X-Treme Warranty Shipping Returns
ElectriCity Cycles is an authorized dealer for X-Treme Electric Bicycles & Scooters. Below you will find the Warranty, Shipping and Returns policies directly from X-Treme. If you have any questions, please feel free to contact us.
Our (X-Treme) Warranty We Offer On All X-Treme Bicycles and Scooters.......Even if you did not buy your bicycle direct from X-Treme, rest assured your covered, providing you purchased it from one of our authorized dealers.
Warranty (last updated 01/30/17)
X-Treme offers a 90-day limited manufacturers warranty on all bicycles and accessories on all models that are purchased from an authorized dealer and up to 180 days on certain listed models. Original purchase receipt required.
X-Treme will NOT offer any warranty on any products purchased from second hand sellers, non authorized Dealers, products purchased used, or products that are purchased via outlet centers. X-Treme will offer free lifetime technical support access on these products & if parts are needed, those parts may be purchased from X-Treme.
Selected 90 day warranty models include:
Electric Bicycle's XB-504 - Cabo Cruiser - Alpine Trails - Sierra Trails - South - Clearwater
Selected 6 Month (180 days) Warranty models include:
Trail Maker - Trail Climber - X-Cursion - Newport - Malibu - City Express - Kona - Hanalei - Baja - Rubicon - Sedona
Selected 12 Month (ONE Year) Warranty models include:
Summit 36V - Summit 48V
Selected Limited Lifetime Warranty On Frame:
Trail Maker - Trail Climber - X-Cursion - Newport - Malibu - Kona - Hanalei - Baja - Rubicon - Sedona - Summit 36V - Summit 48V
The warranty starts the day the bicycle is delivered to you. This warranty covers factory defects and defaults only. We do not cover misuse or broken parts caused by the user or by any other event. We will pay for standard shipping service costs on the first & second warranty shipment only. Any additional warranty parts that are needed will require the customer to pay all shipping costs.
We offer a full 6-month even trade warranty on defective batteries.
Selected 1 year battery warranty models include:
Trail Maker - Trail Climber - X-Cursion - Newport - Malibu - City Express - Kona - Hanalei - Baja - Rubicon - Sedona - Summit 36V - Summit 48V
If any battery should become faulty within the specified warranty period we will replace the battery free of charge. X-Treme requires that defective batteries be returned to us for exchange. X-Treme does not pay the shipping fee's to return the batteries to us however we will pay to ship the replacement batteries back to you. If you have questions about our warranty, please contact our support department by opening a ticket only at http://support.x-tremescooters.com/. A friendly representative will get back to you quickly. Our support department hours are Monday through Thursday 8 AM to 5 PM PST.
Limited Warranty Details
What is covered & what is not covered:
1. Shipping damage: Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, we will replace those damaged parts free of charge under warranty as long as the damage is reported immediately after delivery. In the event that the damage is determined to be extensive, (digital photos may be required by e-mail), at X-Treme's discretion and after careful consideration, we may arrange to have the item picked up and returned to X-Treme for free replacement. X-Treme will provide technical support via phone or through our Support Help Desk to assist customers with the replacement of parts but will not pay labor charges to install such parts.
Freight ShippingNote: The trucking company will contact you by phone to schedule your appointment for delivery (or pick up at terminal). For Business and Residential Delivery, the item will be delivered to the end of your loading dock/driveway and will not be moved into your business, home or garage. You must be present to accept delivery. Missed delivery appointments are subject to charges for additional delivery attempt. Please inspect the item for any visible damages upon delivery as any damage must be noted on the delivery receipt in order to be eligible for damage claims. Do not refuse the shipment. Please notify our Customer Service Department immediately after delivery if damage has occurred.
- Tires, tubes & kick stands: These items are NOT covered unless they are damaged as a result of shipping.
- During your applicable warranty period:X-Treme will replace any defective part free of charge and free of shipping charge to the end user of the bicycle. We may require certain parts to be returned to X-Treme before replacing those parts. Shipping costs back to X-Treme must be paid for by the end user / customer. Call tags will never be issued.
Gasoline Engine Warranty
We offer a 30 day warranty on all gas engines for all models.
We offer a 90 day warranty on select models: XG-575-DS (Signature Series)
"Manufactures defects will only be covered"
1. Engines are covered. Each engine is started, tuned up and tested before we ship the gas scooter to you. Failure to premix oil with the gas voids the engine warranty.
