Store Policies - Terms and Conditions of Sale

Warranty

Neo Scooters providers make every effort to ensure that products are free of defects or damages before shipment from the warehouses. Please inspect your new scooter immediately upon receipt. Note that damaged plastic parts claims (color coordinated housings, etc.) that are not covered by the manufacturers warranty  should be submitted to the carrier. It is therefore imperative that goods received damaged are reported immediately so that the appropriate claim may be submitted to the shipping carrier.

DAMAGE THAT OCCURS DURING SHIPPING IS NOT COVERED UNDER OUR WARRANTY BUT IS COVERED BY THE CARRIERS INSURANCE! YOU MUST PROCESS A CLAIM DIRECTLY WITH THE CARRIER! Free parts to replace those  that were damaged during shipping will be provided upon completion of proper notification. You may be required to send the part back or send photos (as attachment to email is fine) before manufacturer will send a replacement. 

If you are present at time of delivery do not hesitate to keep the carrier at your doorstep until you inspect the box and the contents for shipping damage.  If there is major damage REFUSE THE SHIPMENT and file the report right then.  The carrier will return it at their cost to the point of origin and sending you a replacement is much less complicated.  X-treme requires notification within 24 hours of shipping damage.

Not all shipments require a signature for receipt of delivery.  You can still process a claim within 24 hours directly with the carrier.

NOTE: Minor scratches caused from shipping and handling  or "blems" or blemishes are not considered replaceable damage as they do not affect the functionality of the scooter.  Again, every effort is made to provide styrofoam, bubble wrap and padding as required to insure damage free delivery.  However, due to the rough handling by the carriers there will always be some movement within the box that will appear as small rubs, blemishes or wear marks. Do NOT refuse the shipment on this basis.  Only significant damage that cannot be repaired by the installation of new, replacement parts would be justification to refuse delivery.
 

This warranty does not cover normal wear and tear, normal maintenance items, or any damage, failure, or loss that is cause by improper assembly, electrical parts, adjustment, storage, or use of the product.

Warranty will be void if the product is ever used in any competitive sport, altered, misused or modified, ridden by more than one person at a time or used for stunt riding, jumping or similar activity.

Spare Parts Warranty

• All Returns must have an RMA # written on the box to be accepted.  Contact sales@neoscooters.com with your order number to request an RMA #.
• If you need a replacement part right away we will charge you for the item, but we will credit you upon receiving and processing the returned item
• No Returns over 30 days from the original invoice date will be accepted
• Neoscooters.com reserves the right to deny a return on items damaged by the customer during installation or during return shipping
• We cannot accept returns for merchandise damaged during shipping to the customer. If you happen to receive damaged product from the freight carrier, save all packaging materials and call or email us immediately in order to get the claim process started
• The following items are not acceptable for return: All High-Performance Parts, Controllers, CDIs, Chain By The Foot, Tools, Engines, Special Orders, Manuals, Books or any Used Parts

Stock Parts: Are under warranty for 30 days from manufacturers defects with the following exceptions. Electric scooter controllers are not under warranty or returnable due to the nature of electronics and the potential for damage during installation. If you need a controller replaced please take your scooter to a Partsforscooters.com service center.

Performance Parts: We do not warranty any of these items or sell/approve for street use. Performance items come with the original manufacturers warranty against factory defects.

Manuals and Books: We do not warranty any manuals, books or publications of any kind.

Engines: Neoscooters.com / Tiger Motion, Inc. has a no-return policy on all engines, barring manufacture defect or shipping damage.

Warranty for X-Treme™ Scooters

If you have a warranty claim (includes shipping damage)  please go directly to www.x-tremescooters.com/support/ and you will find a very easy to complete claim form.  If you are not getting the support you feel you require, please contact me and I will be happy to advocate.

Your warranty for X-treme Scooters is directly with the manufacturer.  The Manufacturer (X-Treme Scooters) offers a 30-day limited warranty on  X-treme scooters and accessories. This warranty covers factory defects only. The Manufacturer will however send you free parts at their discretion during the 30 day warranty.  Read X-treme's warranty for exactly what is covered.  See the Imported Chinese Economy Scooters Notice found below.

Selected 6 Month Warranty models include:
XM-3150 - XM-4000Li - XM-5000Li - XM-50 - XM-150 - XM-155 - XM-160

The warranty starts the day the scooter is delivered to you. This warranty covers factory defects and defaults only. We do not cover misuse or broken parts caused by the user or by any other event. X-Treme will pay for standard shipping service costs on the first warranty shipment only. Any additional warranty parts that are needed will require the customer to pay all shipping costs.

Battery Warranty
We offer a full 6-month even trade warranty on defective batteries.

Selected 1 year battery warranty models include:
Models XM-50 - XM-150 - XM-155 - XM-160 - XB-700Li - XB-300Li - XB-305Li - XB-310Li
Selected 2 year battery warranty models include:
XM-4000Li - XM-5000Li

If any battery should become faulty within the specified warranty period we will replace the battery free of charge. X-Treme requires that defective batteries be returned to us for exchange. X-Treme Scooters does not pay the shipping fee's to return the batteries to us however we will pay to ship the replacement batteries back to you. If you have questions about our warranty, please contact our support department by opening a ticket only. A friendly representative will get back to you quickly. Our support department hours are Monday through Friday 9 AM to 5 PM PST.

