Free Shipping on All Electric Scooter Orders
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CONTACT US
Feel free to contact us any time. OKAI will get back to you
as soon as we can.

Our warehouse address

1458 East Mission Boulevard, Pomona CA 91766
OKAI, Inc

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Our Policy

Shipping Policy

Our delivery partners: Fedex

Free Shipping on All Electric Scooter Orders in US

Standard Shipping Time

Items will ship within 1-2 business days of purchase. Depending upon your location, time in transit typically ranges from 1-8 business days.
In West Coast like CA, time in transit typically range 2-4 business days;
In East Coast like NY, time in transit typically range 4-8 business days.

Holiday Shipping Time

The shipping time for holiday purchases may vary. We will continue to update the expected delivery windows on our site.

Urgent Delivery Service

If you need to deliver the product within 1-2 days, please contact us via email ([email protected]) to receive a quote.

Shipping Availability Restrictions

We only ship within the Continental United States. We DO NOT ship to Hawaii or Puerto Rico. Nor do we ship to APO/FPO addresses.

Tracking A Shipment

1. Head to the Order Tracking Page.
2. Fill in the order ID and billing email.
3. Submit the form.
4. You will receive an email about the shipment status of your order from our support staff.

Tracking A Shipment

To track your order please enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received.

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Warranty and Return Policy

Provisions On OKAI Warranty and Return Policy

Basic Information

1. Okai will be responsible for correcting any and all manufacturing defects incurred under normal use within the allotted warranty period. For your records, we recommend you save your original sales receipt along with your product manual. Note the serial number directly on your product manual for reference.

2. If the product fails or arrives with missing parts necessary for use, please contact the OKAI support staff at this email address: [email protected]

Warranty Policy

To safeguard your interests and provide the best service support for your product, in accordance with the relevant national laws and provisions across the three listed guarantees of after-sales services (the “Three-Guarantee Standard for Vehicle Parts”), the specific provisions on warranty policy are as follows:

Detailed clauses

  • Without limitation to your legal rights, the following claims may only be made within a maximum of 1 year following the purchase date of the product.
  • If the product you received has any quality issue, or does not match your actual purchase order and must be returned, you need to provide the corresponding invoice/purchase receipt, and our company will cover the fee for you.

Exceptions to the warranty

In the following cases, the sold product is beyond the scope of our repair services and you will be responsible for any fees for its repair.
  • The sold product is beyond the prescribed service period and scope, per the timelines established in “Three-Guarantee Standard for Vehicle Parts.”
  • The sold product is damaged due to the failure to use, drive, maintain and/or adjust the vehicle correctly according to the user manual.
  • The sold product is damaged due to rain, ice, snow, smoke, chemicals or chemical corrosion.
  • The loss is beyond the warranty scope and the sold product is affected by force majeure (including but not limited to earthquakes, typhoons, fire, flood, social incidents, mass incidents, violent crimes, etc.), which cause failure or damage.
  • You have not normally used and/or maintained the battery or have stored it for more than the maximum storage safety period of three months (the whole vehicle is plugged in and stored for more than one month, and the initial power for separate storage is less than 50% for more than three months). Failure to charge the battery causes under-voltage of the battery feed, which cannot be repaired.
  • You have not repaired the sold product at an officially authorized service location, but refitted, disassembled, repaired, and damaged the entire product as well as normal use of its parts.
  • Your use of non-original accessories has damaged the parts of the product or you have changed the circuitry or wiring configuration without authorization.
  • Product failure and damage caused by human factors such as crashing, overloading, speeding, etc. during your driving.
  • Lack of valid three-guarantee certificates, after-sales service card or product purchase invoice, or the certificate or card number you provide does not match that of the product.
  • You have altered or changed the three-guarantee service date of the product and its parts without authorization.

Three-Guarantee Standard For Vehicle Parts

Item(s)Warrant contentWarranty length
Main engineFrame assembly, wheel hub motor assembly, controller assembly, handle, instrument assembly, straight front rod and charging portOne year
PartsBattery assembly, charger, brake handle and finger-operating throttleSix months
Vulnerable parts of appearanceHandle covers, front fenders, rear fenders, plastic pedals, reflective stickers, parking bracket assembly and rubber plugThree months
Detailed clauses Exceptions to the warranty The right of final interpretation of this warranty card belongs to Zhejiang Okai Vehicle Co., Ltd.

