Shipping
First, check your order to make sure that you really ordered that optional item.
If you are missing a charger, manual etc… check the carton as sometimes smaller items are packed individually.
Also, many products have a storage space usually underneath the seat where you can find those “missing” items.
If you have followed the above instructions and something is still not there, go back to the contact page and send us an email.
Most of the times it takes 14-18 days to receive the tracking number.
If you did not receive it, please make sure to check your SPAM or JUNK mail folder.
If more than 18 days has passed by the date from which your confirmation email was sent to you than your product is still in production.
Many large items now take longer than usual to be assembled, packed and shipped. Usually about 3 weeks, due to COVID-19’s drawback on our global economy.
Please be patient, as we do everything we can to get your product out so you can enjoy it soon.
Once it ships, you will be emailed a tracking number automatically.
Did you order your item more than 14 days ago?
Did you order your item more than 14 days ago?
You can modify your order if the item was not shipped yet.
If it was already shipped, we cannot make any modifications.
We are not a retailer so we do not participate in any insurance program.
Those companies who accept such payments must raise their prices (sometimes more than double) to offset their expenses by dealing with Insurance companies.
Our customers pay out of pocket then submit the paperwork to their doctors and to whatever entities they wish to use.
First, please check if your account was debited.
If it was not after three business days, than we did not receive your order. In this case, go back to the product page and order the item again.
If you didn’t receive our confirmation email than you may gave us an incorrect email address or you didn’t check your SPAM or JUNK mail folder.
In this case, go back to the contact page and send us an email.
You can change the address if the payment was not made by a card and the item was not shipped yet.
If it was already shipped, we cannot change the address.
We are not a retail store with sales people, so there is no local purchase. If we were, the prices would be about 30-60% higher.
That’s why these items must be shipped from the warehouse, so there is no way of buying them locally, however you will have the seven days option to send it back in case something is wrong.
This is the reason why you are paying a lot less and getting the free shipping!
We are not a retail store. If we were, the prices would be about 30-60% higher.
All these items are being shipped from the warehouse, so there is no way of trying them out, however you will have the seven days option to send it back in case something is wrong.
This is the reason why you are paying a lot less and getting the free shipping!
Larger products, such as scooters, trikes, bikes etc… are shipped via Freight Companies, most the time securely packed on a large pallet.
The actual (we pay, not you) freight charges can range from $100 upto the sky. YOU DO NOT PAY if the item was advertised with free shipping.
In order to overnight or next/second day the shipping, the freight companies would charge you many hundreds or even thousand of dollars, what nobody wants to pay, so we do not offer such nonsense services.
We are here to help you!
We understand your concern in regards to your online order and would like to help you with the shipping of your merchandise.
Once your order is placed, your payment information is being sent to your bank for clearing, and depending on your bank it can take about 3-7 business days.
We have no control over the Bank’s policies.
As a general rule, standard shipping takes about 14-18 days, expedited ones about 10-14 days from the date of the order.
To ensure your satisfaction, we will forward a copy of the tracking number to your email address automatically once it becomes available, so you do not need to worry about it.
Yes, we put your telephone number on the delivery paper so the driver will call you in advance to set-up a delivery appointment.
Payments
If you went to our website, filled out the order form, entered your payment information, or forwarded it to us in any other way, than you automatically authorized us to debit your account and prepare the shipment.
You cannot nor should send us any further authorization.
In order words: we couldn’t debit your account of you didn’t give it to us.
If you received a bill in regards to shipping, than you most likely requested some extra services from the shipping company.
We offer Free shipping, however Free shipping applies to standard freights delivered to customer’s location without any other services.
If you needed an inside delivery, lift gate delivery, unpacking of your product etc… it means that you will receive that bill.
If you cannot see the charge on your account, it is possible that we either received an incorrect payment information from you, or we did not receive any order at all.
In this case, go back to the product page and order the item again.
Technical
First, check your order to make sure that you really ordered that optional item.
If you are missing a charger, manual etc… check the carton as sometimes smaller items are packed individually.
Also, many products have a storage space usually underneath the seat where you can find those “missing” items.
If you have followed the above instructions and something is still not there, go back to the contact page and send us an email.
We assemble your product as much as possible. However, sometimes maybe some parts are needed to put on by yourself. It is due to the shipping company’s size limitations and that we do not want the item to got damaged.
99% of our customers had no problem with it, however if you think that you would need help, we suggest to see a local bike/scooter shop, call a handyman or check with velofix.com for final assembly.
We are aware of false advertising by other companies stating “fully assembled” but they are just tricking customers into purchasing. They are using the same shipping companies as we do, therefore they are bound to the same restrictions as we are.
Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…
If the issue cannot be addressed via email, we suggest that you
- see a local bike/scooter shop,
- call a handyman
- check with https://www.velofix.com/
- check with https://www.acehandymanservices.com/
Of course, you may also Email Us for a Service Form or fill Contact Form so we can repair it according to the warranty.
Return
Yes, you can return the item in its original condition with its original packaging within seven days of delivery.
You can choose any FREIGHT company.
Once you have packed your item the way it was shipped, you call the shipping company, pay for the freight and send it back.
Upon receipt of your item, we will send you the refund check minus the 20% restock fee and the outgoing freight charges, as shown in the Store Policy.
It is important that you email us the Return Tracking Number within seven days from the receipt of your product, otherwise your return will be rejected.
It will also be rejected if it is not shipped on a pallet as it was sent to you.
Go to our Contact page and send us an email for a return address.
If more than seven days has passed since you received the item than you cannot return it.
Most of the time, all technical issues can be solved by simply providing some details of the problem. Many times, it is just a simply oversight by not turning the power on etc…
If the issue cannot be addressed via email, we suggest that you
- see a local bike/scooter shop,
- call a handyman
- check with https://www.velofix.com/
- check with https://www.acehandymanservices.com/
Of course, you may also Email Us for a Service Form or fill Contact Form so we can repair it according to the warranty.