2. Pull starters are not covered. Spare scooter pull starters can be purchased online via our website.
3. Tires, tubes & flat tires are not covered unless damaged during shipping. (Damage must be reported to us immediately.
Defective engines must be returned to X-Treme Scooters at the customers expense & will be replaced if X-Treme Scooters determines the engine is defective due to a factory defect.
X-Treme Scooters will pay the shipping cost to send the replacement engine to the customer.
Signature Required Option:
We make a Signature Required Service available to all our customers at the
time of purchase for a minimal fee of $4.50. If this service is not purchased we will not be responsible for packages that have been left at the recipient's door and consequently lost and/or Stolen. Please include a special note when you purchase your bicycle.
RECEIVING AND INSPECTING FREIGHT SHIPMENTS
When you receive your shipment, ask the carrier the following questions:
- Is it damaged? Do not sign the receipt before inspecting for damage. Check for holes, water stains, and tears. Pick up cartons if you can. Check for rattling. Listen for something broken inside. Check to see if any packages have been opened or if the sealing tape has been tampered with.
- Is the piece count correct? Count the pieces and match the number on the delivery receipt to the number you have counted. If the shipment is on a pallet, check to make sure the pallet is solid with no voids inside the stack. If the shipment is shrink or stretch wrapped, make sure the wrap hasn't been cut and pieces removed. Sign only for the type of unit you receive. For example: two pallets. Don't sign for the number of packages that are supposed to be on the pallet. However, if time permits or the pallet is not banded or shrink wrapped, count the packages, and only then sign for the number of packages.
If your delivery doesn't check out, do the following:
- If only partially damaged or short, accept it and note exceptions on the delivery receipt. Do not refuse the shipment.
- Email our Customer Care Team with your findings at firstname.lastname@example.org.
How to note exceptions:
- Damage Notations: Be specific. Describe the damage accurately. Pinpoint the locations of all defects.
- Shortage Notations: If part of shipment is missing, write the number of pieces actually delivered on the delivery receipt and circle it. Then write down the number of pieces missing and note them as "short."
- Signatures: Write down all exceptions on both copies of the delivery receipt. Have the driver sign both copies of the delivery receipt in his full name (not initials or nicknames). After the driver signs, you sign also.
Order Cancellation Policy:
Before completing your purchase, please confirm that you have selected the correct item(s), color(s), accessories, etc. Due to the high volume of orders we receive and the speed at which we process these orders, once an order is placed it is generally processed & shipped immediately therefore we have a NO cancellation policy after an order has been placed.
Electronic Parts are non-returnable. Please make you're selections wisely when purchasing parts. Contact our parts department for more information. Our parts department can be reached by at email@example.com or by phone 1-253-777-0690. All other parts returns must be returned within 15 days of purchase. Returns are subject to a 15% restocking fee. Customer is responsible for returning merchandise at their own expense. For damaged or defective items please refer to our warranty policy.
Lifetime Technical Support:
Lifetime technical support is provided to each customer that purchases an X-Treme Scooters & Bicycles. To access our technical support department click on this link http://support.x-tremescooters.com/. After a support ticket has been opened a technician will respond to your ticket and an e-mail will be sent to you. If you would like to speak to a technician by phone, include your phone number on the ticket and ask the technician to contact you. Tickets are answered in the order received. Your initial posting puts you in line for the next technician to assist you. Should you post to your ticket before a technician responds, you will move your ticket to the bottom of the list so to ensure a quick reply, do not to post again until a tech replies to you.
X-Treme Scooters and it's Distributors are not responsible for the proper or improper use of merchandise sold. We care about our customers and urge you to exercise caution and take necessary safety measures to protect yourself while engaging in cycling. X-Treme encourages, begs, and asks that you wear a helmet and use appropriate lighting while riding at night regardless of the legal requirements in your particular state. Potential customers, you should check with your local law enforcement agency before purchasing about age requirements for riding our electric bicycles. Some states may have laws restricting the use of these items on public streets, generally all states allow them on private property such as campgrounds, parks etc....but many states have age requirements and most states require helmets and protective equipment to be worn by certain age children. Please always bike safely. Know your laws before you go biking. We will not take back a bicycle if you find your laws do not permit your child to ride it. Check first.
We ship daily via UPS Ground, Fed Ex Ground, Road Runner Freight and AIT Worldwide Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (some exceptions apply, some part & freight orders may not ship until the following day). Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cutoff time.
