Last Revision: April 30th, 2013
Utilization of the information on this page can save you time and possible loss of merchandise or monies! These policies herein are essentially a contract with us that you must adhere to in order for us to help you correctly receive your order. If you provide incorrect email information, incorrect address information, or you will not communicate with us regarding your order or adjustment of your order then you are not abiding by this contract, or you are attempting fraud, or you are otherwise engaging in activities beyond the scope of normal business activity for which we cannot and will not be held responsible. Please read and understand that we are providing these policies to prevent misunderstandings in the order process and what is expected after the sale. We have a very high rate of satisfied customers who have voluntarily posted feedback on our website at FEEDBACK and these policies have been adjusted in regard to experience gained during our 25+ years of mail order business. ALL SALES ARE CONSIDERED FINAL EXCEPT AS PROVISIONED BELOW FOR NON-ELECTRICAL EXCHANGES OF PARTS.
STORE POLICY: Our Order Policy is to ship tested inspected parts you select as described to the address you provide. Do not order parts unless you are sure your selection will work for your application, and check your address and provided information at the time of your order as well as in the emails we send in response to your order. There are no warranty, returns, exchanges, or credit available for any order outside the contiguous 48 USA states and shipping fees are always separate from the ordered items while nonrefundable foreign handling fees are part of the part prices in the Shopping Cart. If you make a mistake ordering USA delivered parts orders we have some remedies herein for exchange of parts purchased from our local warehouse (excluding OEM Parts). All orders will be insured if you ask for optional insurance available on the HOW TO ORDER page and appropriately for your particular order if it is possible for your order, otherwise we cannot be responsible for lost or damaged shipments. Please allow time for your shipment to arrive since many factors can delay shipments, expecially to other countries. We do not provide any warranty or provisions for customers outside the contiguous 48 USA States since we have no control over shipments after they leave our warehouse. We do not ship Scooters outside the 48 contiguous United States unless stated to Canada for some models with additional shipping listed for purchase.
All Prices of goods and service are shown in USA dollars with USA ONLY shipping included in the item price for shipment to the contiguous 48 USA states (and most items to all 50 states and some territories) once the item is added to the Shopping Cart (disregard Paypal's possible note in the gray area that says Shipping will be added at checkout when in fact only handling and processing are added later and called shipping). The price in the shopping cart increases due to the added amount of average shipping for that item. The prices shown on our parts and scooter sales pages are the cost of the item or scooter only, less shipping for parts (most scooter prices include shipping or shipping to a close terminal) and handling/processing or possible sales tax. Shipping to other locations (including Alaska and Hawaii and Canada) and foreign (international) destinations must be billed or paid separately since pricing in our shopping cart per item only includes shipping within the contiguous USA 48 states and weight and size will determine the cost of USPS International Flat Rate Boxes available for the fastest safest delivery to foreign destinations. You may also contact us by EMAIL or TEXT message for special rate quantity of 10 or more of an item for shipments for your particular situation on some items, and many of these bulk purchase items already have pricing listed on our wholesale page! Due to an accumulation of increases in carrier shipping costs to us and to our customers we now must charge a surcharge on orders to help absorb these costs, applied as a shipping fee adjustment, handling, and processing fee later in the Paypal Shopping Cart shipping and handling notation and additional to individual item shipping already added into the item price once shown in the Shopping Cart. Parts prices are adjusted with price increases periodically and pricing is subject to change without notice. Helpful information is provided at the bottom of each page to help customers understand more about ordering.
