Shipping & Refund / Return / Exchange Policies
Free Shipping & Delivery
Free shipping is offered on all orders over a $400 pre-tax value in your local currency except as noted on product pages for some clearance prices items. Canadian orders ship via UPS, Canpar, Purolator or FedEx. Oversize products (greater then 150lb) ship freight via Day & Ross. US orders ship via UPS or USPS. Due to the high value of the products, all PEV shipments (EUCs, eSkateboards, eScooters, & Onewheels), as well as all shipments with a pre-tax value of $200 or more, require a signature upon delivery with no exceptions.
US Shipping
At this time we are able to ship accessories, electric scooters and EUCs to the United States. Accessories are available to all US customers, including select US territories (we see your orders Puerto Rico!). EUCs and electric scooters are available to the contiguous 48 US states only. US orders may be subject to state taxes, customs inspection fees, import duties and/or regulatory fees depending on your jurisdiction for which the recipient will be responsible.
Waiver Requirement
Due to product liability insurance requirements, all customers are required to sign a product liability waiver before purchase and shipment of any personal electric vehicle.
Post Office Boxes
All orders for PEVs require a residential or business address. PEVs are NOT able to be shipped to Post Office Boxes. Canada Post and USPS will not ship large lithium batteries and are the only companies authorized to ship to PO Boxes. If a PO Box is entered at checkout for a PEV order you will be contacted to provide an alternate delivery address.
Shipping Delivery Times
Online orders paid in full via credit card, Interac debit, Affirm, or PayPal typically ship from our Vancouver warehouse within 1 business day. Orders placed on Friday after 12 noon PST through to Sunday will be processed to ship Monday. Orders placed on holidays will be processed to ship on the next business day. All estimated shipping times (expressed in days) reflect business days (Monday-Friday, not including holidays). Saturdays, Sundays and holidays are not included in estimated shipping times.
- Here are the current delivery estimates for Canadian shipments:
- BC 1-2 days
- Alberta 2-3 days
- Saskatchewan, Manitoba, Northern Ontario 3-6 days
- Ontario 4-6 days
- Quebec 5-7 days
- Maritimes 6-9 days
- NFLD & Labrador 7-10 days
- Northern Territories 5-12 days
- All estimates are for major centres. Rural and semi-rural locations may take longer.
- All estimates are expressed in standard business days.
- Here are the current delivery estimates for US shipments:
- West 2-4 days
- Midwest 4-6 days
- Central 4-6 days
- South 4-8 days
- Northeast & East coast 5-8 days
- All estimates are for major centres. Rural and semi-rural locations may take longer.
- All estimates are expressed in standard business days.
Orders placed via Affirm financing require a fraud-check and approval from Affirm which may delay shipments by up to 48 hours. As soon as approval is received from Affirm, the order will be processed and shipped.
Shipping Confirmation & Tracking
All orders will receive a shipping confirmation email and tracking number once the order has shipped. If you did not receive an order confirmation please email hello@eevees.com so we can help.
Estimated date of delivery may fluctuate due to extenuating circumstances such as weather, operational delays etc. We will work directly with you and the shipping companies to provide expedient solutions in the case of a severe delay if one should so occur.
Shipping Insurance & Disclaimer
eevee's is not responsible for lost, damaged, or stolen packages. The risk of loss and/or damage passes onto the customer after the shipment has been picked up by the courier. If you want to insure your package from loss or damage, we strongly recommend purchasing the shipping insurance option provided by Navidium at checkout. Be advised if you do not select Navidium Shipping Protection at checkout your package will not be insured throughout the shipping process and any costs to the purchaser will not be recoverable in the event of loss, damage, theft or any and all similar events which prevent receipt or proper operation of the device by the customer. Some customers may have shipping insurance or purchase protection as part of their credit card holder agreement. Please refer to your credit card holder agreement for details. If you purchased Navidium Shipping Protection and have received a damaged product or your product has been confirmed as lost by the appropriate shipping company please contact us directly at hello@eevees.com.
Fraud Policy
The eevee’s website is built on the Shopify e-commerce platform. Shopify provides built-in anti-fraud and security risk software to analyze every order placed through the eevee’s website.
In some cases orders placed may trigger a fraud alert. This could be due to a number of factors.
In the case that an order is given a high level risk of fraud warning it will automatically be cancelled and refunded immediately. Any subsequently placed orders using the same payment method of the fraudulent flagged order will be refused.
In the case that an order is given a medium level risk of fraud warning we may reach out to you in order to verify your identity and payment details. If the required verification information is not received within 48 hours of the request your order will be cancelled and refunded.
If an order is found to be fraudulent the appropriate authorities will be notified and eevee’s will assist in every available capacity to help lead to the arrest and/or prosecution of anyone committing financial fraud and/or identity theft.
Due to the high value of our products we take e-commerce fraud and identity theft extremely seriously. If you are notified about your order being potentially fraudulent, the steps being taken to verify identity and payment information are done to protect yourself and all of our customers from financial fraud and/or identity theft.
Refunds/Returns/Exchanges/Cancellations
Returns and Exchanges are accepted for Refund on all unopened and unused Products within 30 days of delivery of the Product. Used or worn apparel and safety gear is not eligible for Refund, Exchange or Return. Used for apparel and safety gear is defined as having any and/or all tags removed and/or worn for any purpose other than sizing.
