Do you have a question about us or our products?
Browse through our FAQs and contact us directly, if your question is not to be found!
Customer Service
How can I return my order?
You can return your order within 30 days after receiving the order. Refund transactions will be reimbursed to the payment method that was used when placing the order. Shipping costs will not be refunded. Your refund will be processed within 10 business days after your return is delivered to our warehouse.
GO TO RETOURS
How can I clean and care for EVOC products?
BACKPACKS / CITY & TRAVEL
We recommend cleaning our backpacks and bags with a sponge and a mild, soap-based detergent. Avoid using stain removers or washing your backpack or bag in a washing machine, as both could cause damage to the material or coating. After cleaning, the backpack must dry completely in air; don't use a drier or any other source of heat. To prevent the formation of mildew and mould, ensure that the backpack or bag is completely dry before packing and storing. It is essential that your backpack or bag is stored in a dry, cool and dark location. Whether it is stored flat or upright makes no difference. The ball bearings in the wheels of your travel bag will benefit from a drop of oil from time to time to keep them running smoothly.
PROTECTION WEAR
All protectors must be removed before washing PROTECTION WEAR. The products can be washed in a machine at 30°. After washing, VEST and CRASH PANTS must dry in air.
How must I proceed in a warranty case? How do I claim warranty?
EVOC warrants that the products are free of any defect in workmanship and material. The warranty period for all products shall be 24 months. The warranty shall not cover any parts subject to normal wear and tear.
In the case of a claim please visit your EVOC specialist dealer with the cleaned product and your purchase receipt.
//1 Clean product / have invoice available
//2 Take product to specialist dealer or return to online shop
//3 From dealer to EVOC distributor
//4 EVOC distributor processes the claim
//5 Back to specialist dealer or online shop
//6 Back to you / available for collection
Should this procedure not meet your expectations, you can also contact us directly. In order to further improve our customer service, kindly provide us with brief feedback on the procedure. Please also send us photos of the problem and your purchase receipt to:
service@evocsports.com
Are replacement parts for EVOC available and where can I buy them (e.g. buckles, straps etc.)?
As a rule, all our distribution agents have an EVOC SPARE PART BOX that contains the most common replacement parts. You can find all EVOC distributors here.
Where can I get a new mouthpiece for my hydration bladder?
You can find a matching mouthpiece at a well-stocked specialist retailer.
Does EVOC offer a product repair service?
We are sorry but we do not! But we are working on it and it´s a big goal for our future!
Backpacks
How do I adjust my backpack to my body size?
Good carrying comfort is dependent on the size and back length of the pack, and on the correct adjustment of the carry system to suit the individual physical dimensions of the carrier. The aim is to ease the weight on the shoulders so that most of the load rests on the pelvic bones, which then distributes the load over as large a contact surface as possible.
What are the differences between men's and women's backpacks?
Our women's backpacks are identical to the unisex models when it comes to features and technical details. The difference is in the shape of the shoulder straps and hip belt, which are designed to fit the female anatomy, in the women's packs.
What is the correct backpack size for me?
When selecting your backpack size there are two important criteria to consider – capacity and back length.
Here´s the link to the Backpack-Sizeguide: https://www.evocsports.com/Explore/Tech-Area/Backpack-Sizeguide/.
Have the EVOC PROTECTOR BACKPACKS products been tested?
Yes, the materials and protective function of our EVOC PROTECTOR BACKPACKS have been CE tested and certified according to EU Norm (EU) 2016/425 (old version: EU Norm 89/686/EWG) for personal protective equipment (PSA), category 2.
Can I use my EVOC BIKE / SNOW backpack for winter and summer sports?
Yes, our backpacks are designed in such a way that you can use them in summer and in winter. If you want to use your backpacks in both seasons, you will not be able to benefit from sport-specific features though, like the pockets for your avalanche stuff or the bike specific tool pocket!
Can I use my EVOC PROTECTION BACKPACK for other types of sport as well?
No, when using a neck brace, the neck extension of the neck brace and the EVOC protector would lie on top of each other, which may impact on the EVOC protector's function.
Can I continue to use my EVOC PROTECTOR BACKPACK after a fall?
After a fall, you must examine your protector closely. Should you notice permanent deformations, damage or pressure points, replace the protector. If you need to replace your LITESHIELD BACK PROTECTOR or if your not sure you can use our FREE PROTECTOR CRASH REPLACEMENT
Where can I find a replacement PROTECTOR?
If you need to replace your BACK PROTECTOR or if your not sure you can use our FREE PROTECTOR CRASH REPLACEMENT
What is the difference between the BLACKLINE, TEAM and UNLIMITED version?
Our BLACKLINE Edition PROTECTOR BACKPACKS have a different back system, which contributes to enhanced ventilation of the back. In addition, the hip belt is made of our AIRO FLEX material, which is extremely permeable to air and flexible.