Shipping costs are included with any unit going ground to the lower 48 states. AK & HI ship by AIR at additional cost. We do not offer COD. If a customer wishes to use their own shipping account to expedite service, they must notify us immediately, provide a prepaid shipping label and schedule a pickup with our warehouse. They can contact our Customer Care Department to obtain shipping weights and dimensions, warehouse address for pickup and directions for sending the prepaid label.
Air Rates for expedited service under our own account can be checked by calling our customer service department 1-253-777-0690 Ext. 3, Mon-Thurs, 8 am to 5 pm, PST or email at firstname.lastname@example.org. All of our X-Treme Scooters ship out of the X-Treme warehouse located in Washington State.
Large items that ship by freight (the XB-504 & Cabo Cruiser) include Free Shipping to the nearest freight terminal or to a business address with a loading dock. (Home businesses do not qualify as a business address, business addresses must be to a commercial business location). A business address must have a loading dock to qualify for free shipping also, if it does not then they must pay the additional $30 fee for lift-gate delivery. Schools, resorts, camp grounds and hotels do not qualify for business delivery and may require additional shipping. Port/pier/dock deliveries are also subject to additional shipping. If your shipping address is to one of these locations your order will be placed on hold if additional shipping is required and you will be contacted for additional payment for those fees.
Home delivery of freight orders is an additional $50 per order, not per item. This includes delivery to the customer’s residence outside/curbside to ground level. It does not include inside delivery or delivery inside an apartment complex to upper or lower levels. We strongly suggest customers pay for home delivery of these large freight items unless they are prepared to drive to the nearest terminal and load / unload these large heavy items themselves. The closest terminal may be more than 30+ miles away from the customer’s residence if they do not live in a major city where the carrier used has a terminal for pick up. We will automatically ship any terminal pick up shipment to the terminal that is less than 30 miles distance from the customer. If it is more than that you will be contacted with terminal information so that you can inform the customer and they can confirm they still wish to pick up. If the customer wishes to change to residential delivery after an item has shipped, there are additional fees subject to be charged besides the standard $50 fee.
Any freight delivery that is not picked up at the terminal or refused by the customer is subject to all shipping charges (original charges that are included in purchase price and return shipping costs) being withheld from the refund.
A phone number is required by the freight company so a delivery appointment can be made. Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment. A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.
An additional $50 fee is also charged for shipping to New York City & Suburbs, Martha’s Vineyard and any island delivery within the 48 contiguous United States.
Shipping cost is determined by 4 factors: ground, freight, delivery location, and zip code.
$0.00 Extra Cost = If item being shipped within 48 states is a part. These ship via USPS, UPS or FedEx.
If unit is shipped within 48 states by ground via UPS or FedEx.
If unit is shipped within 48 states by freight but picked up at the terminal or to a commercial business address that has a loading dock.
$30.00 Extra Cost = If unit is shipped within 48 states by freight to a business address that does not have a loading dock.
$50.00 Extra Cost = If unit is shipped within 48 states by freight home delivery to customer’s residence.
If unit is shipped by freight to terminal or a business address with loading dock in NYC Area, Martha’s Vineyard or Island Delivery within 48 contiguous United States.
$80.00 Extra Cost = If unit is shipped by freight to business address without loading dock in NYC Area, Martha’s Vineyard or Island Delivery within 48 contiguous United States.
$100.00 Extra Cost = If unit is shipped by freight home delivery to NYC Area, Martha’s Vineyard or Island Delivery within 48 contiguous United States.
$150.00 Extra Cost = If unit is shipping to Canada by freight home delivery. Shipping only, customs & duties are paid by the recipient. See section on Canada for more info.
$210.00 Extra Cost = If unit is shipping to Canada by ground (FedEx or UPS). Includes customs & duties fees. See section on Canada for more info.
NO Gas Models (XG series) can be shipped to California for any reason. California has much stricter EPA regulations and our units do not meet all the required regulations for carb certification. Any order placed for an XG series unit to ship to California will be cancelled.
If a unit weighs more than 70 pounds it is unable to be shipped via USPS to a APO, as USPS is the only method to ship to APO they are unable to order bigger units. (It also can take 3-4 weeks for a unit to be shipped to an APO address).
Units under 70 pound units are: City Express, Trail Maker, Trail Climber, X-Cursion, Newport, Malibu, Summit 36V, Summit 48V, Kona, Hanalei, Baja, Rubicon & Sedona.
We Offer Established Dealers Our Drop Shipping Service
Drop shipping is encouraged. For more information on our drop shipping program Contact Us to view our drop shipping information & fill out our drop ship dealers request form and we will e-mail you all of the details. Most any online business can qualify for our drop ship program which will entitle you to special low rates on each model we offer. We ship your orders one Electric Bicycle at a time direct to your customers, all you do is send us the orders. Their is no extra fee to established dealers for our drop shipping service.
