Please submit any warranty claims or technical support request at this website: http://support.x-tremescooters.com/ simply click on submit a ticket, and then click on the circle that says customer care or technical support, click next, then input all of your information, fill out the subject line, and below that section write an explanation of the issue or warranty claim. Order# not required but that field needs to be filled out, simply write I don't Know it, Your order will be tracked by your name, address, and phone number on file, also be sure to attach any pictures of the issue, damage, or defect by clicking on the attach pictures button, for each individual picture click the add file again, then click on submit. Once the warehouse receives and reviews your claim, someone will get back to you.

If you need to speak directly to someone at X-treme there is a live chat button on the bottom left corner of that website, or you can simply call the warehouse directly at: 1-253-777-0690. The X-treme warehouse hours of operation are from Mon-Thurs 9-5 PM Washington State time zone. ("ALL") warranty claims, Order Issues, returns, and technical support must go through this process. 

 Warranty

12 Month (ONE YEAR) Warranty & Lifetime Frame Warranty (Effective June 1st, 2018)

X-Treme offers a standard (One Year limited warranty) against manufacturer defect and workmanship on all X-treme electric bicycles, and their components that are purchased directly from X-Treme or an authorized dealer. The warranty only covers defective parts. Any parts that are defective will be mailed to you. We do "NOT" cover any additional and or labor charges they may be required for you to assemble/install any replacement part that are shipped out to you. Original purchase receipt is required to establish proof of purchase and to establish the warranty start date.

Your warranty will be void if any modifications are made to the original design of the bike. X-Treme will NOT offer a warranty on any products purchased from second hand sellers, non-authorized Dealers, products that are purchased used or products that are purchased via outlet centers. X-Treme will, however, offer free lifetime technical support access on these products & if parts are needed those parts may be purchased direct from X-Treme.  

Your warranty begins the day your X-treme electric bicycle is delivered to you. This warranty covers manufacturer defects and defaults only. We do not cover misuse or broken parts caused by the user or by any other event. We will pay for standard shipping service costs on the first & second warranty shipment only. Any additional warranty parts that are needed will require the customer to pay all shipping costs.  

All replacement parts are warrantied until the end of the original manufacturer’s warranty period. If you receive your replacement part within the last month of the warranty, your replacement part will be warrantied for 30 Days from delivery of the replacement part.

SCOOTER WARRANTY

X-Treme offers a 30-Day limited warranty against manufacturer's defect and workmanship on the City Rider and its components that is purchased from direct from X-Treme or an authorized dealer. Original purchase receipt required to establish proof of purchase and establish warranty start date.

X-Treme offers a ONE-Year limited warranty (Effective June 1st, 2018) against manufacturer's defect and workmanship on the XG-575-DS Signature Series and its components that is purchased from direct from X-Treme or an authorized dealer. Original purchase receipt required to establish proof of purchase and establish warranty start date.

1. Engines ARE covered. Each engine is started, tuned up and tested before we ship the gas scooter to you. Failure to premix oil with the gas voids the engine warranty.
2. Pull starters are not covered. Spare scooter pull starters can be purchased online via our website.
3. Tires, tubes & flat tires are not covered unless damaged during shipping. (Damage must be reported to us immediately.)

Defective engines must be returned to X-Treme Scooters at the customers expense & will be replaced if X-Treme Scooters determines the engine is defective due to a factory defect.   X-Treme Scooters will pay the shipping cost to send the replacement engine to the customer.

All replacement parts are warrantied until the end of the Original Manufacturer’s Warranty Period. If you receive your replacement part within the last month of the One Year Warranty, your replacement part will be warrantied for 30 Days from delivery of the replacement part.

BATTERY WARRANTY

We offer a 6 month warranty on all X-treme electric bicycle batteries to the original purchaser. City Rider battery is limited to 6 months (180 days). Your battery is warranted for any manufacturer defect in material or workmanship.  The battery will be repaired or replaced free of charge. Original proof of purchase is required to establish proof of purchase and warranty effective date.

X-Treme requires that defective batteries be returned to us for repair or exchange. X-Treme does not pay the shipping fees to return the batteries to us however we will pay to ship the batteries back to you. If you have questions call us.

Replacement batteries are warrantied through original manufacturer’s warranty unless an extended warranty was purchased separately which will be on a pro-rated basis.   

ADDITIONAL SERVICES & INFORMATION 

for additional information regarding our Extend Warranties.

LIMITED WARRANTY DETAILS

What is covered & what is not covered:

1. Shipping damage:  Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, we will replace those damaged parts free of charge under warranty as long as the damage is reported immediately after delivery and the necessary photos are provided (see below). In the event that the damage is determined to be extensive, (digital photos will be required by email), at X-Treme’s discretion and after careful consideration, we may arrange to have the item picked up and returned to X-Treme for free replacement. X-Treme will provide technical support via phone or through our Support Help Desk to assist customers with the replacement of parts but will not pay labor charges to install such parts.

             Required Photos for Damage Claim

              - A photo of the packaging material used inside box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)

              - A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z)

              - Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).

