Delivery Notice

Dear Customers,

Just so you know that not only is the port backlog spreading, but the ground shipment for UPS and FedEx is also soaring over the past few weeks. This has made an impact on our scheduled delivery, which will be delayed for a while. We’ll make an all-out effort to coordinate with the logistics companies closely to expedite the delivery asap for all of you. During this period of time especially when the global shipping costs are skyrocketing, we’ve done all we can to cover the extra costs for all of you. We plead for your understanding and patience for the inconvenience.

Kind reminders: 

  1. Package Tracking: 
    When receiving the TRK#, please use it to keep track of the delivery status and make sure that there'll be someone available to receive the package. If there's no one to sign it off or receive it, this package will be returned and during this process, there'll be a risk of package loss.  SPLACH will not take the responsibility for the package loss.  The receiver should be the one to keep track of the shippping progress and ensure that the package will be received properly. 

  2. Delivery & Sign-Off Service for U.S. Customers:

    For U.S. customers purchasing e-scooters or e-bikes
    A signature is required to confirm delivery of high-value items, helping to prevent missed or lost packages. Any person present at the delivery address may sign for the package. If you anticipate being unavailable, we recommend arranging for a trusted individual, such as a family member or concierge, to accept it on your behalf.

    Once the tracking status indicates successful delivery to the specified address, any post-delivery issues, including receipt by someone other than the purchaser, must be resolved directly with the shipping carrier. SPLACH assumes no further responsibility once the package is marked as delivered.

    We’ve encountered cases where a package was shipped to a residential address provided by the customer, marked as “delivered” by the carrier, but ultimately signed for by an unknown individual and never received by the actual customer. These situations are difficult to verify and trace once the carrier confirms delivery.

    To avoid such risks, we strongly encourage customers to actively monitor the tracking status of their shipment and, if possible, contact the shipping carrier directly to ensure accurate delivery.

    For customers in the U.S., we also offer an alternative solution: you may request to have your package shipped to a designated FedEx location for hold and pickup before the item is dispatched. This helps avoid potential issues such as the delivery driver dropping off the package at an incorrect address, or having it signed for by someone other than the intended recipient, including individuals who do not live with the recipient.

    We value your experience with us and share this policy to provide clear guidelines and minimize potential misunderstandings. Thank you for your cooperation.

    For non-U.S. customers & accessory orders
    No signature is required. Packages will be left at the front door, increasing the risk of loss. Please monitor the tracking status daily to anticipate arrival and, if necessary, contact the courier to schedule a delivery time.

  3. Unboxing and Inspection:
    Each SPLACH package is carefully packaged and photographed before shipping. When receiving the package, please check the carton and take a pic of it before unboxing or videotaping the process when unboxing. The photo of the side with the shipping label on it is especially necessary. After unboxing the item, please check the escooter/ebike and each part before assembling it. If you find any damage, please take a pic of it before doing any assembly or installation. Keep it at the original status so that we can make a record and check for you. 

  4. Return Policy Reminder:
    Please note that SPLACH does not accept returns of used or opened items. For full details, kindly review our Return & Cancellation Policy. 

    Please understand where we’re coming from. At SPLACH, we’re a passionate team of real people working hard behind the scenes every day to serve every rider as best as we can. We’ve grown steadily over the years by delivering scooters one rider at a time, without relying on big outside investments or massive budgets.

    We’re not the size of Amazon, and we don’t have the luxury of offering “no-questions-asked” return policies that only giant corporations can sustain. What we do have is a dedicated team that truly cares, along with stocked spare parts and components, so we can support you long after your scooter is in your hands.

  5. Serial Number and Carton Retention:
    Before using your e-scooter, please record the serial number located on the underside of the deck and keep a photo of it. The serial number acts as your e-scooter's "ID" and will be required for any warranty or service-related issues. Additionally, if your e-scooter is lost or stolen, having the serial number is crucial for reporting the incident and recovering the product. We recommend retaining the original carton within the warranty period in case you need to return or exchange any parts or for other future needs.

  6. Pre-Ride Checks:
    Before hitting the road, take the necessary steps such as fully charging the battery, checking the tire pressure, and ensuring that every screw on the e-scooter (including those on the handlebars, brake lines, etc.) is securely tightened. For more details, please review the Before You Ride page and the user manual.


Thank you very much for your support!

Best regards
TEAM SPLACH