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Shipping & Delivery

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?

Yes! We offer FREE shipping to the lower 48 states in the US and in Canada. Learn more about our Shipping Policy here.

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. 

Orders & Return

1. Can I change the item I ordered or change the shipping address?

Yes, please contact questions@niu.com for help before shipping. We will try our best to assist you, but please note orders cannot be changed after they are shipped. 

2. How much will it cost me to return my item within the 30 Day Return time?

If there is a problem covered by warranty, NIU will help fix the problem or accept a return at no cost. For Change of Mind returns, you will be responsible for the cost of return shipping. Return shipping costs vary by distance. (Our return address for the US is in California, and Montreal for Canada.)

3. What if I change my mind and don't want the item anymore?

We accept change of mind returns.  Learn more about our Return Policy here.

4. If I need to return my scooter, how do I ship it?

Should you need to return your scooter or send it in for a repair, please contact us for instructions and fill in the online form. Once your request is approved, we will send you the return shipping label.


It is best to use official NIU packaging (cartons and foam blocks) to return your scooter. Because of this, we recommend keeping your original packaging when you first receive your scooter, for at least 30 days. When packing the scooter, you will need to remove the handlebars and disconnect the cable and pack the scooter as it was originally.


Then, you'll need to remove or completely cover all stickers and shipping labels on the outside of the box. We regularly re-use boxes to reduce waste and old stickers and labels can cause delivery issues.


You have two options to hand over your packed scooter box to FedEx: drop off at a FedEx location, or schedule an at-home pickup. Both options are free of charge, so we highly recommend scheduling a pickup due to convenience and service inconsistencies at FedEx locations.


To Schedule an At-Home Pickup


Have your tracking number handy and call 1.800.463.3339 and say you want to “schedule a pick-up”, then specify that you are “using a label” when prompted for an account number. You will need to have the return label attached to the package. If you don’t have a printer, you may visit any FedEx location with your digital label to have it printed free of charge.


To Drop at a FedEx Location


Find a FedEx drop off location and bring your packed scooter box there. You do not need to print the return label as long as you have the digital version available for FedEx to see. We recommend contacting your location of choice ahead of time to ensure they are able to receive your package (especially if they are within another business, such as a drug store).

Batteries

1. Should I completely drain the battery before charging?

No. NIU Energy battery technology protects your battery from overcharging, so you can charge whenever you want.

1. How long do NIU batteries last?

A good battery is the most essential feature in any electric mobility vehicle or device.

That's why NIU offers a 2-year Battery Life warranty.

All NIU kick scooter batteries are thoroughly tested to ensure you'll reach 500 charging cycles before a noticeable difference in your daily use. 

If we take the KQi3 Pro as an example, we can see that with a range of 30 miles, a daily commute of ~5 miles, and assuming you charge it every 3 days, then 500 charging cycles can last 1500 days - that's 4 years! 

In the NIU app, you can easily find all the information about your battery and charging cycles, a useful and transparent feature not common among other kick scooter brands.

3. How long is the battery life of the kick scooter?

The NIU kick scooter battery can undergo 500 cycles of charging and discharging under normal working temperatures (0-45 °C for charging and -15-60 °C for discharging).

KQi Kick Scooters

1. Can I ride the kick scooter on rainy days?

NIU kick scooters are rated IP54, which means the scooter is protected from dust and light splashes. You should be fine in light rain or passing through small puddles, but avoid getting the deck of your kick scooter wet as that is where the battery is located. 

2. What are the requirements for the rider?

The scooter can handle a maximum weight of up to 100 kg (220 lbs). To avoid accidents, we do not recommend riders above the weight limit use the kick scooter. The rider should meet the legal riding age in their region, be in good health, and complete the user tutorial in the NIU app.

3. How do I ride the NIU kick scooter? What precautions should I take?

Power on and kick start the scooter. Kicking off the ground to reach ≥ 4 km/h, place both feet on the scooter deck and slowly press the thumb throttle. You can now accelerate normally. When the vehicle speed is < 4 km/h, the accelerator is disabled for your safety.

When riding the vehicle, make sure to wear protective gear such as a helmet, wrist guards, and knee pads.

