Terms and Policies

*Smartwheel reserves the right to amend these terms without prior notice. Revised terms become effective upon posting and govern all subsequent transactions based on the customer's order date.

1. Copyright and Trademark Notice

Unless otherwise specified, all materials appearing on this site; including text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of Smart Wheel Canada Inc., Copyright ©, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping in this store or placing an order and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted or distributed in any form or by any means without our prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.

2. Links

This site may contain links to other sites on the Internet that are owned and operated by third parties. You acknowledge that Smart Wheel Canada Inc is not responsible for the operation of, or content located on or throughout any such site. Your use of third-party websites is at your own risk and subject to the terms of those sites.

3. Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Smart Wheel Canada Inc reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item. If an order is declined or cancelled by Smartwheel after your payment has been processed, a full 100% refund will be issued promptly.

4. Multiple Product Orders

(a) In-Stock Orders: Items in current inventory typically ship within 1 to 5 business days. Items transferred from secondary or offsite fulfillment centers typically ship within 5 to 25 business days from order placement.

(b) Multiple Item Orders & Partial Shipments: For orders containing multiple items where certain products are in stock and others are on backorder or factory order, Smartwheel may offer you the option to ship available in-stock items immediately. Remaining items will be dispatched separately upon arrival under a re-confirmed estimated timeline.

(c) Pre-Orders & Factory Orders: Products listed as special order, factory order, or pre-order require transit from manufacturers or suppliers and carry extended estimated delivery timelines (ranging up to several weeks or months). Full payment is taken at checkout to reserve the order. Expected delivery dates ("ETAs") disclosed at checkout and/or on order receipts constitute the pre-agreed estimated delivery.

(d) Delivery Delays & Statutory Rights: If unexpected delays arise outside Smartwheel's control, we will promptly notify you. If delivery cannot be fulfilled within 30 calendar days past the agreed-upon disclosed ETA window, you will be provided the option to accept a revised delivery schedule, choose an alternate product, or cancel the delayed order/item for a 100% full refund with all fees waived.

5. Other Conditions

These conditions will supersede any terms and/or conditions you include with any purchase order, regardless of whether this store signs them or not. Smart Wheel Canada Inc reserves the right to make changes to this site and these conditions at any time.

6. Out-of-Stock Products, Delay Communications & Order Cancellations

(a) Order Delays & Merchant Default: If an ordered item becomes backordered, delayed, or unavailable beyond the stated ETA due to supply chain factors, Smartwheel will notify you promptly to offer alternate product selection, an agreed ETA extension, or order cancellation. If an order is cancelled prior to dispatch due to fulfillment delays exceeding agreed ETAs or merchant-initiated delays, Smartwheel will issue a 100% full refund, waiving all administrative, restocking, and merchant payment processing fees.

(b) Voluntary Customer Cancellations (Change of Mind): If a customer requests to cancel an order prior to shipment due to personal preference, change of mind, or buyer convenience (where Smartwheel is fully within agreed ETA estimated schedules), the cancellation is subject to standard processing and administrative fee deductions as set out in Clause 12 below.

7. Privacy

We keep your personal information private and secure. When you make a purchase from Smart Wheel Canada Inc, you provide your name, email address, credit card information, address, phone number and a password. We use this information to process your order(s), to keep you updated on your purchases and to personalize your shopping experience.

Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

We may contact you via email in the future to keep you informed about specials, latest offers & current promotions, new product or service addition to the store, or changes to this privacy policy. You may unsubscribe from our newsletters by following the unsubscribe instructions in any email you receive from us.

We use "cookies" to keep track of your current shopping session to personalize your experience and so that you may retrieve your shopping cart at any time.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

- See what data we have about you, if any.
- Change/correct any data we have about you.
- Have us delete any data we have about you.
- Express any concern you have about our use of your data.
- Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via our Contact us Page.

8. Privacy on Other Web Sites

Other sites accessible through our site have their own privacy policies and data collection practices. Please consult each site's privacy policy for more information. Smart Wheel Canada Inc is not responsible for the actions of third parties.

9. Shopping Cart Help

This online store is powered by combination of multiple apps and 3rd party shopping cart ecommerce solutions. The 3rd party ecommerce solutions provides the means to power this website but is in no way responsible for the activities/content found within. All content found on this site; including products, web copy, promotions etc., is the sole property of Smart Wheel Canada Inc and has no direct ties to any 3rd party company. If you have any questions about what appears inside this store, please contact us directly from our contact us page.

