How does my order get processed?

Orders will be processed within 2 hours during working days. Packages will be handed over to logistic companies within 1-3 business days. The tracking number of your order will be provided to you by email after the shipment is shipped out and documented, typically in 3-5 business days.

How can I change or cancel my order?

If you want to change or cancel your order, please contact us as soon as possible. Our relevant staff will get in touch with you immediately. Your order could be modified or refunded only before we ship out the item. Feel free to reach out to us at [email protected] for additional help.

Do I need to pay for the shipping and taxes/duties?

KUGOO provides free shipping to the Contiguous United States for most scooters(Islands like Alaska, Hawaii, and Guam are not available for delivery service).  All taxes/duties will be covered. For Canadian customers, please check the below list for more details.

Why shipment delayed?

Most cases of delays will be caused by holidays, natural disasters, or carrier delays. If you need any additional help, please contact our customer service.

My order never arrives. What should I do?

If you haven't received your package within the standard delivery times, please follow the steps below.

1. Check the status of your order with the tracking number first

2. Contact our customer service immediately for assistance.

Missing items or damaged items?

Please contact us without any hesitation. It will be appreciated if you notify us of any missing item or mistake within 3 business days of receiving the order so that we would effectively make it right for you.

Notice: Please contact us for proper shipping costs and special offers if you want to make a group or massive purchase.

Feel free to contact us if you need any help. We'll support you as much as we can.