4. Can I turn off the halo light?

The NIU halo light is a daytime running light and cannot be switched off. With the Halo light on, riders can see you from very far away. This form of passive safety feature goes a long way in ensuring your safety when riding your NIU. During the daytime, using a daylight running light reduces the accident rate by 12% and fatality rate from accidents by 26%!

5. Does the KQi3 have a suspension system?

While the KQi3 does not have traditional suspension, it does use large, wide tubeless pneumatic tires that provide excellent shock absorption. Some solid-wheeled scooters require suspension to provide the most basic of comforts, but this is not required with the large, wide tubeless pneumatic tires we use for the KQi3.

6. What is the best tire pressure for my kick scooter?

Getting the right tire pressure for your kick scooter is important. It is not only the tire that supports the weight of your kick scooter but also the air pressure inside the tire.

Tire pressure influences your vehicle performance like driving comfort and general handling behavior.

The tire pressure for your kick scooter should be 45-50 psi or 3.10 - 3.44 bar. You can also see this information in your user manual.

It's best to check your tire pressure every month.

7. Is the battery of the NIU kick scooter removable?

The kick scooter has a non-removable battery. If you encounter any problems with the battery, please contact after-sales service for repair.

8. How do I change the riding modes for my KQi scooter?

There are several riding modes that you can use for your KQi scooter.

The 4 modes are E-Save / Sport / Custom / Pedestrian.

After a long press of the power button to turn on (or off) the device, short press once to change riding modes.

E-save mode has a riding speed of up to 15 km/h for your KQi kick scooter.

To unlock the top speed, you will need to bind your scooter to the app and complete the new rider tutorial. Only after that you can switch to Sport mode and reach the maximum speed of your kick scooter.

Custom mode is enabled in the NIU app by setting your preferred top speed.

Pedestrian mode is enabled with five presses of the button, and limits the scooter to a maximum of 4km/h.

9. What should I do if there are scratches on my kick scooter?

If there are scratches on your kick scooter upon unpacking it, you can contact our after-sales service. The scratches will be repaired under warranty. The warranty will be confirmed after investigating the case.

If your kick scooter has scratches after having used it, you can contact the after-sales service for repair. This won’t be covered by our warranty.

10. What do you call it a "kick scooter"? Do I need to kick all the time?

Nope! NIU electric kick scooters just need to be "kicked" to start moving and then the motor takes over, carrying you to speeds of up to 20mph in comfort and style.

11. How long is the service life of the folding part of the kick scooter?

It can tolerate 3,000 folds under normal use conditions. You should still be careful when folding your kick scooter, paying attention to carefully and properly secure the latch when both folding and unfolding.

12. Can more than one app account be connected to the kick scooter?

Only one app account can be connected to a kick scooter.

13. Where can I buy the tires for my kick scooter in case it is punctured?

In case you need spare tires or your tires get punctured, you can purchase extra tires.

We can send the tires to you so you can install it by yourself, or have it repaired by our service partners.

To have it repaired in a service center, you will need to send the kick scooter to us and we will replace the tire for a fee.

13. How many degrees can the handlebar be steered to the left and the right?

The total steering angle of the front wheel l is 110°.

15. Do NIU kick scooters have cruise control?

Yes! Outside of Europe, all KQi2 and KQi3 series kick scooters can enable "Cruise Control" in app settings with the latest OTA updates.
Unfortunately for Europe, in order to comply with local laws and regulations, we do not support a cruise control feature.

KQi Kick Scooters Troubleshooting

1. How to fix error 03

There might be an instance where an error code will appear on your dashboard.

One of these is error 03. It refers to an accelerator fault.

Please check the state of the accelerator switch to see if the cables are plugged in tightly.

You can find instructions to troubleshoot this here.

If it still doesn’t work, please submit a service request form online.
Our after-sales team will be in contact with further instructions.

2. How to fix error 41

There are instances where you may not turn on your kick scooter for several weeks.

In some situations, you may see an error 41 on the dashboard when you turn on the kick scooter.

This error refers to a battery over-discharging warning. Please charge your kick scooter as soon as possible if you encounter this error.

