FAQ
Orders & Shipping
How long does processing take?
Orders are processed within 1–3 business days for US warehouse products and 2–5 business days for international warehouse products, excluding weekends and holidays. Processing times are estimates — occasional delays may occur due to supplier availability, high order volume, or circumstances beyond our control. You will be notified if your order is significantly delayed.
How long does delivery take?
Delivery times depend on which fulfillment network your product ships from:
- US Warehouse Products — 3–7 business days from shipment
- International Warehouse Products — 18–35 business days from shipment
Your order confirmation will indicate which applies to your order.
Where do your products ship from?
We fulfill orders through two networks: US-based warehouses for select in-stock products, and international warehouse partners for our full catalog. This allows us to offer premium electric mobility products with free shipping included.
Is shipping really free?
Yes! We offer free ground shipping on all orders within the contiguous 48 US states.
Do you ship to Hawaii, Alaska, or internationally?
No. We currently ship to the contiguous 48 US states only.
Can I get expedited shipping?
No. Expedited or air shipping is not available for products containing lithium batteries due to DOT freight regulations.
Will I get a tracking number?
Yes. You will receive a shipping confirmation email with your tracking number once your order ships. Please allow 24–48 hours for tracking to update.
Products
What types of products do you sell?
We sell premium electric personal transportation including electric scooters, e-bikes, hoverboards, and electric skateboards — all hand-picked for quality, performance, and value.
Returns & Refunds
What is your return policy?
We accept returns within 15 days of delivery. Items must be unused and in like-new condition with all original packaging, parts, chargers, manuals, keys, tools, and accessories included. Customer is responsible for all return shipping costs. Items returned incomplete, damaged, or showing signs of use are subject to a restocking deduction of up to 35% of the purchase price.
What if my order is damaged during shipping?
Shipping damage must be reported within 7 days of delivery and supported by clear photos of the item and packaging. Scooter Fresh is not responsible for damage that occurs during transit once an order leaves our facility. If your order arrives damaged by the carrier, you must file a damage claim directly with the shipping carrier. We recommend inspecting your package upon delivery and noting any damage with the driver before signing.
What if my item has a manufacturing defect?
Any defect present on arrival must be reported within 7 days of delivery and supported by clear photos. Manufacturing defects are the responsibility of the product manufacturer and are covered under the manufacturer's warranty. Contact the manufacturer directly using the warranty information included with your product. We are happy to provide manufacturer contact information upon request — email support@scooterfresh.com. Scooter Fresh does not assume liability for manufacturing defects. Our Protection Plan is available as optional extended coverage beyond the manufacturer's warranty.
What about exchanges?
Customer is responsible for all shipping costs on exchanges — both return and outbound shipment.
What items are non-returnable?
Gift cards, Protection Plans, final sale items, and accessories (unless defective on arrival) are non-returnable.
How long do refunds take?
Refunds are processed within 10 business days of return receipt and inspection.
Protection Plans
What is a Scooter Fresh Protection Plan?
A Protection Plan is an optional extended coverage plan available for eligible products at checkout. It covers mechanical and electrical failures that occur under normal use, including failures the manufacturer's warranty may not cover after it expires or excludes entirely. Choose 1 or 2 years of coverage. Each Protection Plan covers one (1) unit. If you are purchasing multiple products, a separate Protection Plan is required for each item.
What does the Protection Plan cover?
The plan covers mechanical and electrical defects and failures under normal use. It does not cover physical damage, water damage, theft, loss, or damage caused by misuse or unauthorized modifications.
How do I know if my product is eligible?
Eligible products will display a Protection Plan option on the product page. Simply select your preferred coverage term (1 Year or 2 Year) and add it to your cart along with your product. Note: one Protection Plan covers one product only — add one plan per vehicle purchased.
How do I file a claim?
Visit our Protection Plan Claim page to get started. You will need to:
- Pay the $50 deductible using the link on that page
- Submit the claim form with your order number, product name, and description of the issue
- Email photos of the damage or defect to support@scooterfresh.com with your order number in the subject line
Is there a deductible?
Yes. A $50 deductible is required upfront to process your claim. You can pay it directly on the Protection Plan Claim page.
Who pays for shipping if my claim requires a return?
If your approved claim requires the vehicle to be shipped back to us, return shipping is the customer's responsibility. Scooter Fresh covers outbound ground shipping on the replacement product purchased with approved store credit.
How long does it take to process a claim?
We review all claims within 2–3 business days. You will be notified by email once your claim has been approved or denied.
What happens if my claim is approved?
If your claim is approved, store credit equal to your original product purchase price will be issued to your account. You can use this credit to select a replacement product or toward any future purchase.
Can I get a cash refund instead of store credit?
No. Approved claims are settled via store credit only.
When does my Protection Plan expire?
Your plan expires 1 or 2 years from the date of your original order, depending on the term you selected. Expired plans are no longer eligible for claims.
Are Protection Plan purchases refundable?
No. Protection Plan purchases are non-refundable once the order is placed.
Contact
Still have questions? Email us at support@scooterfresh.com and we'll respond within 24 hours.