ScooterJoe Shipping Policy
- Free Shipping! No additional shipping charges.
- Free Lift Gate Service.
- Free Residential Delivery right to your door.
- Free Notification Service! Trucking company will contact you to schedule your delivery appointment that is most convenient to you.
- Free Direct to your door service! No hassle of picking up your vehicle at a distant terminal miles away.
We offer free shipping on all orders within the continental United States right to your home. Custom shipping quotes are necessary for Hawaii, Alaska, and outside countries. Please contact our sales team for your shipping quote.
We process all orders within 24 hours. Most orders are then shipped within 1-10 business days of payment verification, excluding weekends and holidays. We ship from several different warehouses in the U.S. based on availability of inventory and your location, so that the freight trucking company can deliver your unit to you as quickly as possible. There may be times where orders may take longer based on color availability and the location of the unit.
Order Tracking
We ship from several different warehouses in the U.S. based on availability of inventory and your location, this helps us to deliver your order to you as soon as possible. Since we ship from several warehouses, our shipping department only receives tracking information once a week for all orders. Your order's tracking number and the freight company’s contact information will be emailed to you once your order has been shipped so you can track your shipment online while it is in transit. Your order may be in transit days before you receive your tracking number via email. If you do not receive an email within 10 business days, please check your email client's junk mail (spam) folder for our automated messages about your order. The average shipment time varies from 3 to 8 days once the order is on a freight truck. The average time is based on delivery location and freight company delivery schedules.
To help keep our shipping rates low, we use several different freight companies. Once your unit has been shipped, the freight trucking company will be the only one that can tell you when they will be there for delivery. We have no control over their delivery schedule. ScooterJoeis not responsible any shipping delays. ScooterJoeor Freight Company will not guarantee a delivery time.
We only ship through top rated carriers with excellent ratings to ensure your unit is delivery in excellent condition and as quickly as possible. We have shipped over 70,000 units nationwide and we will do everything we can to make your experience as positive as possible.
Freight Protection Plan (Shipping Insurance)
We offer shipping protection plans on all vehicles to protect your investment against any lost or damaged shipments.
Since all orders are shipped via a 3rd party freight company, we recommend to all buyers to purchase a protection plan to protect their investment against total loss or damage that may occur during shipment. Protection plans are based on the total amount of your order. The plans will protect your unit in the event of a lost shipment and a replacement order will be shipped to you immediately at no additional cost. You will also be protected against any shipping damage(s), and new replacement part(s) will be shipped to you immediately with no additional cost. Please note that if the freight delivery receipt is not signed as a damaged delivery, the freight protection plan is voided and is no longer honored.
Available Protection Plans (Shipping Insurance) = $39
Buyers who wish to decline the purchase of freight protection plans may not be protected in an event of a damaged shipment. In the event your vehicle was damaged during shipment and you did not purchase shipping insurance at the time of sale, we will still file a claim with the trucking company on your behalf to recover any loss. Claims without protection plans will only be funded if and when the freight company pays the claim, this can take more than 120 days. Buyer acknowledges this timeline and implications when declining a freight protection plan.
The Buyer(s) acknowledges and agrees not to exercise any legal rights to seek damages from ScooterJoeand their agents, servants, employees, officers, directors, trustees and all other persons or entities acting on their behalf for any lost or damaged vehicles which were not insured. If you receive your vehicle with minor cosmetic damages such as: fairings or plastics, please accept delivery and note damages on the delivery receipt prior to acceptance. Notify us immediately so we can send you new replacement parts. We are partnered some of the most reputable freight companies to ensure you receive the best service and experience possible. Please understand damage and lost shipments do occur 2% of the time so we encourage all buyers to protect their investments.
Lost or Shipping Damages
ScooterJoesafely packs and crates all items to assure your items will arrive free of shipping damages. However in the event you find your product lost or damaged during shipping, please fill out our online claim form and a friendly customer service representative will contact you about the lost or shipping damage claim. To guarantee eligibility for any lost or shipping damage cost reimbursements, a freight protection plan must be purchased at the time of initial order. Be sure to purchase a protection plan to insure your investment. If your vehicle was not insured, the trucking company may void any claims. Please be sure to inspect your package when it arrives.
Any damages must be noted on the delivery receipt. If the damage is not noted on the delivery receipt, we will be unable to file the claim to the freight company. Please submit all required and supporting documents within 3 days. Failure to do so will void your claim deadline. Remember to save all original packaging material in case the shipping company exercise, its right for inspection.
Trained and friendly customer service representatives are on staff to assist and resolve any shipping claims. If your unit was damage during shipping and you purchased a freight protection plan, we will make a claim on your behalf with the freight company. In most cases where damages are just cosmetic damage to your plastic panels, you may request replacement parts from us free of charge. This way you do not have to return the scooter or go through the claims process. In the unlikely event of a lost unit during transit, a replacement unit will not be sent out until the claim is approved by the freight company which may take up to 90 days. If you cancel your order during the claims process, you will be charged a 20% cancellation fee and all associated shipping costs. The remaining refund will not be issued until the claim is approved by the associated freight company.
