Shipping Damage Claims
UrbanScooters.com prides itself on selling top quality merchandise from first-rate manufacturers. All merchandise passes a rigorous inspection process before shipment to guarantee it’s free of damage and/or defect. In the unlikely case a product arrives with shipping damage or a defective part, we have policies in place to make sure you're covered. Our shipping damage and defective part policy is as follows;
Inspect Your Order: If obvious shipping damage exists on delivery, make sure the carrier notes the damage before they leave. Thoroughly inspect your order within three days of delivery! If you receive merchandise with shipping damage or a defective part, you must file a claim with UrbanScooters.com within three days of delivery. All claims made after three days will not be considered shipping damage and must be resolved per your manufacturer’s warranty.
File A Claim: Email Technical Support at firstname.lastname@example.org. Include a detailed description and photos of all damage and/or defects, your invoice number, full name and shipping address. With this information, we’ll be able to provide top-notch service and a quick resolution to your claim.
After Filing A Claim: Technical Support will review the claim. If the issue(s) is determined to be a defective part or damage resulting from shipment (and not caused by abuse, neglect or failure to follow instructions in the Owner’s Manual), support and/or replacement parts will be provided free of charge. Technical Support will begin working with you to get you on the road ASAP.
Technical Support will provide instructions detailing how to make repairs and/or install replacement parts. Replacement parts, if needed, will be shipped ASAP. It is the responsibility of the customer to follow all repair instructions and physically install the parts. Technical support will continue to follow up until the claim is fully resolved.
In some cases, return shipment of the original part(s) may be required prior to shipment of replacement parts. In this situation, the customer will be provided with a pre-paid mailing label.
Cosmetic damage including small rubs, scratches, blemishes, oxidation, or wear marks can occasionally occur. This damage is usually correctable through replacement parts. However, if it is not, support will address these issues with touch up recommendations. Per our terms of sale, customers agree to accept merchandise with the cosmetic damage that is not repairable.
We stand by our products and provide a high level of technical support to resolve claims as quickly as possible. However, please note, we do not resolve claims by shipping replacement merchandise. If you would prefer to return damaged or defective merchandise for refund or replacement, please review our Return Policy and fill out the form at the bottom of the page. All terms noted on our Return Policy page apply.