Gasoline Engine Warranty
We offer a 30 day warranty on all gas engines for all models.

We offer a 1 year engine warranty on selected ATV's & Moped Motorcycles models:
XA-110 - XA-112 - XA-114 - XA-150 - XM-50 - XM-150 XM-155 - XM-160. The 1 year engine warranty warrants against factory defects only. Defective engines must be returned to X-Treme Scooters at the customers expense & will be replaced if X-Treme Scooters determines the engine is defective due to a factory defect.
X-Treme Scooters will pay the shipping cost to send the replacement engine to the customer.

Limited Warranty Details
What is covered & what is not covered:
1. Shipping damage: Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, X-Treme will replace those damaged parts free of charge under warranty as long as the damage is reported immediately after delivery.  In the event that the damage is determined to be extensive, (digital photos may be required by e-mail), at X-Treme’s discretion and after careful consideration, X-Treme may arrange to have the item picked up and returned to X-Treme for free replacement.  X-Treme will provide technical support via phone or through our Support Help Desk to assist customers with the replacement of parts but will not pay labor charges to install such parts.
2. Tires, tubes & kick stands: These items are NOT covered unless they are damaged as a result of shipping.
3. During your applicable warranty period: X-Treme Scooters will replace any defective part free of charge and free of shipping charge to the end user of the scooter. X-Treme may require certain parts to be returned to X-Treme before replacing those parts. Shipping costs back to X-Treme must be paid for by the end user / customer. Call tags will never be issued.

Pocket Bike & Gas Scooters Models Starting With 'XG' Warranty: "Manufactures defects will only be covered"
1. Engines are covered. Each engine is started, tuned up and tested before we ship the pocket bike or gas scooter to you. Failure to premix oil with the gas voids the engine warranty.
2. Pull starters are not covered. Spare scooter pull starters can be purchased online.
3. Tires, tubes & flat tires are not covered unless damaged during shipping. (Damage must be reported to us immediately.

15 DAY RETURN POLICY (Satisfaction Guarantee) (Added 12-10-2008) Updated 08-26-2010)
 

If during the first 15 days you choose to return merchandise purchased from X-Treme Scooters for a replacement/exchange or refund, please review the terms and conditions below.

Return Terms and Conditions
Customer is responsible for returning merchandise at their own expense. Refunds will not include our original shipping cost which was included in the purchase prices of the merchandise.

At the discretion of X-Treme Scooters, returns which do not follow the above guidelines may be refused and require the customer to pay return shipping and handling fees, or an additional processing fee may apply. If accepted, items returned without an RMA# are subject to an additional 15% restocking fee. Contact tech support on this link to obtain an RMA number.

Shipping charges included in the Purchase Price of the Merchandise are non-refundable. Customer is responsible for returning merchandise at their own expense.

Merchandise must be received in 100% new, re-sellable condition. Merchandise is not eligible for refund if it has been ridden, worn, used, abused, damaged in any way or gas has been added to the fuel tank. Merchandise must arrive complete (including warranty cards, manuals, accessories, promotional items, etc.) and in the original packaging.

Customer must initiate return shipment of the merchandise within 15 days of the purchase date.

Preparing your product for Authorized R.M.A. return shipment:

1. Re-pack the merchandise securely in its original packaging, include the original contents of the box; warranty cards, Manuals, accessories, promotional items, etc.
2. Include a copy of your invoice.
3. Include a copy of the RMA notice you have received from us via our support department help desk.
4. Clearly print your RMA# on the return shipping label (on the outside of the box).For your protection we recommend all returns be sent via UPS, Federal Express, DHL or other courier that issues a tracking number. We recommend that the shipment is insured. The customer is responsible for damage or loss during return shipping.
5. Freight collect and COD packages will not be accepted.

At the discretion of X-Treme Scooters, returns which do not follow the above guidelines may be refused and require the customer to pay return shipping and handling fees, or an additional processing fee may apply. If accepted, items returned without an RMA# are subject to an additional 15% restocking fee.

Signature Required Option:
We make a Signature Required Service available to all our customers at the
time of purchase for a minimal fee. If this service is not purchased X-Treme
Scooters will not be responsible for packages that have been left at the
recipient's door and consequently lost and/or Stolen.

Order Cancellation Policy:
Before completing your purchase, please confirm that you have selected the correct item(s), color(s), accessories, etc. Due to the high volume of orders we receive and the speed at which we process these orders, once an order is placed it is generally processed & shipped immediately therefore we have a NO cancellation policy after an order has been placed.

