Domestic (U.S.) Customers
Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to GOTRAX directly. Products purchased through our website are subject to the terms and conditions below:
Returns and Cancellations
Returning Products within 14 Days of delivery: Any product purchased can be returned within 14 days for a refund to the original method of payment. The customer will be responsible for return shipping costs.
If an item arrives defective, GOTRAX will exchange it for a working product and provide a return shipping label for the defective product at no cost to the customer.
Returns will not be accepted for any products that show abnormal wear & tear or physical damage. This also includes missing parts or accessories sold with the product.
Follow these steps to return products within 14 days of delivery:
Click Here to fill out a Return Request Form.
Pack the Product in original packaging or sturdy box to ensure the Product will be returned without damage. For original packaging, this must include the styrofoam inserts.
Once we receive and inspect the Product, we will process the refund within 2 to 3 business days.
- Purchase a shipping label for an electric scooter
- Purchase a shipping label for a hoverboard
- Purchase a shipping label for an electric bike
Items Returned while in Transit: If you wish to cancel your order after it has already been processed, please contact us to let us know.
In some situations, the product may end up being delivered after the cancellation request. If that is the case, it is the buyer's responsibility to ship and return the product back to our warehouse.
Items Damaged in Transit: If your item arrived damaged, please submit a claim through Route. If you did not purchase route shipping insurance please make a damaged package claim with UPS https://www.ups.com/us/en/support/file-a-claim.page Damaged or missing package claims must be filed within 7 days of delivery date
Tracking your package
Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our Shipping Restrictions below for more information.
GOTRAX.com will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.
GOTRAX can not ship to a U.S. Postal Service post office box. Please provide an actual street address.
GOTRAX cannot ship to APO/FPO addresses.
Commercial mail boxes
GOTRAX cannot ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.
When the carrier returns these undeliverable packages to us we issue a full refund excluding shipping charges. Please allow 30 days for refund to your credit card account.
These undeliverable packages will not be reshipped. A new order must be placed for the item. Please review our Address Accuracy tips above before placing another order.
The decision to label a shipment as undeliverable is made by the carrier usually for one of the following reasons:
If an address is incorrect or incomplete the package will be returned by the carrier. Please be careful when entering your address and proof read it for any mistakes before submitting your order. Customers are responsible for entering the correct shipping address.
Refused by recipient
If you are placing an order to send as a gift it may be refused by a recipient who is not expecting to receive a gift. You may want to let the recipient know that they should be expecting a surprise.