WHY HAVEN'T I RECEIVED MY ORDER?
We try our best to maintain stock levels for parts based on demand, but sometimes there is a run on that item or items and it creates a brief backorder situation while we catch up with demand. Usually the delay is at worst little more than a week. 90+% of all orders will reach our customers within a few days after they place their orders!
If we list an item as DELAYED TO STOCK on our AVAILABILITY PAGE and it is expected soon then we may allow you to order the item (the Shopping Cart link is active), but we cannot guarantee the date we have been told it will arrive as posted. We prefer that you wait for the item to be shown as in stock and available so it is NOT listed out of stock. Orders are shipped as soon as inventory has been received, but full refunds are available from us for 45 days through Paypal. After 45 days Paypal will charge a nonrefundable fee and any refund request will be slightly less as refunded through Paypal to a valid email address. After 90 days if the part is still unavailable or becomes no longer obtainable then a customer In House store credit, less the previously deducted Paypal Fee, can be used by the customer to help purchase any other available product(s) listed for sale. No refunds are issued after 90 days. Sometimes a part may still eventually return to stock and in that case automatically be shipped to fill the back order.
HOW CAN I BE SURE I AM ORDERING THE RIGHT PARTS?
Compare your parts needs and numbers with information we provide with the part listing, if possible.
Email us for more information if you are still in doubt. Use information we provide on the parts page to help you verify the size. For example, we offer information to help you check the size of your drive belt - SEE INSTRUCTIONS ON HOW TO MEASURE YOUR BELT and BELT CHART along with other references to scooters and the common belts used. Many of the parts we stock on our website are common parts to many electric and gass scooters.
If you are trying to upgrade or replace parts on your scooter that is not a Razor, X-treme, Vapor or Rad2Go model, then you can find some information at Scooter Upgrades - A Parts Alternative. You may find some suggestions or information that will enlighten you as to the possibilities of using our parts. And always check our HOME PAGE for links to Scooters and Scooter Models as well as parts sections of our website.
We are more than willing to help you find the correct part before you order. We would prefer you not order if you are unsure or unable to determine the correctness of a part, or you are not willing to accept the risk of ordering without knowing that you will be able to use a part for your need. Many parts are not returnable (see our Order Policies - Terms of Sale and How To Place An Order for more details). The reasons are many, but primarily we must avoid the extra time involved, cost for that time and shipping fees, and the use of parts for troubleshooting purposes by those who would return parts which did not remedy a problem. We want to avoid that which would add to the cost of new parts in our inventory (raising our prices), and eliminate the return of parts for restocking to be resold as new when that fact may be in doubt or determinable. We find that working with customers before they purchase achieves excellent results instead. We do test and inspect our own warehoused parts prior to shipment. Our parts are the highest quality we can find, unlike untested parts sold cheaper by some competitors.
CAN I RECEIVE FASTER SHIPPING?
It is possible your order can be sent faster in some situations but you will need to
Email first stating your needs so we can determine the cost and feasibility. Most shipments reach USA customers in one to 3 days which may be the fastest method. We cannot upgrade to faster shipping once you have placed your order. We will return email you with options available in Shopping Cart Buttons (ADD TO CART) that reflect the item(s) with the shipping speed (2nd Day is available) you requested. Note that we receive feedback from our customers that they are receiving their orders very quickly, in most cases to all parts of the contiguous 48 states in the USA in 1-3 days (depending on the weight), averaging 2-3 days transit time. Over 75% of our packages are shipped by USPS. The remainder by UPS. If your item weighs 1-5 pounds then you will receive your delivery in 2 or 3 days by Priority Mail, which is most of our volume of orders! We are acknowledged as the fastest shipper of all Scooter Parts Suppliers!
CAN I HAVE MY ORDER SHIPPED TO ANOTHER ADDRESS?
We must ship to the paypal (the credit card processor) confirmed shipping address in your order. This is generally the billing address of your credit card or address you provided for your paypal account (if you have already set one up) and we are required to ship to that address only to prevent fradulent credit card use. For us to ship to another address you must change the information on your paypal account or you can easily add another ship to address confirmed by the credit card. For us to ship to another address would be contrary to our Paypal's Seller Protection policy and expose us to liability. The only way we can ship to another address other than the confirmed paypal address on your account is if you remit a cash transfer as explained at How To Place An Order.
In some cases you may be able to contact the delivery carrier to arrange an alternate shipping address once a package is in transit, following their instruction. After you receive a notice of delivery then call the carrier (UPS, FEDEX, etc.) to arrange for a new delivery attempt. They can deliver to an alternate address or allow you to pick up your package after you provide them the information they require. USPS will deliver to another address if you notify them to Forward your mail to another new address.