Electronic Parts:
Electronic Parts are non-returnable. Please make you're selections wisely when purchasing parts. Contact our parts department for more information. Our parts department can be reached by email or by phone 1-253-777-0690

Lifetime Technical Support:
Lifetime technical support is provided to each customer that purchases an X-Treme Scooter. To access our technical support department click on this link to open a support ticket. After a support ticket has been opened an X-Treme Scooter technician will respond to your ticket and an e-mail will be sent to you. If you would like to speak to a technician by phone, include your phone number on the ticket and ask the technician to contact you. Tickets are answered in the order received. Your initial posting puts you in line for the next technician to assist you. Should you post to your ticket before a technician responds, you will move your ticket to the bottom of the list so to ensure a quick reply, do not to post again until a tech replies to you.

Disclaimer:
X-Treme Scooters and or Green Max Distributors is not responsible for the proper or improper use of merchandise sold. We care about our customers and urge you to exercise caution and take necessary safety measures to protect yourself while engaging in cycling. X-Treme Scooters encourages, begs, and asks that you wear a helmet and use appropriate lighting while riding at night regardless of the legal requirements in your particular state. Potential customers, you should check with your local law enforcement agency before purchasing about age requirements for riding electric scooters, gas scooters & pocket bikes. Some states may have laws restricting the use of these items on public streets, generally all states allow them on private property such as campgrounds, parks etc....but many states have age requirements and most states require helmets and protective equipment to be worn by certain age children. Pocket bikes with racing slicks should not be used on wet or slippery roads. Please always scoot safely. Know your laws before you go scooting. We will not take back a scooter if you find your laws do not permit your child to ride it. Check first.

Freight Policies For X-Treme Scooters That Don't Ship UPS, FEDEX, Or DHL

Freight Shipping Updates: **IMPORTANT UPDATE Large motorcycles,         electric bicycles, ATV's and mobility scooters such as the XB-500, XB-350, XA-750, XT-300 & others are shipping by freight carriers strapped to pallets. We have decided to use R&L Carriers for 99% of all shipments going to 47 of the 48 lower states. Shipments to California will go by Yellow Freight or Central Freight (slight possibility we could use FedEx freight). We will choose the lowest cost carrier for each individual shipment to California. The carrier and tracking number can be found on the tracking number e-mail we send back to you after it ships.

You should expect all freight shipments (except California) to go by R&L unless we contact you after the order is placed and tell you differently. Clients are expected to visit the shippers website at http://www.gorlc.com/usa_map.asp to locate the nearest terminal  if they are not paying the premium for delivery to their door.  Clients should be aware that in many states the shipper offers only 1 or 2 terminals and these could be 100's of miles away from the customers address. It is the customers responsibility to know about the terminal location.
Each door delivery using R&L Carriers ONLY will include a lift gate.  For California ONLY deliveries, you can find the nearest terminal here.  Sort by STATE and look for California  http://www.centralfreight.com/portal/Inquiry.aspx?page=terminallist

**ALL Freight Shipments must include the customers phone number. If we do not receive the correct phone number, the shipment will not be shipped or delivered. The carrier will phone the customer to schedule delivery to the door.

**Freight palletized shipments going to New York City zip codes:
100-104
110-119
150-196
will incur a $100 service charge in addition to the $70 door delivery fee. There is no exception for this fee as all freight carriers are charging $100 or more for these zip codes.

**Freight palletized shipments going to Martha's Vineyard Island zip codes:
025-026
will incur a $100 service charge in addition to the $70 door delivery fee for transportation on the ferry to the island. Shipments picked up on the mainland at the terminal are free.

All shipments refused at any terminal will have the shipping costs billed back to the customer.  Please be sure you are located near a terminal and have the capability of picking it up if they are not choosing the $70 optional door delivery service option.

Warranty for ScooterX Products (Dirt Dog, XRacer, Karts)

Warranty for GoPed Scooters

Prior to sale you must complete the GoPed Factory Warranty prior to us shipping you your scooter.  Warranty period is for 90 days.  Full warranty administration information is contained in the instruction manual that ships with the scooter.  Warranty administration is handled between buyer and GoPed.

Warranty for Ride On Products and Other Electric Bikes and Scooters

Shipping Policy All Sales

You can expect to receive your order within 7-10 business days. Please be aware, Saturday and Sunday are not business days and no packages will be shipped on these days. All shipping is done via UPS Ground and FedEx. Sorry, we are currently NOT exporting our gas scooters outside of the United States.

Larger items will be shipped "Freight Truck". The freight company must be able to access your area with a large truck (sometimes a 16-wheeler). The trucking company will call you before attempting to deliver. Make sure you give us a valid day time phone number. Also be sure to fully inspect the shipment when it arrives, notify the driver of any damage or missing pieces.

Once your item has left the warehouse, your order cannot be 'canceled'. Cancellations are only accepted within the first 24 hours of order submission. 

If such a cancellation case occurs where the item is already in transit, you are responsible for all shipping and insurance costs to return the item to us.  Cancellation Return Items  must be still in their original, unopened box with no damage or parts missing.  All cancellation returns are subject to a 15% restocking fee (except Rad2Go scooters which are subject to a 20% restocking fee).

Shipping charges are never refunded for any reason.

Terms of Sale

When submitting an order to Neo Scooter, you acknowledge that you have read and understand our disclaimer, warranty and store policies, and agree to these as a condition for  the terms of sale.

* Free shipping only applies to the continental United States.

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