+ What are your hours?

Toronto: Our shop is open by appointment only for test rides, picking up or returning bikes, or service visits Monday - Friday 10am-7pm and Saturdays 10am-6pm

Vancouver: Our shop is open by appointment only for test rides, picking up or returning bikes, or service visits Tuesday - Saturday 11am - 5pm

+ Where are your shops located?

Please make an appointment if possible Toronto or Vancouver. Our locations are available here.

+ In which cities does Zygg operate?

We currently operate in Toronto and the Greater Vancouver area... and growing!

+ Do you sell new or used ebikes?

Yes. Please see our new and used ebikes for sale

+ What do you mean you deliver?

We deliver the ebike to you on Seasonal or Annual Plans for Personal plans! Once your order is approved, we'll contact you to book you in to either pick up your bike from our shop, or we'll arrange delivery right to your doorstep! We'll go over the ins and outs of the bike, make sure it is properly adjusted for you, and get you to do a quick test ride.

+ Can I use Zygg delivery or courier gigs?

Yes! We have a Delivery Plan for delivery gigs herewhich includes unlimited mileage!

Please note that if you plan to do any kind of delivery work using a Zygg e-bike you MUST subscribe for the Delivery Plan to avoid fines or overage fees..

+ What if my Zygg ebike gets a flat tire or needs servicing?

We've got you covered! We’ll either fix or swap your ebike, usually within 24 hours. Your subscription includes free servicing for normal wear and tear that occurs with riding a bike - this means we look after most flat tires and wear on components such as brakes, gears, motor etc. caused from normal riding on paved roads and paths.

We ask that you do not bring your Zygg to another bike shop for servicing or try to repair it on your own.

Remember: treat your Zygg ebike as you would your own. You’ll be responsible for damage to the ebike due to an accident (regardless of who caused it) or negligence.

+ Do you provide a lock with the ebike?

Yes! Every Zygg ebike comes with a 2 part locking system: the rear-wheel has a built in frame lock, that is used in combination with a plug in chain to lock the ebike securely to a post, rack or other immovable object. Both locks must be used EVERY time you lock the ebike for it to be securely locked. The ebike battery is locked to the bike with a key, so you can remove it and take it with you when you leave the ebike.

Always take a photo of your ebike showing it locked securely each time you lock it, and you'll pay a reduced rate in the case that your ebike is stolen.

+ What would happen if my ebike were stolen?

Bike theft is a serious problem. The best way to safeguard against it is to ALWAYS lock your bike, EVERY TIME with the locking system Zygg provides. Never leave your bike locked up overnight on the street or at an otherwise insecure outdoor location, such as a front porch or accessible backyard. ALWAYS take a photo of your ebike showing it locked securely EVERY TIME you lock it, so that you'll pay a reduced rate in the case that your ebike is stolen.

What you will pay if your ebike is stolen depends on both your actions and the Liability Limit you have contracted:

• You are always responsible for any batteries stolen, either independently or stolen with an ebike ($500). This cost is in addition to any liability cost for a stolen ebike, below. So always remove the batteries when you leave the bike locked up.
• $1,000 (Standard Theft Protection) - You'll pay this if you locked the bike properly as per our Liability Policy, and have a photo to prove it. This is our Standard Liability Limit which comes with all Subscriptions and Trial Rides.
• $350 (Theft Protection Plus) - You'll pay this if you locked the bike properly as per our Liability Policy, have a photo to prove it, AND have contracted our Theft Protection Plus option. This option is available on Personal Subscriptions for $10/month, and on Delivery subscriptions for $25/ month.
• $2,500 (Void Theft Protection) - You'll pay this if you are unable to show a photo of the ebike locked securely before it was stolen, OR if you do not have all of the keys Zygg provided to the bike which was stolen.
• taxes apply to all costs above

And if you are reading this because your ebike was stolen:

Take a deep breath and then fill out our online theft report immediately. Once we receive this, our team will contact you with next steps and how to report it stolen to the Toronto Police. DO NOT call 911 unless it is a theft in progress.

+ What are the requirements to sign up for an ebike?

To get a Zygg ebike, you must

• Be 18 or over
• Pay with a Canadian Credit or Debit card in your name
• Provide valid Photo ID to prove your identity (Drivers License/Photo ID Card/Passport/ Permanent Resident Card/ Heath Card/ Canadian Citizenship Card)
• Provide a current proof of address. Accepted documents include:
  • Utility bill (Gas/ Hydro/ Internet monthly statement)
  • Bank statement (monthly PDF or paper copy)
  • Phone bill (monthly statement)
  • Pay Stub
  • Recent income tax Notice of Assessment
  • Home Insurance Policy

The following are not accepted as valid Proof of Address:

• Lease agreements
• Online banking profile
• Delivery receipts from online purchases (Amazon, Uber etc.)

+ What happens after I order? How soon will I get my ebike?

After you place your order through our website, you'll be asked to submit Photo ID and Valid Proof of address, as well as to sign a waiver and liability policy as part of the application process.

