WHY HAVEN'T I RECEIVED MY ORDER?
We try our best to maintain stock levels for parts based on demand, but sometimes there is a run on that item or items and it creates a brief backorder situation while we catch up with demand. Usually the delay is at worst little more than a week. 95% of all orders will reach our customers within a few days after they place their orders!

Each part description contains a link to our Availability of this Item? web page where we provide information on items out of stock or on back-order, projections for when items will be available, or possible alternatives for parts you need. If a part is not due in within a reasonable time then the ADD TO CART and BUY NOW order buttons may be deactivated. But if a part is expected soon then we may allow you to order the item on rare occasion (the Shopping Cart link is active), but we cannot guarantee the date we have been given that it will arrive as posted. We prefer that you wait for the item to be shown as in stock and available. Orders are shipped as soon as inventory has been received. Pending order amounts are held in an escrow account until the shipment has been made. Full refunds are made within 45 days of the order placement. After that there may be a fee for processing a refund, but you can request a refund at any time up until the shipment has completed processing for carrier pickup.

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HOW CAN I BE SURE I AM ORDERING THE RIGHT PARTS?
Compare your parts needs, numbers, and diminsions with information we provide with the part listing, if possible. Email us for more information if you are still in doubt. Use information we provide on the parts page to help you verify the size. For example, we offer information to help you check the size of your drive belt - SEE INSTRUCTIONS ON HOW TO MEASURE YOUR BELT. Many of the parts we stock are common parts to many electric scooters.

If you are trying to upgrade or replace parts on your scooter that is not a Razor, X-treme, Vapor or Rad2Go model, then you can find some information at Scooter Upgrades - A Parts Alternative. You may find some suggestions or information that will enlighten you as to the possibilities of using our parts.

We are more than willing to help you find the correct part before you order. We would prefer you not order if you are unsure or unable to determine the correctness of a part, or you are not willing to accept the risk of ordering without knowing that you will be able to use a part for your need. We do accept returns for exchange, and give partial refunds or credits for parts purchased in error (escooterpolicy.htm#wrongpart), but not for trial or for troubleshooting purposes. The reasons are many, but primarily we must avoid the extra time involved, cost for that time and shipping fees, and the use of parts for troubleshooting purposes by those who would return parts which did not remedy a problem. We want to avoid that which would add to the cost of new parts in our inventory (raising our prices), and eliminate the return of parts for restocking to be resold as new when that fact may be in doubt or determinable. We find that working with customers before they purchase achieves excellent results instead. Our parts are the best quality we can find, unlike parts sold cheaper by some competitors.

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CAN I RECEIVE FASTER SHIPPING?
It is possible your order can be sent faster but you will need to email first stating your needs. We cannot upgrade to faster shipping once you place your order. We will reply email with options available (Next Day, 2nd Day, 3 Day UPS, and Overnight USPS). Note that we receive feedback from our customers that they are receiving their orders very quickly, in most cases to all parts of the contiguous 48 states in the USA in 1-4 days (depending on the weight), averaging 1-3 days transit time. Over 75% of our packages are shipped by USPS Mail. The remainder by UPS. If your item weighs 1-5 pounds then you will receive your delivery in 2 days by Priority Mail, which is most of our volume of orders!

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CAN I HAVE MY ORDER SHIPPED TO ANOTHER ADDRESS?
We must ship to the paypal (the credit card processor) confirmed shipping address (if you are using a credit card your shipping address is your credit card billing address) in your order when you use our Shopping Cart, but we do accept cash payments to our sales@escooterparts.com account (only cash transfers, no credit cards). Our shopping cart system must use the billing address of your credit card or address you provided for your paypal account (if you have already set one up) and we are required to ship to that address to prevent fradulent credit card use. When using our Shopping Cart system and to ship to another address you must change the information on your paypal account, or set up a new account with the address information you wish to use, OR call in your order for possible shipment to another address WHEN your credit card address has been verified. For us to ship to another address using our Shopping Cart system would be contrary to our Paypal's Seller Protection policy and expose us to liability. The only way we can ship to another address other than the confirmed paypal address on your account is if you send a quasi-cash amount equal to the total of the Shopping Cart (plus 6.75% state tax IF you live in Texas) to our other email address, sales@escooterparts.com. Since it is cash and not considered payment for goods we can ship to your unverified address without any problem. The same applies to foreign orders. Cash payments can ship anywhere you want. Foreign customers must still get the shipping and handling first before submitting a payment, however.