CAN I PLACE AN ORDER IF I AM NOT IN THE CONTIGUOUS USA?
Yes, we ship to all destinations world-wide. But please be aware that our online catalog does not reflect the items with shipping to destinations other than in the USA states (parts ship to all 50 states, scooters include shipping to the 48 lower states only), and therefore you will need to pay additional shipping as explained at How To Place An Order. Scooters are not shipped outside the USA except as specifically noted for some models to Canada only at additional shipping cost.
WHY DOESN'T THE ADD TO CART BUTTON WORK?
If an item is not currently available the ADD TO CART button may be temporarily deactivated until we can begin shipping again. There should be a notation as to when to expect the item to be available for purchase on the AVAILABILITY PAGE. If a part is not listed as unavailable and the shopping cart button does not work, or does not work properly in any way, please
Email us to correct the problem.
WHEN I ADD AN ITEM TO THE SHOPPING CART THE PRICE IS DIFFERENT THAN LISTED?
Note that the Shopping Cart item description now indicates that Shipping has been included in the price of the item you added. We must collect shipping this allows you to immediately see a close approximate cost of the item and order except for tax (which is only added for residents of some states like Washington and Iowa) and handling. Please disregard a message in the grey area of the Shopping Cart box that says Shipping, Handling, and Tax will be added at checkout. The approximate Shipping is already now included in the price of each item in the Shopping Cart. The final fee added, called a Handling Fee, is an adjustment to the necessary shipping and other fees and is generally a small amount.
DO YOU TAKE ORDERS OVER THE PHONE?
No, we do not have the ability to take your order over the phone any longer. Paypal processes credit cards effectively for us using our Shopping Cart system. This not only reduces fraud whereby someone can use your credit card number without your permission, it also saves us time and money for more comprehensive credit processing than we have ever been offerred before in our many years of business since beginning in 1988.
WHY AM I HAVING PROBLEMS WITH PAYPAL?
It seems that a small number of people have trouble processing through Paypal. It usually indicates a problem with a credit card, card address information, or some verification process with billing. You should call the issuing credit card company or bank to overcome a problem usually. However, you can call Paypal's Customer Service Center at 1 888 221-1161 or online at http://www.paypal.com.
I'M NOT SURE MY ORDER WAS PLACED THROUGH PAYPAL?
Did we receive your order? We have had some customers ask this and indeed no order was actually placed. You should receive a confirmation and transaction number as soon as the order placement concludes by email and as a final page notification. You can also go to your Paypal account you created at the end of the order processing (which you can do, or not do) or already have established in the past to see if you have a new transaction with us (ECOLECO ESCO). You also will have a transaction number for each order that is Paypal's assigned payment number, not an Order Number. If you actually didn't think an order was placed and you tried again then we may have two orders, in which case we will email you to verify that you wanted two orders. If not, then we will cancel and refund one of the order amounts and process the one order you wanted. If you still have doubts about your order placement then call Paypal's Customer Service Center at 1 888 221-1161 after you have emailed us first, then we will check our records. Most orders are confirmed by us with an email showing the order is shipping and with a subject line - ORDER SHIPPING or SCOOTER ORDER SHIPPING. You will see the order details and tracking number very quickly with all our own warehoused parts. If the order is for an X-treme or Razor OEM part (Original Equipment Manufactured part) then we will acknowledge the receipt of the OEM part order with the subject line - OEM PART ORDER RECEIVED with a Pending order number.
CAN I PAY THROUGH PAYPAL OTHER THAN USING A CREDIT CARD?
Yes. Paypal allows you to establish an account whereby you can pay using an Echeck (money transferred from your bank account to cover a money transfer) or directly from your account by money transferred from your bank account. It does take longer for bank transfers (3-4 days) than by using a credit card which is virtually immediate. If you already have a Paypal account with funds in your account then the payment is immediate. YOU MAY ALSO USE Visa or Mastercard DEBIT CARDS for payment!
CAN I SEND A MONEY ORDER IN THE MAIL?
Yes. Go to our HOW TO ORDER page and the Money Order section of the page to get the details. Essentially you need to send a copy of what you want to order by printing our Shopping Cart page that has all your items with included shipping. Write your name and address on the sheet. Attach a money order type check from a bank, post office, or convience store that is properly made payable to FOWLER on the pay line (we cannot accept money orders made payable to anything other than FOWLER or they will be returned). Also, if you are outside the contiguous 48 USA states then you need to
Email us for the total amount to send even though most order are the same total. See the details on the How To Order page. In the rare event that some item you have ordered becomes unavailable then a refund will be issued through Paypal's Send Money option to your provided email address. You can have Paypal send you a check for that amount after they contact you with the refund information.
