Below FAQ are some common concerns of our clients before purchasing our product, if you have other questions, please just send it to email@example.com
What payment methods do you accept?
We accept major debit cards and credit cards ( Mastercard, Visa) Paypal
Are my payments secure?
Yes, your payments are secure.
isinwheel does not collect your credit/debit card number or personal information when you make payment and your information is confidential and never stored. We also integrate secure PayPal payments so you can always use your balance when making a purchase. We make sure our website is secure at all times and we are committed to giving you a safe and satisfying shopping experience.
My discount code is not working. What can I do?
Please make sure you are logged into the isinwheel website before attempting your purchase. Please enter the code as you received it (no extra spaces or dashes). Only one code may be applied per order.
If you are still having trouble with the discount code, please reach out to our experienced support staff HERE.
I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?
If an error message occurs, this may be because:
•The debit card cannot be used for this type of payment
•Your bank has rejected the transaction due to suspicions of fraud
•The card is not activated for international transactions
Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.
When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?
Please make sure all information entered is correct and there are no spelling mistakes. Please also avoid short forms of City, and do not include the Province information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.
I have problems with the payment process. Help me.
If you experience any problems concerning the payment, please contact us and give as much information about your order as you can. We will try to fix this.
Shipping & Delivery
Where do your products ship from?
Orders are shipped from our warehouse in Brampton ON,and Coquitlam, BC, Canada. It depends on the stock of products
How much does the shipping cost?
How long does it takes my order to ship?
Our average order fulfillment time is 1 business day, with a 2-7 business days shipping time. We ship Monday through Friday. Holiday shipping can increase the time it takes to fulfill your order.
Can I change my address after placing an order?
Please be aware that your address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address. We will help intercept your package, but if we failed, you need to bear the loss yourself.
How do I track my order?
Why hasn't my tracking link been updated?
Sometimes tracking links don't update daily, and can take 48-72 hours to update. If it hasn’t updated, don’t worry. Your package is still on it’s way to you and should update soon! If you do not see updates for more than 72 hours, please contact us here.
The estimated delivery time has passed and I have not received my order, what should I do?
This kind of situation is rare, and it may be delayed or lost due to accidents during transportation. If you encounter this situation, please contact us within 3 days after the estimated delivery time, we will contact the logistics and provide a solution for you in time.
My order says delivered, but it hasn't. What do I do?
This happens from time to time as the carrier may have prematurely marked the package "delivered" before its arrival or delivered to the wrong location. We recommend checking with your neighbors and the local postal office first. If it's not found within 3 days after marked "delivered", please let us know here.
How to change or cancel my order?
Please contact us online or via firstname.lastname@example.org for help before the item shipped. If the item is shipped, please return it, the item must be in the same condition that you received it,no damage and unused, with tags, and in its original packaging, then a full refund will be made.
How can I exchange items?
If you wish to exchange for another item or believe that you've received a defected product, please contact us via email@example.com. A customer success representative will reply to you within 1-2 business days to help resolve this issue.
What if the item(s) I received is Faulty/damaged?
Faulty electric scooter – Less than 14 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 14 days of you receiving it you are entitled to a repair, replacement or refund.
To initiate this process, you need to contact us via our email address:firstname.lastname@example.org
I want to return the item. How can I do it?
Simply contact us with a reason for your return, and we will be happy to help.
When can I return the item?
Here is our return & refund policy, where you will find all the cases when we accept returns.
What is your return address?
Please contact us before returning the goods, do not return directly to the mailing address, because we do not accept returns without prior confirmation. After we confirm your return request, we will send you an email about the return information.
When will I receive my refund?
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method, it will be refunded within 1-2 business days.
More refund information and details, Please pay attention to Return & Refund Policy.
How old do I need to be to ride an adult electric scooter?
We recommend all riders are at least 12 years of age before riding an electric scooter.
Can I use an electric scooter in the rain?
This depends on the model’s IP rating.
An IP rating of 5 or higher indicates water resistance – models that can be ridden in the rain (the second digit of an IP rating refers to water ingress). View our water resistant iSinwheel Electric Scooters, which have been designed to be protected in all Canada weather conditions.
Can I take my isinwheel Products on an airplane?
We recommend contacting your airline directly to inquire about flying with your scooter. With airline approval, devices can contain larger lithium ion batteries (101-160 watt hours per battery). Most of our scooters hold a bigger lithium ion battery than 160W, which you will not be able to fly with. You can find battery information on the underside of the scooter deck.