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Frequently Asked Questions
Find Answers To All Your Questions
Orders, Payments & Shipping
Returns, Refunds & Warranty
Mobility Scooter
Electric Bikes
Electric Scooters
What payment methods do you accept?
Can I pay in installments? What’s the interest rate?
Yes! You can check your purchasing power and available installment options on each product page.
Do you offer a new customer discount?
Yes! Subscribe to our email and SMS alerts to get $30 off your first order over $100. The code will be sent to your email.
How do I cancel or change my order?
If your order hasn’t shipped, contact us via live chat or email. We’ll do our best to cancel or update it.
Can I change my shipping address after placing an order?
Yes, reach out to us via email or live chat as soon as possible before your order ships.
Do you offer free shipping?
Yes! Free shipping on all scooters and bikes. For accessories, orders must be over $60 to qualify.
How long does shipping take?
* Processing: 1–2 business days
* Delivery: 3–5 business days (up to 7 days for coast-to-coast)
Which carriers do you use?
UPS, DHL, and FedEx.
Do you ship everywhere in the U.S.?
We currently do not ship to Hawaii, Alaska, P.O. Boxes, or APO addresses.
Where do you ship from?
All orders are shipped from our Dallas, Texas warehouse.
Can I pick up my order locally?
Yes, local pickup is available in Plano, TX. Please place your order online first.
Do you have a physical store?
Not yet! We're currently online-only, but a physical location is in the works.
When does a sale end?
Each product page lists the promotion’s end date.
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be brand new, unused, and in original packaging with all accessories included.
How do I start a return?
1. Email us at support.us@hoverflys.com(mailto:support.us@hoverflys.com) with your order number and photos/videos.
2. Repack the product safely in its original box.
3. Refunds will be processed within 2–3 business day after approval.
Who pays for return shipping?
Customers are responsible for return shipping unless the return is due to a can't repair quality issue.
Are there any non-returnable items?
Yes, including accessories, gift cards, giveaway items, products from unauthorized resellers, and used/damaged products.
Can I exchange my item for another model?
Yes, if the item is unopened and unused with original packaging.
How long does a return/exchange take?
Processing typically takes 3–6 business days after we receive your item
When will I get my refund?
Approved refunds are issued within 3 business days. Bank processing times may delay the transfer slightly.
What if my item arrives damaged or incorrect?
Contact us immediately with photos/videos. We'll resolve it ASAP. If you purchased Route Shipping Protection, you can also file a claim directly through them.
What’s covered by your warranty?
All mobility scooters, e-scooters, and e-bikes come with a 1-year warranty. Accessories are not covered.
What’s not covered under warranty?
Damage from misuse, accidents, unauthorized repairs, overcharging, or use of third-party chargers. Tampering or missing serial numbers will void the warranty.
How do I file a warranty claim?
Email support.us@hoverflys.comwith proof of purchase and damage details (photos/videos).
Who pays for warranty shipping?
Customers pay for shipping. We offer discounted labels.
Will I receive a new product for replacement?
Replacements may be new, refurbished, or gently used (e.g., scratched/dented stock).
What is the driving range of each scooter?
T5: Up to 17 miles on a single charge.
T4: Up to 12.4 miles per charge.
T3: Up to 13 miles per charge.
What is the maximum speed?
T5: 5 MPH
T4: 3.7 MPH
T3: 3.75 MPH
What is the weight capacity?
All models support up to 330 lbs, though performance (like speed) may reduce when nearing that limit.
Can the scooters be used on grass or gravel?
T5: Yes. Strong performance on outdoor terrain including grass and gravel.
T4: Yes. Handles light grass and gravel surfaces.
T3: Not recommended. Best for smooth, indoor, or paved paths only.
Are the batteries removable?
T5: Yes, fully removable for easy charging.
T4: Yes, easily detachable.
T3: No, the battery is built-in. A removable second battery will be sold separately soon.
Can I take it on an airplane?
No. These scooters use high-capacity batteries that typically exceed airline travel limits.
What is included in the box? Is it assembled?
T5: 90% pre-assembled. You only need to attach the seat and basket.
T4: Also 90% pre-assembled; very easy setup.