WHY CAN'T I REACH YOU BY PHONE AT TIMES?
Our warehouse phone is not manned at all times during business hours. We list other phone numbers to try on our HOME PAGE.
Email is still the best way to communicate with us and you can usually get a quick response even in the evenings.
DO YOU SERVICE SCOOTERS AT YOUR FACILITY?
No, we have not found an economical way to provide scooter service to those in other parts of the country. The shipping expense is a barrier.
CAN I STOP BY AND PICK UP PARTS OR A SCOOTER?
No. All our order processing is done on our Web Site. We have no employees consistently at our warehouse to attend to walk-in customers or the ability to process sales for walk-in customers. The warehouse is only attended when packaging orders received via our Shopping Cart system or via mail order. Electric scooters are shipped directly from our distribution center with free shipping to all 48 lower states.
WHY DO YOU HAVE SO MANY PARTS WHEN OTHERS HAVE SO LITTLE OR NOTHING?
We preorder to anticipate our needs. Even so, it is difficult at times to obtain everything our customers need. Occasionally there are some delays. We utilize our AVAILABILITY PAGE to help customers see what has been delayed to inventory before they decide to place an order. If an item is not currently available we show the status and expected arrival date, if known. Updates are posted as available.
WHAT OTHER ECOMMERCE INFORMATION SHOULD I BE AWARE OF?
Every ecommerce site and retailer has it's own sales policies. Even Target and other retailers change their sales policies on occasion and you should always be aware of sales policies before you purchase anything from anyone. For example, Target no longer accepts returns locally without a receipt and personal identification that you are the purchaser. Web sites have different sales policies, also. Read our Terms of Sale and Order Policies. This information also covers any available warranty on our parts and scooters.
WHAT IS THE BEST ORDER INFORMATION YOU CAN RELATE TO A BUYER?
Make sure you are ordering the correct item. If you are unsure of your needs, contact us for help by email. We can assist you and prevent you from ordering items you do not need. We know there are many brands of electric scooters sold that have no support or parts available for them. It is a poor brand of scooter that has no parts support and no manufacturer warranty. However, many of our parts will work to replace belts, tires, innertubes, motors, throttles, brake levers, etc., and we can help you find a suitable replacement part. If you follow our advice and directions you should be able to take measurements to confirm that we have a part that is a match for your needs. Ultimately the decision will be up to you to purchase a part, however, and we will provide as much information to assist you in that decision as possible. Never order a part on the assumption that it might work for your scooter! And, if we think you may be in error according to what you order we may even email you to ask some questions about your order to be sure you are ordering the correct part. If you do not respond then we must ship your order within 48 hours of receipt. Remember, we are trying to prevent extra work and problems for both you and us, and most parts are not returnable.
IS IT POSSIBLE YOU CAN ORDER SOMETHING YOU DO NOT LIST ON YOUR WEBSITE?
Yes. We have a wide range of suppliers that often can supply parts for a particular need. We stock common parts that our customers have requested repeatedly. But, there are many uncommon parts available that are more rarely requested. We don't stock these items because the cost is higher and the request for them is very seldom. They possibly may be special ordered. Some of these parts may not be available, yet, but are expected soon. Keep checking back in those cases.
WHAT IS AN OEM PART?
OEM stands for Original Equipment Manufactured parts. These are the parts used to assemble the brand and model scooters for X-treme and Razor that we sell. We keep some of the more common of these parts for some models in our own warehouse, but most of the thousands and thousands of parts are stocked in other warehouses and points of distribution. We have pages on this site, indexed for X-treme Models and for Razor Models. X-treme OEM parts are shipped primarily from a central X-treme Scooter parts warehouse and processed differently than our own parts. We do not have inventory information so that these parts are not part of our Availability Page status updates. There are too many parts to keep up with all of them. When you order an X-treme OEM part from one of these model parts pages then we respond with an email to let you know the OEM PARTS ORDER HAS BEEN RECEIVED. A pending order number is assigned. If the part ships you will receive carrier tracking information by follow up email in the next days. If the part is currently unavailable then you receive an email giving you options for the particular part and the ability to cancel the order for a refund, if desired, within the next 45 days for a full refund. As stock is received for back orders, then shipments occur automatically no matter how long it may require for receipt. As some models of scooters are no longer produced there will no longer be OEM parts available. More information may be available on the parts page you used for an order, or on the Availability Page for some Razor OEM parts. Razor OEM parts are not inventoried either and subject to availability under the same terms as our own warehoused parts, but we do not list Razor OEM parts status on our Availability Page if currently out of stock.
