FAQs

The answers to most questions you may have can be found on this page. If you cannot find the answer to your question here please contact us using this form or by sending us an email.

Placing an order

Can I order from you over the phone?

At this time we only have the capability to take orders via the website.

What payment methods do you accept?

Currently, our preferred payment method is PayPal, but we also accept Stripe, Visa and Mastercard.

How do I know my payment information is safe and secure?

Internet security is of the utmost importance to us and you can rest assured your information is safe. Your order will be processed through a secure server which encrypts all your data. To check if a website is safe for you to enter credit card details make sure it has an ‘https’ url rather than just ‘http’. This is also signified by the locked padlock as shown in your browser address bar.

Do you charge sales tax?

No, we don’t. Sales tax laws can get very complicated but, put simply, we are a reseller with no nexus in the United States and so are not required to charge sales tax.

How do I know my order is being processed?

Once you have paid for your item you will receive an email confirming your purchase at the address you submitted during checkout. You will also receive an email once the order has been fully processed and shipped out to you. If you have not received the confirmation email with a couple hours of completing your purchase please contact us via the contact form or by email.

Shipping

Does the shipping address have to be the same as the billing address?

The billing address will appear as the default shipping address but you are able to change it during the checkout process.

How much does shipping cost?

For the vast majority of products sold on scooterbilly.com shipping is free.  However, there are occasions when it is not possible for us to ship goods free of charge.  This could be because of the size and/or weight of the item or the location of the shipping address.  Additional charges apply to items classified as ‘bulky’ which are to be shipped to some east coast states, a few southern states, NYC and a few other zip codes.  You can find further details about these charges on our Shipping page.

Do you ship to Alaska and Hawaii?

As standard we only ship to the 48 mainland contiguous states of the USA.  Shipping to Alaska and Hawaii is generally considered cost prohibitive as it could add hundreds of dollars to the total cost.  However, we can provide you with a quote for shipping to Alaska or Hawaii if you request one using the contact form.

Do you ship to Canada?

Currently, we do not ship to Canada as standard as the cost is prohibitive.  If you wish to purchase an item to be delivered to a Canadian address please contact us and we will provide you with a quote.

Faulty items and refunds

What do I do if the item I bought is faulty or damaged?

If in the unlikely event your goods are damaged during shipping or it is faulty you must adhere to our returns policy. You should check the delivery for obvious damage and ensure the carrier makes a note of it before they leave.  Thoroughly inspect your order when you receive it as any claims regarding damage or faulty goods must be lodged within 3 days of receipt.  You should then email us describing the fault or damage in as much detail as possible attaching photos or videos of the problem.  

What if I need to return a product I’ve bought?

If you need to return an item you will need to follow the returns policy.  In order to return an item it must be unused, unopened, and in it’s original packaging complete with all accessories, manuals etc.  You MUST obtain a Return Authorization Number (RA#) prior to returning any purchases.  All costs associated with returning an item are to be borne by the purchaser and a 12.5% restocking fee will apply. 

Why do you charge a restocking fee?

When an item is returned it generates additional work and costs for us.  These can include, but are not limited to, carriage fees, admin fees and repackaging costs.

Product FAQs

Do the scooters come with batteries and manuals?

Yes, all scooters come with a battery or battery pack and all accessories required to charge them.  A manual is included with each item, but should you not receive one you can request one from us via our contact form or email.

I can’t find the information I need about a particular product

Most information regarding the item in question will be somewhere on the product page.  However, if there is something that you need that you don’t see on the product page, just let us know via our contact form or email and we’ll do our best to get you what you need.   

Do you service the products you sell?

As an online only retailer we don’t not have the capacity to offer servicing.  However, we can find your nearest service center for you.  Just let us know where you are we’ll send you the details.

How old do you have to be to ride an electric scooter?

There is no law that dictates the minimum age to ride an e-scooter.  However, when deciding upon an electric scooter that is to be ridden by a child, the power and weight of the scooter should be taken into account.  However, it is not recommended that children under 12 years of age ride motorized scooters.  But ultimately, it’s down to you. By following all recommended safety precautions there’s no reason people of all ages, children included, can’t enjoy an electric scooter.

Do you sell gas powered vehicles?

No, we don’t.  We’re firm believers in trying to right the wrongs that have been inflicted on the planet over the last couple centuries so we only sell pollution-free vehicles.

Do you sell parts?

Yes, we do sell parts, however, they are not yet listed on the website.  This is something we may do in the future, but it’s not a priority.  If you do require a replacement part for your electric scooter, please get in touch via the contact form with details of the part you need and we’ll get back  to you as soon as possible.