Frequently Asked Questions

Shipping

What is your shipping process?

We have collaborated with UPS Ground to ship all our scooters from our warehouse. We ship the scooters the next business day I.e. if you place an order on Monday, we would ship the scooter on Tuesday.

However, if you place an order on Friday, the shipment would take place on Monday. Our shipping comes with a signature, however, if you would like the product to be shipped without a signature, you would have to leave a note in your cart under the heading “ Instructions for seller”. In case of a no-signature option, the company would not take responsibility for the stolen package. The buyer would have to bear the burden.

What is the Estimated Time for Scooter Arrival?

Delivery varies as per your destination. For instance, it takes 3 days to ship to California, however, for North East, it requires 5 to 7 days. See the Zone Map for approximate shipping times to your location.

What is Route Shipping Insurance?

To provide additional security, we offer the external provider of insurance, the Route. It is protection against theft, loss, and damage. If you use this feature, you will get a separate email with tracking information along with a link to easily file a claim.

You will be able to easily resolve stolen, damaged, and lost items with a few clicks. Since we ship all our scooters with signature, thus even without route, you would still be protected.

How long would you take to deliver in-stock items and what would be the charges?

Ground shipping with the Continental US would take about 5 to 7 business days.

How to cancel an order once shipped?

First thing, you need to contact us. You can reject the package once it is delivered to your doorstep. Once we receive the package again, we would offer you a refund within 3 to 6 business days. Subject to return conditions.

Scooter Questions

Are scooters allowing in my city or state?

p>Since electric scooters are new, thus their rules differ widely. Our customers are responsible for ensuring a legal operation in line with local regulations and rules. Electric Scooters are the future, and there is definitely going to be a rise in the popularity of electric scooters, thus more and more places are allowing electric scooters.

How long would it take to learn to ride?

Everyone is different, however, from our personal experience, all you have to do is get on the board and enjoy your ride. However, we recommend that always wear protective gear.

What is the maximum range and speed of my electric scooter?

The maximum speed and range depend upon the scooter model, riding speed, road conditions, the weight of the rider, and the riding speed. We call out the realistic estimates based on a 170lb rider, average speed, and flat road.

Are the scooters safe to ride?

The components of the scooters greatly contribute to its safety especially the battery. We are particular about our suppliers, and choose the only ones that adhere to the minimum product safety standards. We use batteries only from Samsung, LG, Korean or Chinese cells that have undergone rigorous testing. These batteries are reliable.

NOTE: Please read the manual before as every scooter comes with its own limitation and capabilities. Use protective gear including elbow/knee ads, helmets, and wrist guards.

Is it possible to ride the electric scooter in rain?

We do not recommend that you use the scooter in wet conditions or rain. The reason being, the roads become wet and it will take a longer period to brake. In case you get caught in the rain, these scooters are still safe to use. After all, all our scooters are water-resistant. Once you get home, simply wipe them and they are good to go.

NOTE: Water and electrical equipment never work well together.

Return and Exchange Policy

Can I return the electric scooter?

Yes, within 15 days of your purchase, you have the option to return the scooter and we will not ask you any questions. Make sure that the scooter is unused and has its original packaging intact. If you use the scooter, we do not typically accept the return.

In some exceptional cases, we may agree to a 20% restocking fee provided that the scooter is in excellent condition even if you use it. We will refund your original payment method.

How do I start a return?

For return authorization, you need to send us an email at info@escootersstores.com. We will guide you from there onwards. Do not return the product, without receiving a return authorization.

What happens if the scooter isn’t functioning properly?

In case you find your scooter dead on arrival (this can happen with electric vehicles in less likely cases, irrespective of the battery quality) you can exchange the scooter free of cost and we will pay for the return shipping. In case of any other problem, please refer to the warranty section.

Warranty

What is the Warranty Policy of the Company?

At scooters, we ensure that all our products are free of manufacturing defects for the first 180 days following the delivery. This limited warranty does not cover the usual wear and tear, however, it does include the battery. If you do not use the product as per its intended purpose, the warranty would be void.

How Should I Go About the Warranty Claim?

You will have to first use the email support “info@escootersstores.com” to let us know your problem. Make sure that you include a video or picture of the respective issue. In most cases, we will be able to identify the problem and send back the spare parts. This would be free of cost. We will provide you the guidance as to how to perform the simple repairs or we will direct you to our service partners.

During the warranty period, the cover and the labor will be covered by us. In case, your scooter needs to be returned to the repairing center, we would ask you to pay the shipping of the scooter back to us.

Repairs

How to Repair my scooter at home?

Check out our support library for regular repairs and maintenance. For usual issues, you can repair the scooter at home with some basic tools. However, for complicated issues, you should refer to our service partners. We will always find a good service partner for you. You also have the option of sending the scooter back to use for repairs.

What to do if the scooter needs repair after 180 days of warranty?

Since our objective is to make our customers happy, therefore, if you face a problem after the warranty send the email attaching pictures or video of the problem. We will then diagnose the issue and find the best route to repair it. We have all most all parts in our service center, thus we will be able to help against a small amount.

Do You have batteries and other spare parts in stock?

Yes, we do have a wide collection of spare parts for every scooter as well as their respective batteries. You can find the most common spare parts on our website. In case, the part you are looking for is not present, you can reach out to our support and we will provide you with the spare part.

We generally provide spare parts and batteries to customers who have purchased their scooter from us.

What is the Quality of the Battery that we offer?

Batteries are among the most important aspect of an electric scooter, therefore, we thrive to offer batteries that are designed and developed by reputable companies including Samsung and LG. We also accept batteries from Chinese manufacturers as well. However, these Chinese batteries have years of data to claim their robustness and they undergo rigorous testing to ensure reliability.

The lithium-ion batteries that we sell have a lifespan of 400 to 700 charging cycles. Bear in mind that due to the battery’s chemical composition, the capacity and range of the battery will reduce throughout its lifespan.

Pre-Order Details

Why do you offer pre-order?

Since ordering directly from the manufacturer would take a lot of time. You would actually have to wait for 4 to 5 weeks for your scooter to reach you. However, when we offer pre-order, we are actually making things easier for you.

For instance, we assure you that you will get your electric scooter within our limited delivery date and before we run out of stock.

When should I expect to receive my pre-order?

We assure you that we deliver our products as per the mentioned delivery time. However, sometimes there might be a change in the date as we are sending incoming deliveries to our customers. In case you see a new date in the product description, it does not imply that the shipment is delayed. On the contrary, it usually means that we have met some unforeseen delays or we were not able to ship as early as we thought we would. For more information, reach out to us via Email.

What happens if my address changes during the delivery period?

Send us an email with your old address, new address, and the last four digits of the credit card that used for payment and we will update the information effectively.

Can I cancel my order?

Uncertainty is part of life! Due to unforeseen circumstances, you can cancel your pre-order for free. All you have to do is send us an email.

Customer Service Information

Our customer service is available from Monday to Friday from 9am - 10pm & Sundays: 9am - 5pm.

You can reach us via e-mail or telephone under:

Call us on 213-555-0179
E-Mail us at escoterss@gmail.com

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