If it still doesn’t work, please submit a service request form online.

Our after-sales team will contact you with further instructions.

3. How to fix brake disc noise on KQi3

You may encounter some noise from the disc brakes when you begin using your kick scooter for the first time.

Please check the state of the brake disc plate. If it's normal, please follow the instructions here.

If it still doesn’t work, please submit a service request form online.

Our after-sales team will contact you with further instructions.

4. How to fix the brakes for KQi2

If you noticed that the brakes for your KQi2 Pro are not responsive and require more tension to brake, you will need to check or fix the brakes.

The KQi2 Pro uses a drum brake and does not need adjustment. 

It is normal to hear a noise while braking because the drum brake uses friction to prevent the wheels from rotating.

However, if the wheels make noise when rolling the kick scooter without the brake, you should perform a check.

While making adjustments, refer to our diagram here. If the brake is too loose, please loosen the screws (red circle in the figure) and adjust the swing arm (red arrow) to adjust the tightness of the brake line.

If it still doesn’t work, please submit a service request form online.

Our after-sales team will contact you with further instructions.

5. What should I do if the brakes fail?

The NIU kick scooter uses both mechanical and electronic brakes.

If you’re experiencing issues with the brakes, please first check for issues with the mechanical brakes.

Hold the brake on one side and try to push the kick scooter forward. If you are easily able to move the kick scooter, the brakes are not properly working. You should adjust the brake cable fastening position in order to adjust the brake tension.

If, after adjusting the mechanical brakes, the brakes are still faulty, the problem most likely is caused by the electronic brakes. In that case, please contact after-sales service for repair.

6, How to adjust KQi2 brake tightness

If you hear a rubbing noise from the front wheel, the brake line may be too tight. 

The KQi2 kick scooter uses drum brake and only has a mechanical brake in the front. Adjusting the brake is very easy using the steps below:

1. Loosen the screws fixing the front brake cable.

2. Adjust rocker arm position. The more upward the rocker arm, the tighter the brake. The lower the rocker arm, the looser the brake.

3. Tighten the screws for fixing the front brake line.

In addition, the electronic brake can be adjusted by adjusting the regenerative braking sensitivity through app. You may choose between three levels: strong, medium, and weak.

You can refer to more detailed instructions here.

7. What should I do if the battery doesn’t charge?

If the battery doesn’t charge anymore, please check and make sure the charging port is clean and free from obstructions.

Issues with charging may also be caused by the charger itself. 

Plug the charger in but keep it disconnected from the kick scooter. Check if the charger indicator is green. If it is red or not lit at all, the charger may be damaged.

In this situation, contact after-sales service for repair.

8. How to fix the red dot showing on my KQi dashboard

If you see a red dot on your kick scooter dashbaord, we recommend that you send your vehicle to our service center for maintenance.

Please submit a service request form online.

Our after-sales team will contact you with further instructions.

9. How to fix a kick scooter that won't turn on

There are instances when the kick scooter may not turn on the first time using it.

This often occurs when some cables are disconnected. 

Please check the two dashboard cables to see if they are connected properly. You can refer to the diagram here.

If it still doesn’t work, please submit a service request form online.

Our after-sales team will contact you with further instructions.

10. What should I do if the headlight does not work properly?

If the headlight is dim, uneven, or not working at all, please check whether there is dust or water in the light hood.

If you find dust or water inside the headlight, or you are unable to press the power button twice to turn on and off the headlight, contact after-sales service for repair.

11. What should I do if the handlebar stem wobbles during a ride?

If you experience instability in the stem while riding, please check the following items: 

1. Check if the folding latch has been correctly latched.

2. Check if the stem fastening screws are tight. Tighten the screws if needed.

3. Check if the fastening screws connecting the dashboard and the stem are tight. Tighten the screws if needed.

12. What should I do if the wheel motor stalls?

Stalling is most likely to be caused by a damaged controller. Please contact the after-sales service for repair.

13. The kick scooter is leaning forward when braking. What can I do?

If your kick scooter is new, the brakes will loosen and become smoother after a short period of time. 