              Freight Deliveries

              Please inspect the item for any visible damages upon delivery as any damage must be noted on the delivery receipt in order to be eligible for damage claims. Do not refuse the shipment. Please notify our Customer Service Department immediately after delivery if damage has occurred.

2. Tires, tubes & kick stands:These items are NOT covered unless they are damaged as a result of shipping.
3. During your applicable warranty period: X-Treme will replace any defective part free of charge and free of shipping charge to the original purchaser of the bicycle. We may require certain parts to be returned to X-Treme before replacing those parts. Shipping costs back to X-Treme must be paid for by the customer. Call tags or return shipping labels will not be issued.

ADDITIONAL SERVICES & INFORMATION

Battery Pro-Rated Discount for those that purchased the extra "lifetime warranty"

PARTS RETURN:

Electronic parts are non-returnable. Please make your selections wisely when purchasing parts. Contact our customer service department for more information. All other parts returns must be returned within 15 days of purchase. Returns are subject to a 15% restocking fee. Customer is responsible for returning merchandise at their own expense. For damaged or defective items please refer to our warranty policy.

LIFETIME TECHNICAL SUPPORT:

Lifetime technical support is provided to each customer that purchases an X-Treme Bicycle.  

DISCLAIMER:

X-Treme Scooters and it's Distributors are not responsible for the proper or improper use of merchandise sold. We care about our customers and urge you to exercise caution and take necessary safety measures to protect yourself while engaging in cycling.  We encourage, beg, and plead that you wear a helmet and use appropriate lighting while riding at night regardless of the legal requirements in your particular state. Potential customers, you should check with your local law enforcement agency before purchasing about age requirements for riding our electric bicycles. Some states may have laws restricting the use of these items on public streets.  Generally, all states allow them on private property such as campgrounds, parks, etc....but many states have age requirements.   Most states require helmets and protective equipment to be worn by certain age children. Please always bike safely. Know your laws before you go biking. We will not take back a bicycle if you find your laws do not permit your child to ride it. Check first

 Signature Required:

All X-treme electric bikes, and scooters are shipped with a UPS signature confirmation service at no additional charge in order to prevent your order from being left at the door and consequently getting lost and/or stolen. Please make sure you will be home on the day of your delivery as a signature will be required. After your order is placed typically within 1-2 business days we will email you your UPS tracking number. Orders usually arrive at your home within 1-7 business days depending in which city and state you live in.

 Order Cancellation Policy:
Before completing your purchase, please confirm that you have selected the correct item(s), color(s), accessories, etc.

If you desire to cancel your order, we require 24 hour notice of cancellation from the time your order was placed on our website. If your order has already been shipped out to you after the 24 hour time frame, we will charge you a cancellation fee of 15% to cover the shipping fee we had to pay to send your order out to you. You will also have to refuse the shipment on the delivery date. Cancelled orders are subject to a 2.9% merchant processing fee.

If you simply just changed your mind while order is in transit and you refuse your shipment on day of delivery a 15% re-stocking fee will also apply to cover the shipping fee we had to pay to send this out to you, and to cover the cost UPS will charge us to send it back to us.

All orders are shipped with UPS "signature confirmation" someone must be home to sign for your shipment. It is the customers responsibility to make sure someone will be home on the scheduled delivery dates. If Package is returned due to failed delivery attempts because no one was home to sign for the delivery you will be charged the 15% restocking fee to cover the shipping charge UPS will charge us.

UPDATED WARRANTY EFFECTIVE 10/1/21.

X-Treme offers a standard ONE Year limited warranty against manufacturer defect and workmanship on bicycle & scooter components and a Lifetime frame warranty of all X-Treme Bicycles that are purchased directly from X-Treme or an X-Treme authorized Dealer.

X-Treme bicycle frames are warrantied for the lifetime of the bicycle with the original purchaser. This warranty is for the frame only. X-Treme does not cover any labor charges for transfer of bicycle components from original frame to replacement frame. Replacement frame may be from X-Treme scratch & dent stock.   Frame replacement is for manufacturer defect only. This warranty excludes corrosion, paint fade or scratches, impact marks or damage, modifications by purchaser, misuse and act of God. 

Original purchase receipt is required to establish proof of purchase and establish warranty start date. Your warranty begins the day the bicycle is delivered to you or purchased from a storefront. This warranty covers manufacturer defects and defaults only. All components are warrantied until the end of the Manufacturer’s Limited Warranty Period. If you receive your replacement part within the last month of the warranty, your replacement part will be warrantied for 30 Days from delivery of the replacement part.

We may request some parts be returned for replacement. The cost to return those parts is the responsibility of the purchaser. We will pay for standard shipping service costs on the first & second warranty shipments to the purchaser. Any additional warranty parts will require the customer to pay all shipping costs.

Your warranty will be void if any modifications are made to the original design of the bike. Warranty is non-transferable and we will NOT offer a warranty on any products purchased from second hand sellers, non-authorized Dealers, products that are purchased used or products that are purchased via outlet centers. X-Treme will, however, offer free lifetime technical support access on these products & if parts are needed those parts may be purchased direct from X-Treme.

