Frequently Asked Questions

Billing & Payments

"What payment methods are accepted?"

We accept Klarna, Paypal, Visa, MasterCard, Diners_club, American_express, Discover etc.

"How to check the status of an order?"

Hoverboard and E-scooters and accessories

We aim to deliver all hoverboard and e-scooters within 1 working days, if ordered on a weekday before 2pm. On the day that your order is dispatched you can expect to receive a tracking link via email between 2-6pm.

This link will allow you to track the status of your delivery.

If it has been more than 1 working days since you placed your order and you have not received this tracking link, please check your junk/spam folder as sometimes the emails can end up there, you can also email with your order number in the subject line and our team will get back to you as soon as we can.

"No order confirmation"

If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!

If you still can’t see it there, please contact us at It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.

"Checkout Problem"

We're sorry to hear you're having issues when trying to purchase on our website. 

If your card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we hold no control over the payment method used.

If your bank have sent you an authorisation text message, you may need to respond to this in order for your order to be processed successfully. 


"How long does it take to deliver?"

Delivery to UK on our hoverboard or e-scooters is FREE and in 1-3 working days by DPD or DHL or Yodel.

For certain regions our delivery services maybe impacted by COVID and slightly delayed.

Note: Accessories ordered with hoverboards and e-scooters may come in separate deliveries since it come from different warehouses and the accessories usually will take about 3-10 working days to arrive.

"Tracking shows delivered but the order has not been received"

We’re sorry to hear that you’re having issues with your delivery.

Please rest assured, we take cases like this very seriously and we will instruct our logistics team to undertake a full investigation. They’ll contact the couriers for photographic evidence of both the delivery at the address and geo-locking data of when and where they left the parcel. If they conclude that there was foul play, they will inform the police and report an act of theft.
Please contact any neighbours before asking us to investigate to make sure that that they do not have your parcel. Then, please let us know if you would like us to proceed with an investigation.

"The order has been damaged in transit"

We are sorry to hear that your product has arrived damaged.

Please take some photos of the item that show the damage and email them to, including your order number in the subject line. We’ll make an assessment of the images and be in touch soon.

"The wrong item has been delivered"

We’re sorry to hear that the wrong item has been delivered. Before contacting us, please double check your order confirmation and the item received to ensure that you ordered a different item to the one received.

If this is the case, please email with your order number in the subject line and include pictures of the item received. A member of our team will then be in contact to help resolve the issue.

Returns & Refunds

"Change of mind and want to return item(s)"

In order to obtain a full refund, you’ll need to inform us you'd like to return your items within 14 days of receiving them, and they’ll need to be in an as new condition. iHoverboard defines “as new condition” as unridden, with all parts, manuals and accessories included in the original box and packaging.

Returned items will be checked by one of our specialists to ensure that they meet the criteria set out in this returns policy. Please ensure all items are packed in the original box safely and securely. It is important to ensure that adequate packaging is used, as any damage in transit may mean that we are unable to accept your return.

If your product is returned to us without all of the internal packaging, is damaged or shows signs that it has been used, we will not be able to accept this as a return. This product will then be sent back to you.

Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original purchase. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt. This does not affect your statutory rights.

"How to cancel an order"

If you would like to cancel your order please send an email to, including your order number and quoting “cancel” in the subject line.

Unfortunately, sometimes we are not able to cancel orders due to the speed at which we process them. In these cases, you will need to refuse the delivery so that the items are returned back to us free of charge.

"Electric scooter does not turn on"

Please ensure you have fully charged your e-scooter before you attempt to use it. The light on your charger will turn from red to green once the e-scooter is ready to use.

To turn the e-scooter on you will need to hold the on/off button for three seconds. Many e-scooters come with a safety feature where they won’t start from a standstill. This is to stop you from accidentally hitting the throttle and the e-scooter potentially shooting out from under you.

When you're ready to use the e-scooter, to get the motor to work you need to kick off and be moving at a slow walking pace. A single firm push should be enough: simply press throttle and the motor will kick in.

"How long does a refund take to process?"

Once confirmation of the acceptance of the refund has been received, it takes up to 14 days to process the refund. Once it’s been processed, it can take up to a further five working days for the money to appear in your account.

Please note that all refunds go back to the same payment method that was used for purchase.

"Refund not received"

Refunds can take up to 14 days to be processed once received back at our workshop, if you returned your item to store, the refund can be processed on the same day.

Once it’s been processed, it can take up to a further 5 working days for the money to appear in your account.

Please note that all refunds go back to the same payment method that was used for purchase.

If the money does not appear in your account within 5 working days, please contact your bank to confirm if they have record of the transaction, they should then be able to confirm when you can expect the money to appear. If your bank is unable to provide you with this detail, or you are still concerned about your refund, please email and one of our advisors will be in touch.

Product Support

"Warranty for Hoverboard and E-scooters"

iHoverboard include a 6-month warranty against original defects in material and workmanship from the date of receipt. This covers the cost of labour and parts required to maintain your e-scooter and hoverboard in proper working order for the 6 month warranty period.

"How long does an electric scooter or bike take to charge?"


The charge time on your e-scooter or hoverboard will vary based on the size of the battery and power of the charger. In most cases it is between 3-8 hours, from zero charge.

For estimated product-specific charge times, consult the user manual or the product page on our site.

"Charger not working"

In order to confirm if your charger is working, please plug it in to both the wall and the e-scooter / hoverboard. If the product is not fully charged there should be a red light on the charger or battery that turns green once charging is complete.

If you require a new charger, please check our website where we stock a range of chargers: Batteries and Chargers.

"Can an electric scooter be used in the rain?"

This depends on the model’s IP rating (e.g. IP65), where the second digit refers to water resistance.

Generally, a rating of 5 or higher indicates good water resistance – models carrying this rating can usually be ridden in the rain.

Remember: it’s always worth checking that the model’s warranty also covers water resistance to the IP rating standard. This is a good sign of the manufacturer’s confidence in the quality of its products and ensures that you’ll be covered if something goes wrong.