Shipping Policy
At NexWheel, we carefully prepare every 4-wheel electric scooter to ensure it arrives safely and securely.
Order Processing
Most scooters are shipped after order confirmation and payment approval. Because our products are large, heavy, and high-value items, each order is carefully inspected and prepared before shipment.
Once your order has shipped, tracking information will be provided when available.
Delivery Method
Due to the size and weight of our electric mobility scooters, orders may be shipped by freight carrier, LTL truck delivery, or other large-item delivery services.
Some deliveries may require a scheduled appointment with the carrier. Please make sure your phone number and delivery address are accurate when placing the order.
Delivery Inspection
Please inspect the package carefully upon delivery.
If the outer packaging shows visible damage, please take clear photos before opening the package. We recommend keeping all original packaging materials until you confirm the scooter is in good condition.
If there is any shipping damage, missing part, or delivery issue, please contact us as soon as possible with photos and order information so our support team can assist you.
Large Item Delivery Notice
Our scooters are heavy-duty products and may require two people to move or unpack safely. Please review the product dimensions and weight before placing your order to make sure the scooter is suitable for your space, storage area, doorway, driveway, or intended use.
Return Policy
We want every customer to choose the right scooter with confidence. Before placing your order, please carefully review the product photos, dimensions, color, specifications, battery details, speed, range, total weight, and features.
Return Eligibility
Due to the size, weight, and value of our electric mobility scooters, returns and exchanges are limited.
Once the outer packaging has been opened or removed, we cannot accept returns or exchanges for reasons such as:
- Size not as expected
- Product not suitable for the customer
- Change of mind
- Color or appearance preference
- The scooter being too large, too heavy, or not fitting the intended space
- Customer choosing the wrong model
Damaged or Defective Items
If your scooter arrives damaged or has a confirmed product defect, please contact us immediately. To help us resolve the issue quickly, please provide:
- Your order number
- Clear photos or videos of the issue
- Photos of the outer packaging
- A short description of the problem
After review, our team will provide the best available solution, which may include replacement parts, technical support, repair guidance, or other appropriate assistance depending on the situation.
Missing Parts
Most NexWheel scooters come approximately 98% pre-assembled. Some parts such as baskets, trunks, mirrors, or accessories may need to be installed by the customer.
If any part is missing from your shipment, please contact us with your order number and photos of the package contents. We will help verify the issue and arrange support.
Return Authorization Required
All returns must be approved by NexWheel before being sent back. Please do not return any product without receiving return authorization from our customer service team.
Unauthorized returns may be refused or may not be eligible for refund.
Original Packaging Required
Approved returns must be sent back in the original packaging with all parts, accessories, manuals, and protective materials included. Products returned without proper packaging may be refused or subject to additional fees.
Refunds
Once an approved return is received and inspected, we will notify you regarding the refund status. Any applicable shipping fees, freight fees, handling fees, missing parts, damage, or restocking charges may be deducted from the refund amount.
Before You Order
To avoid return issues, please confirm the following before placing your order:
- Scooter dimensions
- Scooter total weight
- Seat size and riding comfort needs
- Battery range and speed
- Storage and parking space
- Doorway, garage, ramp, or elevator clearance
- Intended riding environment
- Whether the model is suitable for the rider’s needs
For questions before ordering, please contact our support team. We are happy to help you choose the right NexWheel scooter.
