FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Orders & Accounts
Below are some common questions about shipping, returns, and exchanges
How to place an order?
You need to create an account on our website by entering your email address in order to receive notifications about your order status and shipment details. After completing your registration, select the style you want and pay for it right away.
Is after-sales service provided?
Yes, we offer 24/7 VIP after-sales support. Reach us at 888-616-3876 or Support@metromobilityusa.com—a personal advisor assists within 2 hours. Missing parts ship expedited free.
Do I need a driver’s license, insurance, or road tax?
Our Class 2 scooters need no driver’s license/road tax. Sidewalk use is allowed, but we recommend premium mobility scooter insurance for damage, theft, and 24-hour roadside assistance.
What should I do if my mobility scooter gets damaged?
All scooters have a 3-year comprehensive warranty. Contact support immediately for damage—U.S. team offers on-site repair (major cities) or free replacement within 48 hours (95% satisfaction).
How do I activate the warranty?
Warranty activates automatically on delivery. We’ll send a confirmation email with coverage terms, claims info, and warranty specialist contacts.
Which payment methods are accepted?
We accept major secure payment methods: PayPal, Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, Facebook Pay—all via a secure gateway.
Is my payment information secure?
Yes. Payments are protected by 256-bit SSL encryption and PCI DSS standards. We never store full payment details, keeping your info confidential.
Product Guide
Below are some of are common questions about orders
How to choose the right mobility scooter?
Use our interactive scooter selector tool (3 questions on usage/terrain) for recommendations. Or get free 1-on-1 advice from product experts.
Can I take the scooter’s battery on an airplane?
No. Lead-acid batteries don’t meet air transport rules. Frequent travelers can explore portable scooter accessories or contact support for travel solutions.
Can the mobility scooter be used in rainy weather?
Water-resistant for light rain. Avoid snow/ice/slippery surfaces (risk to braking/stability). Dry thoroughly with included microfiber cloth to protect the premium finish.
Will the mobility scooter be shipped fully assembled?
Yes. Each scooter passes a 15-point inspection, ships fully assembled, and ready to use. Package includes user manual, premium accessory kit, and first-service voucher.
Is there an additional charge for the battery and charger?
No. Battery and charger are included in the Metro Mobility price—no hidden fees for essential components.
Can the scooter be pushed manually when the battery is dead?
Yes. All scooters have an easy-push design for manual movement when the battery is low/drained—adding convenience for temporary relocation.
How long does it take to fully charge the battery?
Battery charges fully in 6–8 hours. Charge overnight for next-day use—charger has auto-shutoff to prevent overcharging and protect battery life.
Installation & Maintenance
Below are some common questions about our products
Do you have a mobility scooter installation guide video?
Yes, you can access the mobility scooter installation guide video by clicking here.
How to troubleshoot your mobility scooter if it fails to power on?
To resolve the power-on failure issue of your mobility scooter, refer to the troubleshooting video by clicking here.
Is there a video tutorial for rear LED light replacement?
Yes, you can view the step-by-step rear LED light replacement tutorial by clicking here.
Where can I find the speed controller switch replacement video?
You can find the detailed speed controller switch replacement video by clicking here.
Do you provide a flag installation video for the mobility scooter?
Yes, we offer a dedicated flag installation video for your mobility scooter by clicking here.
Is there a video tutorial for headlight replacement?
Yes, you can access the headlight replacement tutorial video by clicking here.
Warranty & Returns
Below are some common questions about our products
What is the warranty policy for the battery?
Battery is covered by the 6-moths comprehensive warranty (degradation, defects, failure). See battery warranty details or contact warranty support for help.
What is the return policy?
Our return policy ensures satisfaction and quality:
- Notify support within 7 days of delivery to start a return.
- Quality issues: We cover shipping after tech team confirmation.
- Non-quality returns: Customer pays shipping + 4% handling fee (inspection/restocking).
- Returned item must be new, with original packaging/accessories/docs—no damage/scratches.
- Obtain a Return Authorization (RA) within 7 days—returns without RA are rejected.
- Refund processed in 5–7 business days after inspection, credited to original payment method.
Shipping & Delivery
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Do you offer international shipping? What are the shipping costs?
U.S. orders get free premium shipping (white-glove delivery/assembly where available). Limited international delivery to Japan/Europe—contact global logistics for details before purchasing.
How long does delivery take?
Total delivery: 4–10 business days (2 stages):
- Order processing: 2–3 business days (inspection/prep)
- Standard shipping: 2–7 business days (varies by U.S. destination)
Delays may occur due to severe weather/logistics issues—we’ll email updates and appreciate your understanding.
How can I track my order?
We’ll send a tracking number via email when shipped. Use it at Metro Mobility order tracking for real-time location and delivery date updates.