Damage/Refused Shipment
Packages sometimes appear to be worse condition than they actually are. We ship our products in supported framed crates and even though sometimes the crate looks bent or damaged, your product is not. In an unlikely event where there are minor damages such as blemishes and scratches, please do NOT refuse your package. Accept package and send us pictures so we can take care of you. We will NEVER leave you with a damage product. Minor damages can be taken care of directly through us without going through the long claims process. Once we get the pictures we will send you replacement parts free of charge or touch up paint to repair the scratches and blemish.
If you refuse your shipment for any reason, you will be charged a 20% restocking fee and all shipping costs including the original shipment and return shipment. We are always here to help our customers and make everything right. In a very rare instance where you receive a product that is damaged beyond repair then we will send a pick up tag and have the unit returned for replacement. Again we will make that decision when we see the pictures. It is common that large items such as 250cc scooters when shipped in a metal crate will have some minor scratches or blemishes. In such a case we will send you touch up paint to touch up the damage area.
Freight Delivery Limitations
ScooterJoeoffers free lift-gate services on your order when available. There are some cases where lift-gate services are not provided by the freight company. Any associated charges for delivering, removing, or lifting a unit from a freight truck or terminal are the buyer's responsibility. ScooterJoewill not pay or reimburse you for any of these associated costs.
In addition, if your shipping address is located in a remote/rural area and the freight company determines that the roads, driveway, access roads, and/or gates are too small for them to deliver through then you will need to pick up your unit from the freight terminal. ScooterJoewill not pay or reimburse you for any of these associated costs in picking up the unit from the freight terminal or delivery from the terminal.
Cancellation Policy
ScooterJoeprocesses all orders immediately and sent to our warehouse for shipping. You will be charged a cancellation fee of 20% of the cost of your order if you choose to cancel prior to your order being shipped from our warehouse. If your order has been processed and shipped and you wish to cancel, you will be charged a cancellation fee of 20% of the cost of your order, plus all shipping costs incurred for ScooterJoeto ship the unit to you (even for a unit offered with free shipping), and all shipping costs to return the unit to ScooterJoe.
All cancellations must be sent in writing, via e-mail or fax. Please contact your salesperson for the correct e-mail address or fax number for submitting cancellation requests. Orders cannot be cancelled over the phone, but you may contact your salesperson by phone to confirm that your written cancellation request has been received.
Orders may not be cancelled or refused due to extended shipping times. Orders may only be cancelled if the order exceed 30 business days for transit.
Color Options
You have an option for color request for all products, however due to the tremendous volume of sales, we or our drop shippers cannot keep real time track of available colors. We will ship out the color that you ordered if available at time of shipment, a default color will be shipped instead if color requested is not available. Actual shape, size and features may vary slightly than what is pictured due to constant improvements. We reserve the right to cancel any order or ship out a newer comparable model at our discretion.
Shipping Policy Overview: Below is an overview of our Shipping Policy.
- ScooterJoe.com is not responsible for shipping delays.
- ScooterJoe.com is not responsible for return shipping cost
- ScooterJoe.com is not responsible for any extra cost incurred by the customer after the product has been shipped
- ScooterJoe.com can not guarantee any order delivery times
- ScooterJoe.com is not responsible for damage that occurred during shipping
- ScooterJoe.com is not responsible for costs incurred from canceling an order. All costs due to cancellation must be paid in full and are not refundable. (Example: If product has left the warehouse and the order is cancelled. The shipping company will charge freight whenever the product leaves our warehouse.). Items with free shipping will be charge the original cost of shipping to customer and return shipping which averages $250 dollars each way.
- The freight company can only hold shipment for a few days before they begin to charge storage fees. It is the customer's responsibility to be available to sign for the freight when it is ready for delivery. If the customer fails to be available to sign for a shipment and it is returned, customer is responsible for all shipping charges including originating shipping cost (even if product has "free" shipping) and return shipping.
- In the unlikely event that the freight truck cannot access your area or is unable to deliver your product due to geographic location or size of the product ordered, you will be responsible to meet the trucker at a designated area near your location or pick up your product at the local terminal. Large items will require that you help the driver take it down from the truck. Free lift-gate service and notification service may not be available in all areas and does not apply to smaller items such as helmets or parts.
- If the freight company loses your order or there is a mix-up at our warehouse and we ship you the wrong item, we reserve the right to resend another product or the correct product to you. If you want to cancel the order instead of reshipment of your product, then we will charge you a 20% cancellation fee. This fee is because we have to incur shipping cost and time to file proper paperwork for you. We need the opportunity to fix the situation for you. We will do everything to make you satisfied with your purchase.
- All originating shipping related fees are paid by ScooterJoe.com when an order is processed. The use of the phrase "free shipping", is understood to mean that shipping costs are already a part of the listed price for the unit(s).
All fraudulent credit card transaction or activities will be reported immediately to law enforcement agency. At our discretion, additional information is requested to ensure proper ownership of credit card. Identity fraud is a federal crime and will be taken seriously. We will trace all IP address when necessary and report to local and federal fraud agencies.
The ScooterJoe.com site and offers contained herein valid only for end users and not for resellers and/or online auctions. Pricing, specifications, availability and terms of offers may change without notice and is not retroactive. Taxes, fees, shipping and handling and any applicable restocking charges are extra, and vary. ScooterJoe.com cannot be responsible for pricing or other errors, and reserves the right to cancel orders arising from such errors.
For more information on shipping or to request tracking numbers: Click here to view form: or email: tracking@ScooterJoe.com
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