International order Shipping and Handling has increased to foreign locations and the amount in your order that is reflected in the Shopping Cart in the part price will be considered a fee for processing and handling only LESS INTERNATIONAL SHIPPING. You will be notified to pay the shipping fee separately to complete the order processing if you did not include a separate payment for shipping boxes using information and shopping cart buttons on the HOW TO PLACE AN ORDER page. Otherwise the order will await payment of shipping if you do not pay the shipping request or you do not cancel the paypal payment request or you do not reply to emails indicating you wish to cancel the order. The Processing Fee is not refundable on International Orders since it covers processing of the order for computing the shipping box required, book keeping, and office time used communicating with customers for these more complicated orders. After 2 weeks an order will usually be cancelled if our email does not receive a cancel response. A credit will be issued, less the processing fee. For International Orders it is also best to place a sufficiently large order since the amount of shipping per item can be much less as the quantity increases for the available space and weight allowable in the USPS flat rate boxes provided. If you wish you can email for the cost with shipping to any international location for an item or items before placing your order, or check our HOW TO ORDER page for flat rate box size and weight allowable details for the different flat rate boxes. Some locations allow 1st Class International Shipping at a reduced rate, but additional time is required at a higher risk of loss or damage and we assume NO LIABILITY for the shipment's loss or damage. When we email we include this option to be billed for this choice, but it is not recommended. International buyers order at their own risk of carrier damage or loss.
Notifications for shipped orders are sent to all customers once parts are shipped with the Email Subject: ORDER SHIPPING, or for international orders: INTERNATIONAL ORDER SHIPPING. Scooters are shipped with the Email Subject: ORDER SHIPPING / WARRANTY INFORMATION. Other information about a received order may be directed to the customers attention with the Email Subject: ABOUT YOUR ORDER. OEM (Original Equipment Manufactured) parts orders are discussed below. If any order cannot be delivered because of an incorrectly provided address then the item will be returned to X-treme's or our own warehouse where it can be reshipped to the customer corrected address, or the order can be cancelled. A new shipping fee will be charged for reshipment. If a part is returned to inventory then a restocking fee is charged in addition to the expended shipping already paid to the carrier, and the balance is refunded through Paypal. If a chargeback is initiated then a further administrative fee will be deducted after the investigation concludes. Paypal, the processor of all mail and internet orders, only requires the shipment be sent to the verified customer address and this address can be updated by the customer by logging into the customer's paypal account.
PURCHASERS AGREE BY PLACING ANY ORDER THAT THEY HAVE READ AND UNDERSTAND OUR STORE POLICIES AS PRINTED ON THIS PAGE. CALL, TEXT, OR EMAIL FOR ANY CLARIFICATIONS CONCERNING ANY PRODUCTS OR PROCEDURES WE USE PRIOR TO PLACING AN ORDER. ANY MISUNDERSTANDING CONCERNING ANY PRODUCT SOLD ON THIS WEBSITE MUST BE THE RESPONSIBILITY OF THE CUSTOMER. ALL SALES ARE FINAL! SEE THE BOTTOM OF EACH PAGE FOR HELPFUL INFORMATION.
WE GUARANTY OUR PRICES WITH TESTING ARE THE LOWEST ON THE INTERNET. WE GUARANTY OUR SCOOTER PRICES ARE MINIMALLY PRICED AS PART OF THE MERCHANT AUTHORIZED PRICING AGREEMENT WITH X-TREME.
PARTS: The only reason you pay slightly more for any part we sell is because we inspect and test each part out of necessity to insure it leaves here in proper working and visually or pressure tested condition. This is one thing no other vendor will take the extra time to do because it does require much more effort, know-how with bench testing equipment, and employee time! We have test stands to evaluate every product we sell. And it is entirely necessary since many components travel very long distances, receiving extensive vibration and rough handling, and undergo changes in manufacturing. While testing yields less than 15 percentage of failures from received inventory we know you do not want to receive a part that does not work properly. This testing and inspection is part of our process to make our customers satisfied after the sale, saving wasted time, returns and reshipping fees.
SCOOTERS: Our Scooters are priced at MINIMUM guideline pricing. Dealerships cannot sell scooters on the internet for less than agreed upon pricing. The bottom of each scooter webpage provides details on scooter models and suggested and actual pricing. Where FREIGHT is required to truck scooters to destinations the price includes shipping to the nearest terminal. $50 is usually charged for shipment from the terminal to the customer's door. This option is available for many scooters we sell, as indicated.