10. Typographical Errors

In the event a product is listed at an incorrect price or with incorrect specifications due to a typographical error, Smart Wheel Canada Inc. reserves the right to cancel any affected orders. If payment has been processed for a cancelled erroneous order, Smartwheel will immediately issue a complete 100% refund to the original payment method.

11. Taxes

Our store will automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the same state/province where Smart Wheel Canada Inc holds a presence. For orders shipped to other areas, you (the shopper) are solely responsible for any sales taxes and/or other taxes that may apply.

12. Accepted Payments

(a) Payment Methods: We accept major Credit Cards, Interac, PayPal, and third-party financing platforms (Affirm, Sezzle, iFinance) and more methods are added as needed for the convincen of customers. Read more about Financing on our Financing page

(b) Voluntary Cancellation & Return Fee Deductions: For customer-initiated, voluntary cancellations (change-of-mind prior to dispatch) or approved voluntary returns, Smartwheel reserves the right to deduct unrecoverable third-party payment processing fees from the refund balance (Credit Card/PayPal: up to 3.5%; Financing platforms: 5% to 12%).

(c) Statutory Refund Exception: Processing fee deductions do not apply to cancellations resulting from non-delivery exceeding 30 days past agreed ETAs or Extended ETAs, material misrepresentation, or major undisclosed product issues. In such instances, a 100% full refund is processed

13. Limitation of Liability & Consumer Safety

(a) Operating Care & Buyer Risk Acknowledgement: Smartwheel Canada Inc. strictly ensures all merchandise is sourced from reliable manufacturers, stored/handled according to manufacturer guidelines, and serviced by trained technicians following certified procedures. Buyers acknowledge that personal electric mobility products (e-scooters, e-bikes, ride-ons) carry inherent operational risks. Users must operate products responsibly in accordance with local transit laws, safety guidelines, and manufacturer operating manuals.

(b) Limitation of Financial Liability: To the maximum extent permitted by law, Smartwheel Canada Inc.’s total aggregate liability for any direct claims arising out of the purchase, delivery, or use of any product shall be capped at the actual purchase price paid by the buyer for the item.

(c) Exclusion of Consequential & Indirect Damages: In no event shall Smartwheel Canada Inc. be liable for any special, indirect, incidental, punitive, or consequential damages (including loss of use, property damage, or personal injury resulting from improper use or third-party defect), even if advised of the possibility of such damages. Third-party product defect claims shall be directed to the respective manufacturer warranty or liability policy. This limitation applies in all cases, whether based in contract, tort (including negligence), strict liability, or otherwise.

(d) Statutory Consumer Rights Protection: Nothing in this agreement excludes, restricts, or modifies any statutory warranties, implied conditions, or consumer rights provided under applicable provincial consumer protection legislation that cannot be lawfully excluded or waived.

14. Product Warranty Coverage & Claim Process

All products sold at Smart Wheel Canada Inc. (Later may be referred as "Smartwheel") website or instore carry Limited Warranty against manufacturing defects. Warranty terms and period may vary from brand to brand, item type, item condition if it is used or new or some products may be sold at "Reduced Warranty" or as "Special Warranty Terms".

All products carry manufacturer limited warranties against defects. Warranty terms provided by Smartwheel supplement, and do not replace or diminish, mandatory statutory consumer warranty protections provided under applicable provincial legislation. Detailed warranty coverages by brand and component are set out in our Warranty Portal.

