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

Your return window begins on the date your order is delivered — not the date it was placed or shipped. Transit time is never counted against your return period.

What is your return policy?

We offer a 30-day return window from the delivery date, split into two fair options based on your situation:

Days 1–14: The Test Ride Window

You have 14 days from delivery to unbox, assemble, and test your vehicle. We encourage you to take it for a gentle ride — up to 5 total miles — to make sure the power, suspension, and fit are right for you.

If it's not the perfect fit, we'll work with you on return shipping based on your order value:

Free return shipping on orders over $1,500 is provided via Scooter Fresh prepaid label only. We do not reimburse customer-arranged return shipping.

For orders over $3,000, return shipping coverage is capped at $250 — any shipping costs beyond this amount are the customer's responsibility.

To qualify, your return must meet all of the following:

• Vehicle is in like-new condition — no body damage, deep scratches, or heavy soiling
• Odometer or app shows 5 miles or fewer (see verification by category below)
• All original parts, chargers, manuals, keys, tools, and accessories are included
• Item is returned in the original manufacturer packaging or equivalent protective packaging that safely secures the vehicle for freight transit
• Items returned with damage, excessive wear, or odometer readings beyond 5 miles are subject to a condition-based deduction of up to 20% of the purchase price to cover refurbishment costs.

Mileage verification by category:

• Electric Scooters — odometer photo or manufacturer app screenshot showing total distance
• Electric Unicycles — manufacturer app screenshot (KingSong, Begode, etc.)
• E-Bikes — overall condition photos plus customer declaration of miles ridden
• Hoverboards — overall condition photos (no mileage tracking required)

How to start a return: Email support@scooterfresh.com with 3 quick photos — (1) odometer or app screenshot showing mileage, (2) overall vehicle condition, and (3) accessories box showing all components present. We'll have your return instructions out within the hour.

Note: Missing parts or accessories will result in a deduction from your refund to cover replacement costs. Returns damaged due to inadequate packaging cannot be accepted.

Days 15–30: Unopened Items Only

Between day 15 and day 30 from delivery, returns are accepted for unopened, unused, and factory-sealed items only. The customer is responsible for return shipping costs. Items must be completely unassembled and untouched in original manufacturer packaging with all factory seals intact.

What if my item arrives defective or damaged?

Contact us within 14 days of delivery at support@scooterfresh.com with photos and we'll resolve it immediately — free prepaid return label plus a full replacement or refund at zero cost to you.

For vehicles sourced from our international fulfillment partners, return label generation may take up to 72 hours pending supplier authorization.

How long do refunds take?

Once your return is received and inspected (within 48 hours of arrival), refunds are processed within 10 business days to your original payment method.

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:

1. Pay the $50 deductible using the link on that page
2. Submit the claim form with your order number, product name, and description of the issue
3. 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.

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.