All products for Return/Cancellation/Exchange must have all original packaging and be in new condition, including all original packaging.
All unopened, unused PEV Returns/Cancellations/Exchanges are subject to a 10% restocking fee and will be deducted from the refund total.
Used and/or opened PEVs are eligible for a Refund, Exchange and/or Return if the following conditions are met:
- You have retained and can produce proof of purchase for the Product (original purchase receipt).
- You are the original owner of the Product.
- A request for Refund, Exchange and/or Return has been requested via hello@eevees.com.
- It is equal to or less than 14 days since the original date of Product being received.
- There is equal to or less than 20km on the Product's odometer.
- For Products required to be shipped to eevee’s Micromobility a set of 7 photos of the Product must be provided ahead the Product being shipped:
- Front
- Rear
- Top
- Bottom
- Left side
- Right side
- Screenshot of milage/kilometres in Product app
- Photos are to be submitted to hello@eevees.com.
Used and/or opened PEVs are NOT eligible for a Refund, Exchange and/or Return if, the Product, as determined upon inspection by eevee’s Micromobility Inc.:
- Shows signs of water exposure.
- Has been involved in a crash of any kind or severity.
- Has had the firmware modified in any way through third party software or other means.
- Has any physical damage including but not limited to scratches, dents, cracks, dirt, damaged/punctured tire, damaged rim.
- Has any modifications or accessories added including but not limited to power pads, velcro, 3d printed parts, lights, bells, glue and/or other adhesives, paint, stickers.
- Is missing any one of the following: included accessories, charger(s), tools, manuals, folding latches, gaskets or any other original parts.
- Acceptance for Refund, Exchange and/or Return will be at the sole discretion of eevee’s Micromobility Inc.
- All used Exchanged and/or Returned products will be subject to a restocking fee of 15%. The restocking fee may increase as determined by eevee’s Micromobility Inc upon inspection of the Product.
- If a used Product requires shipping for a Refund, Exchange and/or Return it must be shipped in the original packaging including all internal packaging. Products not shipped in original packaging will not be accepted.
- Original Product shipping is non-refundable and credit towards future purchases will not be issued.
- Return shipping cost is the responsibility of the customer, however, eevee’s will extend our commercial rates and generate the shipping label for the customer. This cost will be deducted from the total Refund and/or Exchange amount.
- Used apparel, safety gear or accessories are not eligible for Refund, Exchange, or Return.
All credit card and PayPal purchases incur a 3.5% merchant fee which is not refundable upon Return/Cancellation/Exchange and will be deducted from the refund amount.
All Affirm purchases incur a 9% merchant fee which is not refundable upon Return/Cancellation/Exchange and will be deducted from the refund amount.
Shipping costs for all Returns/Cancellations/Exchanges are not refundable. For an order purchased with free shipping the shipping costs will be deducted from the refund total.
When returning a Product from the US you MUST select "Return" or the appropriate equivalent as the purpose of your shipment to avoid incurring customs fees and/or international duties. Your Product will not be accepted if it arrives with fees and/or duties owing.
All display, open box, and refurbished purchases are final sales only and are not eligible for Returns and/or Refunds.
Return Shipping For Repair
You MUST retain all of the original packaging of your PEV Product to ensure it is repacked safely for transport to one of our authorized repair facilities.
Because your PEV Product contains lithium ion batteries transportation regulations require specific packaging for transport. You may be subject to fines from the shipping company and/or Transport Canada or the US Department of Transportation if your device is found to have been shipped without its original approved packaging.
If you no longer have your original box and packaging you may be able to purchase a replacement for a fee. Replacement boxes are not guaranteed to be available and the cost of shipping an empty box is responsibility of the customer.
If your Product is not packaged correctly it may not be accepted by the shipping companies. If your Product arrives to one of our locations in unsafe packaging it may not be accepted upon delivery. If an improperly packaged device is accepted upon delivery you will be charged the cost of appropriate packaging for return shipping.
You are responsible for any damages resulting from improper packaging during transport to eevee's.
Affiliate Code Gifts
Affiliate codes are not discount codes for the user. When using an active Affiliate code at checkout, you as the purchaser are eligible for a free gift if you purchase an Electric Scooter, Electric Unicycle, Electric Skateboard, or Onewheel. Purchases made using an Affiliate code that do not include one of the 4 above mentioned devices do not qualify for a free gift.
Pre-Order Cancellations
Credit Card: All cancellations of a pre-order paid with a credit card will be charged a 3.5% cancellation fee.
PayPal: All cancellations of a pre-order paid with PayPal will be charged a 3.5% cancellation fee.
Affirm: All cancellations of a pre-order paid with Affirm will be charged a 9% cancellation fee.
Restocking fee: Preorder cancellations are not subject to restocking fees.
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Upon successful completion of a transaction and receiving an order confirmation number via eevee's point of sale or on the eevee's Micromobility Inc. website checkout page, the customer agrees to the above Terms and Conditions.
For any questions regarding our shipping or return/refund/exchange policies, please email hello@eevees.com.