What is not covered by Manufacturer’s Limited Warranty?

We do not cover normal wear and tear on any components. Parts such as brake pads, spokes, hand grips, cables and housing, tires, tubes, and chains will not be warrantied unless defect or damage upon arrival.  

We do not cover scratch, dents or other cosmetic damage not caused by X-Treme.

We do not cover components that are compromised due to corrosion due to elements (moisture, water, heat, etc.)

We do not cover defect or damaged parts from failure to follow instructions in owner’s manual, improper assembly, acts of God, misuse, neglect, improper storage, commercial use, alterations to the bikes original design or components, modifications with parts not sold by X-Treme, operator error resulting in accident, extreme or stunt riding, or improper maintenance & upkeep. 

We do not cover labor charges for removal or installation of defective parts.   Warranty is for replacement parts only.

6 Month Battery Limited Warranty

We offer a 6 month limited warranty on all bicycle batteries to the original purchaser.  Your battery is warranted for any manufacturer defect in material or workmanship. The battery will be repaired or replaced free of charge. Original proof of purchase is required to establish proof of purchase and warranty effective date. Warranty begins the day the battery is delivered to you or purchased from a storefront.

X-Treme requires that defective batteries be returned to us for repair or exchange. X-Treme does not pay the shipping fees to return the batteries to us however we will pay to ship the batteries back to you. 

Battery warranty does not cover defects or damage caused by improper care, charging and maintenance, using a charger not supplied by X-Treme, damage resulting from power surges or water damage. 

Wheel Truing

If your bike arrives with a wheel out-of-true (not sufficiently straight or round) due to shipping damage or manufacturer defect we agree to reimburse you for the cost to get your wheel trued, not to exceed $40.00/wheel. All the below requirements MUST be met in order to qualify for this reimbursement:

1.You must notify us within 5-days of receiving your bike.

2. You must provide a video of the rim showing that the wheel is not true.
3. The video must show the rim spinning, not just the tire.
4. You must provide us with a receipt indicating that the wheel has been trued. 

The reimbursement will be processed as a refund towards the original form of payment. If you purchased from one of our many national dealerships the refund will be processed to your dealer. The dealership will then be responsible for processing your reimbursement.

How to Submit a Warranty Claim

To submit a warranty claim or access our technical support department follow this link https://support.x-tremescooters.com/.  After a support ticket has been opened a technician will respond to your ticket and an email will be sent to you. 

Tickets are answered in the order received.  Your initial posting puts you in line for the next technician to assist you.  Should you add additional posts to your ticket prior to a technician responding, your ticket will be placed at the end of the line.  To ensure a prompt response, please do not post/reply to your ticket prior to the technician responding to you. Technical Support Hours Monday - Thursday 9:00 am - 4:00 pm PST.

SHIPPING DAMAGE

Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, we will replace those damaged parts free of charge under warranty as long as the damage is reported immediately after delivery and the necessary photos are provided (see below). In the event that the damage is determined to be extensive, (digital photos will be required by email), at X-Treme’s discretion and after careful consideration, we may arrange to have the item picked up and returned to X-Treme for free replacement. X-Treme will provide technical support via phone or through our Support Help Desk to assist customers with the replacement of parts but will not pay labor charges to install such parts.

Required Photos for Damage Claim

- A photo of the packaging material used inside box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)

- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number which usually begins with 1Z)

- Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, the 2nd photo should display the bottom and the opposite sides).

Freight Deliveries

Please inspect the item for any visible damages upon delivery as any damage must be noted on the delivery receipt in order to be eligible for damage claims. Do not refuse the shipment. Please notify our Customer Service Department immediately after delivery if damage has occurred.

LIFETIME TECHNICAL SUPPORT:

Lifetime technical support is provided to each customer that purchases an X-Treme Bicycle. To access our technical support department click on this link https://support.x-tremescooters.com/. After a support ticket has been opened a technician will respond to your ticket and an e-mail will be sent to you. If you would like to speak to a technician by phone, include your phone number on the ticket and request the technician to contact you. Tickets are answered in the order received. Your initial posting puts you in line for the next technician to assist you. Should you post to your ticket prior to a technician responding, your ticket will be placed at the end of the line. To ensure a prompt response, please do not post/reply to your ticket prior to the technician responding to you. 

DISCLAIMER:

X-Treme Scooters and it's Distributors are not responsible for the proper or improper use of merchandise sold. We care about our customers and urge you to exercise caution and take necessary safety measures to protect yourself while engaging in cycling. We encourage, beg, and plead that you wear a helmet and use appropriate lighting while riding at night regardless of the legal requirements in your particular state. Potential customers, you should check with your local law enforcement agency before purchasing about age requirements for riding our electric bicycles. Some states may have laws restricting the use of these items on public streets. Generally, all states allow them on private property such as campgrounds, parks, etc....but many states have age requirements. Most states require helmets and protective equipment to be worn by certain age children. Please always bike safely. Know your laws before you go biking. We will not take back a bicycle if you find your laws do not permit your child to ride it. Check first.

*Warranty coverage is subject to change at any time without notification. For most updated warranty information visit this page every 3-6 months.