Unexpected situations arise and you may need to cancel your order - we completely understand that. However, we ask that you do your due diligence before purchasing a scooter to minimize the likelihood of returns. We have a customer support team dedicated to helping you make the best decision possible - please leverage that and don't hesitate to reach out with questions, comments, or concerns.
Please note that if you are cancelling your order due to a better offer from a US or Canadian competitor, let us know and we will be able to match it.
The process for cancelling your order depends on its status. In any case, you will still need to complete the return request form to get the process started:
1) Order has not shipped yet
If the order has not been shipped yet, we will be able to process your full refund immediately. Contact our A-Team via the above link to get the process started. When the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
Please note, that a product is shipped when the tracking label is created and not when scanned. Our shipments leave daily, and only get scanned when they reach the courier warehouse. Therefore if your label has been created, this means the cost has been incurred and point (2) below applies.
2) Order has been shipped but not yet received
If the order has been shipped, return shipping fee will be deducted from the refund. If possible, refuse the shipment when the courier service attempts delivery. This will reroute the package back to our facilities. If this is not possible and the order must be delivered, please mention that in the comments section of your Return Request. Our team will work with you to coordinate another means of returning the product. To submit your Return Request, simply follow the link above.
When the product is returned, received and inspected by our quality control team, the return shipping fees will be deducted from your refund and the balance will be credited back to your original method of payment. The return shipping estimates are provided below:
- Air/Air Pro/Light Scooter: $100
- City Scooter: $120
- Explore/Mercane Widewheel Pro Scooter: $150
- Pro/Ghost/Phantom Scooter: $200
- Ultra Scooter: $350
For all orders returned from the US, a customs duty charge of 8% of retail price will be applied (as all items entering Canada are subject to duties).
3) You have received and used the scooter, but would like to return it
Let us be very clear - we DO NOT accept returns of used products. Please leverage our A-Team, blog posts, or Youtube channel to educate yourself on the available options, before committing to a purchase.
If the scooter remains unused (brand new) and is within the 14 day return policy window, our team will gladly help with this return process. You can submit a return request via the link above. The same rates and fees mentioned above will apply for return shipping costs in (2).
If your scooter is having issues and you want to return it, rest assured our warranty will likely cover your case.
Any additional questions? Feel free to submit a request here and our A-Team will get back to you within 24 hours.