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CAN I PLACE AN ORDER IF I AM NOT IN THE CONTIGUOUS USA?
Yes, we ship parts to all destinations world-wide. But please be aware that our online catalog does not reflect the items with shipping to destinations other than in the 48 contiguous USA states, and therefore you will need to email us so we can send you the proper Shopping Cart (ADD TO CART) buttons for the items you want to purchase. The items you want will then be reflected with the appropriate amount of shipping required. If you are an international customer then you will be authorized to use Paypal for your purchase for a limited amount of time, usually 24-48 hours. If you are somehow able to place an order even though you are outside the contiguous USA then your money will be refunded back to your paypal account with an order cancellation notice. You will then be instructed how to place the order properly. Scooters can only be shipped to locations in the contiguous USA at the shipping rates indicated. Alaska and Hawaii shipping is very expensive by air, but possible if the customer wishes to pay the extra shipping necessary. Scooters are not shipped to foreign destinations.

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WHY DOESN'T THE ADD TO CART OR BUY NOW BUTTON WORK?
If an item is not currently available the ADD TO CART button may be temporarily deactivated until we can begin shipping that item again. Use the AVAILABILITY OF THIS ITEM link to see the parts listing for items out of stock. We list the status of parts and update the information as it is available.

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WHEN I ADD AN ITEM TO THE SHOPPING CART THE PRICE IS DIFFERENT THAN LISTED?
Note that the Shopping Cart item description now indicates that Shipping and Handling has been included in the price of the item you added. We must collect shipping and handling and this allows you to immediately see the total cost of the item and order (except for tax which is only added for residents of the state of Texas). Please disregard a message in the grey area of the Shopping Cart box that says Shipping, Handling, and Tax will be added at checkout. The Shipping and Handling is already now included in the price of each item in the Shopping Cart. This will get your parts delivered in only a matter of days instead of weeks from other vendors who might have the item in stock.

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DO YOU TAKE ORDERS OVER THE PHONE?
Yes, we can process Visa, Mastercard, American Express, and Discover credit cards when you have the credit card in hand, provide the credit card billing address, and we verify your home phone number and other information you provide for your order. If you are having problems with a Confirmed Address, call in your order. The fastest, least mistake free means of ordering, however, is by using the Shopping Cart system since it verifies your information immediately. For Telephone orders see How To Order by Phone.

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WHY AM I HAVING PROBLEMS WITH PAYPAL?
It seems that a small number of people have trouble processing through Paypal. It usually indicates a problem with a credit card, card address information matching the shipping address, or some verification process. You should call the issuing credit card company or bank to overcome a problem usually. However, you can call Paypal's Customer Service Center at 1 888 221-1161 or via the internet website.

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I'M NOT SURE MY ORDER WAS PLACED THROUGH PAYPAL?
Did we receive your order? We have had some customers ask this and indeed no order was actually placed. Go to your Paypal account you created or already have established to see if you sent money. You also will have a transaction number for each order and an email response. If you actually didn't think an order was placed and you tried again then we may have two orders, in which case we will email you to verify that you wanted two orders. If not, then we will refund one of the order amounts and process the one order you wanted. If you still have doubts about your order placement then call Paypal's Customer Service Center at 1 888 221-1161. If you email us then we will check our records, too, but the easiest way to verify you placed an order is to go to your account and see if it is recorded, or check your email.

