Our goal is to respond to all of our customers as quickly as possible. We can usually respond within 24 business hours (excluding weekends and holidays), however occasionally it may take a little longer, for example if we are experiencing high volumes.

If you have emailed us and have not received a response, please check your junk/spam folder as sometimes our responses can end up there.

We cannot insure them for use outside your home or on private land.
For use in the home, they may be covered under your standard home insurance policy. If you're not sure if yours is covered, check with your local insurance provider.
In the process, if you need any certification files of the electric scooter you purchased, please contact our customer service email: support@isinwheel.es, we will provide you with ROHS, CE or other legal certifications you need.

If you placed an order on our website, please send your order number to our customer service mail.
And if you have any special requests for shipping/billing address and tax information, please tell me the details, then we will provide you a proper invoice according to all your requests.

If you wish to change any information on your order, please contact us within 24 hours of placing your order.
If the items are not shipped, we will help to change the order information as per your request, once the item is shipped, nothing can be changed.

1. Shipping from Spain Warehouse
We ship via DHL/GLS, the express will email you on the day of delivery with a time interval of 1 hour. Tracking information is provided via email on the day of shipment, delivery time is 1-3 business days.

2. Shipping from other warehouses in Europe
We ship to these countries via DHL/GLS/DPD which takes 3-7 working days for delivery. All packages will receive the tracking number by email.

3. Shipping from original factories
If the accessories are out of stock in Europe warehouses, we will choose to ship from the original factories, and the delivery is free via YunExpress and it will take 7-10 working days to arrive.

1. If you miss your delivery, the courier will try another one the next day. If you miss two reshipping attempts, the items will be returned to our warehouse.

2. If the driver has trouble delivering to your address, it will be marked on the tracking information page. If you find this to be the case, we recommend that you contact the courier directly, using your tracking number as a reference.

3. If the package is lost, we will send you a new one.

Due to long transportation, the parts may be worn and scratched due to the parts colliding with each other, but we have packed all the parts to avoid such situations as much as possible. Please send us the related pictures or videos that would help us to check the condition and solve the problems.

We are sorry that the wrong item was delivered. Before contacting us, please double check your order confirmation and item received to make sure you ordered a different item than received.

If this is the case, please contact our email with your order number in the subject line and include pictures of the item received. A member of our team will be in touch to help resolve the issue.

Due to the size of our packages, it is easy for small parts to get hidden and appear to be missing.
The screws are often kept in a small bag attached to the e-scooter.
Chargers are often packaged inside a small cardboard box inside the package, so be careful not to throw them away.
If you are still having trouble locating part of your order, please contact us by emailing customer service, including your order number in the subject line, and submit pictures to verify which parts you missed.

Note: Accessories ordered with electric scooters may come in separate shipments as they come from different warehouses, including helmet, seat, lock, or others.

The customer can only request to cancel an order before the package has been shipped, so please contact us within 24 hours of placing your order. Once the item ships, simply refuse the package, but a 5% restocking fee will apply.

Please note that you can request the return of your items within 30 days of receipt. please provide the detailed reason you want to return and the status of the scooter (unopened/unused or others) to our customer service email. If we come to an agreement after negotiation, we will first provide you with a free return label. Then, for the refund, see the details of our refund policy.

Exchange:
Replacement is allowed only within 30 days from the date of purchase:
1. Unopened or unused products: Products may be replaced without additional freight and handling charges.

2. Used products with non-quality problem: 30-50 shipping cost will be charged..

3. Used products with quality problems: shipping costs for exchange will be borne by isinwheel.

4. The replacement will be made immediately on the second business day of receiving the package returned by the customer.

Once the confirmation of the acceptance of the return is received, we will take 1-2 business days to apply the return.
Please note that all refunds go back to the same payment method that was used for the purchase.
After this time, the refund period is as follows:
(1) Paypal account returns: up to 48 hours.
(2) Credit card returns: between 7-14 business days.

We do not recommend that anyone under 14 years of age use an adult-sized electric scooter, unless the brand specifically recommends it.
We suggest that you wear a helmet and proper protective gear when riding an off-road electric scooter on rough roads in nature.

We do not recommend that you use an e-scooter if you are near or over the weight limit. Electric scooters are designed to function properly and safely up to a maximum weight, often referred to as "maximum load." Use above this weight can be dangerous and void the warranty, as well as increase wear on important components.

You can check the maximum charging information of our electric scooters from the link description.

Yes, all the scooters we sell come with a 1-year warranty.
For some consumables like scooter engine, battery or other important parts, we can only offer 6 months warranty.
If you exceed the warranty, we cannot provide any free repair service.
For more details, see our warranty policy.

i9/S9/S9pro/S9max electric scooter error code
E04 short circuit fault--Controller error
E10 Controller/Board Fault-Controller Error
E11 Motor phase A current sensor abnormal: motor error
E12 Abnormal motor phase B current sensor: battery error
E13 Abnormal motor phase C current sensor: motor error
E14 Throttle error
brake error E15
E16 Hall fault--Motor error

If the series scooters have the above error code, please replace the corresponding accessory according to the detailed problem.
For the other scooter models and you can't figure it out, please send some photos or videos to our customer service mail, our product experts will help you confirm the details and give you a proper solution.

If you need an operation video to replace the scooter accessory, please feel free to contact our mail, we will do our best to provide the one you need.
If you only need to buy one scooter accessory, please search the scooter parts keyword to find it, if you can't find it, please send some photos and tell us which parts you need, we will help you check the details.