Frequently Asked Questions
Can I change my billing or shipping address after I’ve placed my order?
Email the team at hello@truenorthbikes.com before the order is shipped to update the delivery address.
How can I track my order status?
You will be emailed a tracking number once your order is received and shipped.
How and when will I recieve my refund?
Square refunds typically take between 2-7 business days to process and another 2-7 business days for the funds to post to the customer’s account, making the total processing time 4-14 business days. The final posting time is dependent on the customer’s bank
How difficult is it to assemble the bike myself?
In‑store pickup : Your bike is fully assembled and charged; just ride away.
Home delivery : The bike arrives 95 % assembled and takes about 30–45 min to finish:
Fit front wheel (2 axle nuts)
Bolt handlebar to stem (4 hex bolts)
Mount front light (2 hex bolts)
Torque‑check all fasteners & inflate tyres
- Add any accessories
For best results, have a qualified bike mechanic complete the setup.
How does your 7-day return work?
The customer is responsible for covering the cost of return shipping. To initiate a return, please contact our support team at hello@truenorthbikes.com. We will provide detailed instructions for the return shipment.
I have received the wrong product/I am missing one of my products. What should I do?
Please contact our support team at hello@truenorthbikes.com with your order number and an image of the shipping contents. Our team will ship missing items upon review confirmation.
What are the shipping costs?
We offer free shipping for orders over $100, and flat rate shipping for smaller orders.
What delivery options do you offer?
Pick up orders are usually ready within 4 hours of order confirmation (Tue-Sun during open hours).
Deliveries are shipped within 3 business days and usually arrive in 3–14 days.
What do I need to bring when I pickup my bike through in-store pickup?
Bring your order confirmation email (on your phone is fine), and a photo ID to confirm your identity matches the order.
What is legally considered an e-bike in Australia?
A legal e-bike in Australia is generally treated as an Electrically Power-Assisted Cycle (EPAC). In most states and territories, that means pedal assistance, a 25km/h assistance cut-off, and a motor rated up to 250 watts continuous power. NSW is transitioning back to the same 250W limit, with some existing 250W to 500W e-bikes allowed during the transition period until 2029. For buyers, the safest rule is simple: choose an EN 15194-certified, pedal-assist e-bike rated at 250W with assistance that cuts out at 25km/h. E-bikes that exceed these limits may be treated as motor vehicles and may not be legal for use on public roads or shared paths.
What certifications make an e-bike legal in Australia?
Two certifications verify both safety and legal behaviour. EN 15194 and AS 15194 check continuous rated power, the 25 kilometre per hour assist cutoff, and throttle behaviour. UL 2849 verifies electrical and thermal safety but does not confirm power or speed limits. To understand all three pathways, refer to: E-Bike Certification Standards in Australia.
Are 1000 W e-bikes legal in Australia?
No. A 1000 watt e-bike is classified as an unregistered motor vehicle in every Australian state and territory. Even if the bike is digitally limited or UL certified, it does not meet EPAC requirements. For full details, see: Is a 1000 W E-Bike Legal.
Are throttles legal on e-bikes in Australia?
Yes, as long as they only operate up to 6 kilometres per hour as a walking assist. Any throttle that propels the bike above that speed removes it from EPAC classification.
Are 500 W e-bikes legal in Australia?
No. NSW has reduced the legal e-bike power limit to 250 watts continuous rated power, bringing it back into line with the rest of Australia. To be road legal, an e-bike must be pedal-assist, meet the relevant safety standard, and cut motor assistance at 25km/h. Higher-powered e-bikes are not legal for public roads or shared paths unless they are registered and treated as a motor vehicle. For a deeper breakdown of watt limits, see our guide:
What is the legal watt limit for e-bikes in Australia?
The limit is 250 W continuous rated power in every Australian state and territory, including NSW. Watt limits refer to the motor’s continuous rated power, not peak output or digitally limited output. Legal e-bikes must also be pedal-assist and cut motor assistance at 25km/h.
What certifications are required for e-bikes in NSW?
From 1 February 2026, NSW requires e-bikes sold in the state to meet mandatory safety certification requirements. Road-legal e-bikes are now limited to 250 W continuous rated power, in line with the national standard, and should meet EN 15194 or the relevant recognised safety standard.
What is continuous rated power on an e-bike motor?
Continuous rated power is the motor’s sustained output under normal operation, measured in watts. It is a hardware-defined value and cannot be legally changed with software. Australian law uses continuous rated power to define what is road legal.
Are digitally limited e-bikes legal?
No. If a motor is rated above legal limits (for example, 500 W or 750 W), it cannot be made legal by software limiting. Hardware wattage determines classification.
If I forgot my security pin can my bike still be unlocked?
You will need to contact our customer support team at hello@truenorthbikes.com
Does UL certification check power or speed limits?
No. UL checks electrical safety only. It does not test power restriction, pedal-assist behaviour, speed cut-off, or throttle operation.
What battery certifications should I look for?
Good e-bikes use batteries certified to EN 50604-1, IEC 62133-2, or UL 2271. These verify battery safety, thermal stability, protection against short circuits, vibration resistance, and packaging integrity.
Is the True North Zero legal in Australia?
Yes. The True North Zero is certified to EN 15194 with 250 W continuous rated power (national legal limit) and 450 W peak. It complies with required assist cut-off and hardware wattage rules.
What happens if I ride an illegal e-bike on public roads?
Police may issue fines, confiscate the bike, or classify the rider as operating an unregistered motor vehicle. Insurance claims may also be denied if the e-bike does not meet EPAC rules.
Do I need insurance for a legal e-bike?
Insurance is not required by law, but strongly recommended. Theft and liability cover can protect riders. Illegal e-bikes may be excluded from coverage.
