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Shipping Policy

Shipping Policy Disclaimer

VoroMotors (VORO) commits to processing orders within the specified timeframe upon acceptance. However, unforeseeable circumstances such as severe weather, shipping delays, material shortages, and other factors may occasionally affect our ability to deliver as anticipated. We appreciate your understanding and patience in these instances, and please note that VORO cannot be held liable for any delays caused by such events.
Additionally, to ensure the security of your purchases, we may need to contact you to validate orders. This verification process may lead to slight delays. Please be aware that transit times can vary based on your proximity to our distribution center and current stock availability.

Free Shipping Policy

VORO is pleased to offer free shipping to customers within the continental United States, including Hawaii.
  • Alaska and Guam: While we do ship to these locations, free shipping is not available.
  • Refurbished Products: Refurbished electric scooters are excluded from free shipping.
  • Discounted Products: Products marked as discounted or on sale are not eligible for free shipping.
  • Promotions and Giveaways: Orders where the price is waived entirely due to special promotions, coupon codes, events, or giveaways are also not eligible for free shipping.
  • Minimum Purchase Requirement: Free shipping is available only for new electric scooter orders that meet a minimum purchase amount of US$3,000.
  • Specific Models: The new E Ride Pro-SS electric dirt bike does not qualify for free shipping.

International Shipping

VORO ships internationally to selected countries that permit the import of electric scooters and related products. Please be aware that some countries may restrict imports due to the inclusion of batteries considered hazardous materials.

Countries We Ship To:

  • Austria
  • Canada
  • Czechia
  • Denmark
  • Finland
  • France
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Mexico
  • New Zealand
  • Norway
  • Poland
  • Portugal
  • Puerto Rico
  • Spain
  • United Kingdom (including England, Scotland, Wales, and Northern Ireland)

Custom Duties and Taxes Explained

At VORO, we strive for transparency in all our transactions, especially regarding the costs associated with international shipping. Understanding the difference between Value Added Tax (VAT) paid at checkout and customs duties required upon entry into your country can help clarify why you might face additional charges after making a purchase.

VAT at Checkout:

  • What It Is: VAT is a consumption tax applied to the value added to goods and services, including those sold internationally. At VORO, when you check out, the VAT applicable to your location is calculated and collected as part of your total payment.
  • Purpose: This tax goes directly to governmental tax authorities within the seller's country and is used as a standard sales tax.

Custom Duties at Border:

  • What They Are: Customs duties are fees levied by the government of the destination country on goods as they enter the country. These are not included in the VAT and are assessed based on the item type, value, and sometimes the purpose for import.
  • Purpose: These duties are charged to import goods into countries and fund various public services. They also help regulate the flow of goods in and out of a country, protecting local industries and managing international trade policies.

Why Both Are Charged:

Customers often ask why they need to pay customs duties if they have already paid VAT at checkout. It’s important to understand that:
  • VAT is collected at the point of sale and remitted to the tax authorities in the seller’s country. It represents the tax on your purchase itself.
  • Customs Duties are separate and are assessed by your local customs authorities as the goods cross international borders. These are not pre-collected at checkout because they depend on local regulations that vary by country and are not determined until the goods arrive at customs.

Example Scenario:

Imagine you are in Canada and you purchase an electric scooter from VORO, based in the USA. At checkout, you pay the price of the scooter plus any applicable sales tax for the USA. When the scooter arrives in Canada, Canadian customs assess a duty fee based on its value and type as part of their regulatory and fiscal policies. This fee is payable by you upon delivery.

Our Commitment:

As a small business, we have no control over these customs duties, and they are not included in our pricing because they are assessed directly by your local government. We understand that this can be frustrating and we are committed to providing all the necessary documentation to ensure a smooth customs process. We communicate these potential fees to our customers beforehand to prevent any unexpected charges and enhance your shopping experience with VORO.

Processing Time

At VORO, we strive to process and ship all orders as swiftly as possible. Here are the details on how we handle orders:
  • Same-Day Shipping: Orders placed on our website from Monday to Friday between 9 am and 3 pm PT are usually processed and shipped on the same business day.
  • Next Business Day: Orders received after 3 pm PT are typically processed and shipped the following business day.
  • Business Days: Please note that we do not process or ship orders on weekends.
Shipping Address Accuracy: Delays may occur if there are issues with the shipping address provided. Please ensure your address is accurate to avoid any delays.
COVID-19 Update: While our processing times remain unaffected by COVID-19, the shipping companies we partner with may still experience delays due to ongoing impacts from the pandemic. For more information about potential shipping delays, please read more about the shipping crisis here.

Estimated Shipping Times

Destination Estimated Shipping Time
United States 2 - 4 Business Days
Canada & Hawaii 3 - 6 Business Days
EU & Other Parts Of The Word 10 - 15 Business Days

Standard Shipping:

Most electric scooter orders are shipped via ground shipping methods. The average delivery times are between 2-4 business days. Please note, this estimated shipping time does not include the processing period or additional time that may be required to clarify further details with the customer.

