FAQ's

How far can I ride on a single charge?

Our high-performance e-bike models (like the Caribou, Portage, Nahanni, and Laurentian) utilize a premium Samsung 720Wh battery platform that delivers up to 80 km of range on a single charge under optimal riding conditions.

How long does it take to charge the battery?

A full charge takes between 4 to 6 hours using the included standard charger.

Do I need to leave the battery on the bike to charge it?

No. All CCM e-bikes feature a convenient removable battery design with dual-charging capability. You can plug it in while it’s mounted to the frame, or pop it out to charge safely inside your home or office.

How should I store my battery during the off-season?

If you aren't riding for an extended period, remove the battery from the bike. Store it in a cool, dry place inside, and keep the charge level between 40% and 60%. Check on it every couple of months and top it up slightly if needed—never store it completely empty or completely full for long periods.

What is the top speed of CCM e-bikes?

Our e-bikes are engineered to assist you up to a maximum legal speed of 32 km/h (20 mph). Once you hit this limit, the motor will smoothly cut off, but you can still pedal faster under your own power.

What is a torque sensor, and how does it work?

Unlike basic cadence sensors that just detect if you are pedalling, our intelligent torque-sensing pedal assist measures exactly how hard you are pushing down on the pedals. It reacts instantly with zero lag, matching your physical effort with smooth, natural-feeling power.

Do these bikes have a throttle?

Yes. Our models are equipped with five levels of pedal assist for a natural ride, plus an on-demand thumb throttle for those times you want a quick boost or need help conquering a particularly steep hill with zero pedalling effort.

How do I know what frame size is right for me?
Our bikes feature a balanced M/L geometry. As a general rule of thumb:

• Medium Geometry: Optimized for riders from 4'11" to 5'9" for a more nimble, easy-to-manage footprint.
  
• Large Geometry: Built with an extended reach for taller riders ranging from 5'6" to 6'4".
  

What comes inside the box?

Every CCM e-bike ships with everything you need to hit the road securely: the bike assembly itself, the premium charger, a dedicated tool pack, a printed user manual, and a registration QR code.

Are the brakes difficult to maintain?

Our performance models feature upgraded hydraulic disc brakes (utilizing oversized 203mm front and 180mm rear rotors). Hydraulic systems provide massive, weather-proof stopping power and actually require less day-to-day adjustment than traditional cable-actuated brakes because they automatically adjust as the pads wear down.

How do I track my ride data and secure my bike?

Smart tech is fully integrated into our modern frames. You can download the dedicated CCM Smartphone E-Bike App to view live metrics like speed, battery capacity, and trip history.

What is the warranty on a CCM e-bike?

CCM e-bikes purchased directly from CCM are automatically covered by a 2-Year Manufacturer's Warranty against manufacturing defects, beginning on the original date of purchase.

CCM e-bikes purchased through an authorized third-party retailer include a 1-Year Limited Warranty as standard. To extend coverage to a full 2-Year Manufacturer's Warranty, simply register your bike with us and provide proof of purchase.

Please note that, in accordance with Canadian regulations, CCM does not offer lifetime warranties on bicycle frames.

How do I submit a warranty claim?

Warranty claims can only be submitted for bikes that have been registered through our website. During registration, you'll be asked to provide proof of purchase to activate your warranty coverage.

Once your bike is registered, visit the Submit Support Request page and complete the form. Include details of the issue along with any supporting photos, and our team will review your claim and contact you with next steps.

• E-Bikes: 3–5 business days
• Accessories & Parts: 5–7 business days

Once your order hits the road, you'll get a confirmation email at the address on file. For any third-party shipments outside our standard process, we can't provide additional tracking documentation — that's on the carrier's side of the road.

FREE SHIPPING IN CANADA

Orders of $100 or more ship free across Canada — full bikes included. No games, no gimmicks. Just gear moving fast.  We cannot deliver to PO Boxes, and a surcharge may apply for remote areas.  Please contact us for details.     

OUTSIDE CANDA

Due to tariffs and carrier regulations on high-capacity lithium-ion batteries, we are unable to ship e-bikes, batteries, displays, or controllers outside of Canada at this time.

CARRIERS

We ship via preferred carriers based on your order size and delivery location. We'll consolidate into one box when possible, but big orders may go out in multiple shipments.

• Signature required: Battery-only shipments require a signature by law. Bike orders do not.
• Lost or damaged packages: CCM is not responsible for items lost, stolen, or damaged due to carrier actions. If something goes sideways in transit, you'll need to take it up with the carrier directly.

WRONG ADDRESS?

We cannot make address changes or redirects on live orders. If you entered the wrong info, the order will need to be cancelled, refused, or returned to the sender. Once we receive it back, we'll process your refund within 3–5 business days.  Charges may apply.

REFUSED SHIPMENTS

If you refuse delivery on an order you asked us to ship, a flat fee of $250 per e-bike will be deducted from your refund to cover our shipping costs. We can't intercept or cancel orders that are already in transit. Once the refused shipment arrives back to us, we'll issue your refund to the original payment method, less $250. You must notify us of any refusal to avoid delays.

If something you ordered hasn't shown up within 14 days of the order date, get in touch with your order number and we'll investigate immediately. After 30 days, we close the book on that order. If we confirm an item never shipped, we'll get a replacement out fast. If it's out of stock, you'll receive a full refund for that item.

NEW & UNUSED — WITHIN 14 DAYS

Return any new, untouched item within 14 days of delivery for a full refund minus return shipping. Bikes must show 0 kilometres on the odometer. Refunds are processed within 7 business days of receipt and inspection. Return shipping: $125 for bikes, $15 for everything else. No restocking fee.

USED ITEMS — WITHIN 14 DAYS

Rode it? You can still return it within 14 days, but a 50% restocking fee applies. Items must be free of damage. E-bikes with greater than 50 kilometres on the odometer are not eligible for return and will not be refunded.

HOLIDAY RETURNS

Purchases made between November 21st and December 24th can be returned until January 6th of the following year, provided the items are in new, unused condition.

Return shipping costs are your responsibility and are non-refundable.

All returns require a return authorization. Please email us at support@ccmbikes.com to initiate. We do not accept COD returns.

RETAILER PURCHASES

Bought through one of our retail partners? Their return policy applies — not ours. We only accept returns on orders placed directly at CCMbikes.com. Contact your place of purchase for their terms.

BATTERY RETURNS

Due to safety regulations on high-capacity lithium-ion batteries, battery purchases are final and non-returnable. Carrier restrictions make consumer battery returns via shipping impossible.