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.

Exclusions:

Hawaii:
The island of O‘ahu qualifies for free shipping on most products. For the other Hawaiian islands, we offer reduced shipping rates where possible.

Please note that free shipping eligibility can vary depending on the product. Heavier items—like electric dirt bikes—may require freight shipping, which will be clearly specified on the product page if applicable.

If you’re ever unsure, feel free to reach out to our support team and we’ll clarify the shipping details for your specific item and location!
Alaska and Guam: While we do ship to these locations, free shipping is not available.
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 for orders that meet a minimum purchase of $120 USD.

However, please note that larger products—such as certain electric scooters and electric bikes—may not qualify for free shipping due to their size and weight. These items may have a freight shipping charge, which will be clearly indicated on the product page.
Specific Models: The E Ride Pro-SS and Altis Sigma electric dirt bikes do not qualify for free shipping and are currently limited to the US and Canada. The Inmotion RS, EMOVE Roadster, King GTR, Teverun Fighter Supreme 7260R, and Teverun Fighter Mini Pro do not qualify for free shipping due to higher weight and dimensions.

🌍 International Shipping

We offer international shipping to select countries that allow the import of electric scooters and similar products. Since our scooters include lithium-ion batteries (which are considered hazardous materials), some countries may have restrictions or special requirements.

If you're unsure whether we can ship to your country, just reach out to our customer service team — we’re happy to check for you. In some cases, special shipping arrangements may be needed to comply with local regulations.

❌ Countries We Currently Do Not Ship To

At this time, we’re unable to ship to the following countries due to import restrictions or logistical limitations:

Saudi Arabia
Malta
Dubai, UAE
Israel

We’re always working to expand our shipping network, so feel free to check in with our team if your country isn’t listed — we might have updates or alternate solutions.

🧾 Understanding VAT, Customs Duties & International Charges

When you order from VORO internationally, we want you to have a clear picture of any potential costs — both at checkout and upon delivery. Here's a quick breakdown of how taxes and duties work:

✅ VAT (Value Added Tax) — Collected at Checkout

What it is: VAT is a standard sales tax applied to purchases, including international orders. If applicable to your country, we’ll calculate and collect it during checkout.

Where it goes: This tax is sent to the tax authorities in our country, not yours. It’s part of your purchase price, not a border fee.

🚚 Customs Duties — May Be Charged at the Border

What they are: These are fees charged by your country’s customs office when the package arrives. They depend on the type of product, its value, and your local import rules.

Why it matters: Customs duties aren’t included in your checkout total, because they vary by country and are only determined once the item reaches customs in your location.

🤔 Why You Might See Both

It's common to pay both VAT and customs duties on international orders:

VAT = tax on the purchase, collected at checkout and sent to the seller’s country.
Customs Duty = tax on importing, charged by your country when the package arrives.

We know international fees can be confusing. If you’re unsure about your local rules, we recommend checking with your customs office before ordering — or reach out to us. We’re happy to help however we can.

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 to You

As a small business, we don’t have control over customs duties — they’re set and collected by your local government, not by us. Because of this, customs fees are not included in our prices or collected at checkout.

That said, we understand that unexpected charges can be frustrating. Our goal is to make your international shopping experience as smooth as possible. We’ll always:

Communicate potential fees clearly and upfront
Provide the right documentation to help your order clear customs without delays
Support you through the process if any questions come up

Transparency and trust matter to us — and we’re here to help every step of the way.

❓ FAQ: VAT & Customs Duties

Q: How much will I be charged for customs duties?
A: It depends on a few factors: the product type, total value, and your country’s import regulations. Since these vary widely, we recommend checking with your local customs office for the most accurate estimate.

Q: Are customs duties included at checkout or collected by VORO?
A: No — customs duties are not included at checkout and are not collected by us. If they apply, they’ll be collected directly by your local customs authority when the order arrives.

🚚 Order Processing & Shipping Times

At VORO, we aim to get your order out the door as quickly as possible. Here’s how it works:

✅ Same-Day Shipping

Orders placed Monday to Friday between 9 AM and 1 PM PT are usually processed and shipped the same business day.

📦 Next Business Day Shipping

Orders placed after 1 PM PT are typically processed and shipped the next business day.

Note for Electric Dirt Bikes:
These require one extra business day to ship, as they must be booked with specialized freight carriers (like Daylight Transport or Saia Freight), not UPS, FedEx, or USPS.

🛠 Weekend Processing

Our team does process orders over the weekend — but please note, we do not ship on weekends. Shipping will resume on the next business day.

⚠️ Order Changes After Processing

Please avoid canceling or editing your order variant after it’s been processed. Once it enters our system, reversing the process takes considerable time and effort — and may delay your shipment.

📍 Double-Check Your Shipping Address

An incorrect or incomplete address can cause delays. Please double-check your details before completing checkout.

Estimated Shipping Times

Destination	Estimated Shipping Time
United States	2 - 8 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 using ground carriers. Delivery usually takes 2–4 business days once shipped.

Please keep in mind:

This estimate does not include processing time.
Extra time may be needed if we have to confirm details with you before shipping.

🚛 Freight / LTL Shipping

For scooters and bikes over 130 lbs, we use freight/LTL shipping instead of standard ground.