T3: 95% pre-assembled. Just attach the seat and basket — takes about 20 seconds.
Do the seats rotate?
T5: Yes, 360° swivel seat.
T4: Yes, 360° swivel seat.
T3: No, fixed seat design.
How long does charging take?
T5: 8 hours
T4: 6 hours
T3: 6 hours
Do they support 110V and 220V charging?
Yes. All chargers support 100–240V input and are safe to use in most countries.
Are there armrests?
T5: Yes
T4: Yes
T3: No
What rider height do these support?
All models are suitable for users 5'1" to 6'2" (155–190 cm).
Are these scooters FDA-certified?
We currently do not have FDA certification for these models.
Can I order by phone?
Yes. Just provide your shipping details, model, color, and quantity. We’ll email you an invoice to complete payment.
Why does the manual list 264 lbs weight capacity, but the website says 330 lbs?
The scooter supports up to 330 lbs, but optimal performance (top speed) is achieved around 264 lbs. Near the weight limit, the scooter may run slightly slower.
Where can I find the product manuals?
All manuals are available here: Hoverfly User Manuals
What kind of tires do they have?
H3 & Nephele: 16-inch integrated wheel hub tires – compact and city-friendly.
OUREA: 26-inch spoke wheels – better for rough terrain and outdoor biking.
Do these bikes have pedal assist and throttle modes?
Yes. H3 & Nephele: 1 level pedal assist + twist throttle.
OUREA: 5-level pedal assist + thumb throttle + Shimano 7-speed gear system.
Are the e-bikes pre-assembled?
They arrive 85% pre-assembled. Basic setup (like attaching handlebars or pedals) is required. Instructions are included.
Do the bikes come with lights?
Yes.
H3 & Nephele: Front white headlight and red taillight with brake flash.
OUREA: Front white headlight and rear reflector.
Is there a digital display?
H3 & Nephele: Basic LED battery indicator.
OUREA: LED display shows battery level, gear, and front light indicator.
What’s included in the box?
Each package includes the e-bike, charger, user manual, tool kit, keys, and any pre-installed accessories (bell, light, etc.).
What is the recommended tire pressure?
H3 & Nephele: 35–45 PSI.
OUREA: 40–65 PSI
Are there any current discounts?
H3: Use coupon SAVE50 for $50 off ($579.99 → $529.99)
Nephele: $549.99 (no additional coupon needed)
OUREA: Use coupon EBIKE50 for $50 off ($549.99 → $499.99)
Edit date: July 8th, 2025.
What are the main differences between the H3, Nephele, and OUREA e-bikes?
H3 & Nephele: Both are foldable, fat-tire e-bikes ideal for urban commuting. They share similar size, weight, and specs.
OUREA: A non-folding mountain-style e-bike with larger tires, higher torque, and a more powerful motor for longer rides and outdoor terrain.
How fast can these e-bikes go?
H3 & Nephele: Max speed is 15.5 MPH.
OUREA: Max speed is 20 MPH thanks to its stronger 500W (750W peak) motor.
What’s the maximum range per charge?
H3 & Nephele: Up to 15.5 miles on throttle, 25 miles with pedal assist.
OUREA: Up to 22 miles on throttle, 40 miles with pedal assist.
Are these bikes suitable for beginners or teenagers?
Yes! All models are suitable for riders aged 13+ and support up to 264 lbs.
Do these bikes fold for easy storage or transport?
H3 & Nephele: Yes, both are foldable, making them great for apartments or car trunks.
OUREA: Not foldable, but built for stability and performance on longer or rugged rides.
How long does it take to fully charge the battery?
All models take approximately 5.5 hours to fully charge.
Are the batteries removable?
Yes, all three e-bikes come with removable batteries for easy charging
What is the top speed of each scooter?
Z6: Up to 22 MPH (fastest!)
X3 / X5: Up to 20 MPH
Z5 / X1 / GXL Max / XR Elite: Up to 15.5 MPH
How far can I ride on a single charge?
Z6 / X5: Up to 25 miles
Z5: Up to 18.6 miles
X3: Up to 18 miles
XR Elite: Up to 18 miles
GXL Max: Up to 16 miles
X1: Up to 10 miles
How long does it take to fully charge each scooter?
