Shipping Policy

Shipping Basics

How do you ship?

For shipping in the U.S., we ship all scooters and bikes every Tuesday from our central warehouse in Los Angeles, CA, via FedEx. A signature is required to receive high-value cargo in the U.S. to prevent issues like failed delivery or lost items. However, accessory packages are an exception and do not require a signature.

Do you ship internationally?

We deliver to Canada and Europe from our warehouse in Hong Kong. We also ship to most other countries, including the UK, Australia, and Hong Kong. Shipping costs will be calculated at checkout based on the destination. If you experience any issues during checkout, please contact us.

Does SPLACH ship to Hawaii?

Yes, we can ship e-scooters to Hawaii by air. Shipping costs will vary depending on your location and will be based on the actual freight fees from the logistics company. However, in certain cases, shipping to Hawaii may not be feasible due to carrier restrictions or limitations on battery transport. If you are located in Hawaii and would like to place an order, please contact us in advance to confirm shipping availability and get an accurate quote.

Is it possible to ship to remote sites in America?

We may be able to ship to certain remote regions within the U.S., but not all areas are serviceable due to logistical limitations or carrier restrictions. Shipping availability and costs will vary depending on the exact location, and such orders are typically fulfilled from our Hong Kong warehouse.
If you are located in a remote area and would like to place an order, please contact us in advance to confirm whether delivery is possible and to receive an accurate shipping quote.

How much does shipping cost and how long does it take for in-stock products?

Continental U.S.: Starting from $99, depending on the total weight of the goods. Delivery takes 3-14 business days, depending on the destination. Taxes and import fees included.
Canada: Starting from $249, depending on the total weight of the goods. Delivery takes 45–60 business days, but may take longer depending on customs clearance and port congestion. We recommend placing an order only if you are comfortable with the extended wait time. Taxes and import fees included.
EU/UK: Starting from $179, depending on the total weight of the goods. Delivery takes 45–60 business days, but may take longer depending on customs clearance and port congestion. We recommend placing an order only if you are comfortable with the extended wait time. Taxes and import fees included.
Australia: Starting from $259, depending on the total weight of the goods. Delivery takes 45–60 business days, but may take longer depending on customs clearance and port congestion. We recommend placing an order only if you are comfortable with the extended wait time. Taxes and import fees included.

Is it possible to ship to remote sites in America?

Yes, we can ship to remote U.S. regions. Additional charges may apply. These orders will typically be fulfilled from our Hong Kong warehouse.

How much does shipping cost and how long does it take for in-stock products?

Continental U.S.: Starting from $99. Delivery takes 7–14 business days. Taxes and import fees included.
Canada: Starting from $249. Delivery takes 45–60 business days. Taxes and import fees included.
EU/UK: Starting from $179. Delivery takes 45–60 business days. Taxes and import fees included.
Australia: Starting from $259. Delivery takes 45–60 business days. Taxes and import fees included.

How long will it take for my scooter to arrive?

For in-stock items, delivery within the U.S. typically ranges from 3 business days for California to up to 14 business days for East Coast destinations.

International shipping from Hong Kong generally takes 30–90 days depending on the destination. In some cases, it may take even longer due to various factors, including customs processing, local logistics delays, or other unforeseen circumstances.

Accessories and parts may ship separately from Asia via FedEx, UPS, USPS, YunExpress, or other local delivery partners, depending on the destination. These typically arrive within 10–14 days. Signature upon delivery is not available for these shipments. They will be delivered directly to your doorstep, mailbox, or designated delivery area without prior notice, which may carry a risk of loss. We recommend checking the tracking status daily to anticipate delivery and reduce the chance of misplacement.

Delivery times may vary by country and can be affected by natural disasters, geopolitical events, customs clearance, or other unforeseen delays.

Do I have to pay import taxes if I order internationally?

We ship our scooters and bikes under DDP (Delivered Duty Paid). However, there may be exceptions depending on your country's regulations. If any additional action is required, we will reach out to you directly to provide further guidance.

Delivery Responsibility, Tracking & Missed Deliveries

Shipping Responsibility

Once a package has been handed over to the shipping carrier, SPLACH assumes no further responsibility. The shipping carrier becomes fully liable for the safe and timely delivery of the package. SPLACH is not responsible for delays, damage, or loss caused by the carrier.

Tracking and Monitoring

Once the package is shipped, a tracking number will be provided via email. Customers are responsible for monitoring the delivery status and contacting the courier if issues arise. SPLACH may assist in providing tracking details, but is not liable for any delay or misdelivery caused by the carrier.

Delivery Confirmation

Customers must provide accurate and complete shipping information during checkout. If a package is returned due to incorrect or incomplete address details, or if it cannot be delivered, the customer is responsible for all additional shipping costs. If the package is lost during the return process and cannot be recovered, the customer must assume the loss.

Shipping Changes or Missed Delivery

Once your order has been processed, you will receive a confirmation email with shipment tracking information. SPLACH is not responsible for lost, held, or damaged packages by the courier.

If a recipient has any special requests like changing shipping address or delivery instructions, please contact the courier to arrange, and also notify us. Changes to the shipping address after the shipping label has been created may incur additional charges and the buyer must pay the fee. If any problem arises afterward (like package loss), the buyer has to take responsibility.

Lost or Stolen Packages

SPLACH is not liable for packages that are marked as “delivered” by the shipping carrier but are reported missing or stolen. Customers must file a claim directly with the shipping carrier in such cases.

We’ve also 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.

Signature Requirements

For U.S. customers purchasing e-scooters or e-bikes: A signature is required upon delivery. If there is no eligible recipient present, the package may be returned to a FedEx depot or to our warehouse. Reshipping costs must be covered by the customer.
For non-U.S. customers: Signature is not required. Packages will be left at the front door or any accessible area at the delivery address. Please monitor tracking closely and contact the courier proactively to schedule a delivery time. If delivery is photo-documented but the package is lost or stolen, customers must contact the courier directly.
For accessories: No signature is required. Packages will be left at the front door or any accessible area at the delivery address. Please monitor tracking closely and contact the courier proactively to schedule a delivery time. If delivery is photo-documented but the package is lost or stolen, customers must contact the courier directly.