Payment & Orders

What Payment Methods Do You Accept?

Currently, we are able to securely process payments from American Express, Visa, MasterCard, PayPal, Google Pay and Apple Pay thanks to secure payment processing from Stripe.

where is my order?

Enter your order number and the email used when you placed your order to view order status, tracking information, and more.

Click here.

If there is no tracking information for a few days after the shipment is made, please contact us for an update.

I ordered two items, why I have received only one?

Because the shipment weight is overweight, we usually ship them separately. So both reach at different days and times. Please don’t panic and just keep tracking the item in your orders window or your email. If you still cannot find it, please contact us.

How do I change or cancel my order?

How do I change or cancel my order? Please contact us before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out. And if you need and confirm to cancel the order before ship, 5% of the order total amount will be deducted as a processing fee.
If you want to cancel an order that has already been shipped out, please contact us when you receive the package, then we will create a return label for you to return. And we will charge a $ 150 shipping charge per item and issue a refund after the package is returned to us.

My code is not work

If you got a code from YouTube or another website, the discount code has a validity period, usually one month. Unfortunately, you can only buy the product at the original price

Why does the coupon code doesn't work?

If your coupon code does not work, it is most likely to be out of date. Kindly please use the coupon within the period of time for its use.

Shipping

Can I change the delivery address after the package is sent?

Please contact customer service if you want to change the address. We will try to help you with that. Customers need to pay an extra $20 per item for changing their address.

Do You Ship to Alaska and Hawaii?

No, currently, we are only capable of shipping to the Mainland United States (lower 48 states).

How long should it take for my LEXGO E-scooter to arrive?

In-stock orders typically ship within 1-3 business days, unless otherwise noted on the product page. Please allow 2~8 business days for your shipment to arrive at your address. For pre-orders, please refer to the shipping date on the product page. A shipping confirmation email will be sent to your email once the order has shipped.

Do you provide expedited shipping or delivery?

Currently, we are only able to offer standard shipping services to our United States customers. If you are in need of any order or delivery adjustments, please contact: support@lexgogogo.com

I need to make changes to my delivery. Who do I contact?

If you need to make changes to your delivery, please contact: support@lexgogogo.com

Why does it show my package has been delivered while it hasn't?

Packages might be delivered to your front door or signed by your neighbors. We suggest you check with your neighbors first. Or you can check with the shipping company with your tracking number. If possible, please check and provide us with your surveillance video which may help us solve the problems.

What if my package was lost during the shipment?

We will contact FedEx and ask them for a reply, while you can also submit a dispute to FedEx or Amazon with your tracking number. If the package is lost, we will send a new one for you.

What if the package is broken/the item scratches when arrived?

Due to FedEx's failure to deliver the bike as required during transportation, parts of the wear and scratch may cause by the parts crashing together, although we have packed all the parts to prevent these situations as much as we can. Please send us the related pictures or videos which would help us check the condition and solve the problems.

Return & Refund

Can I return my package if I just opened the package?

Yes, but for unworn, unopened package, unused, and the E-scooter must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $200/pc when we are making a refund for non-defective products/No-longer needed Products

Can I return my scooter if I don’t like/want it?

Yes, but only can get a refund within 15 days: unworn, Unopened package, unused, and the scooter must have less than ten (10) miles on the odometer. we will deduct the shipping fee of $150/pc when we are making a refund for non-defective products/No-longer needed Products

How can I return items?

To start a return, you can contact us at support@lexgogogo.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. LEXGO is not responsible for the shipping cost of the package returned by the customers themselves.

What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund. If you have chosen the refund to your credit card, the whole process may need 7-14 business days as your card bank needs to process the refund to you.
Please understand that we need to refund your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed.

Warranty

Warranty Period

Our optional manufacturer’s warranty is limited to 1 year for electrical and mechanical components from the date of purchase of the e-scooter. It is limited to the first purchaser and subject to the prior registration of your LEXGO e-scooters on www.lexgogogo.com. The warranty starts once the first purchaser has received their order.

If something goes wrong with my scooter, what can I do? 

Please do not worry, for any scooter issues, just contact us by reaching out to the support, we will help you fix the problem and ship the replacement parts to you, the after-sales department will follow up until your case has been taken care of it.

Do I need to register my E-scooter for warranty purposes?

No need to register, for any scooter issues, just send an email with a video or some photos showing the malfunctioning part/component are required by the one-year warranty as there may be a simple fix to the problem. If any replacement parts are needed, our support team will look into it based on the photo/video you provided, and get back to you with an optimal solution in 24 hrs.

Basic troubleshooting

When powered on the motor does not respond

Possible causes:

1. Loose wiring
2. Loose or damaged throttle
3. Loose or damaged motor plug wire
4. Damaged motor
Please reconnect the motor plug wire, if the problem is not resolved, feel free to contact us: support@lexgogogo.com

Reduced range

Possible causes:

1. Low tire pressure
2. Low or faulty battery
3. Driving with too many hills, headwind, braking, and/or excessive load
4. Battery discharged for long period of time without regular charges, aged or damaged
5. Brakes rubbing

Most common solutions:

1. Adjust tire pressure
2. Check connections or charge battery
3. Assist with pedals or adjust route
4. Replace the battery
5. Check the brakes

Battery troubleshooting

How to charge my LEXGO scooter?

1. Take the battery pack off using the key switch.

2. Remove the rubber cover on the charging socket on the opposite side of the battery switch.

3. With the battery on or off the bike, place the charger in a flat, secure place, and connect the DC output plug from the charger (round barrel connector) to the charging port on the side of the battery pack.

4. Then connect the input plug (110/220-volt plug) to the power outlet, charging should initiate and will be indicated by the LED charge status light on the charger turning red.

5. After the charging indicator light turning green, unplug the charger from the outlet first and proceed to remove the charger output plug from the bike charging port.

Always charge your battery in temperature between 10 and 26 degrees Celsius and ensure the battery and charger are not damaged before initiating charge. If you notice anything unusual while charging, please discontinue charging and using the bike and contact LEXGO scooter for help.

My battery seems to discharge way too soon, I only ride it one hour.

We're sorry that your battery is having some trouble! Before we look further into the matter, please do some checking to confirm the problem.

1. how long have you charged this battery? （ It should be at least 5-7 hours.）

2. Was there a fan sound inside the charger when you charged it?

3. Please take a photo of the charger light and the battery lights when they are charging.

4. Use a voltmeter to TEST the battery voltage and take a photo.

Please contact our support team with pics, we will check and help you quickly!

Battery sparking

Please do not worry, the sparking from the battery is normal. As long as the sparks aren't massive, don't come with smoke, and it only sparks when connections are made, there's nothing to worry about.

Motor

Irregular noises

Irregular noises from the motor can be caused by a variety of scenarios, whether something is going on internally inside the motor or the issue is purely external. If your scooter's motor is making unusual noises, the first step we recommend is checking the motor cable and the 10-core cable first, whether if there is any arced to cause this intermittent buzz reaction.

Motor shut off or make noise when rider climbs at low speed or when he starts with throttle on a slope

Please do not worry, it's a normal situation and the motor is not defective. On a slope, low speed or slow start might sometimes lead to the shut-off, which is actually protection designed to maintain the motor in great function. To avoid this, you can increase the speed when climibing and pedal a little when starting on a slope.