X1 / GXL Max / XR Elite: ~4 hours
Z6 / Z5 / X3: ~5.5 hours
X5: ~6 hours
What’s the motor power of each scooter?
Z6: Peak 750W
Z5: Peak 550W
X3 / X5: 500W
GXL Max / XR Elite: 300W
X1: 250W
Which scooters are best for hilly areas or heavier loads?
Z6, with its 750W peak motor, and X5/X3, with 500W, are ideal for better climbing and heavier riders (up to 264 lbs).
What is the maximum weight each scooter can carry?
Z6 / Z5 / X3 / X5: Up to 264 lbs
X1 / GXL Max / XR Elite: Up to 220 lbs
Can I carry cargo or groceries with these scooters?
Z6: Up to 55 lbs cargo capacity
Z5: Up to 39.6 lbs
Other models: No cargo support built-in
What kind of brakes do they have?
Z6 / Z5: Dual drum brakes (strong stopping power)
X1 / X5 / GXL Max / XR Elite: Rear disc + EABS brakes
X3: Rear disc brake
What tires come with the scooters? Are they air-filled or solid?
Z6 / Z5: 14" air-filled/pneumatic tires
X1: 8.5" honeycomb airless tires
X3 / X5 / GXL Max: 10" solid tires
XR Elite: 8.5" air-filled tires
Which scooters are easiest to carry or commute with?
X1 (31.55 lbs), XR Elite (32 lbs), and GXL Max (33.69 lbs) are the lightest and great for short commutes.
Z6 (65 lbs) and Z5 (48.8 lbs) are heavier, offering better stability and performance, but are less portable.
🏆 Which Hoverfly scooter is right for me?
For Long Range & Power: Choose Z6 or X5
For Budget & Light Use: Go with X1 or GXL Max
For Commuting with Cargo: Z6 or Z5
For Mid-Power, Balanced Ride: X3 or XR Elite
Orders, Payments & Shipping
What payment methods do you accept?
💳 Credit/Debit Cards (Visa, MasterCard, American Express, Discover，Diners Club, )
🅿️ PayPal
📱 Apple Pay, Google Pay, Amazon Pay and shop pay (available on supported devices)
Can I pay in installments? What’s the interest rate?
Yes! You can check your purchasing power and available installment options on each product page.
Do you offer a new customer discount?
Yes! Subscribe to our email and SMS alerts to get $30 off your first order over $100. The code will be sent to your email.
How do I cancel or change my order?
If your order hasn’t shipped, contact us via live chat or email. We’ll do our best to cancel or update it.
Can I change my shipping address after placing an order?
Yes, reach out to us via email or live chat as soon as possible before your order ships.
Do you offer free shipping?
Yes! Free shipping on all scooters and bikes. For accessories, orders must be over $60 to qualify.
How long does shipping take?
* Processing: 1–2 business days
* Delivery: 3–5 business days (up to 7 days for coast-to-coast)
Which carriers do you use?
UPS, DHL, and FedEx.
Do you ship everywhere in the U.S.?
We currently do not ship to Hawaii, Alaska, P.O. Boxes, or APO addresses.
Where do you ship from?
All orders are shipped from our Dallas, Texas warehouse.
Can I pick up my order locally?
Yes, local pickup is available in Plano, TX. Please place your order online first.
Do you have a physical store?
Not yet! We're currently online-only, but a physical location is in the works.
When does a sale end?
Each product page lists the promotion’s end date.
Returns, Refunds & Warranty
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be brand new, unused, and in original packaging with all accessories included.
How do I start a return?
1. Email us at support.us@hoverflys.com(mailto:support.us@hoverflys.com) with your order number and photos/videos.
2. Repack the product safely in its original box.
3. Refunds will be processed within 2–3 business day after approval.
Who pays for return shipping?
Customers are responsible for return shipping unless the return is due to a can't repair quality issue.
Are there any non-returnable items?
Yes, including accessories, gift cards, giveaway items, products from unauthorized resellers, and used/damaged products.
Can I exchange my item for another model?