In addition, some noted zip codes will incur an additional $100 for carrier delivery usually in the New York area. These Exception Zip Codes are listed at the bottom of the Scooter sales pages.
BE AWARE BEFORE YOU PURCHASE ANYTHING ON THE INTERNET you should know who you are buying from. We are an authorized dealership for X-treme Scooters and as such the warranties provided by X-treme Scooters and Green Max Distributors are valid for purchases from us unlike those scooters purchased on Ebay and other unauthorized vendors. Try to get a response from that person or vendor to see if they will be available in the possibility, if not likely, event you will need help after you have received your purchase. Unfortunately very few sellers will respond to your emails or answer a phone, if they have a phone. This is the biggest complaint we receive about our competitors from their customers and they turn to us for help. BUY FROM US! WE ACTUALLY RESPOND 24/7 QUICKLY TO YOUR EMAILS AND TEXTS, AND PHONE CALLS ARE ANSWERED OR RETURNED DURING BUSINESS HOURS AND OFTEN AFTER HOURS. IF YOU NEED HELP AFTER YOUR PURCHASE WE ARE AVAILABLE AS A PRIORITY!!
HOW TO GET A PROPER EMAIL RESPONSE
1). Always reply to the ORDER SHIPPED response we send when we send your order. This response has tracking information, carrier used, transaction number, your name and address, and the content of your order as you placed it. When you reply to this email we send confirming your order we can instantly know who you are and give you an accurate response.
1A). It is bad etiquette to not provide the previous bodies of emails within the return emails. When you simply send an email without any previous reference to subjects in discussion you are trying to force the respondent to look back to see what you are talking about. You may think everyone is aware of your prior emails and can help, but this is not true. Be aware that most companies don't have time to look back at previous emails to see what you are referencing.
1B). When using Paypal as your processor never request a shipping address that is not approved and confirmed by Paypal. We always ship to the confirmed shipping address. As Paypal is the processing agency they are considered the Merchant and have the right to request all shipments be sent to their approved address. We have an obligation under their Seller's Protection Policy to abide by this prodecure. We also have procedures for addressing shipment to other addresses in our Order FAQ information and How To Order information. The Order FAQ is customer questions and replies to help each customer understand the best way to order and understand our policies for all orders. The How to Order page provides all ways to pay for an order and have an order shipped to any other location than your confirmed paypal address.
2). NEVER send an email referencing an order without all the 1) information. We may mistake you for another customer and give you incorrect information back to your response.
3). Know your terms of sale information, the Order Policies. We specifically give customers information about what we will provide and what they agree is reasonable for each transaction. The top of each web site page provides detailed Order Policies. Placing an order is agreeing to the terms of sale as listed in our Order Policies.
4). Be aware that we are trying to keep our prices low, avoiding miscommunication. See additional customer questions and answers on our ORDER FAQ page, link listed with each item and also available at the top of each web site page.
5). Never forget that you can use our SUPPORT information, listed at the top of each web site page, to email or call us during business hours, plus more support in the format of a Forum for customers who we do not support with parts and service.
6). And, importantly, we are not the support organization for every scooter manufacturer, outlet, web site, or person trying to sell a noname scooter (or even a brand name scooter). We are independantly owned and operated to provide sales and service for scooter WE sell from OUR web sites. We sell our own scooters and scooter parts. We do not service or provide support for any other organization, sales outlet, person, or company. We will be glad to try to help, but we can only offer help from our own resources for our own parts for our own scooters that we sell on our website. Customers using our parts to repair their own scooters (that do not have parts support) are not able to utilize any warranty for parts they use for other type scooters. Many parts will provide customers a means of repair or remedy to their needs, but we only provide our 30 day warranty to customers using parts on the scooters we sell as spelled out in our Order Policies.
7). And finally, any information we provide you (for exchange, or otherwise) must be followed to the letter. Deviation to form and policy, emailed detail and requirement, will ultimately result in obvious delays if not followed, possible loss, and very likely be left to carrier tracing and paperwork for which there may be no end. Just follow directions and play it safe.