NAVIGATING OUR WEBSITE?
The best place to start, and where we always begin to find information and parts, is the HOME PAGE. From there you can go to any page, any area, and find any information, part, or scooter for sale on our website. The INDEX BOX is on virtually each page of our website and contains primary links to areas of our site which with a mouse over menu that appears above will further provide links to those specific areas. Below the index box down the left column are major parts and parts area links with part pictures that further identify the links. The top right colum on the Home Page provides links to the X-treme Scooter types and models we sell. Phone numbers are listed next along with OEM Parts links for several brands of scooter to quick link you fast. A help topic section is provided. And further down the right column are Razor and X-treme Scooter model parts page links, etc. THERE IS SOME DUPLICATION OF EFFORT that is provided intentionally to guide customers in different ways to their desired goals, but we think the Home Page is the easiest, fastest way to find what you are looking for. We do not mind that you
Email us for help if you get stuck.
WHY SOME PARTS CANNOT BE RETURNED FOR EXCHANGE?
The reason almost all vendors of electronic parts will not allow returns is because a customer can so easily and unknowingly induce a fault that makes the part unusable and worthless. When scooters were first sold in mass in 2000 many people ordered parts on a hunch it would fix their problem. This troubleshooting technique led to many returns when order policies then permitted. Often the part would return, be tested and be good, but sometimes the real problem also caused the new part to be corrupted. Sometimes these defects were hidden or undetected and the part was resold, causing additional problems for the new customer. So wisdom finally prevailed and vendors found it unacceptable to allow electronic part returns, especially in light of the fact that so many untrained customers were buying the parts on a hunch without actually troubleshooting the problem.
Our own solution was to add an extra layer of confidence in the parts customers purchased from our websites by testing and inspecting every item we sell from our own warehouse. This insures that the parts would be received in working condition, making our customers happy. The exception, of course, is that some customers, even with all our efforts to be up front about our terms of sale, still buy parts to troubleshoot problems (install to see if it fixes the problem) or buy parts without contacting us about what they really want or need. So they buy a part they don't need, or in some cases buy the wrong part. Those electronic part purchases then become the customer's stock of spare parts for possible future need since it cannot be returned.
The good news is that most of what we sell are not electronic parts. Many of those non-electronic parts can be exchanged for the correct part very simply by just ordering the correct part and indicating in the process (usually indicated as Message To Seller in the check out) that you previously screwed up and ordered the wrong item. Follow the directions provided in our Order Policies for Wrong Part and your new parts order will be shipped immediately while we await the return of your previously ordered part for testing/inspection and return to inventory followed by a credit back to you through Paypal.
HOW DO I MAKE AN INTERNATIONAL ORDER
We provide information at HOW TO PLACE AN ORDER that covers International Orders. Scooters cannot be shipped Internationally unless indicated in the body of the Scooter description for Canada only at additional shipping cost. Our warehoused scooter parts can be ordered using the shopping cart system, but the USA ONLY shipping fee included is used for international handling of the order and the actually Shipping Fee is billed separately once the order is placed and the packaging is determined. We only use USPS Priority Mail Flat Rate shipping boxes with fees as indicated on the USPS.COM website and also indicated on the HOW TO ORDER page. Once you have paid the International Shipping fee we bill through Paypal we can finish processing your order. If you decide the shipping is too much or for any reason decide not to continue the order you can simply cancel the shipping fee request and the order will be cancelled and the order payment refunded back through Paypal, the processor of the payment. There is still some risk for all International orders that the buyer must assume, and the Small Flat Rate boxes cannot be insured and any loss is assumed by the customer without recourse. But Priority Mail is the best value, especially if you are ordering heavier items or many items of value. Be sure to read about the handling of OEM parts orders when ordering an X-treme original equipment part listed on one of the model's parts pages.
Also, a language translator link is provided on the HOW TO ORDER page to help foreign customers understand the order procedure and risks involved. Please be sure to read all the revelant details before ordering, and email to ask questions if necessary.
CAN I MAKE A DONATION TO HELP YOU EXPAND AND CONTINUE SUPPORT OF ELECTRIC AND GAS SCOOTERS?
Yes. We use a large portion of our profits to expand our inventory. As you know we test each of our inventoried component parts sold, often find some of what we test is not worth selling due to low quality or faulty workmanship. We only sell the best components and scooters available. We spend a large amount on test equipment and testing and evaluation of the parts and scooters we plan to sell. Your donations help us to keep the resale prices we charge down for our customers while keeping the quality high. If you wish to donate, please use the Donate Button below. Thank you!