Yes, if the item is unopened and unused with original packaging.
How long does a return/exchange take?
Processing typically takes 3–6 business days after we receive your item
When will I get my refund?
Approved refunds are issued within 3 business days. Bank processing times may delay the transfer slightly.
What if my item arrives damaged or incorrect?
Contact us immediately with photos/videos. We'll resolve it ASAP. If you purchased Route Shipping Protection, you can also file a claim directly through them.
What’s covered by your warranty?
All mobility scooters, e-scooters, and e-bikes come with a 1-year warranty. Accessories are not covered.
What’s not covered under warranty?
Damage from misuse, accidents, unauthorized repairs, overcharging, or use of third-party chargers. Tampering or missing serial numbers will void the warranty.
How do I file a warranty claim?
Email support.us@hoverflys.comwith proof of purchase and damage details (photos/videos).
Who pays for warranty shipping?
Customers pay for shipping. We offer discounted labels.
Will I receive a new product for replacement?
Replacements may be new, refurbished, or gently used (e.g., scratched/dented stock).
Mobility Scooter
What is the driving range of each scooter?
T5: Up to 17 miles on a single charge.
T4: Up to 12.4 miles per charge.
T3: Up to 13 miles per charge.
What is the maximum speed?
T5: 5 MPH
T4: 3.7 MPH
T3: 3.75 MPH
What is the weight capacity?
All models support up to 330 lbs, though performance (like speed) may reduce when nearing that limit.
Can the scooters be used on grass or gravel?
T5: Yes. Strong performance on outdoor terrain including grass and gravel.
T4: Yes. Handles light grass and gravel surfaces.
T3: Not recommended. Best for smooth, indoor, or paved paths only.
Are the batteries removable?
T5: Yes, fully removable for easy charging.
T4: Yes, easily detachable.
T3: No, the battery is built-in. A removable second battery will be sold separately soon.
Can I take it on an airplane?
No. These scooters use high-capacity batteries that typically exceed airline travel limits.
What is included in the box? Is it assembled?
T5: 90% pre-assembled. You only need to attach the seat and basket.
T4: Also 90% pre-assembled; very easy setup.
T3: 95% pre-assembled. Just attach the seat and basket — takes about 20 seconds.
Do the seats rotate?
T5: Yes, 360° swivel seat.
T4: Yes, 360° swivel seat.
T3: No, fixed seat design.
How long does charging take?
T5: 8 hours
T4: 6 hours
T3: 6 hours
Do they support 110V and 220V charging?
Yes. All chargers support 100–240V input and are safe to use in most countries.
Are there armrests?
T5: Yes
T4: Yes
T3: No
What rider height do these support?
All models are suitable for users 5'1" to 6'2" (155–190 cm).
Are these scooters FDA-certified?
We currently do not have FDA certification for these models.
Can I order by phone?
Yes. Just provide your shipping details, model, color, and quantity. We’ll email you an invoice to complete payment.
Why does the manual list 264 lbs weight capacity, but the website says 330 lbs?
The scooter supports up to 330 lbs, but optimal performance (top speed) is achieved around 264 lbs. Near the weight limit, the scooter may run slightly slower.
Where can I find the product manuals?
All manuals are available here: Hoverfly User Manuals
Electric Bikes
What kind of tires do they have?
H3 & Nephele: 16-inch integrated wheel hub tires – compact and city-friendly.
OUREA: 26-inch spoke wheels – better for rough terrain and outdoor biking.
Do these bikes have pedal assist and throttle modes?
Yes. H3 & Nephele: 1 level pedal assist + twist throttle.
OUREA: 5-level pedal assist + thumb throttle + Shimano 7-speed gear system.
Are the e-bikes pre-assembled?
They arrive 85% pre-assembled. Basic setup (like attaching handlebars or pedals) is required. Instructions are included.
Do the bikes come with lights?
Yes.
H3 & Nephele: Front white headlight and red taillight with brake flash.
OUREA: Front white headlight and rear reflector.
Is there a digital display?
H3 & Nephele: Basic LED battery indicator.
OUREA: LED display shows battery level, gear, and front light indicator.
What’s included in the box?
