear and change if necessary
Adjust tire pressure if needed. PSI indicated on side wall of tire as per manufacturers specifications
Make sure chain is moving freely or lube if necessary
Check all bolts for looseness . Tighten where necessary
Attention Before each ride you must inspect your ebike using this safety Checklist
Store your bike in a sheltered dry area whenever possible.
Try to park or store your bike in a garage or sheltered area .
If your bike is parked outdoors it is recommended to cover the bike with a tarp during rain. Be sure to remove the tarp once the rain has passed to allow moisture and condensation to evaporate.
Properly store your bike.
Store the bike under shelter and in an upright position .
Avoid leaving the bike in the rain for extended periods. If exposed to rain, dry your bike and apply anti-rust treatment to the chain and other unpainted steel surfaces.
Perform Regular Maintenance
Keep up with maintenance.
Clean your bike as needed.
To clean your bike, wipe the frame with a damp cloth.
If needed, apply a mild, non-corrosive detergent mixture to the damp cloth and wipe the frame.
Dry by wiping with a clean, dry cloth.
Never use the spray from a hose or a high-pressure washer on your e-bike.
Take a look at our cleaning guide here for more details.
Use touch-up paint on scratches or chips.
Keep the chain clean and lubricated.
Ensure the chain is clean, lubricated, and runs smoothly. Take extra care with chain maintenance if the bike is used in wet, salty, dusty, or otherwise damaging conditions.
Get help from a local, reputable bike shop to determine which chain lubricant ("lube") is best for your local weather and riding conditions.
Avoid Moisture and Salt
Keep your electrical components dry.
Never immerse or submerge the bike or any components in water or liquid. Doing so can damage the electrical system.
Rain is designed to flow off of electrical components from top to bottom, so be sure to keep the bike upright when the bike is wet and while it is drying.
If riding in coastal areas or in areas treated with road salt or deicing compounds, wipe down your bike frequently and wipe or spray all unpainted mechanical parts with anti-rust treatment. Damage from corrosion is not covered under warranty.
After riding your e-bike in dirty, sandy, or wet conditions, it is always a good idea to inspect your bike to make sure all components are clear of dirt, debris, and moisture. Before every ride, inspect all components to ensure they are secure and in good condition.
NEVER WASH YOU EBIKE WITH A PRESSURE WASHER
Tire pressure and condition?
Periodically check your tire pressure to make sure the tires are inflated correctly.
If any signs of excessive wear , discontinue riding until the tire is replaced
Battery
What is the life of my battery?/ How many years will my battery last?
Battery life: 600cycles
Charging a well-cared-for, properly stored battery could potentially last up to 5 years
Actual battery performance and range depend on factors such as proper storage or how often the battery is drained and recharged.
Is the battery removable?
Yes, the battery is removable, you can take it out with the key easily.
What is the weight of the battery?
The battery weighs about 9lbs.
How can I extend the life of my battery
We recommend keeping your battery charged between 40% and 70%.This will optimize your battery's lifespan.
Is the battery waterproof?
Water resistant: Yes
Level: IPX5
How should I store my bike over the winter or periods of monthly non use?
Proper storage is extremely important to the longevity of your battery
Below are some best practices regarding e-bike storage during months of non use:
1) Clean before storing. Clean all of the dirt and debris off your ebike's frame and then wipe it down with a dry cloth. Don't forget to check that the battery contacts are clean and dry. Lastly, lube the chain and spin the crankarms a couple of rotations to ensure the lube circulates the entire chain.
2) Charge your battery. Lithium-ion batteries should NEVER be stored on an empty charge. Charge your battery to a 50%-60% charge level before storing. You will want to check up on your ebike battery monthly charge for no more than 15 minutes .
3) Store your ebike battery in a cool, dry place and never attached to your ebike or the charger. For example, a wooden non conductive surface in the garage is best. If you live in an area with below-freezing temperatures, you can also store your ebike battery inside somewhere safe. Temperatures for battery storage should be between 32 °F – 104 °F (0 °C – 40 °C).
Max range
How can I maximize the battery range?
A lot of factors will affect the range such as the weight of the rider, slope, terrain, or outdoor conditions.
NEVER ride a second person
Riding on lower levels of pedal assist will maximize your battery's range.
Riding on higher levels of pedal assist and aggressively using the throttle will drain your battery much more quicker.
Attention Before each ride you must inspect your ebike using this safety Checklist
