Help Center

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FAQ

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our products. For any additional questions, Contact Us. We will ask your height and inseam length so we can suggest the best frame size for you!

Can I test drive an OHM before buying?

Absolutely! You can test ride OHM electric bicycles through OHM's factory store in North Vancouver. You can book a test ride time here.

If you live outside of Vancouver, we are working on a solution to providing test ride opportunities across North America, so stay tuned! In the meantime we provide a 30-day return policy so you can purchase worry free.

What warranty is offered for bike purchases?

OHM Cycles Canada Ltd. (“OHM”) Limited Warranty:

Drive system
The drive system including motor, battery and display are warranted against manufacturing defects in materials or workmanship for a period of two years to the original owner from date of purchase.

Frames
OHM frames are warranted against manufacturing defects in materials or workmanship for a period of five years to the original owner from date of purchase.

Components
All other components, including suspension parts and frame fixtures, are warranted against manufacturing defects in materials or workmanship for a period of one year to the original owner from date of purchase.

Terms of warranty:
Your OHM bicycle is subject to the terms of the limited warranty. This warranty applies only to the original registered owner of an OHM bicycle and is not transferable. This warranty applies only to OHM bicycles purchased from and assembled by authorized OHM dealers.

This limited warranty does not apply to normal wear and tear, nor to defects, malfunctions, or failures of bicycles subjected to abuse, neglect, improper repair, improper maintenance, alteration modification, and accident or other improper use.

To obtain warranty service, the original owner must deliver the bicycle, warranty card and bill of sale to an authorized OHM dealer. All labor charges for warranty service are the responsibility of the bicycle’s owner. OHM shall repair or replace all parts that are found by OHM to be defective and covered by the limited warranty. All freight charges for warranty service will be borne by the original owner.

This is the exclusive remedy under this warranty. Any and all other remedies and damages that may otherwise be applicable are excluded including, but not limited to, incidental or consequential damages or punitive damages.

This is the only warranty made by OHM on its frames and components and there are no warranties which extend beyond the description herein. Any warranties that may be otherwise implied by law including, but not limited to, any implied warranty of merchant ability or fitness for a particular purpose are excluded.

Do you have a referral program?

We do offer a referral program! Customers can earn referral credit for each friend they refer who purchases a bike. By referring friends you can save them $100 on their purchase, and receive $50 OHM credit for your next purchase.

Simply contact us through email, with your name and address and we’ll send you a referral package. Help yourself, help your buddies and help OHM… not a bad deal if we say so ourselves.

How do I pre-order a bike?

If you’ve been shopping recently, you may have discovered that e-bikes are in short supply.

E-bikes have become more popular than ever and this increased demand means that delivery times are longer than usual.

Pre-order options:

1.) Pre-order with 50% down payment - locks in current pricing.

2.) Pre-order with full payment - locks in current pricing and includes complimentary Kinekt Isolation Seatpost ($349.00 value)

This limited run will arrive in Sept/Oct 2022.

Shipping

How much does shipping cost?

E-Bike orders:
Standard Ground shipping at flat rate of $179.00.
Expedited shipping (Not currently offered)

Accessories orders (except batteries and bulky items)
Standard Ground shipping at flat rate of $20.00.
Expedited shipping at flat rate of $30.00.

Batteries and bulky items
Standard Ground shipping at flat rate of $59.00.
Expedited shipping at flat rate of $129.00.

Shipping to addresses outside the continental US (Hawaii, Alaska, US Territories and Military Addresses) please contact us for shipping quotation.

How do you ship your e-bikes and accessories?

For Canadian addresses, we ship through Canpar, UPS or FedEx. For USA addresses, we ship through UPS and FedEx.

When will my order arrive?

Once your order is placed, please allow 2 business days to pick and prepare your order. You can expect your order to arrive in the next 5 to 7 business days once you get the tracking information through email.

USA Deliveries
Orders sent to US addresses will take 7-10 business days. Customs may generate an unexpected delay which may result in additional transit times.

Returns & Exchanges

Can I return e-bikes or accessories for a refund?

You may return new, unused products purchased from us within 30 days of delivery for a refund. Bikes must have less than 100km (60mi) to be eligible for return.

New, unused products must be returned in the same condition in which you received them, and with original packaging. You must provide a receipt or other proof of purchase. We will not accept the return of products damaged due to abuse or misuse.

You will receive a refund for products returned in new, unused condition and store credit for the return of a used product in good condition as described above. All returns are subject to a 10% restocking fee.

Refunds and credits are issued upon receipt of your return by our Service Department. Call our Service Department at (604) 770-2600 if you need assistance.

Please note, all demo bikes are final sale and may not be returned. Final sale bikes are listed as Demo Deals on our website.

Please address all returns to:

OHM Cycles Canada Ltd.