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CAN I PAY THROUGH PAYPAL OTHER THAN USING A CREDIT CARD?
Yes. Paypal allows you to establish an account whereby you can pay using an Echeck (money transferred from your bank account to cover a money transfer) or directly from your account by money transferred from your bank account. It does take longer for bank transfers (3-4 days) than by using a credit card which is virtually immediate. If you already have a Paypal account with funds in your account then the payment is immediate. YOU MAY ALSO USE Visa or Mastercard DEBIT CARDS for payment!

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CAN I SEND A MONEY ORDER IN THE MAIL?
Yes. Go to our HOW TO ORDER page and the Money Order section of the page to get the details. Essentially you need to send a copy of what you want to order by printing our Shopping Cart page that has all your items. Write your name and address on the sheet. Attach a money order type check from a bank, post office, or convience store that is properly made payable to FOWLER on the pay line (we cannot accept money orders made payable to anything other than FOWLER or they will be returned). Also, if you are outside the contiguous 48 USA states then you need to email us for the total amount to send. See the details on the How To Order page. In the rare event that some item you have ordered becomes unavailable then a refund will be issued through Paypal's Send Money option to your provided email address. You can have Paypal send you a check for that amount after they contact you.

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WHY CAN'T I REACH YOU BY PHONE AT TIMES?
Our warehouse phone is not fully staffed at all times during business hours. See the information at the bottom of our Order Policy page. Email is still the best way to communicate with us 24/7.

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DO YOU SERVICE SCOOTERS AT YOUR FACILITY?
Yes, but we have not found an economical way to provide scooter service to those in other parts of the country. The shipping expense is a barrier. For local service please contact us by email.

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CAN I STOP BY AND PICK UP PARTS OR A SCOOTER?
No. All our order processing is done at our Web Site (Parts - or Electric Scooter Sales). We have no employees at our warehouse to attend to walk-in customers or ability to process sales. The warehouse is only attended when packaging orders received via our Shopping Cart system or via mail order. Electric scooters are shipped directly from our distribution warehouses in California and Iowa. The demand for our X-treme and Rad2Go scooters is so high that inventory may sell out directly from our distribution warehouses within months of receipt. We do sell some models of X-treme scooters from our own warehouse AFTER we have tuned, tested and remedied any issues. These scooters cost more since we must add labor and shipping to the total price, but the scooters suit many customers who do not trust that a scooter packaged and shipped from China will be without some issues. If you want a scooter to be ready to ride then we offer this service on select models.

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WHY DO YOU HAVE SO MANY PARTS WHEN OTHERS HAVE SO LITTLE OR NOTHING?
We preorder to anticipate our needs. And we order a range of parts to cover general needs with quality parts.

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WHAT OTHER INFORMATION SHOULD I BE AWARE OF?
Every ecommerce site and retailer has it's own sales policies. Even Target and other retailers change their sales policies on occasion and you should always be aware of sales policies before you purchase anything from anyone. For example, Target no longer accepts returns locally without a receipt and personal identification that you are the purchaser. Web sites have different sales policies also. Read our Sales and Order Policies. This information also covers the warranty on our parts and scooters.

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WHAT IS THE BEST INFORMATION YOU CAN RELATE TO A BUYER?
Make sure you are ordering the correct item. It will save you time and restocking fees if it must be returned as provided in our Terms of Sale. If you are unsure of your needs, contact us for help by email or phone. We can assist you and prevent you from ordering items you do not need. We know there are many brands of electric scooters sold that have no support or parts available for them. However, many of our parts will work to replace belts, tires, innertubes, motors, throttles, brake levers, etc., and we can help you find a suitable replacement part. If you follow our advice and directions you should be able to take measurements to confirm that we have a part that is a match for your needs. Ultimately the decision will be up to you to purchase a part, however, and we will provide as much information to assist you in that decision as possible. Never order a part on the assumption that it might work for your scooter! And, if we think you may be in error according to what you order we may even email you to ask some questions about your order to be sure you are ordering the correct part. If you do not respond then we must ship your order within 7 days of receipt. Remember, we are trying to prevent extra work and problems for both you and us.

