Frequently asked questions
What is the processing time for my order?
The delivery time of each item is displayed in the shopping cart. If orders are placed until approx. 4pm and if the ordered items are already available, your parcel will be sent on the same day so that it can be delivered to you as soon as possible. Orders placed on Saturdays or Sundays are processed on Mondays.
How can I be refunded?
As soon as your parcel reaches us and we will complete your refund, we'll send you an e-mail confirmation. Depending on the bank and selected payment methodit can then take up to one or two weeks for the refund to show on your account. The refund will always be issued via the same payment method used by you: if, for example, you have chosen PayPal when placing your order, your refund will also be issued via PayPal.
What methods of payment do you accept?
Payment methods offered in our online shop are guaranteed by the most modern securty standars. Please click here for an overview of the payment methods.
Are the payment methods safe?
Scooter Center uses the most modern cryptographic technologies in order to transfer all your data safely. We cooperate with payment service providers like PayPal and SIX Payment which are among the most established and reliable providers on the market. Your payments are safe and can be always tracked. If you have questions concerning your payment our customer support is always at your disposal.
Why is there a lump sum on packaging of 1.50 EUR?
For each sent parcel we apply a lump sum on packaging of 1.50 EUR. These costs are not included in the price of the items. Therefore, there is no price difference between items bought online and those bought in our store. Our corrugated packagings are almost completely made of natural raw materials and have a RESY mark, this means that are 100% recyclable. Moreover, the kraft paper used to wrap and protect the products is 100% recycled paper.
The 6th and 7th amendment of the Verpackungsverordnung (VerpackV, German packaging ordinance) was published on 23rd July 2014. All companies that put grouped packaging, sales packaging and transport packaging in circulation in Germany are obliged to recycle the packaging according to this ordinance.
By paying the licence fee via Reclay VfW GmbH, we comply to this obligation: www.reclay-group.com/de/en/
Further information on this topic: http://www.bmub.bund.de/themen/wasser-abfall-boden/abfallwirtschaft/verpackungsverordnung-verpackv/
How long will it take for my order to be delivered?
For all payment methods (except advance payment with bank transfer) parcels can be usually sent on the same day of the order (if orders are placed until 16:00 from Mondays to Fridays and if all the ordered items are displayed as available).
If you have selected the debit as payment method, we will send you the parcel as soon as we receive the amount on our bank account (this operation may require some days).
For further information about shipping costs and delivery times please click here.
What happens if I am not at home when the parcel is delivered?
If the recipient of the parcel is not at home, our carriers DHL, UPS and DPD adopt different solutions.
DHL delivery attempts:
If the recipient is not at home, DHL will hand over the parcel to a spouse or other person authorised in writing by the recipient to take delivery at the specified address, in return for a confirmation of receipt. DHL Paket items can also be delivered to alternative recipients. Alternative recipients might be a relative of the recipient or his/her spouse, a colleague, employee or neighbour, if it can be assumed from the circumstances that they are entitled to take delivery of the shipment. If the DHL PAKET cannot be delivered to either the recipient or an alternative recipient, the recipient will receive a notification card with which he/she can collect the shipment from the stated outlet within 7 days on presentation of valid ID or arrange redelivery. If the DHL PAKET is not collected within this period or if a second attempt to deliver also fails, the parcel will be undeliverable and will be returned to the sender.
UPS delivery attempts:
A UPS InfoNotice is left by a UPS driver to the Receiver know when a delivery attempt has been made. 3 delivery attempts are made by UPS. Unless it was a C.O.D. delivery, UPS will hold your shipment for five business days at the nearest UPS centre. If the shipment is not collected within five business days, it will be returned to the sender. Follow the instructions UPS InfoNotice. You can for example then choose other delivery options on ups.com. Type in (to be found above the barcode), the 12-digit InfoNotice number in the control or InfoNotice numbers on the front page of the main page at ups.com. You can check the following information:
- follow and see tracking information
- check the delivery of your shipment
- select from up to four delivery options
Contrary to DHL, UPS makes up to three delivery attempts on three consecutive days. If the parcel could not be delivered and no further delivery option was chosen, your parcel will be stored in the nearest UPS branch where you can pick it up (please take your identity card with you).
DPD delivery attempts:
If the first delivery attempt fails, the carrier will leave in the recipient's post box a card with all information about the parcel and on how to collect it. If within the 7 calendar days of the storage period the parcel is neither delivered nor collected by the recipient, it will be sent back to the sender.
For further information please click here:
How can I return an item?
PLEASE NOTE: the buyer is free to choose the shipping service s/he prefers and has to bear the costs of returning goods. The returns must always be sent in an insured parcel/shipment. In case of loss the parcel is insured by DHL.
If returns are sent as non-insured (small parcel, shipment, letter), in case of loss they will not be refunded neither from DHL nor from us.
Address for returns:
Which items can I return?
You can return us any item within the legal deadline.
The return of special orders and custom-made items is excluded.
For further information please consult the section "Withdrawal policy and withdrawal form"
If you have received a faulty item ora an item which does not correspond to the one you have ordered, please contact our customer support.
Are my data safe?
How can I change my password or the data of my account?
You can reset you password at any time. Please perform the following steps:
- Log in to your account clicking on "Ma account" on the top right side of the page.
- Click on"Overview" in the login area at the top right side of the login window.
- You can modify your password and/or account data.
If you have forgotten your password, please click on "Forgot your password?" in the login window. You will receive an e-mail containing the link to reset your password.
How can I contact your customer support?
Our customer support is always at your disposal.
Check the section "Contact us": here you will find all options to contact our customer service.
Can I modify or cancel my order?
Our operators of the logistic sector are committed to shipping your parcel as quickly as possible. If your order is already in the shipping processing it can be no longer modified or cancelled. In this case please place a new order and/or return the items you do not need.
Where is my order?
In order to check the status of your order please go to the section " My orders" of the customer area "My account".
As soon as your order ships, we will send you an e-mail confirmation with a tracking number and link. The tracking number is also available in the section "My orders". Open the carrier's website, enter the tracking number and trace your parcel:
DHL/national postal service: https://nolp.dhl.de/nextt-online-public/en/