How long will it take to ship my scooter out? How long will it take to arrive?

We will ship your scooter within 3-5 business days of your order placement. Orders from China we ship by sea door to door, for COVID-19 effect, the transit will take 40~55 days around. 

I have an order confirmation but no tracking number after a few days, why?

Orders ship from China ship in this way:

1, Loading container, ship from Shenzhen port to LA port, untraceable

2, Make Clearance ship to transit warehouse and despatch, traceable

3, Pass to the local truck company for final delivery, traceable

This shipping method is the best option. We have to keep prices low for you and shipping times reasonable.

Do I need to pay for Tax?

Scooter orders ship from China; the price includes shipping, Clearance and Tax; we handle everything for you. Just order and sit tight at home.

Orders ship from our Europe warehouse to Europe Union countries, you don't need to pay the Tax. Outside European Union countries, yes.

If you buy spare parts and ship to EU/NZ/AU, you will need to pay Tax.

If you buy a battery, the price includes Tax. You won't need to pay tax.

Fanco has shipped my motorbike, and it's on the way, but I need to cancel and get a refund. Is this possible?"

Once the scooter is picked up by a truck, refunds are not available. It's simply impossible for us to get it to ship back. Furthermore, the pickup cost for lifting an ultra big & heavy package back to the warehouse is astronomical. We'd think you should try our motorcycle cause it's pretty cool.

While we do have 15 days return policy, if you insist, a restocking fee of 15% may be deducted from refunds for items returned in their original condition within 15 days of purchase, including but not limited to unauthorized returns.

The warranty period of Fanco scooter shall be 12 months as of the date of delivery. In the event of a non-artificial performance failure, customer may file a complaint to Fanco at support@citiescooter.

The warranty period of the battery pack & motor is 24 months. Other consumable accessories shall not be covered by the warranty service over 6 months; ( for tips on battery maintain, click here ) Within the warranty period, We'll ship replacements for free and freight on us.

Note: Please confirm the integrity of the package at the time of signing for acceptance of the goods.

WHAT IS COVERED

Below key parts of your scooter, will be repaired or replaced (if repair is not possible) during the stated warranty period if you have any of the following manufacturing or design faults under normal use:

• Motor faults
• Mother Boards or Computer Control faults
• Battery faults (SLA or Lithium)
• Adaptor faults

WHAT IS NOT COVERED

If you have an issue with your purchased product that is not manufacturing fault, not covered under warranty or after the warranty period, we are happy to help you get it properly fixed for a reasonable cost, or to give you free advice on how to get it fixed.

Also, if you need spare parts for your purchased order that is not covered or outside the warranty period, we are here to avail it for you in the lowest cost.

The following cases are not covered under the manufacturer warranty:

• When the warranty period is expired
• When the warranty or serial label is altered or removed
• When the product or any of its components have been opened, altered or modified by someone other than the manufacturer
• Wear-and-tear damage of vulnerable components such as wheels, tyres, or battery lifespan
• Damage caused by product misuse or abuse like (but not limited to) dropping, collision, jumps, grinding, heavy shaking, abrasion or bad storage
• Damage caused by riding in very rough conditions or on a very rough surface
• Damage caused by Water. Most of our item have some level of proofing against dust and wet conditions, but they are NOT water-proof.
• Damage caused by overloading, over the designed maximum load
• Cosmetic damages like (but not limited to) scratches

IN ALL CASES

Whether the problem is covered under warranty or not, pease be sure that we are going to help you anyway:

• Let us know what is the problem exactly, better with pictures to illustrate. Our experts will carefully diagnose the issue and spot it.
• Be aware that it's your responsibility to ship the item to the manufacturer repair centre properly without being damaged during delivery 

For warranty issues, please contact: support@citiescooter.com