Product Warranty Terms and Conditions

Product Warranty: All new, used, open box or refurbished items sold at Smartwheel are warrantied against manufacturer's defects for a period (period is defined further down below) from the date of purchase or delivery date in case of item is shipped. Some items may be sold as "Reduced Warranty" or "Special Warranty Term", which is usually listed under warranty tab on each product page, on the product page or on the invoice or order confirmation. Manufacturer warranty covers functional and electric components to ensure performance of the products and cosmetic or minor imperfections on body parts are not covered by the most Manufacturers. Each Warranty and Non-Warranty Service request once completed is also back by inhouse warranty against workmanship and repaired / replaced parts.
Local Laws: Please carefully read and understand the warranty terms for your purchase and how it relates to the local laws before using the product in your region.
Region of Use: The outlined warranty terms and conditions in this document apply to the products purchased and used in Canada Region only. Items sold outside of Canada must refer to Manufacturers directly.
Products Purchased through a Reseller or Dealer: These warranty terms also apply to products sold by authorized resellers, dealers, and retailers. It is the customer's responsibility to verify that the retailer is an authorized retailer prior to purchase. Please visit our Location / Dealer page for details. Items purchased from resellers, dealers, or retailers; you must contact them directly to initiate service request.
Proof of Purchase: You must keep original purchase documents for warranty service requests. This includes electronic receipts, order confirmation email, are all consider valid proof of purchase. Proof of purchases may be provided by other than the original purchaser in order to request service.
Extended / Protection Plan: Some products may offer optional SmartCare Protection plans to extend your warranty periods which works in conjunction with original manufacturer warranty to provide better experience to our customers as a convenience.
Final Approval: All warranty services are subject to final approval from the manufacturer and/or an assessment to confirm no damages are directly caused or are a result of damages by the user, rider or during shipping.
Lead Time for Service: The time frame to repair each item is not guaranteed however, we thrive to complete all repairs as quickly as possible to minimize the downtime for our customers. That’s our promise!
Location of Service: All Warranty and Non-Warranty services are provided from our Central Service Location (CSL) in Burlington, Ontario and some Affiliated Service Location (ASL) in other Cities or Provinces to add convenience to our customers depending on nature and complexity of the service. All products must be physically returned and picked up form our Warranty Center or Affiliated Service Locations at customers expense. Product being shipped to our Service Locations must be packaged properly and all cost of shipping to or from our location of service must be covered by the customer. If your claim is warranty related and it is approved by the manufacturer then 1-way return shipping to customer will be covered by Smartwheel.
Costs and Payments: All shipping costs as applicable, and cost of labor and parts as applicable must be paid prior to pickup or return of product. If products are not pickup up or invoices are not paid over 3 months after first notification of completion of service, products will be disposed off at customers expense and not further claim of product, or any amount in lieu of the products will be accepted.

Warranty Period

Category	Warranty Period	What's Covered (Manufacturing Defects Only)	Exclusions & Excluded Abuse
Parts - Structural	1 year on New Items 30 Days on Used / Refurbished	Main frame, moving mechanical parts, structure of the device against manufacturing defects.	Structural failure or frame damage resulting from stunt riding, jumping, exceeding weight limits, accidents, or unauthorized modifications.
Parts - Electrical	1 year on New Items 30 Days on Used / Refurbished	Controllers, drive motors, main circuit boards, wiring harnesses, and internal electrical components.	Failures or burnouts caused by over-speeding, cut-outs from improper firmware flashing, water/liquid damage, over-volting, or stunt riding.
Parts - Battery	6 Months on New Items 30 Days on Used / Refurbished	Battery defects related to manufacturing only (e.g., dead BMS, cell failure).	Capacity loss from normal wear and tear, over-charging, leaving fully discharged, exposure to extreme temperatures, storage failure, or water exposure.
Parts - Other / Wearables	30 Days on New Items or Parts 30 Days on Used / Refurbished	Tires, inner tubes, brake calipers/discs, and cosmetic components covered upon initial receipt/delivery only.	Flat tires, tube punctures, worn brake pads, or cosmetic scratches occurring after initial assembly or riding are not manufacturing defects.
Labor / Repair Service	6 Month on New Items 30 Days on Used / Refurbished	Local shop diagnostics, labor for replacement of covered parts, and technician repair workmanship.	Freight/shipping costs to bring the device to the service center (unless covered under an active SmartCare Extended Protection Plan).

14.1 Warranty Exclusions & Voiding Conditions

Warranty coverage provided/ honoured by Smartwheel Canada Inc. shall be rendered void or inapplicable under the following conditions:

