HELP&FAQ

Frequently Asked Questions

• Do I need to pay VAT, tax or shipping on my order?

VAT, tax and shipping cost have been repaid in our side, there is no extra fee in your side.

• Where do you ship to?

Products ordered through our website can be shipped to United States, EU countries, Norway, Switzerland, United Kingdom, Canada, Russia, Ukraine, Kazakhstan, Australia, South Korea, Japan, Dubai, Thailand.

Please note that we DO NOT ship to island regions of the countries mentioned above.

• How long will it take to recieve my order?

It will take 3-10 working days to arrive United States, EU countries, Norway, Switzerland, United Kingdom from US/EU warehouse.

It will take about 1 month to arrive Russia, South Korea, Japan, Dubai, Thailand from China.

It will take about 3 months to arrive United States, EU countries, Norway, Switzerland, United Kingdom, Canada, Ukraine, Kazakhstan, Australia from China.

The above transportation time is for reference only, please refer to real-time situations for the exact delivery time.

• Where is my tracking number?

Our processing times of the orders from EU/US warehouse is1-3 business days, and 3-7 working days for the order form China. After your order is processed, you will receive a confirmation email with shipping information.

If it has been over 7 business days and you still have not received a tracking number, please reach out to our customer service team at service@gogotops.com with your order number so we can help!

• My tracking number isn't working.

We send out an automated shipping confirmation email as soon as your package is pulled and packaged to be shipped. The tracking number will be active after 5pm PST on the day you receive your shipping confirmation email. Please note that USP scan sometimes take up to 24 hours to update their tracking info.

• How do I cancel my order?

Contact us immediately at service@gogotops.com with "cancel" indicated in the subject line so we can cancel your order before it gets processed and shipped.

• How do I cancel my order if it's already been shipped?

Orders that have already been shipped cannot be cancelled. Once your order has been shipped, wait for it to arrive and return it following the instructions on our return policy. Please note that we do not cover shipping fees to send and return the item back to our EU US warehouse or China.

• My order arrived damaged, what do I do?

We’re so sorry to hear your order arrived damaged! We can’t always control how our items are handled during the shipping process. Please email us at service@gogotops.com or give us a call at +8618825068727 as soon as possible so we can help out!

• My scooter or bike isn't the right model I ordered, can I exchange it for a new one?

We will gladly accept all returns in retail condition and in its original packaging. Please review our return policy for more information on returning an item to us. Please note that return labels are not provided for incorrect sizing and we do not cover the cost of return shipping. Or we are willing to refund the difference fee and give you appropriate additional compensation to keep the goods you received.

• I put in the wrong shipping address.

If your order hasn't shipped out yet, we're happy to change your shipping address to the correct one. If your order has already shipped, we do not fulfill address changed requests. 

You will have to contact the carrier to reroute the shipment. 

• What happens if I refuse the delivery?

Delivery refusals, packages that cannot be delivered, or orders placed with an incorrect address are processed as returns. Shipping will not be refunded and there will be a restocking fee of 15% applied.

• Can I order a customized scooter?

We can customize scooters for individual customers to add a personal name or brand. The MOQ is 10 pieces to customize the bikes with your brands.
Customized products cannot be exchanged or returned.

• My scooter or bike was stolen.

We love our riders and we want you to get back your scooter or bike as much as you do. We’ll provide a discount code good for 15% off a new scooter or bike with a valid police report indicating your stolen bike. Email us at service@gogotops.com with a police report and we’ll send your discount code over ASAP. Consider this a nice silver lining to this bummer of an event.

• Where can I get accessories for my scooter or bike?