Shipping

Delivery Information

We provide local UPS, USPS or FedEx or DHL delivery company. No tax needed.

Currently, OKAI ONLY ships to the lower 48 states.  Customers from Alaska, Hawaii, and Puerto Rico please contact our customer service department for shipping information via email at info@garagedirectonline.com.

Shipping is completely free when shipping within the continental United States.  We however don't ship to any PO Boxes or APO addresses. 

The delivery time depends on the area you live in and the shipping method for your order. 

Orders will be processed within 1-3 working days. Please note that we consider working days as Monday-Friday. This time excludes the shipping times.  

In stock products are typically shipped the next business day. For pre-order or back order items please refer to shipping date located on product page.  You may track your shipment on carrier website for estimated delivery date once you receive the tracking number. Please note delivery exceptions may occur when there are issues with federal holidays, severe weather conditions, failed delivery attempts and more. OKAI does not guarantee any delivery time line.

Currently, OKAI doesn't provide any overnight delivery services. 

There are two ways in which you can track your order: 

• Email:

You‘ll receive a confirmation email with your tracking number from our warehouse once your order has been shipped.  
You can also contact our dedicated customer care team at info@garagedirectonline.com to check on your order status. 

Kindly Notes:

• You can cancel order before package shipped; However, you need to pay extra $50 - $80 shipping fee for canceling order if the package has been shipped out.
• If delivery fail due to customer's wrong shipping address, customer need to pay extra $50 - $80 for fail delivery shipping cost.
• Shipping times can be affected by variable customs clearance times or public holidays. If you have not received your package based on the above estimates, please kindly contact us for help.
• Shipping times will be affected during public holidays; manufacturers and couriers will limit their operations at these times. Unfortunately, this is outside of our control. Normal service resumes immediately after each holiday.
• It can take a few days to follow order shipment before the Tracking number becomes active on the courier's system. If the information has not appeared on the courier's website, please try again later.
• All estimated/typical delivery time are derived from real world data collected from past orders. They are approximate times for reference only.

Warranty

Downloadable OKAI Warranty for E-Scooters

Downloadable OKAI Warranty for E-Bikes

Returns & Refunds

OKAI guarantees that subject to the following conditions, return/refund can be requested within 14 days (the actual date may vary according to local laws and regulations) of the purchase date (subject to the actual date the product was received). Please contact OKAI or an authorized dealer of OKAI that you purchased from for more details of the services:

1. Refund can be requested under the following conditions

If you have purchased OKAI products from one of our authorized retailers, Amazon, BestBuy or third party retailers, please contact their customer support for more details and follow their return and refund policies first.

To make a return, please follow these guidelines:

• Returns request will be accepted within 14 days of receipt of shipment.
• The item(s) must be in new, unused condition.
• All return item(s) must be securely packed and protected in the original packaging.
• Please include the original packing slip & an explanation of the reason for your return.
• A return authorization number clearly marked on the outside of the package or the item will be refused.
• Proof of your original purchase is required.

Return Charges

• Ship returns from your nearest post office or any other carriers of your choice. A shipping method with tracking capability is highly recommended.
• We only accept returns of unused, undamaged products, with original packaging, instructions, tags and marks intact. Missing accessories, damaged or negligently packaged products will not be refunded. We do not issue return shipping labels. You may be responsible for paying for your own shipping costs for returning your item. Please contact the seller for more details.

2. Refund and/or Exchange can not be requested under one of the following conditions

• Customer did not immediately report damage sustained in transit of the product.
• Refund or exchange is requested after 14 days of receipt of shipment.
• Product sent in for refund or exchange not including all original accessories, attachments and packaging, or with damage to any part of the product.
• Legal proof-of-purchase or receipts are unable to be provided, or have been forged or tampered with.
• Product held no manufacturing defects after inspection and testing made by OKAI Technical Support.
• Crash or burning caused by non-manufacturing defects, as well as any damage caused by unauthorized modification, entry of foreign body (water, oil, sand, etc.), improper installation or operation.
• Labels, Serial Numbers, waterproof mark, false proof mark, etc. show signs of tampering or altering.
• Damage caused by external factors, including but not limited to: fire, flood, high wind strength and lightning strikes.

3. Refund Processing

Any product not in its original condition, damaged or missing parts or accessories for reasons not due to error or factory defects, or any item that is returned more than 14 days after receiving the RMA approval, will not be returned or refunded.

If purchased from an OKAI authorized dealer, contact the corresponding dealer for refund consultation.

Amazon or BestBuy purchase users, please contact Amazon or BestBuy.

Special Consideration

1. Please note that we only offer vehicle services to people living in these countries. If you import your vehicle into another country (e.g. when moving house), we cannot send replacement vehicle parts to you or collect your vehicle for servicing.
2. If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please contact us within 24 hours of receiving the product for special instructions via email at info@garagedirectonline.com.
3. Special Sale merchandise and refurbished product are sold “as is” and are not eligible for return or refund.