PARTS WARRANTY: We warranty that the parts we ship from our own warehouse are the same parts you have indicated in the Shopping Cart (unless stated as a substitute on our Availability Page), and further that they have been tested for proper working order and defect free when shipped from our own warehouse, and otherwise unless damaged in shipment and carrier insurance has been specifically purchased as available on our HOW ORDER page by the customer there is no replacement warranty and All Sales Are Final. The parts we provide for sale are made of the highest quality components we can find by manufacturers we trust. We have rejected many suppliers for insufficient parts quality. We periodically test and evaluate parts we are receiving to inventory for scooters we sell and support to insure they continue to meet our quality standards! To date, few failures have resulted from any product we have sold attributed to the part itself when used to replace the original in a Rad2go, Vapor (for Vapor parts only), Razor, X-treme, and many other brands of scooters where the original or quality generic universal parts are used and installed properly as recommended by the manufacturer. We use our parts to make our own repairs and performance improvements, further evaluating and testing under extreme conditions all parts we sell.
We also offer Original Equipment Manufacturer (OEM) parts for X-treme model scooters that may be shipped directly from the X-treme Scooter OEM Parts Warehouse (GREEN MAX DISTRIBUTORS or otherwise associated companies) after you place your order. These parts may be provided in this way when we do not stock sufficient quantities or stock less than popular parts in our own warehouse or when we have no stock of a particular part, or when a combined order of parts must be shipped. These orders are shipped and the limited warranty is provided by the X-treme Parts warehouse only. These orders are shipped in the order received at the X-treme warehouse and we make no guarantee as to when or how long it will take these parts to be shipped or how the part(s) will be shipped. We know from experience that this method will require less time than placing a customer order into our own back-order status and that the warehouse will provide the part(s) in a timely manner that is faster than other alternatives. As some X-treme Models go out of production (discontinued) the shelved parts will eventually also be sold and no longer be available. All contact in connection with these supplied parts for warranty or non-receipt issues should be directed to them with information we provide in email format with the Subject line as OEM PARTS ORDER RECEIVED or OEM PARTS ORDER SHIPPING. During and after receipt of the order and in reference to a problem with the item(s) in an order please contact the following warranty and service center where help (under terms of the warranty as printed at http://www.x-tremescooters.com/warranty.html) will be provided by X-treme when you fill out a ticket for help http://www.x-tremescooters.com/support/ for X-treme scooter parts issues.
You may advise us for assistance, but all warranty and shipping issues are with the shipper of the order, the X-Treme Scooter OEM Parts warehouses.
SCOOTER WARRANTY: ELECTRIC and GAS SCOOTERS, including X-treme scooters, are drop shipped from reputable companies, have excellent after sale warranty coverage in the 30 days or more after RECEIPT of the product (most X-teme scooters with an Extended Warranty will have warranties that begin on receipt or for Christmas gifts on Christmas Day and continue for 90 days to 1 year depending on the model). X-treme scooters also now come with a money back satisfaction guaranty when the scooter is returned (policy subject to change). When your order is shipped we send an EMAIL: SUBJECT LINE - ORDER SHIPPING / WARRANTY INFORMATION in which we provide not only the tracking information and likely ETA of delivery by carrier but to also monitor the progress of your order shipment. We provide the details of your warranty options to make sure you are well acquainted with the stated provisions of Scooter Warranties from central warehouse companies who back these scooters with parts, technicians, and support directly from their warehouses via methods outlined in these policies. Our company, Ecoleco.com also known as Scootersupport.com and Escooterparts.com, does not cover 'after sale' warranties on scooters since the importing companies offer these limited warranties according to their specified written policies, warranties included with the scooters and for which you pay in the price of the scooter. We do HIGHLY recommend that you inspect your scooter thoroughly after receipt (no matter when) and periodically thereafter for safety and possible warranty issues. Refer to our maintenance checklist for helpful information. If you encounter a problem with your X-Treme scooter or part within the warranty