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FREQUENTLY ASKED QUESTIONS: 
Our most commonly asked questions are all answered here. Please scan through these questions and click to find your answer. 


ORDERING

I'm having trouble ordering online.  What do I do?
● What forms of payment do you accept?
● Do you charge sales tax?
● Is my credit card information safe when ordering from UrbanScooters.com?
● I had a problem at checkout. How do I know you received my order?
● I have a question about placing an order and haven't found the answer here on your FAQ page. What do I do?
● I have a question about an order I've all ready placed and haven't found the answer here on your FAQ page.  What do I do?


ABOUT OUR SCOOTERS, BIKES, GEAR, PARTS & ACCESSORIES

● What are off-brand scooters and clones?
● Do I have to drain the battery completely before I recharge it?
● Does my electric scooter or bike come with a battery charger?
● Is it safe for my child to ride your electric scooters and bikes?
● Is it legal to ride an electric scooter or bike where I live?
● Do your electric scooters and bikes require assembly?
● I'm looking for a part and can't find it on your website.  Do you have it?
● Can you send me a printed catalog of your products?
● What's the best darned scooter you sell?
● I have a question about one of your products and haven't found the answer here on your FAQ page.  What do I do?


 SHIPPING

● How long will it take to ship my order?
● How much does shipping cost to Hawaii and Alaska?
● I live outside of the United States. Do you ship internationally?
● Can I have an item sent to another address?
● I have a shipping related question, but haven't found the answer here on your FAQ page. What do I do?


CUSTOMER SERVICE

● I'd like to return an item for a refund. How do I do this?
● What if I get the product out of the box and it doesn't work?
● Where can I get my scooter serviced locally?


ABOUT URBANSCOOTERS.COM

● How long have you been in business?
● Are you a member of the Better Business Bureau?
● What is your privacy policy?



-- ORDERING --

I'm having trouble ordering online.  What do I do?
Give us a call!  We're happy to take your order by phone Mon - Fri, 9am - 5pm pacific time. Call us at 626-799-2099.

What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover Card, PayPal, Checks, Money Orders and Wire Transfers.

Do you charge sales tax?
Only on orders with a California shipping address. We're required by law to charge sales tax on orders shipped to addresses within California only.

Is my credit card information safe when ordering from UrbanScooters.com?
Yes! Keeping your personal information personal is a top priority. Please visit our Safe Shopping Guarantee page for more information.

I have a question about placing an order and haven't found the answer here on your FAQ page. What do I do?
Please call our Order Hot Line at 626-799-2099 Mon - Fri, 9am - 5pm pacific time. If you prefer to reach us by e-mail, our address is info@urbanscooters.com.  We'll do our best to answer all of your questions.

I had a problem at checkout. How do I know you received my order?
You'll receive e-mail confirmation immediately after your order has been placed. If you don't receive e-mail confirmation within one hour, please contact UrbanScooters.com customer service by phone at 626-799-2099 or e-mail at info@urbanscooters.com.

I have a question about an order I've all ready placed and haven't found the answer here on your FAQ page.  What do I do?
Please contact our Customer Service department by phone at 626-799-2099 or by e-mail at orders@urbanscooters.com. We look forward to the opportunity of answering your questions.

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-- ABOUT OUR SCOOTERS, BIKES, GEAR, PARTS & ACCESSORIES --

What are off-brand scooters and clones?
Off-brand scooters and clones copy-cat the look of quality brand name scooters. They're typically poor in quality and unsupported by the manufacturer or store that sells them. We've seen these scooters sold through questionable and reputable vendors alike. As you can imagine, owning a scooter that's unsupported by the manufacturer can turn into a big problem when replacement parts are needed. UrbanScooters.com is committed to offering only the best brands supported by quality manufacturers!

Do I have to drain my battery completely before I recharge it?
No.  The batteries that power the electric scooters and bikes we sell can be plugged in and recharged no matter the current battery level.

Does my electric scooter or bike come with a battery charger?
Yes!  Every electric scooter and bike we sell comes complete with a battery charger.

Is it safe for my child to ride your electric scooters and bikes?
Yes.  It is safe when the child is the right age and following the recommended safety precautions.  See our Scooter Safety Page for more information about safe scooting.

Is it legal to ride an electric scooter or bike where I live?
The laws and regulations that govern the operation of electric scooters and bikes vary from state to state.  We recommend contacting your local law enforcement agency or DMV for the most up to date and accurate information.

Do your electric scooters and bikes require assembly?
They arrive at your door 90% assembled.  Some minor adjustments will be necessary, but the process is not complicated and should take no more than 5 or 10 minutes.

I'm looking for a part and can't find it on your website.  Do you have it?
If it's not on our site we don't carry it.  We suggest contacting the store where you bought your scooter, or do a search on the Internet under the brand name of the scooter to find the manufacturer or a store that might carry the part.

Can you send me a printed catalog of your products?
We don't have a printed catalog to send by mail.  You can find our entire inventory online at urbanscooters.com.

What's the best darned scooter you sell?
Everyone's tastes are different. Why not check out our Electric or Gas Scooter Comparison Charts and let us know which one you like best.

I have a question about one of your products and haven't found the answer here on your FAQ page.  What do I do?
Check the product description page for that product.  Chances are the answer you're looking for is there.  If you still can't find the answer, give our main business office a call at 626-799-2099 or send us an e-mail at info@urbanscooters.com.  We'll do our best to answer all of your questions.

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-- SHIPPING --

How long will it take to ship my order?
For an estimated delivery date, visit our Shipping page and take a look at our transit map.  You'll receive a Shipping Confirmation Notice from us when your item ships. This notice will provide an approximate shipping date and your tracking number.

I live outside of the United States. Do you ship internationally?
Yes, we do offer international shipping. Take a look at our international shipping page for more information.

How much does shipping cost to Hawaii and Alaska?
Shipping to HI and AK costs a little extra and the shipping fee depends on the product purchased. Please contact us at 626-799-2099 or info@urbanscooters.com for a shipping quote to these states.

Can I have an item sent to another address?
Yes! You'll have the option of selecting an alternate shipping address during the ordering process.

I have a shipping related question, but haven't found the answer here on your FAQ page. What do I do?
You'll probably find your answer on our Shipping page. If not, please contact us by phone at 626-799-2099 or by e-mail at info@urbanscooters.com and we'll do our best to answer all of your questions.

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-- CUSTOMER SERVICE --

I'd like to return an item for a refund. How do I do this?
Take a look at our Refund page to find out how to return your item for a refund.

What if I get the product out of the box and it doesn't work?
Technical support will troubleshoot the problem with you, then provide the technical support and/or replacement parts necessary to fix the problem. Please see our Damage Claims page for more information.

Where can I get my scooter serviced locally?
Typically, you can find a local bike shop in your area that can make repairs to your electric scooter or bicycle.  Have them contact UrbanScooters.com or the manufacturer for any necessary parts.

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-- ABOUT URBANSCOOTERS.COM --

How long have you been in business?
We've been selling electric scooters and bikes since 2001.

Are you a member of the Better Business Bureau?
Yes.  We're a member of the Better Business Bureau in good standing.

What is your privacy policy?
Our privacy policy is available by following this link.

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