Refund policy

Return Policy; Restocking Fees

Returns, Refunds and Restocking Fees. GOTRAX believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes, escooters and electric rideables sold by GOTRAX.

  • Returns of New and Unused Items Within 14 Days of Receipt. We allow you to return any item in new and unused condition within 14 days of receipt for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
  • Returns of Used Items. Any items returned in a used condition may be returned within 14 days of purchase subject to the return shipping charges and a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.
  • Returns of New and Unused Items Outside the 14-Day Window. If you wish to make a return outside of the 14-day window, then if the item to be returned is in new and unused condition, you may return the item subject to the return shipping charges and a restocking fee in the amount of twenty percent (20%) of the purchase price.

Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return if there is no tracking.

Returns Mechanics, COD and Timing. Please contact a member of our customer support team using the “Contact Us” information below in Section 28. We will notify you at the email address on file when we process your return. Most refunds show up to your payment card or payment account within 72 hours of processing (or on your next paper statement).

No Bike Shop Returns. Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

Refused Shipments (ebikes) – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $250 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $250. Please note, in order to receive a refund, you must notify GOTRAX of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Refused Shipments (escooters) – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $50 per escooter to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $50. Please note, in order to receive a refund, you must notify GOTRAX of any shipment refusal. Failure to do so will cause a significant delay in the receipt of your refund for any refused items.

Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.

 

Follow these steps to return products within 14 days of delivery:

  1. Click Here to fill out a Return Request Form.

  2. 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.

  3. Clearly write the RMA# on the box in large letters

  4. Ship the product to:

    GOTRAX RETURNS
    2201 Luna Rd
    Carrollton TX 75006

  5. Once we receive and inspect the Product, we will process the refund within 2 to 3 business days.
     

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


 

Shipping restrictions
GOTRAX.com will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.

P.O. boxes
GOTRAX can not ship to a U.S. Postal Service post office box. Please provide an actual street address.

APO/FPO addresses
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.

Undeliverable packages
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:

Incorrect address
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.