Frequently Asked Questions

Download the Smart Life app from the App Store or scan the QR code on the scooter to download it.

App Store: Download

Android Phone: Download

Scooter: Press the brake + accelerator + power button at the same time and hold for 3 seconds. 

Ebike：please kindly check our reset instructions Here.

Hi, please kindly check our Return Policy Here.

Pls check out our Return Policy first, then please contact us by support@emoko-scooter.com and tell us about which items you want to return.

Most returns can be processed within 5 business days after we receive your package.

Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund. If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you.

Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account.

We can’t control the processing speed of your card bank. Please ask the card bank for detailed information. We apologize genuinely for the inconvenience caused and thanks for your kind understanding.

We will ship our order within 1-2 working days once the order has been placed, excluding weekends and holidays.

NOTE: During the busy holiday seasons or after holiday promotions, the shipment processing can take up to 3-5 working days.

Thank you for contacting. Before being shipped out, orders need 1-2 days for processing And for delivery time after your order was sent out, estimated delivery days is 3-5 business days.More shipping details here.

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check with your neighbors first. Or you can check with the shipping company with your tracking number

We will do partial shipping for your order in the following conditions:

1) Items are in different warehouses.

2) Hot-sale items need additional preparation time.

3)Weight limit of customs or courier. You will receive an email notification when each parcel is being shipped.

Hi, please kindly check our Warranty Policy Here.

Please contact us support@emoko-scooter.com before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out.

If you want to cancel an order that has already been shipped out, please refuse to sign the package, and we will charge part of shipping cost per scooter, we will issue the refund after the package returning to us.

1. We recommend that you click here to register for warranty if you purchased from other platforms.
2. After registration, you can directly use the registered email address for after-sales service without verifying the order.
3. When your bicycle/scooter is stolen, we can provide a certificate with the frame number/motor number.

Because the shipment weight is overweight, we usually ship them separately. So both reach at different day and time. Please don’t panic and just keep tracking the item in your orders window or your email. If you still can not find it please contact us.