Alaska, Hawaii and International Shipping:You will be contacted via email by one of our Customer Care Representatives with a specific shipping charge quote for your order.
Note to international customers: You are responsible for any and all duties or taxes that may apply. (see details below).
Customs, Duties, and TaxesImport duties, taxes, and charges are not included in the item price or shipping cost. The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Therefore, we cannot, and will not, offer advice about taxes in your country. We report the amount of the sale on the Customs form. Please do not ask us to claim less than the actual purchase amount. It is the customers responsibility to know the legality of the products ordered in their country. Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your Customs office to see if your country permits the shipment of our products to your country.
As the buyer, it is your responsibility to find out that information before you order. Please contact your local customs office for information.
To avoid a delay in receiving your order from customs, consider the following:
- Provide us with a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
- Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
- We do not refund original shipping charges for goods that are refused for delivery at customs.
- We will deduct all additional fees resulting from refused international shipments from your refund.
- If we are charged for YOUR taxes and duties on the shipment or incur any penalty or lawsuit related to your order or shipment, we will post the charge to your credit card.
Shipment of certain scooters into Canada is not possible, as Canadian DOT requirements are such that we'd have to manufacture a special scooter just to meet these regulations and this is not feasible at this time.
Below is a list of the models that can be sent to Canada:
Summit 48V, Kona, Hanalei, Baja, Rubicon, Sedona, City Express, TrailMaker, TrailClimber, X-Cursion, Newport, Malibu, Alpine, Sierra, XB-504, Cabo Cruiser (500w)
Anything outside of the USA incurs additional shipping charges. All units shipped by ground (all units listed above except the XB-504 and Cabo Cruiser) to Canada will incur a flat rate of $210 per unit additional shipping charge. This includes shipping and customs/duties fees. Customer is not responsible for any additional fees associated with the delivery of their unit. All fees will be covered by the flat rate fee.
All units shipped by freight (XB-504 and Cabo Cruiser) will incur a flat rate of $150 per unit additional shipping charger. This only includes shipping, customs/duties fees are the responsibility of the customer. Customer must arrange custom’s clearance with the broker of their choice and payment for those additional fees will need to be made prior to delivery. If a shipment crosses the Canadian border and the customer later refuses, all shipping fees and custom's fees already incurred will be deducted from the refund.
15 DAY RETURN POLICY (Satisfaction Guarantee) (Added 12-10-2008) Updated 10-26-2011) (Updated & Improved 3-26-2012)
If during the first 15 days you choose to return merchandise purchased from X-Treme for a replacement/exchange or refund, please review the terms and conditions below.
Return Terms and Conditions
(3-26-2012) (Updated 7-11-2013)
Refunds will be for 100% of the entire purchase price including the original shipping costs.
Extended Warranties purchased will be 100% refunded when a bicycle is returned for a refund; within the extended warranty period only.
At the discretion of X-Treme, a restocking fee of 15% may be deducted from refunds for items returned in their original condition within 15 days of purchase including but not limited to unauthorized returns.
Customer is responsible for returning merchandise at their own expense.
Merchandise must be received in 100% new, re-sellable condition. Merchandise is not eligible for refund if it has been ridden, worn, used, abused or damaged in any way. Merchandise must arrive complete (including warranty cards, manuals, accessories, promotional items, etc.) and in the original packaging.
Customer must initiate return shipment of the merchandise within 15 days of the purchase date.
Preparing your product for Authorized R.M.A. return shipment:
- Re-pack the merchandise securely in its original packaging, include the original contents of the box; warranty cards, Manuals, accessories, promotional items, etc.
- Include a copy of your invoice.
- Include a copy of the RMA notice you have received from us via our support department help desk.
- Clearly print your RMA# on the return shipping label (on the outside of the box).For your protection we recommend all returns be sent via UPS, Federal Express, DHL or other courier that issues a tracking number. We recommend that the shipment is insured. The customer is responsible for damage or loss during return shipping.
Freight collect and COD packages will not be accepted.
Contact Tech Support at this link http://support.x-tremescooters.com/ to obtain an RMA number.
*Customer is responsible for returning merchandise at their own expense.
Once merchandise has been received and processed, credit will be applied to the account through which payment was originally made; which means we will refund your dealer or the store you purchased from and your dealer / store will have to refund you.