SONGZO Shipping Info

We offer free shipping to the continental United States by FedEx from a California warehouse.

Orders usually ship out 1-2 business days after the order is placed and the shipping transit time usually takes 1-5 business days.

SONGZO Return Policy

SONGZO stands behind the quality of every product sold and delivered by our team, hoping that each and every customer's expectation is met and exceeded. If for any reason you are not fully satisfied with your purchase experience within 14 days, we are happy to help with a replacement or refund subject to the terms below.

Orders can be returned within 14 days upon receiving (subject to the last update of the logistics time).

To initiate a return, please send an email to support@electricrideco.com.

After approval by SONGZO, Customer Support will share the corresponding return address with you, products can be returned as long as they are in their original packaging and accompanied by all accessories and manuals. The customer is responsible for good packaging.

Please return the product and provide the tracking number and query link to SONGZO within 7 days. Otherwise, the request will be processed as expired.

Bought but not yet shipped (cancellations):

The full price of the order will be released to your account within 14 work days after we receive your refund request form.

Product is shipped out (cancellations):

Once the package is sent, it may not be intercepted. Please refuse to sign for it when the delivery person comes to deliver the package and request to return it by the same route. If the package has been signed for, please contact our support team to initiate a return. Please note that you will be responsible for the relevant shipping costs.

Pre-orders and cancellations of pre-orders:

For all pre-orders, your debit or credit card will be paid immediately. There will be no delay in payment, regardless of when the product is expected to ship. After your payment, you can refer to the previous section for the refund process.

Product was received:

Orders can be returned within 14 days upon receiving, you can request return & refund service without providing any reason and you shall be responsible for the return shipping fee. If the package has been opened then there will be a product refurbishment fee deducted from the refund.

Orders can be returned within 14 days upon receiving. If the product has a manufacturing defect or is damaged during shipping, please email support@electricrideco.com to apply for a return and refund service as soon as possible, and assist the SONGZO team to provide the necessary pictures/videos for review by the after-sales team. SONGZO will be responsible for the return shipping costs. The original purchase price will be refunded to your account within 14 working days after receiving the return package.

Used products:

For used products, please provide comprehensive photos when applying for a return. Our technical department will review and deduct the corresponding product refurbishment fees.

Return notes:

When applying for a return, please provide valid proof of purchase, such as order number, receipt, invoice, etc.
The returned product should be intact and packed in the original packaging in the same condition complete with all the attached accessories, manuals, and complimentary items. And all the labels and logos of the returned items show no signs of tampering or alteration.
Unauthorized return or cash on delivery without the seller’s consent will be rejected.

SONGZO Warranty Policy

All SONGZO scooters and bikes are covered under our 2-year limited warranty for the owner against all manufacturing defects. (All free accessories are not covered by warranty service.)

Warranty Period and Target Audience Terms

The warranty is registered automatically when the initial purchaser orders and then receives the product from our online shop and applies to the initial purchaser only.

As for warranty transfer, the escooter/ebike transferee can only benefit from the warranty when both of these conditions are met:

The 2-year package hasn't expired since the initial owner has received it;

The new owner has the initial purchaser’s name and the original order number. 

Covered Products

SONGZO will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:

Frame

SONGZO ebike frames are covered by a replacement warranty for 2 years.

This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. An authorized SONGZO service representative will determine if the frame meets the replacement standard.

SONGZO reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at SONGZO’s discretion.

Frame issues excluded from this warranty include but are not limited to:

• Corrosion
• Paint fade, scratches, and impact marks
• Impact damage
• Non-reversible modification (such as drilling or welding)
• Chain guard mounted to the frame, if applicable

Batteries

SONGZO batteries are covered by a 1-year prorated warranty.

During the first 1 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date.

After the first 1 years of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at a prorated cost will come with a new 1-year warranty based on the prorated purchase date.

No cash reimbursement will be made.

Batteries can be assessed and found defective directly by SONGZO only.

This Limited Warranty does not cover:

• Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;
• Defects or damage caused by private modification;
• Scratches, dents, and cosmetic damage, unless caused by SONGZO;
• Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
• Ordinary wear and tear;
• Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by SONGZO for the Products;
• Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
• Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
• Normal reduction in battery life over time. (Any battery will lose some life over time of using it.)

