SUPPORT
after-sales service
At Ebgo, customer service is more than just a department: it's a source of pride and satisfaction that's at the heart of our mission.
Our customer service specialists, by phone, e-mail or in person, are fully dedicated to providing you with the best possible experience for whatever your needs may be. Whether it's an annual service, a one-time problem, an assembly question, or a technical or technological clarification, we're here to support you.
And to help us help you better, we ask you to fill in a service form before contacting us. Quick and easy to fill in, it enables us to better prepare your file and, in so doing, offer you a more personalized, relevant and efficient service.
MAINTENANCE AND REPAIR
Need maintenance, an adjustment or to add accessories for greater comfort, utility or safety? Our specialized technicians offer efficient service, from technical advice to more problematic repairs. Based at our Distrik store in Victoriaville, they look after the mechanical, electrical and aesthetic health of your bike, so you can get the most out of your Ebgo.
Please note that the workshop operates by appointment only and is located in Victoriaville, in central Quebec.
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For maximum peace of mind:
- Guarantee - We're confident that nothing will go wrong, but if it does, we'll make it right.
- Support - Get the most out of your products with easy access to emails and more.
- Offers and updates - Receive special offers, new products or feature updates.
MEDIA LIBRARY
In this section, you'll find a number of useful videos for assembling, adjusting and maintaining your bike. Please note that many of the videos apply to all our bikes, regardless of model or make. For more information or answers to your questions, please consult the FAQ section of our website, or contact our customer service department by e-mail at support@ebgo.ca.
How do I assemble my bike?
FAQ
SIZE AND FIT
SIZE AND FIT
How do I choose the right size for my electric bike?
Our bikes are available in different sizes. Please refer to the sizing chart specific to the bike you have chosen to find the one that best suits you.
Are there many adjustments to make sure I'm comfortable on the bike?
All our bikes have adjustable handlebars and seats. With our included toolbox, you can bring the handlebars closer to you, either higher or lower. The seatpost is easy to adjust using the quick release.
Do you have a men's model?
All our bikes are unisex, with a step-thru frame for easy straddling.
What is the height of the step-thru frame?
The step-thru height is 20 inches for easy straddling.
Battery & Recharge
Battery & Recharge
How long does a full charge last?
Range varies according to terrain, weather, rider weight and tire pressure. Our 48V 10Ah battery can cover up to 80 km on assistance level 2.
Can I charge the battery directly on the bike?
You have two options, either charge the bike on the bike itself using the charging port on the battery, or remove the battery and use the same port.
Can we charge this battery at any time, or should we wait until it's flat?
You can charge this battery at any time, as your battery is said to be "memoryless" and your charger is said to be "intelligent"; it will switch itself off when the battery is fully charged. However, it is essential not to leave the battery connected to the charger for more than 8 hours.
Shipping and returns
Shipping and returns
How long does it take to receive my bike at home?
It usually takes about 7 working days to receive your bike at home. We usually ship the bike the same day you place an order. The carrier may call you beforehand for an appointment, as it's a large box.
What is your refund policy?
Try your EBGO electric bike at home for up to 7 days and if you're not completely satisfied, contact us at 1-844-678-3246 and we'll take it back. You will need to pack the box with all its original contents. Once the product has arrived, a full refund will be issued to your credit card, including all shipping charges.
* The product must be repacked in its original box and packing materials, including keys, battery, charger, tool box. It is the customer's responsibility to ensure that everything is in the box or the returned damaged bike will be the customer's responsibility.
Where do you ship your bikes from?
Our head office and warehouse are located in Victoriaville, Quebec. If you're in the area, don't hesitate to come and visit us.
General and technical information
General and technical information
Is Ebgo a Canadian design?
Yes, Ebgos are bicycles that stand out from the competition thanks to their unique design, choice of parts and meticulous assembly. Although, as with all our bikes, they are manufactured in factories in China, our team uses regular visits and modern means of communication to ensure constant monitoring of the quality of the work carried out.
What is the assembly process when I receive my bike?
The bike is 95% assembled, and all you have to do is follow the steps in the assembly manual. You need to install the handlebars, pedals and front wheel. All the necessary tools are supplied in the toolbox.
What happens if I have a problem with my bike?
We have a team of certified electric bike technicians who know every inch of the bike. For assistance, email us at support@ebgo.ca or call us at 844-678-3246 and we'll be happy to help you through the process.
How do I reset the route on my ebgo bike?
To reset the trip, simply hold down the + and - keys simultaneously for a few seconds until the trip changes to 0.
Can I ride my bike in the rain?
Absolutely, all connections on the bike are sealed.
