MORAIX X3 Electric Scooter

MORAIX Shipping Policy

Shipping Locations
We currently ship to EU addresses only. Non-EU addresses cannot be serviced.

Shipping & Delivery
All MORAIX scooters and accessories are shipped via ground delivery due to battery restrictions.

Note: Free shipping may not apply to certain promotional items or special campaigns.

Accessories Shipping
Accessories ship for free. Delivery typically takes 4–21 business days. Items such as helmets, seats, or other gear may ship separately from different warehouses if purchased with scooters.

Order Processing & Delays
We aim to ship in-stock items within 1 business day. Delays may occur due to:

• Weather or natural events

• High-volume periods

• Split shipments for multiple items

We strive to process orders as quickly as possible.

Damaged Items in Transit
If your order arrives damaged:

1. Email moraixonline@gmail.com within 3 business days

2. Include clear photos or video of the damage

3. Retain the original packaging for carrier claims

Order Tracking
After placing an order, you will receive:

• Order Confirmation Email

• Shipping Confirmation Email (includes order number, carrier, and tracking number)

Track your package directly on DPD or DHL websites.

FAQs

1. Can I change my shipping address?
   Yes, contact us before your order ships. We cannot be responsible for losses if the package has already shipped.

2. How do I receive my tracking number?
   You’ll receive a tracking number via email once the order ships. It may take 1–2 days for activation on the carrier’s website.

3. Holiday Shipping Delays
   Delivery may be affected during public holidays. Normal service resumes immediately after each holiday.

4. What if I don’t receive my order?
   If your order hasn’t arrived within the estimated time, or was marked delivered but not received, email moraixonline@gmail.com within 3 business days. We will help verify the shipment and assist with claims if necessary.

For any product you purchase, you do not need to bear any fees if you cancel the order before Shipped. If you need to cancel, please contact us and we will refund the money to your account within two working days.

🛴Electric Scooter Return Policy:

1. Return Conditions

1.1. Proof of Purchase: Customers need to provide a valid proof of purchase (invoice or order confirmation email) for return.
1.2. Return Period: Electric scooters must be returned within 14 days of purchase. Return applications beyond the deadline will not be accepted.
1.3. Product Status: The returned electric scooters must be in original condition, not obviously used, and all original accessories, packaging and instructions must be intact.
1.4. Quality Issues: If our products cannot be used normally due to quality or transportation problems, you can choose to return or repair them free of charge.

2. Situations where returns are not allowed

2.1. Traces of use: The product has obvious traces of use or damage, which affects secondary sales.
2.2. Missing accessories: The returned product lacks original accessories, instructions, packaging, etc.
2.3. Customized products: Any products customized according to customer needs are not accepted for return.
2.4. Man-made damage: Products damaged due to improper use by customers are not accepted for return.

3. Return process

3.1. Apply for return: Customers need to apply for return through the official website, customer service hotline or email, and provide proof of purchase and reason for return.
3.2. Review: Customer service will review the return application within 2 working days and notify the customer of the review result of the return application by email or phone.
3.3. Return shipping: For returns without quality issues, the shipping cost shall be borne by the customer. For returns with quality issues, the shipping cost shall be borne by the company.
3.4. Return delivery: After the review is passed, the customer needs to send the electric scooter together with all accessories to the designated address and provide the express delivery number.

4. Quality problem handling

4.1. During the warranty period: If the electric scooter has non-man-made quality problems during the warranty period, we will provide you with free repair services. For more information, please refer to our warranty policy.
4.2. Out of warranty period: If problems occur outside the warranty period, the customer shall bear the repair costs.

Parts Return Policy:

We do not support the return of parts (accessories). If the accessories sent are incomplete, damaged, or not delivered, please contact customer service as soon as possible and we will arrange to send a new package. If there is a problem with the accessories (motor, controller, etc.) within seven days of the arrival of the parts, we support the re-sending of new accessories.
If you have other questions about this, please contact us.