You can also adjust the regenerative braking settings in the app. When setting it to weak, the electronic brake system will be smoother.

14. What should I do if the brake handle does not return to its normal position?

You can check if there is anything stuck in the brake handle. Remove any dirt or small particles that may be stuck there.

If the brake handle doesn’t return to its normal position due to a mechanical defect, it will have to be replaced. Contact after-sales service for repair.

15. What should I do if the thumb throttle does not return to its normal position?

If the thumb throttle is not returning to its normal position, you can check if there is enough space between the throttle and the handle grip. If there is not, you should adjust the position of the thumb throttle or the handle grip so that there is a proper gap between them.

Also, check if the thumb throttle set screws are loose enough. If they are too tight, the thumb throttle can easily get stuck. 

If these steps still don’t resolve the problem, please contact the after-sales service for repair.

16. What should I do if I hear a rattling noise during a ride?

The rattles are generally caused by loose parts, friction, or vibration.

Standing next to the kick scooter, push it forward to determine where the noise is coming from. If the noise is caused by loose screws, please tighten the screws. If you cannot determine the problem, please contact the after-sales service for repair.

17. What should I do if the handlebar tube becomes loose?

When the handlebar tube becomes loose, check if the handlebar locking cover is loose. Tighten the handlebar locking cover screws if needed. If the handlebar is still loose after tightening the locking cover, please contact after-sales service for repair.

18. What should I do if the dashboard doesn’t power on?

First, check if the power button has moved or if it got stuck. If so, you can try to move it back to its correct position, press and hold, then check if the display powers on.

If the dashboard remains off, contact after-sales service for repair.

19. What should I do if the tail light doesn’t power on?

If the tail light does not power on, the tail light or the controller may be faulty. Please contact the after-sales service for repair.

20. What is the correct way to use the folding function of the folding stem?

To fold the kick scooter, pull the latch release switch upward. While holding the handlebar with one hand, press the safety latch all the way down. Connect the folding hook to the latch on the rear fender to secure the dashboard to the deck.

To unfold the kick scooter, press the lock release button on the rear fender and lift the stem so that the folding latch snaps (until a click is heard), press the folding latch upward (until a click is heard) and it is secure against the stem.

21. My kick scooter doesn’t ride after pressing the thumb throttle down. What should I do?

If you are using the kick scooter for the first time, please make sure you have assembled and paired your NIU kick scooter correctly.

If you have completed the assembly and pairing process and you’re still not able to ride the scooter, please contact after-sales service for repair.

22. What should I do if the tire swings from side to side, or bounces up and down during a ride?

Check if the front and rear wheel fastening screws (nuts) are loose. If they are, tighten the screws (nuts). If they are tightened, please contact after-sales service.

BQi e-bike

1. How to assemble my BQi-C3 Pro?

Assembling your new BQi-C3 Pro should take between 20-30 minutes (per customer feedback), but that will vary based on different levels of experience. Feel free to watch our official BQi-C3 Pro assembly video (below) for more detailed instruction!

2.Do you provide professional assembly service? 

Yes! Please fill in your zip code to check if there is a service center near you. The price for professional assembly will show during check out.

3.I can't install the left pedal, what do I do? 

The left pedal will screw into the crankshaft COUNTER-Clockwise. Please be sure you aren't accidentally turning the bolt in the wrong direction. A quick and easy way to think about it is that both pedals must be turned forward toward the front of the bike.

4.How do I adjust the angle of the handlebar?

To adjust the angle of the handlebar, you will need to use two allen wrenches, one for each side of the stem, to loosen the bolt. Then you will be able to adjust the angle. Finally, retighten the bolt to secure the handlebar at the angle you desire. 

5.Does the BQi-C3 Pro connect to the NIU app?

The BQi-C3 Pro does not have Bluetooth or connect to the NIU app, but you can still check the battery percentage and other riding stats on the display screen.

6.What type of battery does the BQi-C3 Pro use? Lithium or lead acid?

NIU uses a ternary lithium cell, which is widely used by high-end electric brands like Tesla. Compared to lead acid batteries, ternary lithium battery cells have higher energy density and perform better in low temperatures, allowing the NIU battery to be small and light.

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