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 canceling your order due to a better offer from the US or Canadian competitor, let us know and we will determine if we can price match it.
The process for canceling your order depends on its status. In any case, you will still need to complete the return request form to get the process started:
If your order is a pre-order (expecting to ship at a future date), you have up to 48 hours before the expected shipping date to cancel this order (the only fee that will be charged with all pre-order cancellations is a 3% credit card processing fee, the rest of the value is fully refundable). If the order is fulfilled or has a tracking number, unfortunately, return shipping will have to be paid by the customer as it's too late.
*Important to note: Even if you don't receive a tracking number, your order may have already shipped from our warehouse. There is a 12-hour delay for this, hence please ask the A-Team and they will notify you of the status.
When the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
2) In-Stock Orders or In-Transit Items
If the product you ordered is in stock, your order will be fulfilled within 1 hour of your order. After 1 hour, the order will be too late to cancel and will be shipped out. Please note that there is a 12-hour delay for you to receive the tracking number, regardless, the scooter has already been picked, packed, and handed over to UPS or Canpar.
If the order has been shipped, the return shipping fee + 3% credit card processing 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 and please make sure to not use the product (if used once, returns are not accepted). 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 + credit card processing fee of 3% 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
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.