CCM eBike Support

Before contacting support, check the following:

• Ensure the battery is charged.
• Confirm the battery is fully installed and locked into place.
• Verify that the battery power switch is turned on (if applicable).
• Check that all visible display and battery connections are secure.
• Look for any error messages on the display.

If your bike still won't power on, submit a support request and include your bike model and serial number.

Please verify:

• The charger is properly connected to both the battery and power outlet.
• The outlet is functioning correctly.
• The charger and battery are dry and free from debris.
• The charger and battery show no signs of damage.
• The battery is being charged within the recommended temperature range.

For safety reasons, never use a damaged battery or charger.

If an error code appears:

• Take a photo of the display.
• Record the error code.
• Note when the issue occurs.

When contacting support, include:

• Bike model
• Serial number
• Error code
• Photos of the display

Providing this information helps our team diagnose the issue more quickly.

Unexpected sounds may be caused by:

• Loose fasteners
• Brake adjustments
• Drivetrain wear
• Chain alignment issues
• General component wear

If the noise persists or appears safety-related, discontinue riding and contact support for assistance.

We can help identify the correct replacement parts for your CCM e-bike.

Please provide:

• Bike model
• Serial number
• Photos of the component (if possible)

This helps ensure you receive the correct replacement part for your bike.

For your safety:

• Only use approved CCM batteries and chargers.
• Never leave a battery charging unattended.
• Do not charge batteries overnight.
• Store batteries in a cool, dry location.
• Keep batteries away from direct heat and flammable materials.
• Never use a battery that has been dropped, damaged, or exposed to water.

If your battery becomes unusually hot, emits smoke or odours, appears swollen, or shows signs of damage, stop using it immediately and contact support.

To begin the return process, please contact our support team and include:

• Order number
• Product name
• Reason for return
• Photos (if the item is damaged or defective)

Email: support@ccmbikes.com

Returns sent without prior authorization may be delayed or refused.

New and unused e-bikes may be returned within 14 days of delivery for a full refund, less applicable return shipping charges.

To qualify for a return:

• The bike must be in new and unused condition.
• The odometer must show 0 kilometres.
• A return authorization must be obtained before shipping the bike back.

Refunds are processed within 7 business days after the bike has been received and inspected.

Yes, used e-bikes may be returned within 14 days of delivery provided:

• The bike is free from damage.
• The odometer shows less than 50 kilometres.

A 50% restocking fee will apply to all approved used-bike returns.

E-bikes with more than 50 kilometres on the odometer are not eligible for return and will not be refunded.

Return shipping charges apply to all approved returns and will be deducted from your refund.

• E-Bikes: $125
• Accessories & Parts: $15

Original shipping charges are non-refundable. This only applies within Canada.

Yes.

Purchases made between November 21 and December 24 may be returned until January 6 of the following year, provided the items remain new, unused, and in their original condition.

No.

Due to transportation and safety regulations surrounding high-capacity lithium-ion batteries, all battery purchases are final sale and cannot be returned.

Yes.

If you purchased your CCM e-bike from an authorized retailer, please contact CCM directly before returning your bike. Our team will review your request, confirm eligibility, and provide return instructions if applicable.

Do not return your bike to the retailer. To ensure the fastest resolution, all return requests must be authorized by CCM before the bike is shipped.

For assistance, please contact our support team at support@ccmbikes.com.

If an order has already shipped, it cannot be cancelled while in transit.

If delivery of an e-bike is refused, a $250 shipping fee per bike will be deducted from your refund to cover shipping and handling costs.

Please notify CCM if you intend to refuse delivery to help avoid processing delays.

Once your return has been received and inspected, approved refunds are typically processed within 7 business days.

Refunds will be issued to the original method of payment.