FAQ
Payments & Safety
Do you accept online payments?
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
Do you offer financing plans?
Not at the moment. We are working on financing options. Stay updated through our newsletter!
What are SPC offers?
We've partnered with SPC to offer exclusive deals for student members in Canada only. Offers are redeemable through the SPC website and App.
There are two membership levels, SPC and SPC+ (Free for CIBC card holders).
What forms of payment do you accept?
We accept payments from major credit card companies like Visa, Mastercard, and American Express.
Where can I learn more about the payment and processing on your store?
Is my payment data safe with you?
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Shipping & Delivery
How long does it take to get my vehicle?
Shipping can take up to 5 business days.
Rural shipping could take up to 8 business days.
Due to global supply chain challenges, shipping times could be longer than usual.
How much does shipping cost?
Electric Scooters
We offer free shipping for most electric scooters.
Please note that large scooters have a flat rate shipping fee. Check the product "Shipping" section and your cart page.
Accessories
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Do you ship internationally?
Yes, it will depend on your location. Please contact us here.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
What if my order is missing an item?
Please contact us within 7 business days. Submit your order number so our team can respond quickly!
What if my order vehicle was damaged during shipping?
Please take photos and videos of the vehicle inside the box and where the damage occurred.
Contact us within 7 days of receiving the vehicle. Our team will file a shipping claim and help resolve the issue with the vehicle as soon as possible.
Please contact us here.
Do you ship to my area?
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
What is your pre-order process?
Once the shipment leaves its home port, it will travel by sea to our shipping port. It will undergo a customs examination before transportation to our warehouse.
Our in-house fulfillment team performs a quality inspection on each vehicle before it is shipped to you. Rest assured, we'll keep you updated, so check your emails!
Is there a pre-order cancellation fee?
We'd hate to see you go! At this pre-order stage, there will be a cancellation fee of 3%. If you would like to proceed, simply contact our team here.
Note: The cancellation fee is waived if the product is delayed 30 days after the latest stated delivery time.
Returns & Exchanges
Do you offer refunds?
Yes, we offer full and partial refunds.
Please check our Return Policy to see if you're eligible for a refund.
How long after I receive the vehicle can I ask for a refund?
A refund request can be submitted within 7 days after the scooter has been received.
Is my vehicle eligible for a refund?
Unfortunately, we cannot offer refunds or exchanges on the following:
1. Items that have customized add-ons to the product that require installation at the customer's request before delivery.
2. Items that have personal modifications to the product by the customer after delivery.
3. Items that have been used.
4. Parts that are installed on electric vehicles or used on electric vehicles that are not originally purchased from EVOLV Rides.
Please check our Terms of Service to see if you're eligible for a refund.
Who pays the shipping costs in the case of a return?
All return shipping costs are handled by the customer.
Warranty & Repair
Do you offer warranty for your vehicles?
All our products are subject to quality control.
Our 12 month warranty provides a guarantee against manufacturer defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defect.
Please check our Limited Warranty Policy.
Do you offer extended warranty?
No, it's not an option at this time.
If this changes, please subscribe to our newsletter to be the first to know!
Where can I go for repairs?
Our team can help answer any maintenance questions and connect you with the closest servicing center!
Please contact us here.
Connect with our Network of Technicians
General
Is the scooter waterproof?
EVOLV scooters cannot be submerged in water. All vehicles are water resistant and will tolerate rare light water splashes.
To prevent liquid damage, avoid these:
- Riding your electric scooter in the rain or very wet conditions.
- Exposing your electric scooter to pressurized water or high-velocity water, such as using a hose to clean your electric scooter.
- Intentionally submerging your electric scooter in water, such as riding in puddles.
- Dropping your electric scooter or subjecting it to other impacts.
Electric scooters with and without IP ratings should be treated the same.
Liquid damage is not covered under warranty. Weather resistance might decrease as a result of normal wear.
What does IP54 mean?
The electric scooter is sealed against dust and resistant to rare light water splashes.
We don't recommend riding in wet conditions since the scooter is not waterproof.
Is the scooter street legal in my country?
Always check your province or state's law that govern the use of personal mobility devices. It's safe practice to not ride on sidewalks and stick primarily to bikelanes.
What safety gear do I need?
Protect your noggin! Always wear a helmet.
Browse gear to keep you safe when riding and the scooter protected from theft, here.
Where can I test ride?
Try before you buy! Book a test ride with our network of partners here.
Where do I buy parts?
How do I clean the scooter?
Do not hose your scooter with water!
Wipe your electric scooter with a microfibre towel. Clean the water and road salt off your scooter after each ride to prevent rusting on metal parts.
Learn tips on cleaning your escooter, here.
How do I maintain the escooter?
Give your escooter a check before and after rides. Keeping your escooter in top shape will help save on parts and maintenance in the long term.
Follow these daily maintenance tips, here.
Battery & Charging
How do I charge my scooter?
After riding, bring your electric scooter indoors to allow the battery to aclimatize. The battery voltage reading is generally more accurate at room temperature.
Do not insert anything else than the charger into the scooter charging port.
Is it possible to remove the battery?
Removing the battery should only be handled by an electrical professional.
The CORSA is the only scooter with a removable / swappable battery feature.
Riding during winter?
With some preperation, you can brave the cold!
Always plan your routes before heading out and choose paths tha are well maintained.
Wear bright or reflective clothing to stay visible. Alert others by turning on your scooter lights and ringing the bell.
Road salt helps prevent slippery accidents but also ruins metal on scooter wheels. Always clean off water and road salt after each ride.
It’s normal to experience a decrease in range and reduced power on a full charge. The optimal temperature for lithium ion batteries is close to 25 degree celsius. A battery at 25℃ offering 100% will typically only deliver 65% at 0 ℃.
Storage during winter?
Don't let your scooter battery run flat! Keep at least 20% charge at all times.
For optimum performance don’t leave your vehicle out in the cold. You can store and change the vehicle inside at room temperature. We recommend maintaining your battery charge at between 50% - 80%.