103 - 930 Harbourside Drive,

North Vancouver BC,

Canada, V7P 3S7



There are certain situations where only partial refunds are granted

Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

What is the difference between class 1, 2 and 3 e-bikes?

The Bicycle Product Suppliers Association (BPSA) class system defines the following categories of electric bicycles (source):

1) A “class 1 electric bicycle,” or “low-speed pedal-assisted electric bicycle,” is a bicycle equipped with a motor that provides assistance only when the rider is pedaling, and that ceases to provide assistance when the bicycle reaches the speed of 20 miles per hour.

2) A “class 2 electric bicycle,” or “low-speed throttle-assisted electric bicycle,” is a bicycle equipped with a motor that may be used exclusively to propel the bicycle, and that is not capable of providing assistance when the bicycle reaches the speed of 20 miles per hour.

3) A “class 3 electric bicycle,” or “speed pedal-assisted electric bicycle,” is a bicycle equipped with a motor that provides assistance only when the rider is pedaling, and that ceases to provide assistance when the bicycle reaches the speed of 28 miles per hour, and is equipped with a speedometer.

How can we help?

Technical

Where can I download a User Manual?

Click on the links below to view user manuals:

OHM User Manuals:

OHM Quick Start Guide

OHM User Manual

Shimano STEPS User Manuals:

Shimano STEPS User Manual

Download the Shimano E-Tube App

Where do I find the serial number on my bike?

Locate the serial number of your bike:

2020 to present
QR code on underside of downtube.

2017-2019:
Engraved on lower section of seat tube. Behind the crankset.


2014-2016:
Engraved on top or underside of kickstand bracket.

2008 - 2014:
Engraved under bottom bracket.

What is the difference between class 1, 2 and 3 e-bikes?

The Bicycle Product Suppliers Association (BPSA) class system defines the following categories of electric bicycles (source):

1) A “class 1 electric bicycle,” or “low-speed pedal-assisted electric bicycle,” is a bicycle equipped with a motor that provides assistance only when the rider is pedaling, and that ceases to provide assistance when the bicycle reaches the speed of 20 miles per hour.

2) A “class 2 electric bicycle,” or “low-speed throttle-assisted electric bicycle,” is a bicycle equipped with a motor that may be used exclusively to propel the bicycle, and that is not capable of providing assistance when the bicycle reaches the speed of 20 miles per hour.

3) A “class 3 electric bicycle,” or “speed pedal-assisted electric bicycle,” is a bicycle equipped with a motor that provides assistance only when the rider is pedaling, and that ceases to provide assistance when the bicycle reaches the speed of 28 miles per hour, and is equipped with a speedometer.

How far can I ride on a single charge?

Generally you can expect a range of 55km in Boost mode and 120km in Eco mode.

Our customers average distance per charge is 100km. (Some customers ride 200km and others 50km)

Speed, terrain and rider weight all have an effect on the total range.

Service

How often do I need to get a tune-up?

An OHM e-bike is built with some of the best components and electronics available today and was designed to make your riding life as hassle-free as possible. 

However, a beautiful machine like this does still require regular maintenance. 

How often do I need to get a tune-up?

You should be getting your bike tuned every 6 months, or every 1000km of riding – whichever of those comes first.    

What exactly needs servicing?

Remember that your e-bike is also a mechanical creature.  Most of the maintenance required is for the drivetrain (chain and gears) and for the brakes. 

We will also update your Shimano software to the latest offering, which often improves performance with battery management updates.  Plus, sometimes there are new features added! 

 

 

 

 

 

 

Why replace a chain if it isn’t broken?

Your chain is crucial to your bike’s operation.  This is the link between your leg power and the rear wheel.  Amplified by the mid-drive motor, the chain on an e-bike undergoes a higher degree of stress than the chain on a normal bike.  

Chains will stretch over time.  A worn chain does not fit nicely on the teeth
of your gears and will prematurely wear them (in addition to making horrible grinding noises once it doesn’t sit properly anymore!) 

 Replacing your chain once worn will save you money

If you wait too long, you’ll need to replace the entire drivetrain, which is certainly more expensive. 

What’s the usual timeline for parts replacement?

This depends on how you ride your bike.  Riders bombing down hills at 50km/h with a crate of milk will need new brake pads more regularly. 

In general, this is what we see:

Chain: 1500-3000km

Brake Pads: 1500-3000km

Cassette: 3000-6000km

Battery: 5 years, 15000-20000km

A clean bike is a happy bike

But leave the dish soap in the kitchen sink. The best option is to use a bike-specific product like the WD-40 bike wash.

This will be safe for anything on your bike.  Dish soap in particular will make your brakes unbelievably squeaky.  You definitely won’t be reaching for your bell if you contaminate your brake rotors!

Keeping your bike clean will prevent premature wear, so you get the best lifespan out of all your components. 

Happy riding!

Get in touch

Have questions about your order, or a general enquiry?