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. Accept delivery and contact us to file a claim. Do not refuse shipment. Packages refused due to shipping damage are processed per our Return Policy and fees do apply.

File A Claim: Email Technical Support at support@urbanscooters.com. Include a detailed description of the issue(s), photos of all damage and/or defects, your order 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.

Thoroughly inspect your order within three days of delivery! Claims must be filed within three days of receipt. All claims made after three days will not be considered shipping related and are resolved per the manufacturer’s warranty.

After Filing A Claim: Technical Support will work with you to troubleshoot any issues. Once an issue is identified, instructions to correct it will be provided. If replacement parts are needed, they are shipped free of charge. However, if Technical Support determines the issue was caused by customer abuse, neglect, or failure to follow instructions in the Owner’s Manual, the cost of replacement parts is not covered.

We work fast. Claims are typically processed in one business day (or sooner). Replacement parts ship ASAP, usually by the next business day. It is the customer's responsibility to follow repair instructions and install any replacement parts. Technical support will continue to work with you until the claim is fully resolved.

Return shipment of the original part(s) may be required prior to shipment of replacement parts. In this case, you 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 cosmetic damage that is not repairable.

We recommend keeping the box through the end of the warranty period. If the product requires return, and the box has been discarded, it is the customer's responsibility to repackage the product for return shipment.

We stand by our products and provide a high level of technical support to resolve claims as quickly as possible. However, 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.