period then contact the following warranty centers where help under terms of the warranty is printed at http://www.x-tremescooters.com/warranty.html is substantially available: http://www.x-tremescooters.com/support/ for X-treme scooter issues. Scooter warranty and provisions are the responsibly of the shipping companies, X-Treme Scooters or GREEN MAX DISTRIBUTORS or otherwise associated, and as independant agents all sales through Ecoleco, ScooterSupport, and Escooterparts we have no warranty or part in warranty or after sale coverage of scooters. X-treme scooters provides a form TICKET that you must initiate at http://www.x-tremescooters.com/support/ for technical help or replacement of defective scooters or to receive parts under warranty. This ticket MUST be initiated within 30 days of the date of the order receipt OR as specified in the warranty terms. The X-treme Warranty Provisions are also reprinted here on our website and customers purchasing X-treme scooters should preread and understand the terms of any scooter warranty prior to purchasing our or any scooter sold on the internet. In the case that other sellers list Scootersupport.com as a provider or support organization for the scooter they sell, please note that we only support our own scooters customers. If you purchased elsewhere you will be asked for details and referred back to the seller if your scooter was purchased on Ebay or another non-supporting non-authorized supplier attempting to make us the care taker for scooters they are selling without any ability or desire to support what they are selling! These sellers will take your money without regard for your after sales needs!!!
Scooter Warranties ALWAYS RECOMMEND THAT YOU ACCEPT DELIVERY even when a box shows the potiential of minor damage since it is faster and less expensive to ship replacement parts per the stated scooter warranty as printed and linked from the scooter descriptions. If you find any damage or defects then use the procedure for Warranty Damage as outline below. X-treme Scooters (GREEN MAX DISTRIBUTORS) does not recommend refusal of scooters received with minor box damage and only minor damage to some parts of the scooter. When notified within the terms of warranty of shipping damage of this nature X-treme will ship replacement parts for any damaged parts according to the provisions of the warranty in a timely manner as possible. Use of the Support Ticket system is provided for this purpose - www.x-tremescooter.com/support. High volume conditions may result in some back-order situations where a customer must wait for the arrival of parts by the shipping warehouse/provider of the scooter. These rarer circumstances where parts must await arrival from overseas to satisfy warranty repair or parts replacement are out of the control of these companies, but the parts are ordered with a high priority to provide the customer the fastest possible resolution of any issues. These instances demand that the customer await parts arrival for shipment and satisfaction of these parts warranty issues. Ordering any scooter from our stated suppliers is conditional upon these possibilities from occuring during peak activity as may occur during the Christmas Season and summer activity.
If you receive a scooter in an otherwise apparently undamaged condition but after inspection according to the scooter warranty timeline you determine some unsatisfactory condition or missing piece, contact the warranty center to determine the best course of action. In most cases they will send you what you need or provide a satisfactory solution to remedy the situation. But reasonable troubleshooting and even necessity to have a shop evaluate the problem may be necessary in worse case senarios. Customers must make the effort to determine the cause of a problem by investigation and procedures suggested by technicians in support departments. Ecoleco, Escooterparts, Scootersupport, and it's employees and associates are not responsible for customer satisfaction after the customer has received the ordered scooter and we have no control over the actions required or resulting from warranty resolutions. However, that being said, we are more than willing to assist our customers to obtain resolutions. Contact us by email (SUPPORT on each page's Index Box) or by phone (as listed at the bottom of this page) before taking actions on your own or through credit card or paypal means that can delay or prove costly to resolutions of any problem. If you do not contact us then we cannot help! We also welcome hearing from our customers regarding any warranty resolutions. We will not do business with companies who do not represent their products properly or stand behind the products they sell. If customer satisfaction is not upheld under warranty then we will suspend all support and sales of that brand of scooter through the supporting company. That is why we need your feedback for warranty resolutions.
