Frequently Asked Questions
How do you ship?
We ship all scooters from our central warehouse in Salt Lake City, UT with Fedex Ground, signature required. Delivery times range from 2 days to California to 5 days to the North East. Accessories and parts may also ship from our Miami, FL service center location, either by Fedex, UPS, or USPS.
What is Route Shipping Insurance?
Route is an external provider of insurance for any shipped item against damage, loss or theft. If you choose to add the insurance, you will receive a separate email with racking information and a link to effortlessly filing a claim. Lost, damaged, or stolen items are easily resolved with a few clicks,
We ship all our scooters signature required so even if you do not add Route as extra protection, you should be on the safe side.
Do you ship internationally?
We deliver to Canada and Mexico from our main US warehouse in Salt Lake City, Utah. Fedex Ground to Canada and UPS Ground to Mexico.
We deliver to almost all other countries (e.g. EU/UK, Australia, UAE, Hong Kong, etc.) from our warehouse in Sweden or in Shenzhen, China. Just place the order with your delivery address and check out - shipping cost will be added at check out.
How much does shipping cost and how long does it take for in stock product?
Continental US: Ground shipping is 100% free - it takes 3-5 business days.
Canada / Mexico: $80-$300 depending on the scooter, all taxes and import fees included - 5-10 business days.
EU/UK: $100-$450, all taxes and import fees included, 2-3 weeks by airfreight
Sweden: FREE shipping from new warehouse in Sweden, WideWheel only, 3-5 business days.
Australia: $100-$450, all taxes and import fees included, 2-3 weeks by airfreight
UAE: $100-$300, all taxes and import fees included, 2-3 weeks by airfreight
South America: no delivery to South America - we recommend you hook up a forwarder in Miami who can send the scooter over.
Do I have to pay import taxes if I order internationally?
We ship our scooter duty paid, i.e. you will just have to wait until the scooter arrives at your door. In rare cases, we may need to ask you to do the import declaration.
This will come up in the ordering process.
Will the charger work in my country and come with the right plug?
Our charges are rated 110V - 240V so they work everywhere. We make an effort to ship every scooter with the correct plug for the country it gets delivered to.
How do I cancel my order if it has already been shipped?
You reject package upon delivery and once we receive the package back to our facility we will issue a refund within 3-6 business days. Subject to return conditions.
Are your scooters legal in my state / city?
Electric scooters are relatively new and regulations differ widely. Our customers are responsible for ensuring a legal operation in line with local rules and regulations. Electric scooters are the future and we believe that with the continued rise of scooter sharing companies and the accompanying rise in popularity of electric scooters, more and more cities will pass favorable regulations. We collected some more information in our blog.
ONLY YOU ARE RESPONSIBLE FOR ENSURING YOU OPERATE YOUR SCOOTER IN LINE WITH LOCAL LAWAS AND REGULATIONS.
How long does it take to learn how to ride?
Everyone is different but from our personal experience, you can get on the board and ride away. We recommend you start slowly and always wear protective gear.
What is the maximum speed and range of my electric scooter?
It always depends on the model of the scooter, weight of the rider, road conditions, riding speed. In our product description, we call out realistic estimates based on a 170lb rider, flat road conditions and average speed.
Are your scooters safe to ride?
The safety of any electric scooter is dependent on its components, especially the battery. We only work with suppliers that adhere to minimum product safety standards. Our batteries are either from Korean manufactures like LG and Samsung or Chinese cells that have undergone rigorous testing and/or have proven reliable over time.
Each scooter has its own capabilities and limitations - please read the manual before use and start slowly. Always wear protective gear like helmets, knee/elbow pads and wrist guards.
Can I ride my electric scooter in the rain?
We do not recommend using your scooter in the rain or in wet conditions. The road is more slippery and it will take you longer to brake. If you ever get caught in the rain, our scooters are still safe to use. They are water resistant - just wipe them down once you get back home. Electrical equipment and water do not go well together.
Can I return my electric scooter?
Yes, within 15 days from purchase you can return your scooter no questions asked. The scooter must be UNUSED in its original and unopened packaging. If the packaging has been opened, we may charge a 10-15% re-stocking fee depending on packaging condition. Customer will be responsible for return shipping. We will refund your original payment method.
