Orders are processed on open business days only (Monday to Friday). Order processing times can vary between 1-4 business days. Once the shipment had been picked up from our warehouse it should be delivered within 5-10 business days depending upon the region and shipping destination. Clients will be notified in the case of any additional delays.
OUT OF STOCK ITEM
If one item of your order were to run out of stock while processing it, we would inform you by email and will proceed to a full refund of the item or to an exchange.
For any order with items on pre-order, it will be processed within 30 business days. This processing time depends on when the items ordered will be done being produced. If the items ordered are delayed for any reason, we will send an email notifying you. If you would like to know when the items you pre-ordered will be sent approximately, please contact us and we will be happy to tell you when we expect the items to be in stock. Your order will be shipped once completed, including all of your items.
Shipping fees are fixed and are determined according to the destination address and not the merchandise weight. Our fixed shipping fees are as follow:
- Canada : free shipping
- United States : $25
- International : $60
*Once the parcel has been shipped the client is responsible for pick-up at postal office if required. If the parcel is not claimed at postal office and is returned to us, shipping fees for resending the parcel will be charged.
** Once your order shipped, an email from our carrier will automatically be sent to you including all your tracking information. In case you don’t receive this email, please contact us at firstname.lastname@example.org so we can let you know what your tracking number is.
*** All custom charges for international shipments are the responsibility of the customer.
If you would like to return an item you ordered, please contact us within 7 days after receiving it to arrange for an exchange or a credit. Please note that no refund will be issued. Shipping fees are not refundable.
Any items purchased from our independent stores cannot be exchanged for a credit note with- us directly. Please contact the store you bought the item from for any exchange or store credit requests.
Contact us as soon as possible by email at email@example.com to facilitate the return process. Please include your name, invoice number and the reason of the return. Upon reception of a return authorization number, you may return the merchandise. For international return, we will inform you of the custom clearance process. Any additional custom clearance fees due to the non-following up of given procedures will be the customer’s responsibility.
Please note that shipping fees are the responsibility of the customer.
Credit or exchange will be processed within 3 business days upon reception of the merchandise at the Eve Gravel offices.
The client is responsible for all costs related to returned merchandise transportation, except in the case of a mistake on our part. In that case, a credit note to cover the entire cost of shipping will be issued.
Our store credits have no expiry date, you are free to use them whenever you want, on the item(s) of your choice, including discounted items and final sale items. Our store credits can only be used on www.evegravel.com and at our workshop. You can also send us an email at firstname.lastname@example.org or call us at +1 (514) 490-4250 if you would like to use your store credit.
In order to be returned, your item must be in its original condition (never worn, not stained or damaged, no suspicious smell and with its original tag). If an item does not fulfill the above conditions, we reserve the right to refuse it.
Every item is carefully inspected before shipping. However, if you were to receive a defect item or if we made a mistake fulfilling your order (sent the wrong size, colour or style), please contact us so we can proceed to a return and/or an exchange of the item.