1. What is your delivery time?
Orders will be processed in 2 business days. You will receive your tracking number after that.
The shipping time varies from 3-8 days based on your location.
2. Will I be charged for import Tax?
We ship from local warehouses (California in the US, Montreal in Canada) so there will be no Import Tax. Per your local laws, GST may apply.
3. Do you offer free shipping?
4. Do you ship to Hawaii, Alaska, and Puerto Rico?
No, high-capacity lithium-ion batteries cannot be shipped by plane, so we can we only ship to the lower 48 states in the US (excluding Hawaii, Alaska, and Puerto Rico) and Canada (excluding Nunavik, Nunavut, Northwest Territories, and Yukon). We do not ship to PO boxes or APO.
5. Should I keep the box and packaging?
Yes. We recommend keeping the box and packaging your scooter was delivered in. This way, if you change your mind within our 30-day free return window, you can can easily return it!
6. Do I need to be home to receive my scooter?
Yes. Due to the value of our products, a signature is required from an adult at the delivery address. For FedEx and UPS deliveries, you can customize your delivery experience directly with the carrier.
7. Can my order be expedited?
Unfortunately, we cannot expedite the shipping of your scooter because of the size of the battery. There are strict restrictions on lithium batteries on airplanes, so it is impossible to ship via air. The only way we can deliver your new NIU scooter to you is via train and truck. It's worth the wait!
8. What if I need to change or cancel my order ?
Once orders are sent to our fulfillment centers for processing, it is very difficult to make updates. For this reason, modifications and/or cancellations might not be possible, but we promise we will do our best! As such, if you need to modify your order or shipping address, or would like to cancel your order, please contact us as soon as possible. For cancellations, please note that after your order has been processed, we will not be able to honor your cancellation request.
9. Can my scooter be shipped to a PO BOX , APO , FPO or DPO address?
No. Due to USPS size restrictions and delivery confirmation signature requirements, we won't be able to ship your scooter to these types of addresses. We can ship to any commercial or residential address serviced by UPS and FedEx.
10. How will my scooter be delivered?
Parcel orders will ship via FedEx or UPS Ground. Your shipment is a high-value item and therefore requires a signature from an adult to receive it. Please be aware of your delivery date and ensure that your shipping address is accurate and complete.
FedEx and UPS provide tools to customize your delivery experience once your tracking number is ready. If you experience delivery issues, please see here. If you receive a delivery notification but haven't received your scooter, please see here.
11. What if I'm having delivery issues ?
Please contact the carrier directly to provide instructions or resolve delivery issues.
Once the carrier is in possession of your order, then there is little we can do to help with delivery issues (For example, the carrier may ask for personal information that we are not able to provide). So the quickest way to solve any delivery issues is for you contact the carrier directly. If you need any other help, please don't hesitate to contact us.
If you’ve had prior problems receiving packages at your location, consider asking the carrier to hold your order at a nearby terminal for pick-up.
If you are unable to receive your package, and it is returned to us, let us know and we will process your refund once our warehouse has confirmed your package has been received. If the returned parcel is lost in transit, then we may need your help to initiate a dispute. In any case, we promise that you'll get what you paid for or a full refund.
12. What should I do if the tracking number shows my package has been delivered but I have not received it?
If the carrier reports your order has been delivered but you haven’t received it, please contact the carrier directly for more information or check with your neighbors. If your order was mis-delivered or lost by the carrier, please issue a dispute, get the case ID and notify us immediately for further assistance.
We will resend or issue a refund as necessary to ensure your complete satisfaction. Please contact us within 7 days of the missed delivery to ensure we are best able to assist you!
Important: If you believe your order was stolen after being delivered to your property, then a serious crime may have occurred and you should collect evidence, contact the police, and notify us.