How do I start a return?
Please first send us an email to email@example.com requesting return authorization. We will guide you from there. Do not send anything back to us before receiving a return authorization.
What happens if my scooter does not work properly?
If your scooter is dead on arrival (as can happen with electric vehicles in rare cases independent of battery quality), you can exchange your scooter free of charge and we pay for return shipping. All other cases please refer to our warranty section.
What is your warranty policy?
At fluidfreeride.com we warrant our products to be free from manufacturing defects for 180 days following delivery. This limited warranty includes the battery but does not cover normal wear and tear. The warranty will be void if the product is not used in line with its intended purpose. Please see our detailed warranty and returns policy for further details and limitations.
How do I process a warranty claim?
Please first send us an email to firstname.lastname@example.org including description and pictures or video of the issue. In most cases we will be able to diagnose the problem and send you a spare part free of charge. We will provide you with guidance on how to perform simple repairs or will refer you to one of our service partners across the US (see repair section). During the warranty period we cover parts and labor for the repair. If your scooter needs to be returned to our repair center, we may ask you to pay for shipping it back to us.
How can I repair and maintain the scooter at home?
For regular maintenance and repairs, check out our support library at support.fluidfreeride.com with tons of articles and how-to videos for every scooter. We encourage you to maintain and if necessary repair your scooter with the included tools at home. In case of more complicated issues, we can refer you to one of our service partners (see below) and you always have the option of shipping the scooter back to us for repair at our service center in Miami, FL or in Sweden for EU purchases.
Do you have a service partner in my area?
Not every bike shop is willing to work with electric scooters. We spent lots of time and effort to find and qualify service partners in key metropolitan areas of the US. The list will grow over time. If you have made a good experience with a service provider in your area, please let us know!
Current network as per map below:
What happens if my scooter needs to be repaired after the 180 warranty has passed?
We always strive to make our customers happy. If something is not working right, please send us an email to email@example.com - we will diagnose the issue and determine the best steps for a repair. We stock most parts in our service center and should be able to help you against a fee.
Do you have spare batteries and other spare parts in stock?
Yes we do stock a huge selection of spare parts for every scooter. The most common ones are listed on the site. Any other parts needed, just reach out to us at firstname.lastname@example.org and we will sort you out..
We will usually only provide spare parts and batteries to customers who have purchased their scooter through us.
We strive to offer batteries produced by South Korean brand-name manufacturers like LG or Samsung. We also accept batteries from reputable Chinese manufacturers if they have been proven over time and have undergone safety testing.
Lithium-ion batteries in the sizes we sell typically have a lifespan of 500-1000 charging cycles. Due to the chemistry inherent in the batteries, it is normal that capacity and resultant range of the battery will reduce throughout its lifetime.
There is a lot of technical information on how to prolong battery lifespan - for all the details, have a look at this article.
The most straight forward tips are as follows:
- batteries like it cool - do not let it get too hot while in use, while charging, or during storage
- charge slow if possible. The smaller the battery pack (in Ah) the slower it likes to be charged. If you are concerned about battery life, use the normal 2A chargers coming with our electric scooters.
- don't overcharge - our chargers will turn off automatically when the battery is full but you should still remove them after 24h max.
Li-ion batteries will slowly discharge over time. Don't let your battery run completely empty. If you are storing your scooter for a long time, we recommend checking the charge every 3 months and re-charging if necessary.
Why do you offer a pre-order?
Ordering scooters directly from the manufacturer takes a long time. You can assume roughly 4-5 weeks for production plus 4 weeks for shipment to our warehouse. Scooters are becoming very popular and demand is high. You will see lots of electric scooters out of stock around the internet. With pre-orders, we are creating major advantages for you:
It also creates an advantage for us: we have less risk in ordering larger quantities for you and avoid immediate out of stock after the products arrive.
When can I expect to receive my pre-ordered scooter?
Have a look in the product description for more information regarding pre-orders.
What happens if my address changes while I am waiting for my order?
Shoot us an email at email@example.com with your old address, new address and last four digits of the credit card used for payment and we will update the delivery address for you.
Can I change my mind and cancel my pre-order?
We understand that life can change. If unforeseen circumstances arrive, you can cancel your pre-order for free - please send us an email at firstname.lastname@example.org.