You can find all info on the BLACKLINE TECHNOLOGY here or on these product pages:
Bike Travel Bags
Will my bike fit into the EVOC BIKE TRAVEL BAG PRO or BIKE TRAVEL BAG?
To establish whether your bike can be transported in the EVOC BIKE TRAVEL BAG (PRO), you need to measure the wheel base of your bike and compare this with the internal dimensions of the BIKE TRAVEL BAG (PRO). You can "shorten" your bike by dismantling the derailleur, if necessary.
Until Season 2018: BIKE TRAVEL BAG PRO inside: 130 x 27 x 78 cm (maximum wheel base: 124 cm)
From Season 2019: BIKE TRAVEL BAG PRO inside: 136 x 27 x 80 cm (maximum wheel base: 130 cm)
Until Season 2018: BIKE TRAVEL BAG inside: 128 x 27 x 78 cm (maximum wheel base: 122 cm)
From Season 2019: BIKE TRAVEL BAG inside: 130 x 27 x 80 cm (maximum wheel base: 126 cm)
From Season 2021: BIKE BAG PRO inside: 147 x 36 x 85 cm (maximum wheel base: 130 cm)
From Season 2021: BIKE BAG inside: 138 x 36 x 85 cm (maximum wheel base: 126 cm)
ROAD BIKE BAG PRO: inside: 130 x 92 x 53 cm (maximum wheel base: 112 cm)
What is the maximum chain ring size that will fit into the BIKE TRAVEL BAGs?
Our BIKETRAVELBAGS should work well with all common sizes of chainrings. Crucial for compatibility is the measure from the bottom of your chainring and the highest point of your saddle.
This can be at most as follows:
BTB, BTB PRO und BTB XL: 78cm
RBB PRO: 86cm
Will my E-Bike fit into the BIKE TRAVEL BAGs?
First of all we have to say that it is not allowed to transport the battery of your E-Bike in an airplane.
To establish whether your bike can be transported in the EVOC BIKE TRAVEL BAG (PRO), you need to measure the wheel base of your bike and compare this with the internal dimensions of the BIKE TRAVEL BAG (PRO). You can ""shorten"" your bike by dismantling the derailleur, if necessary.
Until Season 2018: BIKE TRAVEL BAG PRO inside: 130 x 27 x 78 cm (maximum wheel base: 124 cm)
From Season 2019: BIKE TRAVEL BAG PRO inside: 136 x 27 x 80 cm (maximum wheel base: 130 cm)
Until Season 2018: BIKE TRAVEL BAG inside: 128 x 27 x 78 cm (maximum wheel base: 122 cm)
From Season 2019: BIKE TRAVEL BAG inside: 130 x 27 x 80 cm (maximum wheel base: 126 cm)
ROAD BIKE BAG PRO: inside: 130 x 92 x 53 cm (maximum wheel base: 106 cm)
How do I measure the wheel base?
Will my Fatbike fit into the BIKE TRAVEL BAGs?
Our BIKE TRAVEL BAG XL is designed for Fatbikes. Other BIKE TRAVEL BAGS are not compatible.
Will my "LEFTY"-fork fit into the BIKE TRAVEL BAGs?
Yes. Although the BIKE STAND and BIKE STAND PRO are not compatible.
Will my wheels fit into the wheel bags of the BIKE TRAVEL BAG?
Over time, we've adapted our BIKE TRAVEL BAGs to market developments. The following wheel sizes can be transported in our BAGs.
BIKE TRAVEL BAG (year of manufacture 2008 - 2012)
- max. 26'' x 2,5
- Axle width max. 150 mm
BIKE TRAVEL BAG (year of manufacture 2013)
- max. 29'' x 2,2
- Axle width max. 150 mm
BIKE TRAVELBAG (2018)
-max. 29" x 2,3
- Axle width max. 150 mm
BIKE TRAVELBAG (2019)
-max. 29" x 2,6
- Axle width max. 157 mm
BIKE TRAVEL BAG PRO
- max. 29'' x 2,4
- Axle width. 150 mm
BIKE TRAVEL BAG PRO (2019)
- max. 29'' x 2,6
- Axle width. 157 mm
ROADBIKEBAG PRO
-max. 700x30
What’s the difference between the BIKE TRAVEL BAG and the BIKE TRAVEL BAG PRO?
My bike / BIKE TRAVEL BAG (PRO) was damaged during the flight; who is liable for this?
Damage during a flight/transit does not constitute a warranty case. As a rule, your airline is liable for damages incurred during a flight or during transit. Please note the following reference in this regard.
