Kicknroll LLC – Customer Accounts and Order Processing Information

ACCOUNTS

I’ve ordered from Kicknroll in the past. Does that mean I have an account?

If you ordered from us previously and checked out as a Guest, you do not yet have an Account.

However, creating an Account and becoming a Kicknroll Friend is easy. Creating one does 3 things for you:

• You become a Kicknroll Friend, which means you receive FREE SHIPPING on all purchases, always.
• Kicknroll Friends earn points on purchases that can be used towards future purchases.
• Allows your information to be saved so that the next time you visit Kicknroll, you will have a much faster checkout.

To Create an Account and become a Kicknroll Friend, simply select Create an Account when checking out the next time you purchase. The Create An Account button is at the top of the Checkout page. Or, you can sign up here at your convenience: Create a Kicknroll Friends Account.

My last order was a Guest checkout order. I’ve since created an account. Can you add the previous order to my account?

Once you create an account, your purchases will start earning rewards. Unfortunately, Guest orders are “hardwired” as such and can’t be added to your account afterward.

Please note, Guest Checkout Orders can still be tracked (once they’ve shipped) via the tracking email we send, which goes out to you the moment your order has left our warehouse.

If you have any questions, please feel free to email us at [email protected].

ORDER PROCESSING, SHIPPING & HANDLING

What is the status of my Order?

We process orders from 9-5 ET every day M-F. It normally takes 1 to 2 days, except during busy seasons when it may take up to 4 or 5 days. When the processing time has lengthened, we inform customers on the website. Processed orders are sent electronically to our onsite warehouse to be shipped.

The moment your order has left our warehouse, you will receive an email shipping confirmation with your Tracking Number. You will be able to track your shipment starting that same evening – it usually takes the delivery company a couple of hours to get the shipment into their system. Hold on to the Tracking Number as it may be useful if there are any issues with delivery. UPS has a 96.8% successful delivery record, so issues rarely develop, but having the Tracking Number is helpful if there are any bumps.

My order was marked as ‘Delivered’ but I haven’t received the package. What should I do?

The most helpful place to start is to check the Tracking Number which you can find in your Shipping Confirmation email from Kicknroll. The Delivery Company often adds notes about the delivery, for example, ‘Delivery Accepted by John at the Mailroom,’ or ‘Signed for by Neighbor Eileen.’

Please note: we encourage everyone to ship to a secure address, such as a work address or a home where someone will be available to collect the package from outside when UPS delivers it. Packages can occasionally go missing if a passerby thinks it looks interesting. Most of our scooters are delivered via UPS, and our Parts and Accessories are usually delivered by USPS, which both have excellent delivery records, so this is just a reminder to be diligent about the delivery address you choose.

If your Tracking Number doesn’t provide the answer you need, please give UPS a call at 1-800-PICK-UPS. When you call, have the Tracking Number available. If you cannot find your Shipping Confirmation with Tracking Number, email us at [email protected], as we may be able to look up your Tracking Number.

If your order was shipped via USPS (Post Office), please give USPS a call as soon as you realize that the package is missing at (800) 275-8777.

UPS and USPS are very often able to track down the package within a day or two, and generally speaking, missing package claims are resolved in 2-8 business days. If you need help contacting UPS or USPS, email us at [email protected].

Missing package claims must be filed with UPS or USPS within 30 days of the marked delivery date.

How much does shipping cost?

First, shipping is FREE to SMS Subscribers, Kicknroll Friends (aka Account Holders/ Loyalty Members), and our email newsletter subscribers – within the contiguous 48 states. We are not able to offer Free Shipping on orders going to Alaska, Hawaii, and Puerto Rico, but we do apply a $10 credit toward shipping.

Otherwise, the Shipping Fee on orders of Kicknroll Scooters (and on our other wheeled items) is $9.99 per order. The $9.99 fee holds true for an order containing just one item or multiple items. We ship these orders via UPS Ground.

For most smaller parts and accessories, we offer free shipping via USPS (Post Office) to the contiguous 48 states. Larger parts ship via UPS for $4.99.

We also have expedited shipping options available if you would like to receive your purchase sooner.

For orders shipping outside of the contiguous 48 states, please email us to order at [email protected].

Do you ship to APO/FPO addresses?

At this point in time, we are not able to ship to APO/FPO addresses. Apologies! Most countries do have their own distributors for those posted abroad. We also sell most of the scooters (whole scooters, not parts or accessories) via Amazon. Amazon can generally ship to these address types.