Shipping Locations

We currently ship to Continental US addresses only. We do not offer international shipping, and we cannot deliver to PO Boxes or APO/FPO addresses due to battery safety regulations.

Shipping Information

• Country: USA

• Estimated Delivery: 3–5 Business Days

• Carrier: DHL / FedEx / UPS

Delivery Timeline

All Tooins scooters and large accessories are shipped via Ground Delivery due to battery restrictions.

Note: Free shipping applies to standard orders. Certain promotional items or special campaigns may be subject to shipping fees.

Accessories Shipping

• Cost: Accessories ship for Free.

• Delivery Time: Typically 4–21 business days.

• Split Shipments: Items such as helmets, seats, or extra gear may ship separately from different warehouses. Do not be alarmed if your accessories arrive at a different time than your scooter.

Order Processing & Delays

We aim to process and ship in-stock items within 1 business day. Please note that delays may occur due to:

• Extreme weather or natural events.

• High-volume periods (Holidays, Black Friday, etc.).

• Carriers experiencing internal delays.

• Holiday Schedule: Shipping will be paused during public holidays; normal service will resume the next business day.

Order Tracking

1. Order Confirmation: Sent immediately after purchase.

2. Shipping Confirmation: Sent once the package leaves our warehouse (includes carrier and tracking number).

3. Activation: It may take 1–2 business days for the tracking number to become active on the carrier’s website.

Damaged Items in Transit

If your order arrives damaged, you must act quickly to ensure a successful claim:

1. Email us at Support@Tooins.net within 3 business days of delivery.

2. Provide clear photos and/or video of the damaged product and the outer box.

3. Keep all original packaging. Carriers will not honor claims without the original box.

Shipping FAQs

Can I change my shipping address?

Yes, but only before the order has been processed for shipping. Once a tracking number has been generated or the item has left our facility, we cannot change the destination. Tooins is not responsible for losses due to incorrect addresses provided by the customer.

What if my package is lost or marked "Delivered" but I didn't receive it?

Please check your porch, garage, and with neighbors first. If the package is still missing:

• Contact Support@Tooins.net within 3 business days.

• We will assist in opening an investigation with the carrier.

• Note: Claims filed after 3 business days may be rejected by the carrier.

Order Cancellation & Refund Policy

Cancellation:

• Before Shipping: If you cancel your order before it has been shipped, no fees will be charged. Please contact us immediately if you need to cancel.

• After Shipping: Once the product has left our warehouse, the order can no longer be cancelled. It must be treated as a return (see "Non-Quality Returns" below).

Refunds:

• Processing Time: Approved refunds are processed within 2–3 business days.

• Method: Refunds are issued to the original payment method by default. In special circumstances, an alternative method may be negotiated.

Electric Scooter Return Policy

1. Return Conditions

• 1.1 Proof of Purchase: A valid invoice or order confirmation email is required.

• 1.2 Return Period: Requests must be submitted within 14 days of delivery. Late requests will not be accepted.

• 1.3 Product Condition: To be eligible for a return, the scooter must:

  • Be in its original condition.

  • Have zero outdoor mileage. Only indoor power-on inspections or hand-pushed testing are allowed. Outdoor riding is strictly prohibited for returns.

  • Include all original accessories, manuals, packaging, and labels intact.

2. Return Shipping Costs

• Quality Issues: If the product has manufacturing defects or transit damage, we provide a free return or repair. We cover all shipping costs.

• Non-Quality Returns: For all other reasons (e.g., change of mind, "not as expected"), the customer is responsible for the shipping costs. A flat fee of $95 USD per scooter will be deducted from your refund to cover the round-trip logistics expenses.

3. Non-Returnable Situations

Returns will be rejected if:

• The product shows signs of wear, outdoor use, or damage affecting resale.

• Original accessories, manuals, or packaging are missing.

• The product was customized to your specific requirements.

• Damage was caused by improper use, modification, or negligence.

4. Return Process

1. Request: Contact us via our website or email with your proof of purchase and reason for return.

2. Approval: Our team will review your request within 2 business days.

3. RMA Label: Once approved, we will provide a return shipping label (RMA). Do not send products back without our official label or prior confirmation; unauthorized returns will be refused.

4. Shipment: Pack all items securely and ship to the designated address below.

5. Return Address

Recipient: Jett + JC + 1145083

Address: 5631 Ferguson Dr, Rear Dock 18

City/State/ZIP: Commerce, CA 90022

Phone: 626-988-3268

⚠️ Note: Returns sent without an official label will be refused.

6. Refund Timeline

Refunds are issued within 3–15 business days after the returned product is received and passes inspection.

Parts (Accessories) Return Policy

• No Returns: Individual parts and accessories are non-returnable.

• Damaged/Missing Items: If an accessory is missing, damaged upon arrival, or not delivered, contact customer service immediately for a free replacement.

• Core Components: For issues with key parts (motor, controller, etc.) within 7 days of delivery, we provide a free replacement of the faulty component.