FAQ's
1. What is your return policy?
You may request a return for an unused item in its original packaging within 7 days of delivery. Please contact us before returning your order. See our Return Policy for full conditions and instructions.
2. Who pays for return shipping?
For returns unrelated to product quality, customers are responsible for the original and return shipping costs. For verified quality issues eligible for return, we cover the shipping costs.
3. What if my scooter arrives with a performance issue?
Please contact us within 7 days of delivery with your order number and a video showing the issue. Our team will assess the problem and help arrange an eligible return or exchange.
4. When will I receive my order?
Order processing usually takes 0–2 business days. Shipping may take up to 7 business days after dispatch, depending on your location. Delivery times are estimates and may vary.
5. How can I track my order?
You will receive tracking information once your order ships. Use the tracking link to check delivery updates. If you need assistance, contact us with your order number.
6. How much does shipping cost?
Shipping costs depend on your delivery location and the items in your order. Any applicable shipping charges will be shown at checkout before you complete your purchase.
7. What should I do if my scooter will not charge?
Check that the charger is connected securely to the scooter and a working power outlet. If it still will not charge, send us a video showing the connections and charger indicator light. We will help identify the issue and confirm whether a replacement charger is needed.
8. Why is my scooter’s range shorter than expected?
Actual range varies with rider weight, speed, terrain, temperature, tire pressure, and riding habits. Start with a full charge and check the recommended tire pressure. If the range drops unexpectedly, contact us for assistance.
9. What should I do if the motor does not run?
Stop riding and contact us with your scooter model, order number, and a video showing the display and the problem. Several components can cause this symptom, so diagnosis is needed before replacing parts.
10. What should I do if a tire keeps losing air?
Do not ride with a flat or underinflated tire. Check for visible punctures or valve damage. The repair depends on whether your model uses inner tubes or tubeless tires. Contact us with your model and photos for guidance.
11. What should I do if my scooter will not turn on?
Check that the battery is charged and follow the startup instructions in your manual. If the scooter still does not turn on, send us a video of the issue. Please contact our team before purchasing a replacement controller or display.
12. What does an error code on the display mean?
Error codes vary by model and do not always indicate a controller failure. Send us a clear photo of the code and your scooter model so we can help identify the issue and explain the next steps.
13. What if my display stops working or my scooter overheats?
Stop using the scooter and switch it off. If it is unusually hot, allow it to cool and do not charge it until the issue has been assessed. Contact our support team with details and any available photos or videos.
14. What if a replacement controller does not solve the problem?
Contact us with your scooter model, replacement controller details, and photos of the installation. We will help check compatibility and determine the next diagnostic steps. Do not modify the wiring or attempt further repairs without guidance.
15. What should I do if my brakes are not working properly?
Stop riding immediately. Contact us with a description and photos or a video of the issue. Brake problems may require adjustment, servicing, or replacement parts. Have the brakes inspected and repaired before riding again.
Still need help?
Email us at contact@freeboy.co with your order number, scooter model, and a brief description of your question. For technical issues, include clear photos or a short video to help us assist you.