When you order a scooter it is understood by us and you that you have investigated and understand how a scooter operates under normal operation and under normal conditions. Our scooters are not unlike street driven motorcycles that are approved for street use, and therefore are the safest means of operating a motorized vehicle of this type. Scooters can be powerful and require normal education and adjustment to the feel and operation of each scooter. Injury can occur when scooters are operated improperly or without training and gradual adjustment or understanding. We expect our customers to take proper care in this learning process. Customers who purchase one of our scooters agree that by so purchasing and operating a scooter they waive the right to hold ecoleco, escooterparts, or scootersupport, their agents or employees responsible for any damage or injury as a result of improper operation of any scooter we sell.
ALL SALES ARE FINAL after a shipment has been ordered unless we receive cancellation prior to processing of the order. We send a confirmation of the order and there is a brief period of time which will allow a customer to cancel an order before carrier pick up. Please be sure you are ordering the right part or scooter! There is very little we can do to stop a shipment after it has completed processing. You will be reponsible for any charges, fees, restocking, or return shipping if a part or scooter cannot be cancelled prior to shipment. Your SHOPPING CART LISTS ALL YOUR ITEMS YOU ADD THEREIN AND YOU DO NOT HAVE TO CHECK OUT IF THE DESCRIPTION DOES NOT MATCH WHAT YOU HAVE PLACED IN THE SHOPPING CART USING THE ADD TO CART BUTTON! If you are in doubt prior to placing your order you can email us for help! Orders made without consulting us for help in a sitution where a customer orders a part in hopes it will work will not be eligible for return. Parts are shipped only as requested via a shopping cart system, listed with descriptions, processed by Paypal with Credit Card Verificaiton of Address, and tested prior to shipment per the customer order only. No returns are allowed for exchange, refund, or card credit once an order has processed and shipped. Unauthorized returns will be considered lost goods not subject to refund of any kind. If a shipment is refused and returned by the carrier up to a 25% restocking fee will be deducted on the order and the shipping and handling fee will be forfeited as paid to the carrier for the attempted delivery. If after receipt of an order a customer ships back the order without return authorization or without a proper return address then the package is considered lost goods and cannot be accepted at our shipping only warehouse. Any circumstance where return receipt may be shown as completed due to how postal or other carriers prescan packages prior to delivery will not be considered a completed return by a customer. These instances are false delivery confirmations generally from USPS Delivery Confirmation prescanning. Return Delivery must be confirmed by signature required service only to verify that the delivery has actually been received when no Return Authorization Number has been issued!
In the event a part is ordered that is currently OUT OF STOCK either as shown on the AVAILABILITY PAGE with no current ETA the customer can request a full refund within 45 days from the date of order. After 45 days Paypal will charge a 5% fee and the refund will be less as refunded through Paypal to a valid email address. After 90 days if the part is still unavailable or becomes no longer obtainable then a customer In-House credit can be used by the customer to apply against a one time purchase for any other available product(s) in our own warehouse (not X-treme OEM Warehoused Parts for X-treme Model Scooters) as long as the inventory is currenty in stock. No refunds are issued after 90 days. All proof of sale for credits as verified in the original order EMAIL response from our company (Ecoleco or Scootersupport) is the responsibility of the customer to maintain and furnish on request to us at the time of use of the In-House credit. We do not maintain customer records after six months. All In-House credits expire after 24 months from the original date of purchase. In-House credit purchases are only made by making a normal purchase using the Shopping Cart system, by also emailing the original purchase information by replying to our email response to the order or subsequent emails with the order details and date of order, and we credit back the full In-House credit for use in partial or full payment of that new purchase using the original purchase In-House credit amount as long as it has not been verified as shipped and it has not been more than 24 months.
