Shipping & Freight Delivery Policy

Denemmotion operates strictly as an online authorized dealer. All products are dispatched directly from the central manufacturer (EMMO) warehouse and delivered straight to your door via commercial freight or third-party shipping carriers.

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1. Shipping Destinations & Restrictions
 

• Domestic Shipping: We offer freight shipping for electric bikes, scooters, and products to residential and business addresses across Canada.
   

• No P.O. Boxes: Due to the physical size, weight, and transport regulations of electric vehicles and lithium-ion batteries, orders cannot be shipped to P.O. Boxes. A valid, physical street address is strictly required at checkout.
   

• Geographic Scope: Denemmotion services the Canadian market exclusively. We do not process international orders or shipments outside of Canada.
   

2. Shipping Costs & Calculation
 

• Checkout Calculation: Shipping costs for all electric vehicles are calculated dynamically at checkout based on the specific delivery destination, as well as the total dimensions and weight of the boxed product.
   

• Non-Refundable: All shipping fees paid at the time of purchase are collected by the freight carrier and are completely non-refundable under any circumstances.
   

3. Order Processing & Fulfillment Timelines
 

• Standard Processing: For in-stock, standard items, orders are typically processed and dispatched from the manufacturer warehouse within two (2) business days.
   

• Extended Timelines: Additional processing and handling time may be required by the warehouse for customized orders, specialized battery configurations, or peak seasonal demands.
   

4. Delivery Times & Tracking
 

• Transit Estimates: Delivery transit times vary based on the carrier and your proximity to the central fulfillment center. On average, standard freight delivery times within Canada range between 2 to 7 business days from the date of dispatch.
   

• Tracking Numbers: Once the manufacturer carrier picks up your shipment, a tracking number will be generated and sent to the email address provided during checkout, allowing you to monitor its progress.
   

5. Mid-Transit Order Modifications
 

• No Changes Post-Shipment: If you wish to change the color, model, or size of your vehicle, you must contact us at info@denemmotion.com prior to the order being shipped.
   

• Carrier Delays & Fees: Any modifications requested after the product has left the warehouse—including but not limited to changing the delivery address, requesting a shipment hold, or updating delivery windows—are subject to carrier approval, will cause significant delays, and the buyer will be solely responsible for any rerouting or storage fees charged by the freight company.
   

6. Carrier Liability Disclaimer
 

Denemmotion utilizes established third-party commercial freight carriers to deliver products. Denemmotion is not liable or legally responsible for any lost items, stolen packages, or transit delays resulting from the actions, inactions, errors, or operational disruptions of third-party shipping networks.
 

7. Critical 24-Hour Window for Arrival Damage
 

IMPORTANT: Because electric vehicles are high-value freight items, the manufacturer enforces a strict inspection window. In the event that a product arrives damaged from transport, the buyer must document and report the issue to us within twenty-four (24) hours of delivery. Failure to report damage within this 24-hour window voids all freight transit claims. ​ To file a report, you must send photographic or video evidence of the damage, a copy of the Bill of Delivery, and your proof of purchase to info@denemmotion.com. ​
 

• Minor Cosmetic Damage: If the damage is strictly cosmetic (such as minor scratches or surface scuffs that do not impact mechanical safety), accept the shipment, explicitly write a description of the cosmetic damage on the carrier's Bill of Delivery/Receipt before the driver leaves, sign it, and notify us immediately with photos.
   

• Major Structural/Safety Damage: If the vehicle has sustained significant structural or safety damage (such as a bent frame, cracked battery housing, or crushed components), you must immediately REFUSE the shipment on the basis of transit damage. Clearly note the damage on the carrier's Bill of Delivery, take photos of the refused box/vehicle before the driver departs, and notify us immediately at info@denemmotion.com so a replacement order can be processed through the manufacturer.

• Warranty Shipping Fees: As dictated by the manufacturer's central policy, the cost of shipping for replacement warranty parts remains the responsibility of the buyer unless the manufacturer explicitly agrees in writing to cover the transport cost.
   

• Independent Freight Disclaimer: Transit and structural damage claims are completely void if the buyer arranges their own independent shipping method or utilizes a private freight forwarder.
   

8. Return Shipping Costs
 

• Buyer Responsibility: Except where explicitly authorized under a manufacturer defect clause, the buyer is entirely responsible for paying all independent shipping and freight costs associated with returning an item.
   

• Tracking & Insurance Required: Because electric vehicles are high-value freight items, we strongly advise using a traceable, reputable shipping method and purchasing comprehensive shipping insurance for the full value of the product. Denemmotion cannot guarantee or verify receipt of any items returned independently by a customer.
   

• Returns & Exchanges Policy: For detailed instructions regarding eligibility, restocking fees, and steps for initiating a request, please refer to our comprehensive Return & Exchange Policy.