Last Updated: September 6, 2025

At Evoque, we prioritize delivering your electric bike quickly and efficiently. This policy details our shipping methods, costs, and procedures to ensure you have a smooth experience.

1. Order Processing & Dispatch

• Dispatch Time: Typically, in-stock items are dispatched from our warehouse within two business days of your order's confirmation.

• Custom Orders: Please note that customized, assembled, or orders with special requests may require extra processing time. This will be communicated to you during the order confirmation process.

• Confirmation: You will receive an order confirmation email once you place your order, followed by a separate email with a tracking number once your e-bike is shipped.

2. Shipping in Canada

• Flexibility: We offer the flexibility to pick up your e-bike from a local dealer or have it delivered directly to your doorstep. We ship across Canada, but please note that orders cannot be shipped to P.O. boxes.

• Delivery Times: Once shipped, delivery within Canada usually takes 2-4 business days. Delivery times may vary depending on the destination.

3. Shipping Costs

• Shipping costs for electric bikes range from $149 to $399 CAD.

• These costs are non-refundable and depend on the destination, the bike's size and weight, and any additional services you may require. The final shipping cost will be calculated at checkout.

4. Post-Shipment Changes

• Any post-shipment changes, such as address updates, placing the order on hold, or changing shipping preferences, may result in a delivery delay.

• Changes to the model, color, or size of your e-bike must be made before the order has been dispatched.

5. Damaged or Lost Items

• Lost Items: We are not liable for any loss, theft, or damage to items caused by third-party shipping carriers once the item has been dispatched.

• Damaged Delivery: If your product arrives damaged, you must report the damage to Evoque within seven (7) days of receipt. Your report must include pictures or videos of the shipping damage and proof of purchase.

  • For minor cosmetic damage: Note it on the Bill of Delivery before signing and notify us immediately with pictures.

  • For significant safety damage: Refuse the delivery, clearly note the damage on the Bill of Delivery, and inform us immediately with pictures.

6. International Shipping

• For international shipping inquiries, please contact our customer support team at contact@evoqueca.com. They will guide you through the process, including any additional charges or customs requirements.

7. Returns and Exchanges

• We have a no-return policy on all e-bikes. All sales are final.

• We only offer exchanges for faulty parts under the terms of our Warranty and Exchange policies. For details on how to process an exchange, please refer to our Return & Exchange Policy. The customer is responsible for all shipping costs associated with an exchange.