Shipping & Order Processing Information

General Shipping and Processing Information

We will ship your order FREE via UPS, FedEx, DHL, or Independent Trucking Company using ground services to the lower 48 states. The carrier choice is at our discretion. Shipping is free if we are shipping ground only to the lower 48 states. AK & HI must be shipped by AIR and those costs are additional and not included under our free shipping. AK & HI must contact us for a shipping quote. We cannot ship these products to APO's or PO Boxes. We do not ship outside of the US at this time. We do not offer COD.

If you need express shipping, please contact us at (319) 731-0290 M-F 9am-5pm for a shipping quote. Larger items that are trucked cannot be express shipped.

A $3.50 handling fee will be added to your order during checkout. This is a per order fee (not per item).

We understand that sometimes you need the delivery to occur somewhere else besides your billing address. While we will ship to most addresses that you provide, we do need a correct billing address for the credit card you use.

There are two address sections in checkout. The first one for the shipping address and the second is for the billing address. We use the address verification system (AVS) to verify billing addresses. In the event of a billing address mismatch, your order will be delayed while we contact you for the correct billing address. Failure in being able to provide a correct billing address will result in your order being cancelled.

All products ship to you directly from the manufacturers. This is why we are able to sell at the low prices that you see here.

Orders are shipped out in the order they are received. Most orders take 3-5 business days to ship out. Shipping time will be an additional 3-7 business days depending on your location. Trucking companies will call before delivery so please enter a daytime contact number when you checkout.

How Your Order is Processed (3 Steps)

• Order is placed either online or via telephone. Charge is processed at this time. Orders are imported into our office systems nightly Sunday -Thursday at midnight CST. Time for this step is 1 business day.

• Order is forwarded to prospective manufacturer for processing (barring any delays for incorrect billing address). Orders are processed by the manufacturers in the order they are received. They select product, package and label product, and contact shipping company for pickup. Total time for this step to pick-up by shipping company normally takes 2-5 business days.

• Shipping company ships to terminal closest to you. They then call you to arrange a time for delivery. Time for arrival to nearest terminal is normally 3-7 business days. Delivery to your door and liftgate service is provided at no additional charge for Roketa, Bravo, BMS, Seaseng, Lance and Coolster products. If ordering an X-Treme product that is shipped using an independent trucking company, please read the note below.

X-Treme products shipped by independent trucking company will need to be picked up at nearest trucking company terminal unless you select the "To Your Door" option when you place your order. This only applies to X-Treme products that state they are shipped by trucking company in the product description. This does not apply to X-Treme products shipped with DHL or FedEx.

Order Status Definitions

When checking your order status online you will see one of the following assigned to your order

• New Order - Order has been accepted but not imported into our office systems. Not yet sent to manufacturer.

• In Progress - Order has been imported and has been sent to manufacturer for processing and shipping

• Order Complete - Order has been confirmed as shipped by the manufacturer

• Pending - There is a delay in the order. Most of the time this is due to an incorrect billing address. We are trying to contact you. If you have not yet heard from us, please call us at 319-731-0290

• Not Finalized - Order has NOT been accepted. This is usually due to a decline of the credit card used. Most times this has been due to daily limits on the particular card. Please call us for assistance.

• On Backorder - While we do attempt to keep the website current, there are times where we will unexpectedly run out of a particular item or color. If this occurs, we will contact you and give you other options. Options can be wait for next shipment, select another item, select another color or cancel the order.

Delivery Inspection

ALWAYS inspect your delivery immediately. If it is a gift to be given at a later date, open the package and inspect the parts. On rare occasions an item will receive some shipping damage. This is easily handled if you follow the instruction below:

Delivery by Common Carrier

If your item is delivered by common carrier, thoroughly inspect the product for any shipping damage. If any damage is found, DO NOT refuse the delivery. Any body parts damaged are easily replaced.

Have the driver make a note of the damage on the bill of lading and then accept the delivery. This is necessary for us to be able to file a partial damage claim on the damaged piece. If the driver leaves without noting damage on the bill of lading, no damage claim can be filed and we will not replace any parts free of charge. There are no exceptions.

Then simply take digital photos of any damage to be claimed and email the images to damage@nationalonlinescooters.com.

The driver is on a schedule and may try to rush you. Do not allow the truck drivers to rush you in your inspection. If you sign the delivery receipt without noting any damage on the bill of lading, then you have accepted the item as undamaged and no damage claim can be filed. You will then need to pay for any replacement parts.

Delivery by UPS, FedEx, DHL or USPS

If your item is delivered using FedEx, DHL, UPS or USPS then they may simply leave the package without giving you a chance to inspect it. Simply let us know about any damage from these carriers. A claim can still be processed with these particular carriers if we have images of the damaged part(s).

Simply take digital photos of any damage to be claimed and email the images to damage@nationalonlinescooters.com.

***Any damage must be reported to us immediately. Please allow us time to process and ship any replacement parts.