Every effort to ensure the accuracy of the information provided. However, all information contained is preliminary. Product specifications, configurations, and system/components are subject to change without notice. Information will be updated when available.
Delivery Information
Thank you for shopping with OKAI.co!
At OKAI, we value each and every customer, and customer satisfaction is always our top priority. We are committed to processing and shipping your order as quickly as possible. We sincerely appreciate your patience and understanding.
Shipping & Delivery
We ship orders through trusted carriers, including UPS, USPS, FedEx, and Pilot Freight Home delivery service.
Currently, OKAI ships to the lower 48 states only. Customers located in Alaska, Hawaii, Puerto Rico, and the Key West region should contact our Customer Service team for available shipping options at support.us@okai.co.
Delivery times vary depending on your location and the shipping method selected for your order.
- Orders are generally processed within 1–3 business days, Monday through Friday. Processing time does not include shipping time.
- In-stock products are typically shipped on the next business day.
- For pre-order or back-order items, please refer to the estimated shipping date listed on the product page.
- Once your order has shipped, you will receive a shipping confirmation email with your tracking number. You can use the tracking number on the carrier's website to view the estimated delivery date.
- Delivery delays or exceptions may occur due to federal holidays, severe weather, carrier delays, failed delivery attempts, or other circumstances beyond our control.
- OKAI does not guarantee a specific delivery date or shipping timeline.
- Currently, OKAI does not offer overnight shipping.
How to Track Your Order
By Email
Once your order has shipped, you will receive a shipping confirmation email from our warehouse with your tracking number.
If you need assistance checking your order status, please contact our Customer Service team at support.us@okai.co.
Online
You can also check your order status by visiting OKAI.co:
- Click “My Account.”
- Select “My Orders.”
- Find the order you would like to track.
Order Cancellation & Shipping Fees
How to Request an Order Cancellation
Need to cancel your order? You can easily submit a cancellation request directly from your Order Confirmation email.
- Open your Order Confirmation email.
- Click “View your Order.”
- Select “Cancel Items”
- Submit your cancellation request.
Once your request has been submitted, our team will review it. You will receive a confirmation email letting you know whether your cancellation request has been approved or declined.
Please note: Cancellation requests are subject to order status and processing. Submitting a cancellation request does not guarantee that your order can be canceled.
24-Hour Cancellation Window: All cancellation requests must be submitted online or via email to support.us@okai.co within 24 hours of placing the order. We strive to process and ship orders as quickly as possible, typically within 24 hours. Therefore, cancellation requests received after this 24-hour window may not be able to be accommodated.
Cancellation Before Shipment: If your cancellation request is received and confirmed before your order has shipped, no cancellation or shipping fee will apply.
Cancellation After Shipment: If your order has already shipped and a tracking number has been provided before we receive your cancellation request, the customer will be responsible for both the original shipping cost and the return shipping cost, even if the order originally qualified for free shipping.
Free Shipping Orders: For orders that were offered free shipping, the following shipping fees will apply if the order is canceled after shipment:
Small & Medium Scooters: $90 each way ($180 total round-trip shipping)
OKAI Panther ES800 and All E-Bikes: $250 each way ($500 total round-trip shipping)
These fees cover the shipping costs incurred for both the original shipment to the customer and the return shipment back to our warehouse.
Refusal of Delivery: Refusing or declining delivery does not qualify as a cancellation before shipment. If the order has already shipped and a tracking number has been provided, the applicable two-way shipping charges will still be deducted from the refund.
Refunds: Once the canceled order is received and inspected, the applicable shipping charges will be deducted from the amount refunded to the customer.
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