In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from following actions or situations:

• Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
• Charging with a battery charger not intended or appropriate for use with the Battery;
• Using a battery charger improperly;
• If any of the seals on the battery are broken or show evidence of tampering;
• If the Battery has been used in equipment other than the Scooter or Bike for which it is specified.

Parts & Components

Original SONGZO parts and components are covered by a 18-month limited warranty. (If more than 15 days have passed since the date of receipt of the scooter/bike, the replacement of parts within the warranty period will require shipping costs.)

This Limited Warranty does not cover:

1. Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
2. Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
3. The Warranty of Front fork, handlebar, seat post, bracket, wheel hub, crankset in 18-month after receiving the package;
4. Controller, motor, brake, throttle, controller, wiring harness in 6-month after receiving the package;
5. Button, LCD screen, headlight, taillight, turnsignal light, reflector, hardware accessories, transmission, gear lever, flywheel in 15-day after receiving the package;
6. Parts damaged during use after the corresponding period will be borne by the customer;
7. Labor charges for part replacement or changeover;
8. Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
9. Scratches, dents, and cosmetic damage not caused by SONGZO;
10. Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
11. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by SONGZO for the Products;
12. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
13. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
14. Ordinary wear and tear not resultingfrom defects in workmanship or materials. Wear and tear can be assessed by SONGZO. Parts not typically covered include but are not limited to:

• Brake pads
• Rotors
• Spokes
• Tires/tubes
• Chains
• Chain rings
• Cassettes
• Crank-set

Claims Process

1. Warranty Claims

All claims to this warranty must be made through SONGZO and emailed to info@songzo.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact SONGZO at info@songzo.com as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 2 years of initial purchase will be processed through SONGZO.

A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon receival by SONGZO of the parts that need to be replaced.

SONGZO will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

Attention: SONGZO will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by SONGZO without the after-sales team’s authorization.

2. Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact us at support@electricrideco.com and provide us with photo or video proof.

No free accessories are eligible for replacement or compensation if they are scratched during transportation.

NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.

Repair Service

For offline bicycle/scooter store repair services like Velotooler, SONGZO will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service.

What Will We Do to Solve Your Problem？

If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part（Send a video to guide you to replace new accessories). We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by SONGZO.

What Will We Not Do?

SONGZO will not replace any part without first seeing photos or video of the damaged part. We will not replace any part damaged by the user for free. For offline bicycle/scooter store repair services like Velotooler, SONGZO will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service. 

What R-E-S-P-E-C-T Means To Us

We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often times when you call/email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that often times these potential issues cause frustration and even sometimes anger, but, we will NOT tolerate rude/vulgar language towards our staff. We will offer a warning if this occurs, after that we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.

We work very hard to ensure that we offer the absolute best prices online. Most of our suppliers have a minimum advertised price policy which dealers have to follow. If you find another online store that offers a lower price than us within 30 days of your purchase date then please let us know. As long as the dealer is not breaking the minimum advertised price policy, we will refund the price difference to your original payment method.

We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within 15 days of your purchase date we will refund the difference as well.

To request your partial refund simply e-mail us a link to the same product on our website or on our competitors’ website along with your order number within 30 days from the date of your order and we will process the credit accordingly.

Our Price Match Policy has some limitations:

• You must purchase the item from our website before requesting our Price Match Policy.
• Black Friday promotions and promotions such as rebates and "buy one, get one free" offers are not eligible.
• The item must be in stock on the competitors’ website.
• The competitor must be an online store, they may not have a retail location.
• The website can not be a discounter or auction website (i.e. eBay, Overstock, etc.).
• The competitor must be an Authorized Retailer of the product in question.
• The Price Match Policy includes the item price and the shipping charges, it excludes sales tax.

If you want to check if we can price match a product before you place your order, please Contact Us.

The following brands are excluded from the Price Match Policy:

• Aostirmotor 
• Citycoco
• Drift Hero
• DWMEIGI
• EMOKO
• Exway
• Hiboy
• Idpoo
• Maxfind
• NAKTO
• NANROBOT
• Quickwheel
• Shansu
• SoverSky