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IS IT POSSIBLE YOU CAN ORDER SOMETHING YOU DO NOT LIST ON YOUR WEBSITE?
Yes. We have a wide range of suppliers that often can supply parts for a particular need. We stock common parts that our customers have requested repeatedly. But, there are many uncommon parts available that are more rarely requested. We don't stock these items because the cost is higher and the request for them is very seldom. They possibly may be special ordered. For example, we can get almost any size scooter drive belt we special order belts for customers when we do not carry them in stock as listed on our website. However, a special order for only one drive belt may not be possible and the order may have to be placed for a minimum number and the customer purchase that minimum number (unless other customers at the same time are asking for the same belt number and size). Special order belts can take up to six weeks, but usually are available much sooner, even within days. Belts may have to be imported if they are not available stateside and this takes extra time.

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HOW DOES THE X-TREME SCOOTER PURCHASE AND WARRANTY WORK?
Once you place your order by Shopping Cart or Phone (Shopping Cart is best since it checks the information while you enter it and makes a purchase faster) the order is confirmed by reply email, Subject - ORDER RECEIVED. The order is processing for shipment. Once the order ships you will receive an email, Subject - ORDER SHIPPING AND WARRANTY INFORMATION. This email contains the shipper's name and tracking number and usually the estimated day of expected delivery. You can go on the internet site of the shipper to check the tracking progress daily.
The email also provides an important reminder of the X-treme Scooter (Alpha Products International) Warranty as provided with each X-treme Scooter model sold. You can read this warranty from links in the description of the scooter model or here. As the shipper, A.P.I. is completely responsible for the warranty and optional extended warranty that is available. They have technicians available to read and reply to customers using a Support Ticket system on the Support internet site and will help each customer with replacement parts, etc. during the period of the warranty for the extent of the warranty terms. Only open one ticket to avoid confusion that can slow the support process to a crawl, and always provide a phone number where you can be reached for contact (usually within a hour or two during most times of the year - Christmas being the exception). In the event of further help we are available to assist when you email us information that includes the Ticket Number, email address used, and nature of your needs.
Most customers do not need help. But please read this email's important reminder information. Inspect your scooter upon receipt to take advantage of the warranty, if needed, however. Don't wait until the warranty expires to report damage or problems.

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WHAT OTHER SCOOTER PURCHASE OPTIONS ARE AVAILABLE?
Some customers want to insure that the scooter they are purchasing is inspected and tested rather than buying one in the box as shipped from China and drop shipped from X-treme Scooters (Alpha Products International). These scooters are listed for purchase directly from our Authorized Dealership location after being received from X-treme, inspected, and tested. If anything is wrong it is corrected using the Warranty with X-treme, and after we are satisfied with the condition and operation of the scooter it is repackaged and shipped on to the customer. The models available for this option have Shopping Cart Buttons marked for this type of purchase. The price in the Shopping Cart is higher because of the additional shipping charge and inspection/testing fee added to the original price. But for some customers who are not mechanically inclined to do scooter maintenance as necessary, or who prefer to leave the fine tuning to the professionals, we are more than willing to assist. We only wish shipping fees were lower to make this a more attractive option for our assistance. However, electric and gas scooters are not considered complex. There are many local helpful bicycle shops and motorcycle shops that can easily assist customers with labor issues if they arise at any time.

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FRAUD IS PREVALENT
We see quite a number of fraud attempts, some of which should have been caught by the processing agency for credit cards, Paypal. Sometimes we have to absorb the loss and that contributes to a higher overall operating cost for customers. Our order process for customers really helps us keep a lid on abuse, but credit card companies and card processing agencies will cause us losses that are sometimes contrary to our written policies. This happens with all companies and it results in higher overhead to offset the extra expenses. In short, sometimes customers who are honest will be paying for other customers who are dishonest. We try our best to fight this type of abuse and expense.

