Policies & Support

Everything you need to know about shipping, returns, warranty, and customer service.

🚚 Shipping ↩️ Returns & Exchanges πŸ›‘οΈ Warranty πŸ’¬ Contact Us ❓ FAQ πŸ“¦ Track Order

🚚 Shipping Policy

RegionDelivery TimeCost
United States5-7 Business DaysFREE over $500, else $49
United Kingdom5-8 Business DaysFREE over $500, else $49
European Union5-10 Business DaysFREE over $500, else $59
Canada7-10 Business DaysFREE over $500, else $49
Australia / NZ10-14 Business Days$79 flat rate
Other Countries10-20 Business DaysCalculated at checkout
  • All orders ship from our EU & UK warehouses within 24-48 hours of order confirmation.
  • Tracking number will be emailed within 2 business days of shipment.
  • Express shipping (2-3 business days) available for an additional $49.
  • Duties and taxes may apply for international orders β€” calculated at checkout where possible.
  • Free shipping applies automatically when your order subtotal reaches $500.

↩️ Returns & Exchanges

30-Day Money-Back Guarantee

We stand behind every Urbanfish scooter. If you're not completely satisfied, return it within 30 days for a full refund.

Return Conditions

  • Scooter must be in original condition with all accessories and packaging.
  • Normal wear from test rides is acceptable.
  • Damage from misuse, abuse, or modification is not covered.
  • Return shipping is the buyer's responsibility unless the product is defective.

How to Initiate a Return

  1. Email scooterservice2025@outlook.com with your order number and reason for return.
  2. Receive a Return Authorization (RA) number within 1-2 business days.
  3. Ship the product back with the RA number clearly marked on the package.
  4. Refund processed within 3-5 business days of receiving the returned item.

Exchanges

Want a different model or color? Email us within 30 days to arrange an exchange. Price differences will be refunded or charged accordingly.

πŸ›‘οΈ Warranty

Standard Warranty (Included)

Every Urbanfish scooter comes with a 1-year manufacturer's warranty covering:

  • Motor and electronic controller defects
  • Battery manufacturing defects (capacity loss >30% within warranty period)
  • Frame and structural integrity
  • Charging adapter and cable defects

Extended Warranty (Optional)

Available at checkout for an additional fee:

Model2-Year ExtendedCoverage
S1 Pro+$99Full parts + labor
C1 City+$79Full parts + labor
X1 Off-Road+$129Full parts + labor

What's Not Covered

  • Tires and brake pads (wear items)
  • Damage from water immersion beyond IP54 rating
  • Damage from accidents, misuse, or unauthorized modifications
  • Cosmetic damage (scratches, dents from normal use)

Warranty Claims

Email scooterservice2025@outlook.com with:

  • Order number and proof of purchase
  • Photo/video of the issue
  • Description of the problem

Most claims are resolved within 3-5 business days.

πŸ’¬ Contact Us

πŸ“§

Sales Inquiry

Product questions, pricing, bulk orders

urbanfish2024@163.com

Response within 12 hours

πŸ”§

After-Sales Support

Returns, warranty, repairs, technical support

scooterservice2025@outlook.com

Response within 24 hours

πŸ“¦

Track Your Order

Check the status of your shipment

Track Order β†’

Real-time tracking available

❓ Frequently Asked Questions

How fast can the scooters go?

S1 Pro: up to 25 MPH (3 speed modes: ECO 7 / D 11 / S 19 MPH). C1 City: up to 19 MPH. X1 Off-Road: up to 28 MPH. Always check local regulations.

Are the scooters waterproof?

The S1 Pro has an IP54 rating, meaning it's resistant to water splashes from any direction. It's safe to ride in light rain, but should not be submerged or ridden through deep water.

How long does the battery last?

Battery range varies by model: S1 Pro 25-35km, C1 City 20-25km, X1 Off-Road 35-45km. Range depends on rider weight, terrain, speed mode, and weather conditions.

Can I ride the scooter in winter?

Yes, but battery performance decreases in cold weather (below 5Β°C/41Β°F). We recommend storing the scooter indoors and charging at room temperature.

Do the solid tires need maintenance?

Our 8.5" solid tires are maintenance-free and puncture-proof! No need to check air pressure or worry about flats. Just inspect periodically for excessive wear.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Klarna (pay in 4), and UnionPay (铢联). All transactions are SSL encrypted.

Can I cancel or modify my order?

Orders can be modified or cancelled within 24 hours of placing them. Email us immediately at urbanfish2024@163.com with your order number.