Expiration: The product or component is beyond its applicable warranty period from the purchase date (or delivery date for shipped orders). Out-of-warranty units remain eligible for fee-based diagnostic and repair services.
Non-Manufacturing Defects: Damages, failures, or breakages resulting from normal wear and tear, accidents, or environmental factors rather than an inherent manufacturing defect.
User Abuse & Improper Use: Damage resulting from exceeding weight limits, stunt riding, jumping, curb/obstacle impacts, racing, off-roading outside product specifications, or failing to adhere to the Owner’s Manual.
Liquid & Environmental Damage: Water, liquid, or moisture ingress, corrosion, submersion, or exposure to extreme temperatures and outdoor elements.
Battery Misuse & Storage Neglect: Battery degradation or failure caused by overcharging, leaving the battery fully discharged for extended periods, improper winter storage, or using unapproved chargers.
Improper Packaging during Shipping: Damage caused by improper packaging or mishandling when returning a product to Smartwheel for service.
Lack of Documentation: Inability to provide proof of purchase, missing or altered serial numbers, or invoice discrepancies.
Unauthorized Resellers: Products purchased from non-authorized resellers or distributors operating outside their authorized market.
Unauthorized Modification or Improper Repair: Damage, electrical failure, or safety hazards resulting from unauthorized modifications, firmware alteration/flashing, self-repair attempts, or repairs performed by unapproved third parties.
Statutory Protection Guarantee: The exclusions listed above apply strictly to express manufacturer and dealer warranties. Nothing in this section waives, restricts, or limits statutory implied warranties of acceptable quality provided under applicable provincial consumer protection legislation.

15. Refund, Cancellation & Exchange

A. Returns / Exchanges:

Smart Wheel Canada accepts return of products purchased in store or online as per following terms:

Proof of Purchase: Return or exchange is accepted by providing original receipt (invoice) and reason for return or exchange.
Defective products on arrival (DOA), due to manufacturing and/or workmanship qualifies for full refund or free exchange.
Fulfillment mistakes, which result in the shipment of incorrect products qualifies for full refund or free exchange.
Unused / Unopened: products qualifies for full refund or free exchange (*return shipping and as applicable merchant fee deduction will apply). Due to nature of all electric mobility equipment including self-balancing equipment, escooters, eunicycles, ebikes, hoverboards, return or exchange are only accepted provided items are not used, assembled, opened, or altered from its original state or otherwise items would subject to restocking fees.
Restocking Fees, may apply as determined by the store management for any damaged or missing items or based on condition of use upon return. Smartwheel reserves the right to inspect and make final decision on the condition of the product upon return and may perform electrical test or visual inspection or other data collection from the device to determine its mileage and use.

Item Category	Return / Exchange Period	Condition of Product	Restocking Fee
All Electric Ridable Products i.e. escooter, ebikes, etc.	15 Days	New: unopened, unused, unassembled, unaltered and in original packaging. (all manuals, accessories, gifts with purchase must be included).	10% if opened, not used & have original packaging 15% if opened, not used & missing original packaging 20 - 30% if opened & used.
Accessories & Parts	15 Days	New: unopened, unused, unassembled, unaltered and in original packaging.
Personal Protective Gears	15 Days Exchange Only	These items cannot be returned. Exchanges may be allowed for size and color if items are unused.
Used	Non-returnable	Any items labeled and/or sold as Used / Refurbished / Floor Models / Demo / Final Sales / Open box
Services / Deliveries / Shipping	Non-returnable
Gift Card / Digital Downloads or Products	Non-returnable

B. Order Cancellation:

Shipped Orders: Orders dispatched from our facility can only be processed for return once delivered. When an item is in transit custody with the courier, it cannot be interrupted. Once delivered, returns or exchanges follow standard policy terms above. To return or exchange orders placed through our website, please Contact us with your order number and reason for exchange or return. Our team members are available to assist you during business hours of operations. *Return shipping may apply & Merchant fee deduction may apply.
Pending Shipping / Pending Pickup: Orders not yet shipped or picked up may be cancelled by contacting us. For voluntary change-of-mind cancellations, merchant fee deductions apply as outlined in Section 12 above. For cancellations resulting from merchant delays exceeding agreed ETAs, a 100% full refund is issued with all fees waived.
Pre-Orders / Special Orders: Pre-orders, special orders, and backorders reserve items promised for delivery at a disclosed ETA date. You may cancel or exchange products in accordance with agreed delivery schedules and Section 12 terms.

*See Payment Method / Merchant Fee deduction for details.

C. Refunds Processing

Processing Timelines: Once your request is submitted, it will be evaluated and processed based on the order value.
- For returns: The timeline begins on the business day the physical product is received and verified at our store or warehouse.
- For cancellations: The timeline begins on the day the cancellation request is successfully submitted through the portal (where no product shipment is involved).

