Shipping policy

We are committed to resolving any issues with your order promptly. If you experience any of the following, please reach out to our support team at care@tryevolv.com to allow us to assist you:

Item not received
Item arrived damaged or defective
Incorrect product delivered

Important: Claims must be submitted within 2 weeks of receiving your item. If your tracking status shows "Delivered" but you have not received your package, we ask that you wait 3 business days before filing a claim. Packages sometimes show up within this period.

For packages that are considered lost in transit, we will review the situation if there have been no tracking updates for more than 7 business days.

Once a claim is submitted, we will review it and respond within 1 business day.

What We Consider Lost

We classify a package as lost under the following circumstances:

Carrier shows status as "Delivered," but you haven't received it:
- If you haven’t received your package, please allow up to 7 business days for domestic U.S. shipments and 20 business days for international shipments (including Canada) for it to arrive.
- Sometimes, the carrier marks a package as delivered prematurely and makes a redelivery attempt. It may also be placed in a secure location on your property or misdelivered.
Tracking hasn’t been updated for 2 weeks:
- If the carrier status doesn’t say "Delivered" and the tracking hasn't been updated for 2 weeks from the ship date, we may consider it a delay due to high parcel volume. If we identify a known delay, we will classify it as such. Otherwise, we will offer a refund or replacement promptly.

What We Do Not Cover

We do not provide shipping protection for the following:

Incorrect/invalid address: If the address provided by you is incomplete or incorrect, you will be responsible for redelivery or missing parcel fees.
Delays in transit: We cannot control transit delays, especially during busy periods or due to unforeseen circumstances.
Unfulfilled or unshipped orders: We cannot be held liable if your order is marked unfulfilled or unshipped due to pre-order status or a high-volume period (e.g., holidays).
Customs delays for international orders: We cannot be held responsible for customs delays or additional charges. Please contact your carrier for more details. If you refuse to pay customs fees, you will be responsible for any return-to-sender fees, which will be deducted from any refund.
Customs destruction of parcels: If your order is destroyed by customs because you failed to retrieve it, it will not be eligible for a refund.
Unsellable returns: If you return items in an unsellable condition, we cannot process a refund or exchange.
Left outside property: If you request delivery to an unsecured location (e.g., left outside), any missing items will not be eligible for a claim, as per carrier terms and conditions.
Product dissatisfaction: Evolv Shipping Protection is not a product replacement plan. If you are dissatisfied with a product, please request a return or exchange within our 45-day return period.

Shipping Methods

We offer a variety of shipping methods to suit your needs. The available shipping options, delivery times, and costs will be displayed during the checkout process. Please note that we may occasionally select a similar shipping method that offers better delivery performance, even if you choose a specific option at checkout.

Processing Time

Orders are typically processed and shipped the next business day. However, during especially busy periods, such as holidays, there may be delays. We will inform you of any delays within our control. We strive to keep you updated on any changes to your order status.

For backordered items, we will notify you of the expected shipment date and availability during the purchasing process. Shipment dates are estimates and may change. We will do our best to inform you promptly if a delay occurs.

Shipping Rates

Shipping costs are based on the weight, size, and destination of your order. To estimate shipping costs, add items to your cart and proceed to checkout, where you will see a breakdown of the shipping fees.