SHIPPING & DELIVERY POLICY

Last updated March 14, 2024

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

Shipping Partners

Evoque is proud to partner with leading logistics providers to ensure reliable and efficient delivery of your orders across Canada. Our shipping partners include:

• Day and Ross
• Apex Motors
• FedEx
• Gardewine

Evoque offers two convenient shipping options for our customers:

• In-Store Pickup: 

• Customers can choose to pick up their orders from our store location at 1-2905 Argentia Rd, Mississauga ON L5N 8G6. 
  In-store pickup is available for all bikes.
• Pickups are available Monday-Sunday (10 am - 6:30 pm).
• An email confirmation will be sent to you when your order is ready for pickup.

We offer various shipping options. In some cases, a third-party supplier may be managing our inventory and will be responsible for shipping your products.

Free Shipping

• We dont offer free shipping .
• Once your order is packaged, we will send an email with your tracking information.

Do You Deliver Internationally?

• We do not offer international shipping.

Are There Other Shipping Restrictions?

• Shipping is available within Canada only.

What Happens If My Order Is Delayed?

• If delivery is delayed for any reason, we will let you know as soon as possible and will advise you of a revised estimated date for delivery.

Processing and Delivery Times

• Orders are dispatched to our shipping partners within 2 days of placement.
• Delivery is expected within 7-10 business days. Tracking information will be provided via email.

FAQs       

How can I track my order?

• Once your order is on its way, you will receive an email with the tracking information and instructions on how to track your delivery online.

What should I do if my order hasn't arrived within the expected delivery timeframe?

• Please contact us at Contact@evoqueca.com or 905-247-8090. Provide your order number for assistance.

Exchange Policy for Evoque

Overview

We are committed to your satisfaction. If you encounter a fault with a part of your product, we offer exchanges following confirmation from a certified technician at Evoque.

How to Initiate an Exchange

• Contact Us: Email us at Contact@evoqueca.com detailing the fault. Please include your order number and any relevant photographs or descriptions of the issue.
• Approval: Once we approve your exchange request, you will be instructed on how to return the faulty unit.
• Return Shipping: You are responsible for the shipping costs back to our address at 25 Vankirk Dr, Unit 4, Brampton, Ontario. Please provide a tracking number for your shipment.
• Inspection: Upon receipt, the returned unit will undergo inspection to verify the fault.
• Exchange Process: If the returned unit meets our criteria, we will process the shipment of the replacement unit promptly.

Exceptions

• Custom-built e-bikes, final-sale items, and clearance items are not eligible for exchange.
• Exchanges without prior approval will not be accepted.

FAQs

How long do I have to initiate an exchange?

• Please reach out to us within 30 days of receiving your product to initiate an exchange.

Who covers the cost of shipping for exchanges?

• The customer is responsible for the cost of shipping the product back to Evoque.

What if the replacement item is also faulty?

• Should the replacement item also exhibit faults, please contact us immediately for further assistance.

Can I exchange an item for a different product?

• Exchanges are only available for the same item in the event of a fault. If you wish to purchase a different item, a new order must be placed.

DISPUTE RESOLUTION AND CHARGEBACK AVOIDANCE

To ensure a seamless experience and resolve any disputes amicably:

• Contact Us First: If you have any concerns or issues with your product, please contact us directly at Contact@evoqueca.com or 905-247-8090. We are committed to resolving any issues promptly and fairly.
• Documentation: Keep all documentation of your purchase, correspondence with us, and any evidence of product issues. This will be helpful in resolving disputes efficiently.
• Escalation: If a resolution cannot be reached, we will provide information on further escalation procedures, including mediation or arbitration, to avoid chargebacks and ensure a fair outcome.

HOW CAN YOU CONTACT US ABOUT THIS POLICY?

If you have any further questions or comments, you may contact us by:

• Email: Contact@evoqueca.com