Shipping for all larger items is processed to a shipping address only, not a post office box. If we receive an order with a post office box then we must try to obtain a physical address that we can verify, doing a follow up with an investigation to get the proper shipping address matched with the customer. Some times we find the credit card and the physical address are different. Paypal should be requiring physical address verification, but they slip up on occasion. When we cannot obtain the proper information to validate a physical address then we immediately notify the email postmaster to verify fraudulent use of an email account, we may notify agencies to investigate (Postal Police, Internet Fraud Complaint Center), and we recontact the sender to make them aware an investigation is in process. Even some people will try to abuse their own credit card companies to try to get something free! We do our job, extra effort even, to make fraud more difficult in the face of identity theft and common theft.

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WHAT IS THE HANDLING FEE?
While shipping pays for the cost of an item to be sent to you, the carrier charges, the handling fee pays for the package or box, packing material, and salaries for the shipping department. It is the most reasonable part of every order transaction and is always present and reflected with the cost of an item when placed in the Shopping Cart, even when shipping might be free.

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WHY IS A VALID EMAL ADDRESS IMPORTANT?
A valid email address is important for most all merchants. Like us, most merchants on the internet rely on other processing agencies like Paypal to receive and distribute your submitted funds. When you use the shopping cart system for most merchants it is processed through Paypal, or Ebay who owns Paypal. The transaction is recorded with a transaction number and provided to the supplier of the part, scooter, or service you have specified. Paypal, for us, is the entity who holds and distributes the funds, and sometimes makes refunds when orders are made in error or we cannot supply what is asked of us.

THIS IS WHY A VALID EMAIL ADDRESS IS SO IMPORTANT. If you just make something up and then forget or have no access to that email address then refunds can never reach you. If you make a purchase using a credit card and the order cannot be processed for shipment then a refund is submitted back to Paypal according to the email address you provided. You can opt to use those funds for another internet purchase, or to send money to another email address, and even have the money sent to a bank account when you are registered and verified with that email address. The cash will be available, simply and easily to your needs or back to your bank. The alternative is to file a credit card charge back, a long and deliberate process, that will eventually get a credit back to your credit card. It is so much easier to just use a valid email address and allow the funds to be used or refunded to your checking account.

Another reason for using a valid email address is tracking and contact information. We send periodic tracking and report information to your email address to let you know the status of your order. Most customers want to know when an order has been shipped and when to expect it. Email is the only, fastest way to provide this information from us since most orders deliver within 1 to 4 days of receipt, depending on where you are in the USA and what items you may be ordering (for example, scooters in high demand ship in the order they are received and we may ship the same or next business day usually).

Email addresses are easily obtained from Yahoo.com, or for a short period of time from hotmail.com (hotmail addresses expire if unused - they are furnished by Microsoft). You can quickly receive an email address to receive contact and if necessary refunds, credits, etc. that you can reclaim.

NOTE: We do not keep any record of your email other than to satisfy your orders. We do not ever resell your email address to another agency or for reuse in contacting you. Your email addres is always considered very private information and will never be divulged to anyone for any use. Your email address is very necessary for us to make refunds through Paypal, provide partial refunds or credits, or be able to give you necessary information about your order. Use a valid email address for ordering, for collection of refunds, and if you wish please register at the time of your order with Paypal so you will already have a password and an account that you can access. Paypal, owned by Ebay, is very sensitive to all information you provide. You can record bank account information for cash transfers, credit cards to send funds to your account, and much more, safely and securely. We have been doing this for over seven years without any problem. You can depend on Paypal for merchant activity. If you need to call Paypal about any activity or issue, call Paypal's Customer Service Center at 1 888 221-1161.

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