Each package includes the e-bike, charger, user manual, tool kit, keys, and any pre-installed accessories (bell, light, etc.).
What is the recommended tire pressure?
H3 & Nephele: 35–45 PSI.
OUREA: 40–65 PSI
Are there any current discounts?
H3: Use coupon SAVE50 for $50 off ($579.99 → $529.99)
Nephele: $549.99 (no additional coupon needed)
OUREA: Use coupon EBIKE50 for $50 off ($549.99 → $499.99)
Edit date: July 8th, 2025.
What are the main differences between the H3, Nephele, and OUREA e-bikes?
H3 & Nephele: Both are foldable, fat-tire e-bikes ideal for urban commuting. They share similar size, weight, and specs.
OUREA: A non-folding mountain-style e-bike with larger tires, higher torque, and a more powerful motor for longer rides and outdoor terrain.
How fast can these e-bikes go?
H3 & Nephele: Max speed is 15.5 MPH.
OUREA: Max speed is 20 MPH thanks to its stronger 500W (750W peak) motor.
What’s the maximum range per charge?
H3 & Nephele: Up to 15.5 miles on throttle, 25 miles with pedal assist.
OUREA: Up to 22 miles on throttle, 40 miles with pedal assist.
Are these bikes suitable for beginners or teenagers?
Yes! All models are suitable for riders aged 13+ and support up to 264 lbs.
Do these bikes fold for easy storage or transport?
H3 & Nephele: Yes, both are foldable, making them great for apartments or car trunks.
OUREA: Not foldable, but built for stability and performance on longer or rugged rides.
How long does it take to fully charge the battery?
All models take approximately 5.5 hours to fully charge.
Are the batteries removable?
Yes, all three e-bikes come with removable batteries for easy charging
Electric Scooters
What is the top speed of each scooter?
Z6: Up to 22 MPH (fastest!)
X3 / X5: Up to 20 MPH
Z5 / X1 / GXL Max / XR Elite: Up to 15.5 MPH
How far can I ride on a single charge?
Z6 / X5: Up to 25 miles
Z5: Up to 18.6 miles
X3: Up to 18 miles
XR Elite: Up to 18 miles
GXL Max: Up to 16 miles
X1: Up to 10 miles
How long does it take to fully charge each scooter?
X1 / GXL Max / XR Elite: ~4 hours
Z6 / Z5 / X3: ~5.5 hours
X5: ~6 hours
What’s the motor power of each scooter?
Z6: Peak 750W
Z5: Peak 550W
X3 / X5: 500W
GXL Max / XR Elite: 300W
X1: 250W
Which scooters are best for hilly areas or heavier loads?
Z6, with its 750W peak motor, and X5/X3, with 500W, are ideal for better climbing and heavier riders (up to 264 lbs).
What is the maximum weight each scooter can carry?
Z6 / Z5 / X3 / X5: Up to 264 lbs
X1 / GXL Max / XR Elite: Up to 220 lbs
Can I carry cargo or groceries with these scooters?
Z6: Up to 55 lbs cargo capacity
Z5: Up to 39.6 lbs
Other models: No cargo support built-in
What kind of brakes do they have?
Z6 / Z5: Dual drum brakes (strong stopping power)
X1 / X5 / GXL Max / XR Elite: Rear disc + EABS brakes
X3: Rear disc brake
What tires come with the scooters? Are they air-filled or solid?
Z6 / Z5: 14" air-filled/pneumatic tires
X1: 8.5" honeycomb airless tires
X3 / X5 / GXL Max: 10" solid tires
XR Elite: 8.5" air-filled tires
Which scooters are easiest to carry or commute with?
X1 (31.55 lbs), XR Elite (32 lbs), and GXL Max (33.69 lbs) are the lightest and great for short commutes.
Z6 (65 lbs) and Z5 (48.8 lbs) are heavier, offering better stability and performance, but are less portable.
🏆 Which Hoverfly scooter is right for me?
For Long Range & Power: Choose Z6 or X5
For Budget & Light Use: Go with X1 or GXL Max
For Commuting with Cargo: Z6 or Z5
For Mid-Power, Balanced Ride: X3 or XR Elite
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