Shipping Delays:

It's important to understand that the shipping times provided are estimates and may be affected by factors outside our control. These can include adverse weather conditions, natural disasters, resource shortages (such as trucks or drivers), and accidents, among others. While VORO is committed to processing and shipping orders promptly within the stated timeframe, we cannot influence the transit times once a shipment has been handed over to a carrier (UPS, USPS, DHL, FedEx). Consequently, we are not liable for any delays caused by these courier services once items have shipped.

Shipping Fees:

All applicable shipping fees (excluding any customs duties, if applicable) will be clearly displayed at checkout before you finalize your payment.

Quality Assurance:

At VORO, we take pride in the quality of our products. Before leaving our Los Angeles facility, every electric scooter undergoes a rigorous in-house quality inspection. Our team of full-time quality inspectors is dedicated to ensuring that each scooter meets our high standards. The inspection process typically takes about 30 minutes per scooter, which includes unboxing, inspecting, and repackaging. Due to this detailed inspection, please allow 1 to 2 business days for processing your order before shipment.

High Value Item Shipping

Signature Requirement:

High-value items, such as our electric scooters (excluding parts and accessories), are shipped with a signature requirement to prevent theft. The courier may need to contact you to schedule a delivery appointment. Please ensure you provide the best contact phone number during checkout to facilitate this process.

COVID-19 Adjustments:

Due to COVID-19, the requirement for a signature has been adjusted by couriers to minimize physical contact. We recommend contacting the courier directly for any special delivery arrangements or to confirm their current policy regarding signatures.

Order Shipment Notifications

Shipment Confirmation:

Once your order has been shipped, you will receive a notification via email or SMS. This notification will include your tracking information and a link to track your package online.

Stay Informed:

We encourage you to use the provided tracking information to monitor your shipment's progress and to make arrangements for receipt, especially for high-value items.

Items Damaged During Transit

Precautions and Packaging:

At VORO, we take comprehensive precautions to ensure that all products are securely packaged before leaving our warehouse. Despite our best efforts, damage can occur during transit. You can refer to the Defects vs. Non-Defects section in our Returns and Exchanges page here.

If Damage Occurs:

  • Refuse Delivery: If you notice any damage upon arrival, please refuse the delivery and instruct the driver to record the refusal reason as "damaged."
  • Concealed Damage: If the damage is not immediately apparent or you are unable to refuse the shipment, notify both the courier company and VORO as soon as possible.

Reporting Damage:

  • Immediate Action Required: Shipping-related damages must be reported to the courier and to VORO within 7 days of receiving your shipment.
  • Documentation: Take photographs of the damage and obtain a confirmation or claim number from the courier.
  • Support Ticket: Open a support ticket with VORO, include detailed descriptions of the damage, photos, and the confirmation number from the courier company.
  • Preserve Packaging: Keep all original packaging materials until the issue is resolved, as they may be needed for inspection or to process the claim.

Status of Shipment

Tracking Your Order:

Once your order has been dispatched from our VORO facility, we have limited visibility over its exact status. The delivery, including its route and speed, is managed by the courier company.

Direct Contact with Couriers:

For the most accurate and up-to-date information regarding the status of your shipment, we recommend directly contacting the courier responsible for delivery. They can provide detailed tracking information and assist with any specific queries or concerns you might have about your package.

Contact Information:

  • USPS: For shipments handled by USPS, you can track your package or get in touch with them here.
  • UPS: For shipments handled by UPS, access tracking or contact options here.

Delivery Terms

Signature Requirement:

All orders exceeding $200 in value, including warranty replacements, are shipped with a signature requirement to ensure secure delivery. This requirement can be waived upon customer request or under special circumstances.

Delivery Hours:

Deliveries typically occur between 8 AM and 8 PM. The specific arrangements for signatures are coordinated by the courier service to accommodate your availability.

Failed Deliveries:

If a package is returned to us due to failed delivery attempts, a reshipping fee of $35 will be charged to resend the order.

Refused Packages:

Refusing a package, unless due to damage identified upon delivery, may result in a 20% restocking fee. If you encounter damage during transit, please follow our guidelines for reporting as outlined in the "Items Damaged During Transit" section above to avoid any restocking fees.

Wrong Or Incomplete Address

Address Accuracy:

If a package is returned to VORO due to an incorrect or incomplete address provided by the customer at checkout, the customer will be responsible for all costs associated with re-delivering the order to a corrected address. VORO cannot be held liable for the loss of an order if the address submitted at checkout is inaccurate or incomplete.

Order Processing and Shipping Delays:

Upon acceptance of orders, VORO diligently works to process them within the promised timeframe. However, we are not liable for delays caused by severe weather or other unforeseen events that impact shipping schedules. Additionally, to ensure the security of your purchase, we may need to contact you to validate your order, which could lead to slight delays.

Shipping Locations and Transit Times:

  • Domestic Shipping: VORO ships to delivery addresses across the 50 states. Please ensure your address is complete and accurate to avoid delivery issues.
  • APO/FPO Addresses: For shipping to military addresses, please select USPS during checkout. Be advised, USPS transit times to APO/FPO addresses are generally longer compared to UPS due to the specific handling required.