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Whether you have questions about our products, need assistance with an order, or want to explore partnership opportunities, we’re here to help.
We cater to a diverse range of users
Below, you’ll find answers to some common questions about our platform and services.
FAQ
FAQ for Existing customers
SCROLL DOWN and find the answers to: shipping, payments, returns, parts, etc…
SHIPPING RELATED QUESTIONS:
Yes, we put your telephone number on the delivery paper so the driver will call you in advance to set-up a delivery appointment.
We are here to help you!
We understand your concern in regards to your online order and would like to help you with the shipping of your merchandise.
Once your order is placed, your payment information is being sent to your bank for clearing, and depending on your bank it can take about 3-7 business days.
We have no control over the Bank’s policies.
As a general rule, standard shipping takes about 14-18 days, expedited ones about 10-14 days from the date of the order.
To ensure your satisfaction, we will forward a copy of the tracking number to your email address automatically once it becomes available, so you do not need to worry about it.
Larger products, such as scooters, trikes, bikes etc… are shipped via Freight Companies, most the time securely packed on a large pallet.
The actual (we pay, not you) freight charges can range from $100 upto the sky. YOU DO NOT PAY if the item was advertised with free shipping.
In order to overnight or next/second day the shipping, the freight companies would charge you many hundreds or even thousand of dollars, what nobody wants to pay, so we do not offer such nonsense services.
You can change the address if the payment was not made by a card and the item was not shipped yet.
If it was already shipped, we cannot change the address.
You can modify your order if the item was not shipped yet.
If it was already shipped, we cannot make any modifications.
Most of the times it takes 14-18 days to receive the tracking number.
If you did not receive it, please make sure to check your SPAM or JUNK mail folder.
If more than 18 days has passed by the date from which your confirmation email was sent to you than your product is still in production.
Many large items now take longer than usual to be assembled, packed and shipped. Usually about 3 weeks, due to COVID-19’s drawback on our global economy.
Please be patient, as we do everything we can to get your product out so you can enjoy it soon.
Once it ships, you will be emailed a tracking number automatically.
Did you order the item more than 18 business days ago?
PAYMENT RELATED QUESTIONS:
If you cannot see the charge on your account, it is possible that we either received an incorrect payment information from you, or we did not receive any order at all.
In this case, go back to the product page and order the item again.
If you went to our website, filled out the order form, entered your payment information, or forwarded it to us in any other way, than you automatically authorized us to debit your account and prepare the shipment.
You cannot nor should send us any further authorization.
In order words: we couldn’t debit your account of you didn’t give it to us.
If you received a bill in regards to shipping, than you most likely requested some extra services from the shipping company.
We offer Free shipping, however Free shipping applies to standard freights delivered to customer’s location without any other services.
If you needed an inside delivery, lift gate delivery, unpacking of your product etc… it means that you will receive that bill.
TECHNICAL QUESTIONS:
Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…
If the issue cannot be addressed via email, we suggest that you
- see a local bike/scooter shop,
- call a handyman
- check with https://www.velofix.com/
- check with https://www.acehandymanservices.com/
Of course, you may also email us for a Service Form so we can repair it according to the warranty.
Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…
If the issue cannot be addressed via email, we suggest that you
- see a local bike/scooter shop,
- call a handyman
- check with https://www.velofix.com/
- check with https://www.acehandymanservices.com/
Of course, you may also email us for a Service Form so we can repair it according to the warranty.
First, check your order to make sure that you really ordered that optional item.
If you are missing a charger, manual etc… check the carton as sometimes smaller items are packed individually.
Also, many products have a storage space usually underneath the seat where you can find those “missing” items.
If you have followed the above instructions and something is still not there, go back to the contact page and send us an email.
RETURN QUESTIONS:
Did You Find Your Answer?
Contact Us
Monday – Friday
8AM – 5PM Eastern Time
- DO NOT SEND REPEATED EMAILS BECAUSE THE SERVER WILL SEND THEM TO SPAM TO BE AUTOMATICALLY DELETED!
- shipping
- availability: all items are in stock, except where noted
- service
- parts
- technical info
- In order for you to receive our reply, please make sure that:
- You are using the same email throughout the entire communication,
- You are checking your spam or junk mail folder if you cannot find our reply in your inbox.
- You wait 24-48 business hours – weekends and holidays are excluded- to check our reply.