SHIPPING & RETURNS

SHIPPING POLICY

SHIPPING DELAY and TRACKING NUMBERS

All orders are shipped 24-48 Hours after payment, and the tracking number is provided to the customer via email notification. In case of stock issue, the customer is informed in the next 24 hours following the payment of the order and is invited to change the color, model, or to request a refund.

CARRIERS

The shipping carrier can be UPS, USPS, FEDEX, DHL, GLS, DPD or your local postal service like Dusche post (in Germany), La Poste and Colissimo (In France), etc.

SHIPPING FEE

We ship in all countries of the US, CA, UK and European Union for free, but for other countries outside the EU trade zone, some additional shipping fee may apply (if apply, shipping fee will be available on your checkout page before you process the payment).

SHIPPING LOCATIONS

we ship to all North American and European Countries only, 

shipping is not available for African and Asiatic countries.

 

DELIVERY TIME

Delivery time varies between 2-6 days, 

for countries like USA, Canada, France, Germany, Italie, Spain, The UK, delivery time is estimated to 2-3 days.

For countries like Belgium, The Netherlands, delivery time is estimated to 3-5 days. 

For other European countries, delivery time is estimated to 4-6 Days.

​​RETURN & WARRANTY POLICY​

RETURN & WARRANTY

In accordance with the applicable regulations, the withdrawal period granted to the Customer is fourteen (14) days from the date of receipt of his order or making it available at the point of withdrawal.

WARRANTY MANAGEMENT

In the event of a product failure or nonconformity, please follow the steps below to get support.

A - Contact our after-sales service and provide the details of your order (Order number) with a good explanation of the problem and if possible attach photos of the problem. Your order number is available in your customer account in the tab "My Orders".

B - An agent of our After Sales Service will contact you within 24 hours to give you the procedure to follow for a repair, a replacement or a refund.

  • For a repair: we will send you a prepaid return label that will allow you to return the product. Once the product is repaired, we will ship it back to you. All the procedure can take 10-20 days from the day you contact us to signal the problem.

  • For a replacement: we will send you a prepaid return label that will allow you to return the product. After receiving the package returned by the customer, our warehouse will send you another identical brand new product. (The re-shipment is made within 24 hours after receipt of the returned product)

  • For a refund: our after-sales service will examine the case and will refund you if the product has been used for a period less or equal to one month. Beyond one month of use, only repair or exchange is accepted.

SUPPORT

We respond to all requests for warranty support within 24 hours, the full support procedure is even for a period of less than or equal to 20 days from the moment the customer reports the failure of his product.

This during the customer is expected to follow the instructions of our after-sales service to speed up the procedure. Non-cooperation of the client may also lead to an extension of the duration of the support.

Requirements and scope of warranty

1)The warranty does not cover over-charging, or damages due to improperly maintaining lithium-ion battery installed in unit. The warranty does not cover tires and other parts, which are considered consumables, parts that break easily such as glass or plastic or defects based on normal wear and tear. 

2)The warranty will be performed in such a way that we shall decide whether to repair the defective parts or to replace them with working parts free of charge. EVERCROSS reserves the right to exchange the product for a replacement product of equal value if the product sent in cannot be repaired within a reasonable time or at a reasonable cost. 

3) The warranty claim does not apply if repairs or other work is carried out by unauthorized persons or if our products are equipped with additional parts or accessories that are not approved for our product. 

4) Warranties that have been activated do not cause the warranty period to be extended, nor do they trigger a new warranty period. The warranty period for any replacement parts installed ends with the warranty period for the entire product. 

5) Any other further claims are excluded, especially those for replacement due to damage caused to the outside of the product, provided there is no obligatory legal liability.

***EVERCROSS can refuse any service claim made that is not covered by the warranty. Please contact us directly for pricing and availability of repairs, outside of warranty.