CARRIER DAMAGE. If your shipment is damaged, other than cosmetic condition, or lost without receipt then immediately make it known to the carrier or do not sign for the shipment if damage is evident. Signing for a shipment indicates your acceptance. If hidden damage is found where carrier abuse has caused a breakage or damage to a part or scooter, then contact the carrier as soon as possible to report the problem. Insurance is the responsibility of the customer for each order and is available on our HOW TO ORDER page. Items shipped by USPS (MAIL) are only insured for delivery loss using the Delivery Confirmation Notice, not damage. Insurance for damage is available separately for most orders on the HOW TO ORDER page where SERVICES can be added to the shopping cart. Delivery confirmation is standard and included as otherwise placed on the shipment to insure it is not lost in transit and delivered to the Paypal Confirmed Address provided from your account (generally the credit card billing address). We do not refund, provide credit, or reship items when loss or damage cannot be substantiated or coverage is not in place at the customer's option. The customer must purchase USPS insurance for most parts order coverage, or UPS, FEDEX, DHL, or other insurance accordingly for Scooter orders when desired, and any follow-up to a damage claim will then be made through those carriers. We will assist with all valid claims. Orders falling outside of the Paypal Customer Buyers and Sellers Policy will not be acceptable for valid claims for restitution from loss, damage in transit, or failure upon receipt. This applies to Credit Card orders for parts and Scooters. No claim support is available for items or scooters ordered by phone utilizing a credit card payment. Our packaging is always within carrier guidelines for more than adequate insulation against damage, and our scooters are shipped with high quality packing to provide adequate delivery throughout the contiquous USA with reasonable carrier care during delivery. If you have an extended scooter 30 day or longer Factory Warranty then contact X-treme Scooter for warranty issues by following instructions provided to you at the time of purchase and shipment or using the Support Ticket System.
EXCHANGE FOR DEFECTIVE PART. - SEE PARTS WARRANTY ABOVE for details of coverage.
EXCHANGE FOR ORDERING THE WRONG PART. - Parts (EXCEPT ELECTRICAL PARTS INCLUDING CONTROL BOXES) ordered in error by customers can be returned with a 15 to 25% restocking fee if after the part is inspected it tests good and is physically and cosmetically a returnable part for resale when the part value is generally greater than $10 (parts less than $10 may not merit return due to the customer's return shipping expense and the restocking fee that together would negate a worthwhile net refund). If the part has obviously been used and installed for troubleshooting purposes then it will be rejected for reuse or any refund credit.
All that is necessary is to reorder the correct part in our inventory as stocked. Within two days from the date of receipt reorder and in the new order message to seller or notation area say that you received an item that was not correct for your particular need (you ordered in error). When we process your new order for the new and correct item needed we will provide a return authorization number and instructions for return of the incorrect item your ordered. You must email us the tracking number and carrier used for your return within 5 days after the Return Authorization Number has been issued. Failure to ship back an item promptly during this time frame voids the return authorization and reverts the order to an 'All Sales Final' status. Otherwise, once this incorrect item or order has been returned properly as instructed then a credit will be issued less 15 to 25% of the price you paid for the item, excluding all shipping and handling, to your paypal account (email address you used) where you may receive a check from paypal or use the credit for other purchases on the internet. No refunds or credits are provided under any circumstances if you, the customer, do not place a new order for the correct part (in this situation the 'All Sales Are Final' policy applies). * The restocking fee and percentage is determined by the value of the item and other considerations necessary to return items to inventory due to customer error.
ORDERS RECEIVED AND SUBMITTED IMPROPERLY. If you submit your order improperly using a money order payment without following the instructions provided at How to Send A Money Order then we will contact you concerning your error(s) if possible (being that an email or postal address has been provided). Your shipment will be packaged and await your correction or submission of a balance due. If you do not provide sufficient contiguous 48 USA state, international, or otherwise destination shipping, failing to email us for the proper shipping fee when falling outside the contiguous 48 USA state area, then your order will be held for a period of 30 days to allow you time to submit the balance due on your order. After 30 days we will consider your order forfeit and no longer provide storage or allow receipt of the balance for completion and shipment of the order. No refunds will be allowed for incomplete or balance due orders. It is the customer's responsibility for foreign (including Alaska and Hawaii) destinations to email for an order total that includes the necessary shipping and handling to the customer. It is the customer's responsibility to provide information as required and indicated at our website and link, How to Send A Money Order. We do not accept Paypal payment for International (including Alaska and Hawaii) orders unless preauthorized and a special Shopping Cart link is provided by email that includes the proper item and order total.