Regulations according to the Montreal Convention
On international flights and domestic flights within Germany, liability for damage, destruction, loss or partial loss and for late delivery of baggage is limited to a cumulative 1,131 Special Drawing Rights (SDR) per journey and traveller. SDR is the accounting unit of the International Monetary Fund (IMF); 1,131 SDR currently corresponds to about €1,213 (please note that this amount is subject to currency fluctuations and may therefore vary).
Notification deadlines.
You should report loss of or damage to your baggage directly at the airport. You can also report loss or damage in writing at a later stage, within the stipulated deadlines. In any event, you as the traveller are responsible for proving that the irregularity occurred during the flight.
Please observe the following deadlines.
Damage and partial loss: Within seven days of baggage acceptance
Total loss: Within two years
Replacement purchases in the case of delayed baggage delivery: Within 21 days of baggage acceptance
The postmark or automatic date of receipt in the case of a fax or e-mail notification is decisive for the observance of the deadlines.
The deadlines for destruction and partial loss of baggage are really tight, so please act quickly!
Photo
Which camera types fit into the EVOC PHOTO packs?
Our PHOTO packs have been developed in collaboration with professional sports photographers. The concept of individual partitioning in the main compartment allows for endless variations. This means that the PHOTO packs provide space for the body of the camera and a number of lenses. The amount of equipment required to be carried along depends on the type and size of the camera body and lenses. You can find the internal dimensions of our PHOTO products on our product pages, as an orientation. Please refer to our photo product page to check the internal dimensions of your backpack.
Are EVOC PHOTO packs waterproof?
No, all our backpacks are water-resistant but not waterproof. Our outer material is double-coated with PU on both sides, and the outer side has been treated with a water-resistant coating, which makes the material water-resistant. After a longer period of heavy rainfall, water may however ingress through the seams or zip. For this reason, all our PHOTO packs have been equipped with a rain cover, which should be used to cover the pack during longer periods of rainfall.
What is the "quick side access" referred to in the EVOC catalogue and on the website?
The quick side access is part of the design of some EVOC PHOTO packs. It allows photographers easy and quick access to their equipment without having to remove the pack. This is really beneficial when quick reaction times are required. Refer to the relevant product pages to see which of our PHOTO packs feature the "quick side access".
Protection Wear
Have the EVOC PROTECTION products been tested?
Yes, the materials and protective function of our EVOC PROTECTION WEAR have been CE tested and certified according to EU Norm (EU) 2016/425 (old version: EU Norm 89/686/EWG) for personal protective equipment (PSA), category 2.
Can I use my EVOC PROTECTION WEAR for other types of sport as well?
No, EVOC back protectors are exclusively certified for use with cycles and winter sports activities.
How do I choose the right size of back protector for me?
Torso length is critical for ensuring optimal protection. When calculating your own torso length, measure from the top of your hip to your shoulder. If your measurement is at the upper or lower limit of a size category we recommend that you try the pack at a store to decide if the larger or smaller size fits best for you. The overview shows the sizes of our EVOC PROTECTION WEAR and the corresponding torso length.
Is EVOC PROTECTION WEAR neck brace compatible?
No, when using a neck brace, the neck extension of the neck brace and the EVOC protector would lie on top of each other, which impacts on the EVOC protector's function.
Can I continue to use the EVOC PROTECTOR after a fall?
After a fall, you must examine your protector closely. Should you notice permanent deformations, damage or pressure points, replace the protector. In case of doubt, contact a specialist dealer for advice or send an e-mail plus a photo of the deformation/damage to service@evocsports.com
General
What does EVOC mean?
We chose the name EVOC, meaning "Evolution Concept", as we felt it reflected the idea behind our product and design expertise.
How can I get in contact with EVOC?
Please send an e-mail to one of the addresses below, depending on the topic:
service@evocsports.com (warranty, service or guarantee matters)
info@evocsports.com (all other topics)
How can I get some EVOC stickers?
Please send us a mail with your complete address (First name, surname, street, house number, ZIP, City, Country) info@evocsports.com
Why haven't I received a reply to my message yet?
Give us a chance! We go through each e-mail personally in order to be able to reply to your requests and ideas appropriately. The downside is that this takes time. We'd normally expect to get back to you within a couple of days but it sometimes takes longer. If you've had no response within 12 days then remind us because something has gone wrong. Thanks for your patience!
Where can I find a retailer that sells EVOC products?
To find an authorised EVOC retailer in your area use our Shop Locator. If you do not find an EVOC retailer close to you, please get in contact with the EVOC Distributor of your country.
Can I purchase EVOC products directly from you?
Yes, but only in Germany, Switzerland and the United States!
Who do I contact to become an EVOC dealer?
For that you can fill in the contact form to get closer information.
How is the song called you play when you place someone on hold?
The artist is called RIVA STARR and the song is the remix of a song called absence.