Shipping Policy

On acceptance of orders, VORO will make every effort to process them within the stated time frame. Unfortunately, sometimes unforeseeable events such as severe weather, shipping delays, material shortages and other factors impact our ability to deliver as expected. Therefore, we appreciate your understanding that with regret, VORO cannot not be held liable for such shipping delays.

To ensure the security of purchases, VORO may need to contact customers to validate orders, which may cause delays. Transit time may vary depending on proximity to our office and inventory availability.

As we want to be as transparent as possible, goods that are purchased from overseas are subject to custom import duties or widely known asValue Added Tax (VAT), excise duties. This is a standard practice in some countries and they are collected by your local government customs authorities. Here are some examples.

Canada (CA)

We take care of the custom duties for Canadian orders. If you place an order with an new electric scooter and the total is under $3000, you will cover shipping. If your order is over $3000, shipping is free. If you place an order for a refurbished electric scooter and other products and your order is over $3000, you will pay for shipping.

Here is a reference from Canada Border Services Agency that you might find useful:  https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

Europe (EU)

If you place an order that includes a new electric scooter (with or without other products) and the total is under $3000, you will cover shipping. If your order total is over $3000, shipping is free. If you place an order for a refurbished electric scooter and other products and your order is over $3000, you will pay for shipping. Here is a reference from the European Union website:https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/buying-goods-online-coming-from-a-noneu-union-country_en

Unfortunately, as a small business, customs duties are collected by your local government body and are out of our control. We are in this together and want to communicate this to you clearly before the shipment leaves our facility.

We typically process and ship all orders placed on our website within the same business day but it may take up to 2 business days pending delays, such as incorrect shipping addresses. Orders placed Monday - Friday, 9 am - 3 pm PT, are processed and shipped out on the same business day as often as possible. Orders made after 3 pm PT will typically start processing and be shipped out the following business day. No orders are processed or shipped on weekends.

Update: Although our processing times for shipments are not affected by COVID-19, please note that shipping companies are still being affected by the impact and delays may occur. Read more about the shipping crisishere.

Most electric scooter orders are shipped via ground shipping method and average delivery times are 2-4 business days. Estimated shipping time  does not include any processing time or time required to clarify any further information required by the customer.

Important to note:  Shipping time stated isonly an estimate and there might be unexpected delays caused by uncontrollable factors, such as bad weather, natural disasters, shortage of resources (trucks/drivers), accidents, and so on. VORO will make every effort to process and ship out orders within the stated time frame. Once a shipment leaves our facility with a package carrier (UPS, USPS, DHL, FedEx), we are unable to control the transit speed of the delivery. Therefore, any delays once shipped are caused by the courier services and we cannot be held liable for delays.

All applicable and exact shipping fees (excluding any custom duties if applicable) will be shown upon checkout before payment. When we prepare orders for shipment, we ensure the quality of all products before they leave our facility. Every electric scooter undergoes an in-house quality inspection before shipment. This is a process we pride ourselves with, and the reason why our customers trust the quality of the products we stand behind. We have a team of full-time quality inspectors in our office here at Los Angeles who are responsible for quality inspecting the scooters. A single electric scooter order requires around 30 minutes to unbox > inspect > package it back into the box. As the inspection adds to the timeline, your scooter order will need 1 to 2 days processing time before shipment.

High value items such as EMOVE Cruiser/EMOVE Touring will be shipped with signature required to prevent theft and the courier may need to contact you to schedule a delivery appointment. Please be sure to leave the best contact phone number for them to reach you.

However, due to COVID-19 restrictions, signature requirement is decided by the courier often erring on the side of minimal physical contact. Please contact the courier directly should there be any special arrangements that need to be made.

You will receive a shipment notification email/SMS once your order has shipped. The email/SMS will contain the tracking information as well as a link to track your package online.

While we take every reasonable precaution to ensure that products are well packed, damage can occur between our warehouse and your destination. If your products are damaged during transit, please refuse delivery and have the driver note refusal reason as "damaged". If you are unable to refuse the damaged shipment or if shipping damage is concealed, notify us and the courier company immediately.

Shipping-related damages must be reported to the courier company and to us within 7 days of receipt of shipment. Take pictures of the damage and ask the courier company for confirmation or claim number. Open a support ticket with VORO describing the damage, including photos and confirmation number from the courier company. Do not throw away original packaging.

Once an order leaves our facility, unfortunately, we will have limited visibility of the exact status and we are unable to control where it goes, how fast it can go etc. Courier companies like USPS and UPS will be delivering your package directly to you.

The most efficient way to find out the exact status of your package would be to contact the courier company directly.

You can contactUSPS here.

You can contactUPS here.

All orders over $200 and warranty replacements will be shipped with signature required unless requested otherwise by the customer or other special circumstances.

Most deliveries occur between 8 AM and 8 PM (signature requirement is coordinated by the courier service). Packages returned to us due to failed delivery attempts will be charged a $35 reshipping fee. Refused packages (except items damaged during transit) may be charged a 20% re-stocking fee.

If your package is returned to us due to an incorrect or incomplete address, the customer will be responsible and pay for all delivery cost to re-deliver the order to a corrected address. VORO will not be responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

On acceptance of orders, VORO will make every effort to process them within the stated time frame. VORO will not be held liable for shipping delays caused by severe weather or unforeseen events. To ensure the security of purchases, VORO may need to contact customers to validate orders, which may cause delays. Transit time may vary depending on proximity to distribution center and inventory availability. VORO only ships to US delivery addresses in the 50 states. To ship to APO/FPO addresses, please select USPS on checkout.

USPS is generally much slower than UPS in shipping transit, however, that is the only way it can get to military addresses.