ORDERS RECEIVED WITH INCORRECT ADDRESS INFORMATION. If an order cannot be delivered because of an incorrectly provided address then the item will be returned to the shipping warehouse where it can be reshipped to the customer corrected address, or the order can be cancelled. A new shipping fee will be charged for reshipment. If a part is returned to inventory then a restocking fee is charged in addition to the expended shipping already paid to the carrier, and the balance is refunded through Paypal. If a chargeback is initiated then a further administrative fee will be deducted after the investigation concludes. Paypal only requires the shipment be sent to the verified customer address and this address can be updated by the customer by logging into the customer's paypal account. If you do not provide the shipping fee and your corrected address within 30 days then the order will become forfeit and no refunds will be allowed or returned. We are not responsible for orders submitted with incorrect or false address information and we will disallow all attempts for refund of monies submitted. Please make any corrections to Paypal Address and Customer Information before ordering since we must ship to the confirmed address provided by Paypal.
IF A CARRIER MAKES A CHANGE OF ADDRESS THAT REQUIRES PAYMENT OF A CHANGE OF ADDRESS FEE THEN THE CUSTOMER IS RESPONSIBLE FOR PAYMENT OF THAT FEE. Sometimes these charges are billed after deliver, but it is still the customer's responsibility to pay the fee when billed, or refuse the delivery if unwilling to pay the charge. Acceptance of the delivery means acceptance of the Change of Address fee that can be up to $15. If the fee is not paid in a timely manner then an accounting fee will be added at the rate of $10 per month until the maximum amount is billed and filed in Small Claims Court for judgement.
We do our best to provide a quality product and insure your satisfaction. We have had many emails stating eScooterparts.com and Scootersupport.com would be recommended to friends and relatives. This is the highest form of compliment and we do appreciate your business.
On a personal note we have children, too. They have been riding the scooters we sell since 2001. We have never had any major problems with only minor maintenance. We think you will find the scooters sold here are of very high quality if you maintain them properly. See our maintenance checklist for helpful information in making your electric scooter perform to specification and remain trouble free. And you might even have some fun by increasing performance and function using our dependable parts!
ORDER TURN AROUND TIME. Orders received prior to 11:00 am Central Time are generally shipped within 24-36 hours. Transit time for most items shipped in the contiguous USA is 1 to 4 days, but some locations and some items may require longer due to weight and shipping fees you pay, and very large orders can require 1-6 days for delivery by UPS. Larger quantity orders can delay if necessary for inclusion of incoming parts to complete an order, and for necessary time to test and properly package the order. Our parts AVAILABILILTY page provides information on parts which have been delayed and status updates as available. Parts incoming to our warehouse are not listed even though temporarily out of stock since arrival is imminent.
We attempt to keep all parts in stock with the exception of some X-treme sccooter parts which ship from outside (OEM Parts) warehouses, for which we have no control over processing time before shipment occurs.
Carrier delays can also not be predicted for any order from any location.
ECOLECO, SCOOTERSUPPORT.COM and ESCOOTERPARTS.COM
1829-1 County Road 130
Pearland, TX 77581
Office we Ship From (Not a Parcel Receiving Address)
Always Email Us First for a Return Authorization Number and Receiving Address!
EMAIL IS MONITORED 24/7 FOR FAST REPLYS AND ORDER HANDLING
Warehouse Phone (Call Mon-Fri Days): 281-997-6907
*** Best Time To Call is Mid-Afternoon CENTRAL TIME ***
Mobile Phone: (Text Only - Anytime): 281-317-7307
NOTE: Warehouse is not always attended and high
call volume may divert calls to the message system.
Emails are our preferred method of assisting you
but you can also send a text message anytime, too!
Merchant order Policy enables a working arrangement between the merchant and the customer. Stating a policy clarifies what is expected of both parties before and after the sale. An order policy helps the merchant fairly price goods without padding for unexpected loss. Bottom line - Customers should always read the portion of a merchant's order policy page that may apply to their pending purchase and after sale support.