Effective Date: January 2024

At Mercane Electric Scooters, we are committed to providing exceptional customer service and support to ensure that every experience with our brand is positive. This Customer Service Policy outlines our approach to customer care and provides clear guidelines on how we handle inquiries, orders, returns, and complaints.

We strive to deliver high-quality products, efficient services, and a hassle-free experience for all our customers.

1. Customer Support Channels

We offer several ways for our customers to reach us for support or inquiries:

●     Email Support: info@mercaneusa.com

●     Phone Support: 805-837-8686

●     Live Chat: Available through our website, www.mercaneusa.com (Mon-Fri, 9:00 AM - 6:00 PM PST)

●     Social Media: Direct messaging through our official social media channels (Instagram, Facebook, Twitter, etc.)

We aim to respond to all inquiries within 24-48 hours during business hours.

2. Order and Product Inquiries

If you have questions about your order, product availability, or shipping status, we are happy to assist:

●     Order Tracking: You will receive tracking details for your order once it has shipped. If you have not received this information, please contact us to track your order.

●     Product Questions: If you need assistance in choosing the right electric scooter or have any questions regarding product specifications, features, or maintenance, our customer service team is available to help.

3. Product Returns and Exchanges

We want you to be fully satisfied with your Mercane Electric Scooters purchase. If for any reason you are not completely happy with your product, we offer a 15-day return and refund policy. For more details, please refer to our Return & Refund Policy.

Return Process:

1. Contact Us: Reach out to our customer service team within 15 days of receiving your product to initiate the return process. Please provide your order number and reason for return.
2. Return Authorization: Our team will provide instructions for returning the product and may issue a Return Authorization Number (RAN) for easy processing.
3. Return Shipping: Customers are responsible for the cost of return shipping unless the item is defective or incorrect.
4. Inspection and Refund: Once we receive the returned item, it will be inspected, and a refund will be processed to the original payment method within 5-7 business days.

Please note that returned items must be unused, in original packaging, and in resalable condition.

4. Warranty and Defects

All Mercane Electric Scooters come with a manufacturer’s warranty. If you experience issues due to a defect in materials or workmanship, please contact us immediately. Our warranty covers:

●     Manufacturing Defects: If your scooter has a defect that is due to the manufacturing process, we will repair or replace the item.

●     Coverage Period: Warranty coverage may vary depending on the product and model. Please refer to the product warranty card included with your purchase for specific details.

Warranty Claims:

●     If you believe your product is defective, please reach out to us with the following information:

○     Order number

○     Description of the defect

○     Photos or videos of the issue (if applicable)

○     Serial number of the product (if applicable)

Our team will assess the situation and guide you through the warranty claim process. We will cover the cost of repairs or replacement if the defect is found to be a manufacturer’s fault.

5. Customer Feedback and Complaints

We value your feedback and are always looking to improve our products and services. If you have any concerns, complaints, or suggestions, we encourage you to reach out. Our goal is to address your concerns promptly and ensure your satisfaction.

Complaint Resolution Process:

1. Submit a Complaint: You can submit a complaint via email, phone, or our live chat system. Please provide as much detail as possible so that we can investigate your issue thoroughly.
2. Investigation: We will review the complaint and respond to you within 3-5 business days.
3. Resolution: We aim to resolve all complaints in a fair and timely manner. If necessary, we will escalate the matter to senior management to ensure that the issue is addressed appropriately.

6. Shipping and Delivery

We offer free shipping on all orders within the USA via FedEx and UPS. Our typical shipping time is between 5-8 business days. While we strive to meet these delivery times, please note that shipping delays may occur due to unforeseen circumstances such as weather conditions, carrier delays, or high order volumes.

Shipping Guidelines:

●     Order Processing: Orders are processed within 1-2 business days after payment confirmation.

●     Shipping Time: Orders generally arrive within 5-8 business days from the shipping date, depending on your location.

●     Tracking: You will receive a tracking number once your order has shipped. You can track your order status through the FedEx or UPS website.

●     Shipping Issues: If you experience any shipping issues, such as delayed or damaged packages, please contact our customer service team immediately, and we will work to resolve the issue.

7. Pricing and Billing

We strive to maintain accurate and up-to-date pricing on our website. However, in the event of a pricing error, we reserve the right to cancel or adjust orders to reflect the correct price.

Billing Discrepancies:

If you notice any discrepancies in your billing or are charged incorrectly, please contact us as soon as possible. We will review your order and work to correct any errors promptly.

8. Availability and Product Support

We work hard to ensure that our products are available for purchase on our website. However, certain items may be temporarily out of stock due to high demand. If an item you are interested in is unavailable, you can subscribe to our back-in-stock alerts or contact customer service for an estimated restock date.

If you need help with product setup, maintenance, or troubleshooting, our customer service team is ready to assist. We also provide product manuals and FAQs on our website to help you with basic setup and care.

9. Customer Satisfaction Guarantee

We are dedicated to providing the best possible experience for our customers. If for any reason you are dissatisfied with your purchase or the service you receive, please reach out to us. We will do everything we can to resolve the issue to your satisfaction.

10. Contact Us

For any inquiries, support requests, or to speak with our customer service team, you can contact us using the following methods:

●     Email: info@mercaneusa.com

●     Phone: 805-837-8686

●     Live Chat: Available through our website, www.mercaneusa.com

●     Business Address:
Mercane Electric Scooters
1133 Par Drive, Santa Barbara, CA 93101

Our customer service hours are Monday to Friday, 9:00 AM - 6:00 PM PST.