Once your refund is officially processed by our team, you will receive an automated email notification. Please use the breakdown below to track the full timeline:

Order Total	Smartwheel Review & Approval	Merchant & Bank Processing
Under $1000 (<$1000)	3 to 5 business days	2 to 5 business days
Over $1,000 (≥$1,000)	5 to 8 business days	2 to 5 business days

Note: The processing times above are general guidlines under applicable provincial consumer protection; orders with concerns, requiring return of product or evaluation for restocking as applicable or complex payment structures may require additional evaluation time prior to final approval.

Pre-Orders: Refunds will not be processed if the designated return/exchange period for Pre-Orders has expired. In these instances, you will receive a store credit for the full amount to use toward future purchases.

Submitting a Request: All refund and cancellation requests must be submitted through our online self-serve portal via our Support Page or by logging into your Smartwheel Account.

*See Payment Method / Merchant Fee deduction for details.

16. Shipping & Delivery Policy

Most orders will ship the next business day, provided the product ordered is in stock. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.

Smart Wheel Canada only uses reliable carrier services as to ensure all deliveries are made on time and received by our customers in good condition. We ship merchandise to locations within Canada via Regular Canada Post Service as standard shipping or UPS standard as an alternate. We also use express services from UPS, Purolator & DHL for International or Express shipping depending on availability in destination region. For international customers, shipping (if not included or charged at the time of invoice), customs, duties and other expenses related to handling of the product must be paid by the buyer/receiver.

Shipping / Delivery Time:
Most in-stock orders will ship next business day after complete order receipt & full payment. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement. We target all completed orders to be shipped no later than 72 hours. Some orders depending on nature of payment, special shipping requirements and back ordered stock status may take longer than normal processing time and we try our best to keep our customers informed in these circumstances.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by this site or at the store or other parties only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability. For your reference you will be provided with Tracking number once your order is transferred to the shipping carrier.

If we are unable to ship or deliver your order past 7 days from your scheduled ship or delivery date unless otherwise agreed to an alternate date, you may qualify for a $25 credit* to your invoice or towards future purchases. If delay exceeds 15 days you may quality for $50 credit*

*No credit is available if the delay is beyond our control or caused due to reasons other than our own fault. Delays caused during confirmation of order details or pending incomplete order information do not quality. Shipping guarantee is not applicable to international orders, as international orders may take longer to process in general pending payment clearance from payment gateways.

Disclaimer:

Smartwheel Canada maintains full responsibility and risk of loss for all merchandise during transit until the shipment is confirmed as delivered by the carrier to the address provided on your order or collected at an official carrier depot. In the event of transit loss or damage prior to delivery, Smartwheel will handle all disputes and claims directly with the shipping carrier.

All orders once recorded as delivered by the carrier (including items left at the door, building mailroom, or collected from a depot) are deemed as successfully delivered. Post-delivery loss, damage, or theft occurring after successful carrier delivery is the buyer's responsibility.

Free Shipping

Get FREE SHIPPING in Canada on all main products weighing under 82lbs. To find out which item qualifies for free shipping, look for "Free Shipping" batch on the product images. Parts and Accessories do not qualify for Free Shipping offer. See details below.

FREE Shipping Disqualification Terms & Conditions:

Product weighing more than 82lb are subject to handling fee and/or charged Shipping due to special handling and shipping fees and are not qualified for FREE Shipping
All Parts, Accessories and Used items are excluded from FREE Shipping Offer and shipping costs will be calculated at checkout.
Canadian Territories Yukon, Northwest Territory and Nunavut Territories are excluded from the FREE Shipping offer.
Destinations in USA & International deliveries are not included in free shipping and charges will apply.
FREE shipping is only available for products shipping out from our warehouse to customer destinations. Return shipping are not Free. Visit Return & Exchange and Delivery and Shipping Policy for details.

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Terms and Policies

Terms & Conditions of Sale and Website Use | Smart Wheel Canada

1. Copyright and Trademark Notice

2. Links

3. Order Acceptance Policy

4. Multiple Product Orders

5. Other Conditions

6. Out-of-Stock Products, Delay Communications & Order Cancellations

7. Privacy

8. Privacy on Other Web Sites

9. Shopping Cart Help

10. Typographical Errors

11. Taxes

12. Accepted Payments

13. Limitation of Liability & Consumer Safety

14. Product Warranty Coverage & Claim Process

15. Refund, Cancellation & Exchange

A. Returns / Exchanges:

B. Order Cancellation:

C. Refunds Processing

16. Shipping & Delivery Policy

Free Shipping