Effective Date: January 1, 2024

Welcome to the Mercaneus FAQ section! Here you’ll find answers to some of the most common questions we receive. If you have a question that isn't covered below, please feel free to reach out to us directly. We are happy to assist!

1. What products do you sell?

At Mercaneus, we specialize in electric scooters designed for both leisure and transportation. Our product lineup includes high-performance models such as:

●     Wide Wheel Pro Scooters

●     ZERO 10X Scooters

●     ZERO 9 Scooters

●     ZERO 8 Scooters

We offer top-quality scooters that cater to riders of all levels, with advanced features for safety, performance, and durability.

2. Do you offer free shipping?

Yes! We offer free shipping within the United States on all orders. We use reliable carriers like FedEx and UPS to ensure that your order arrives promptly and in excellent condition.

3. How long will it take for my order to arrive?

Orders are typically processed within 1-2 business days. Once shipped, you can expect delivery within 5 to 8 working days, depending on your location. You will receive tracking details via email once your order has been shipped.

4. Do you ship internationally?

At this time, we primarily focus on shipping within the United States. However, we are exploring opportunities to expand to international markets. For international shipping inquiries, please feel free to contact us directly at info@mercaneusa.com.

5. What is your return and refund policy?

We offer a 15-day return and refund policy. If you are not satisfied with your purchase, you can return the product within 15 days of delivery for a full refund. Please note that the product must be in its original condition, unused, and in the original packaging. For more details, please refer to our Return & Refund Policy.

6. How do I initiate a return or request a refund?

To initiate a return or refund, please contact our customer support team at info@mercaneusa.com or call us at 805-837-8686. Our team will guide you through the process and provide you with a return label.

7. Is there a warranty for your scooters?

Yes! We offer a 1-year brand warranty on all our electric scooters. Additionally:

●     6-month battery warranty

●     40% discount on additional purchases of parts

Our warranty covers defects in materials and workmanship under normal use. For more details, please refer to our Warranty Policy.

8. What payment methods do you accept?

We accept all major payment methods through Shopify Payments, including:

●     Credit Cards (Visa, MasterCard, American Express, Discover)

●     PayPal

●     Apple Pay

●     Google Pay

●     Shopify Payments (for local options)

Our checkout process is secure, ensuring your payment information is kept safe.

9. How do I contact customer support?

If you have any questions or need assistance, our customer support team is here to help. You can reach us by:

●     Email: info@mercaneusa.com

●     Phone: 805-837-8686

●     Live Chat: Available on our website (during business hours)

We aim to respond to all inquiries as quickly as possible.

10. What safety precautions should I take when using my scooter?

Safety is our top priority. Here are a few essential safety tips:

●     Always wear a helmet and appropriate protective gear.

●     Make sure to check tire pressure and brake functionality before each ride.

●     Follow local traffic laws when riding on public roads.

●     Avoid riding in extreme weather conditions or on wet surfaces.

For a full list of safety guidelines and maintenance tips, refer to your scooter’s user manual.

11. Are your scooters suitable for beginners?

Yes! Our scooters are designed for a wide range of riders, from beginners to advanced riders. We recommend the ZERO 8 or ZERO 9 for new riders, as they offer great stability, control, and ease of use. We also provide detailed instruction manuals to help you get started.

12. Can I modify or customize my scooter?

While our scooters are designed for maximum performance and safety, you can customize some aspects of the scooter, such as:

●     Upgrading your scooter’s accessories (like grips, lights, etc.)

●     Purchasing additional parts for maintenance or enhancement

However, any modifications that interfere with the scooter’s safety features or warranty may void the warranty. Always ensure that any upgrades are compatible with your scooter model.

13. What should I do if my scooter is defective or damaged?

If your scooter arrives damaged or defective, please contact us immediately at info@mercaneusa.com or call 805-837-8686. We will work with you to resolve the issue, whether through a replacement, repair, or refund.

14. How do I track my order?

Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order on the FedEx or UPS website, depending on the carrier used.

15. Do you offer financing or installment payments?

We currently do not offer direct financing options, but we partner with Shopify Payments to offer financing through third-party services such as Klarna or Affirm. These options may be available at checkout, depending on your location and eligibility.

16. How can I stay updated on new products and promotions?

To stay updated on new products, special offers, and promotions, we encourage you to sign up for our newsletter. Simply enter your email address at the bottom of our website or in the sign-up form. You can also follow us on social media for the latest updates.

17. Do you have an affiliate program?

Currently, we do not offer an affiliate program. However, we are always open to partnership inquiries. If you’re interested in collaborating with us, please reach out to us at info@mercaneusa.com.

18. What should I do if I can’t find an answer to my question?

If you can’t find the answer to your question in this FAQ, please feel free to reach out to our customer service team. We are always happy to assist you and will respond as quickly as possible.

We hope this FAQ section helps! If you need further assistance, don’t hesitate to contact us. At Mercaneus, we are here to ensure that your shopping experience is smooth, safe, and enjoyable.