It usually takes about a day to get you approved, but it can take longer if the documents you submitted are not sufficient.

After account approval, we'll contact you to let you know that we have a bike available. You can then either book to pick it up from our shop (usually the quickest way to get a bike) or schedule home delivery if you are on a seasonal or annual personal plan.

+ What methods of payment does Zygg accept?

Zygg currently accepts the following payment methods for trial rides and recurring subscriptions:

• Canadian Credit Cards (Visa, Mastercard, Amex)
• Canadian Debit Cards
• Foreign credit cards (Security deposit of $500 minimum required with foreign credit cards payments)

Please note that for all card payments the card MUST be in the Rider's name. We do not accept payments made on behalf of a rider by a third party.

Zygg does NOT accept:

• Prepaid Cards
• Foreign Debit Card

+ Will I need to pay a security deposit to get on a Zygg?

All Zygg subscriptions require a $200 refundable security deposit.

+ Can I just come to your store to sign up and pay?

The ordering process must all be done online through our website. It usually takes a day to process your order and approve your account before we can have a bike ready for you to book pick up.

+ Do I need a driver’s license to ride a Zygg?

Nope! In Canada, you don't need a license for an e-bike anymore than you'd need a license for a regular bike.

+ Which plan is right for me?

If you are using the bike at all for gig work such as food delivery, you must the on the Delivery Plan. If you are using the bike solely for recreational or commuting purposes, them the Personal Plan is for you. You can choose any Model of ebike offered on each of those plans

As for the commitment length, if you are just testing out how an ebike fits into your life, try one of our weekly/monthly plans for more flexibility. If you are ready for a longer commitment, take advantage of our lower monthly rates on longer plans like the Annual.

+ What’s included with a Zygg Subscription?

To ensure that you get the most of your Zygg ebikes riding experience, your subscription includes:

• A safety-checked and fully maintained ebike
• A secure locking system
• An ebike charger
• Awesome customer support by phone, text or email
• Free maintenance and repairs for normal wear and tear issues
• Reduced liability options in case of theft or damage

+ What do you mean by Theft Protection?

All of our plans come with Standard Theft Protection in the case of Theft of the ebike, but you can purchase Theft Protection Plus for an additional monthly fee of $10 on a Personal Plan , or $25 on a Delivery Plan.

For Damage to the bike:

Your Zygg ebike includes free servicing for normal wear-and-tear that occurs with riding the ebike - this means we look after most flat tires and wear on components such as brakes, gears etc. free of charge.

You are, however, responsible for costs related to non wear-and-tear damage, including accidents - even if you were not at fault. Damage is NOT covered by our Theft Protection plans.

For Theft of the bike:

What you will pay if your ebike is stolen depends on both your actions and the Theft Protection plan you have contracted:

• You are always responsible for any batteries which are stolen ($500), above any beyond these Liability costs below. So always remove the batteries when you leave the bike locked up.
• $1,000 (Standard Theft Protection) - You'll pay this if you locked the bike properly as per our Liability Policy, and took a photo to prove it. Our Standard Liability Limit which comes with all Subscriptions and Trial Rides.
• $350 (Theft Protection Plus) - You'll pay this if you locked the bike properly as per our Liability Policy, took a photo to prove it, AND have contracted our Reduced Liability option.
• $2,500 (Void Theft Protection) - You'll pay this if you are unable to show a photo of the ebike locked securely before it was stolen, OR if you do not have all of the keys Zygg provided to the bike which was stolen.
• Taxes apply to all fees above

Bike theft is a serious problem. The best way to safeguard against it is to ALWAYS lock your bike, EVERY TIME with the locking system Zygg provides. Never leave your bike locked up overnight on the street or at an otherwise insecure outdoor location, such as a front porch or accessible backyard. ALWAYS take a photo of your ebike showing it locked securely EVERY TIME you lock it, so that you'll pay a reduced rate in the case that your ebike is stolen

+ Can I upgrade my plan or change my subscription?

Yes! If you would like to change your plan to a longer commitment, such as Annual, contact our team so we can arrange that. We can also help with any other adjustments that you may want to make to the Model you are riding or the plan you are on.

+ How do I cancel my subscription?

When you're ready to cancel your subscription, just reach out to our team by phone or email so we can book you in to return your ebike. Please let us know at least 3 days before the end of your billing cycle.

Remember that if you cancel your subscription before you have fulfilled the minimum commitment (12 monthly payments for an Annual Plan, for example) early termination fees will apply.

+ What happens if I want to end my contract early?

If you want to cancel your subscription but you haven't yet met the minimum period of the subscription term you contracted you'll need to pay an Early Termination Fee, or complete the subscription term (whichever costs less).

• Annual Plan or Seasonal Plan: $100+tax, plus back payment at the Monthly plan rate for the months that you paid at the discounted rate.
• Minimum 4 Week Delivery Plan: $100.
• Minimum 12 Week Delivery Plan: $150.
• Minimum 3 Month Delivery Plan: $100, plus back payment of $30 for each month you paid at the discounted rate.