These shipments may take up to one extra business day to prepare, since each one requires special scheduling.
Freight carriers (like Daylight Transport or Saia Freight) handle heavier items with extra care, helping ensure your order arrives safely and in great condition.
Just like standard shipping, delivery estimates don’t include processing time or additional customer confirmation if needed.

This is a great example of how freight shipping looks like

⏱ Shipping Delays

Shipping times are estimates and may be affected by circumstances outside of our control — such as severe weather, natural disasters, driver or truck shortages, or accidents.

While we work hard to process and hand off your order on time, once it’s with the carrier (UPS, USPS, DHL, FedEx, etc.), transit times are in their hands. Unfortunately, this means we can’t take responsibility for courier-related delays.

💳 Shipping Fees

All applicable shipping fees (not including customs duties, if any) will be clearly displayed at checkout before you finalize your order. No surprises.

🔍 Quality Assurance

We take pride in the quality of every scooter we ship. Before leaving our Los Angeles facility, each scooter goes through a 30-minute inspection process:

Unboxing
Full inspection
Careful repackaging

This ensures your scooter meets our standards before it ever leaves our hands. Because of this extra care, please allow 1–2 business days for order processing prior to shipment.

🛡 Shipping Insurance (Recommended)

For peace of mind, we recommend adding shipping insurance to your order. It makes resolving any transit issues much faster compared to filing a standard carrier claim.

With insurance, claims are typically processed within 1 business day. You’ll receive full credit for the value of your item, so you can get back on the road quickly.

How we check your Emove Cruiser - Pre-Shipment Quality Check Process

📦 High-Value Item Shipping

✍️ Signature Requirement

For your security, all high-value items — including our electric scooters (excluding parts and accessories) — require a signature upon delivery. This helps protect against theft and ensures your order is placed directly in your hands.

In some cases, the courier may contact you to schedule a delivery appointment. To avoid delays, please provide your best contact phone number at checkout so the carrier can easily reach you if needed.

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 & Packaging

We take great care to securely package every product before it leaves our warehouse. However, accidents can still happen during transit. For more details on how we handle product quality, you can also check our Defects vs. Non-Defects section on the Returns & Exchanges page.

🛑 If Damage Occurs at Delivery

Refuse Delivery: If the package arrives visibly damaged, please refuse the delivery and ask the driver to note “damaged” as the reason for refusal.
Concealed Damage: If the damage isn’t visible until after delivery, let both the courier company and VORO know as soon as possible.

📝 How to Report Damage

Act Quickly: Shipping damages must be reported to both the courier and VORO within 7 days of receiving your shipment.
Provide Documentation: Take clear photos of the damage and request a claim or confirmation number from the courier.
Submit a Support Ticket: Open a support ticket with VORO, including your photos, a description of the damage, and the courier’s claim number.
Keep Everything: Hold onto the original packaging materials until the claim is resolved, as they may be required for inspection.

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

🏢 Commercial vs. Residential Addresses

Whenever possible, we recommend shipping to a commercial address (like your workplace) rather than a residential one — especially for freight deliveries. This often saves time and hassle since many customers aren’t home during the day to accept deliveries.

✍️ Signature Requirement

For security, all orders valued at $200 or more — including warranty replacements — require a signature upon delivery. If needed, this requirement can be waived upon request or under special circumstances.

⏰ Delivery Hours

Couriers typically deliver between 8 AM and 8 PM. Signature arrangements are coordinated directly by the courier to match your availability.

🚚 Failed Deliveries

If an order is returned to us after failed delivery attempts, a $35 reshipping fee will apply to send it again.

📦 Refused or Damaged Deliveries

❌ Refused Deliveries

If you refuse delivery without first informing our customer service team (unless it’s due to visible transit damage), a 20% restocking fee may apply.

Please let us know in advance if you plan to refuse a shipment. This way, our team can coordinate with the warehouse and carrier right away — instead of spending extra time tracking down the package across multiple departments. A quick heads-up helps us resolve things faster for you.

🚚 Damaged Shipments

If your scooter or bike arrives damaged, please:

Take photos and videos of the damage right away.
Contact our customer service team so we can follow the correct process.

This allows us to work quickly with the courier and arrange a replacement for you as soon as possible. Our goal is always to minimize delays and avoid keeping any support cases open longer than necessary.

🏠 Wrong or Incomplete Address

📍 Address Accuracy

Please double-check your shipping details before completing checkout. If an order is returned to us because of an incorrect or incomplete address, the customer is responsible for the cost of re-delivery. VORO cannot be held liable for lost orders caused by inaccurate addresses entered at checkout.

⏱ Processing & Shipping Delays

We work hard to process every order within the promised timeframe. However, delays can happen due to severe weather or other unforeseen events outside of our control. To protect your purchase, we may also need to contact you to verify order details, which could cause a slight delay — but helps ensure safe delivery.

🚚 Shipping Locations & Transit Times

Domestic Shipping: We ship across all 50 U.S. states. Please make sure your address is complete and accurate to avoid delivery issues.
APO/FPO Addresses: For military addresses, please choose USPS/Freight at checkout. Transit times are typically longer than UPS shipments because of the special handling required.