Return Policy

Product purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to OKAI directly. Products purchased through OKAI website must meet the terms and conditions below:

Returning products within 30 days of receiving the product:

Product purchased from OKAI website may only be returned by the original purchaser within 30 days from the date the product was received. The refund will be back to the original method of payment. The customer will be responsible for return shipping cost and a 10% restocking fee for any new, unused products in the original package. Any products that have been lightly used out of the box and/or ridden will carry a restocking fee of 20% if returned. To initiate a return, please contact us /or submit a return ticket(return request form) with your receipt or proof of purchase. Please do not send your product back without contacting us first. Please do not send your purchase back to our manufacturer. Please follow the following steps to return the product: 
  1. Apply a return authorization number(RAN) by submitting a request form.
  2. Receiving the mail of an RAN by OKAI.
  3. Packed the product securely in the original packaging.
  4. Marked your RAN  clearly on the outside of the package or the item will be refused.
  5. A proof of your original purchase is required.
Once the product is received & inspected at our facility, your refund will be processed and a credit will automatically be applied to your original method of payment within 2-5 business days. Any product not in its original condition, damaged or missing parts or accessories for reasons not due to our error, or any item that is returned more than 30 days after delivery, will not be returned or refund. Please allow 1-2 billing cycles for the credit to appear on your statement. If you haven’t received your refund within this time and have checked with your bank, please contact us at [email protected]

Cancellation Policy

If you have placed an order, we may be able to cancel the order if we receive the cancellation within a 60-minute window of order processing. Please give us a call as soon as you have made the decision that you no longer want the order. Contact us with any order cancellations at +1-(626)-343-2099 or email [email protected] 

Special Consideration

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please call us for special instructions at +1-909-295-4718.

Registration, Claim and Refund

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FAQ


To safeguard your interests and provide the best service support for your product, in accordance with the relevant national laws and provisions across the three listed guarantees of after-sales services (the "Three-Guarantee Standard for Vehicle Parts"), the specific provisions on warranty policy are as follows:

Three-Guarantee Standard For Vehicle Parts

Item(s)Warrant contentWarranty length
Main engineFrame assembly, wheel hub motor assembly, controller assembly, handle, instrument assembly, straight front rod and charging portOne year
PartsBattery assembly, charger, brake handle and finger-operating throttleSix months
Vulnerable parts of appearanceHandle covers, front fenders, rear fenders, plastic pedals, reflective stickers, parking bracket assembly and rubber plugThree

Please go to warranty page for more detailed warranty policy.

Travelling with your electric scooter depends on the regulations of the transportation carrier and local laws governing personal mobility devices. Consult your transport providers about the guidelines of bringing your electric scooter on board, particularly in regards to:
  1. Battery type and size
  2. Baggage size limit for e-scooters
  3. Method of packing your e-scooter
OKAI electric scooters are legally allowed to be used in certain countries like the U.S. For a select few other countries like Germany, our scooters are compliant with regulations and you are legally permitted to ride them on the road.
Please kindly follow these instructions to get your problem fixed:
  1. Go to our maintenance page.
  2. Choose the issue as “Warranty Maintenance” if your product is still in the warranty period or “Non-Warranty Maintenance” if the warranty has expired.
  3. Fulfill your purchase information and product information.
  4. Submit the form.
  After submission, you will receive a confirmation email.   Please kindly give us some time to verify the information and track all the issues. Our support team will contact you ASAP.
For all refunds, kindly refer to our return policy here and follow these instructions to receive a refund on your vehicle order:
  1. Go to our refund page.
  2. Choose the issue as “14-Day Return and Refund.”
  3. Fulfill your purchase information and product information.
  4. Submit the form.
After submission, we will email you confirmation that we have received your message. Please kindly give us some time to verify the information you provide and track all the issues. Our support team will contact you ASAP.
Electric scooters’ lithium-ion batteries should be replaced every 2-3 years to ensure an optimum transit experience.
All OKAI scooters are powered by rechargeable batteries that need to be recharged. The charging time is dependent on the electric scooter model. The standard charging time for a standard battery ranges between 2 to 4 hours for a full charge.
OKAI electric scooters are waterproof to some degree, and vary from model to model. We advise against immersing your scooter in water.
The maximum weight permitted to ride an OKAI varies depending on the model. Kindly read your OKAI user manual which states the maximum load for your personal transporter.
OKAI electric scooters are as safe as riding a bike. Our scooters are made of high-quality materials, including aircraft-grade alloy, and are designed to be weather-resistant. We advise our users to practice all safety precautions as they would with any physical activity.
You have not normally used and/or maintained the battery, and/or stored it for more than the maximum storage safety period of three months (the whole vehicle is plugged in and stored for more than one month, and the initial power for separate storage is less than 50% for more than three months). Failure to charge the battery properly causes undervoltage of the battery feed, which cannot be repaired.
On average, electric scooter batteries will last between 3 to 5 years, or 400 to 500 charge cycles. This lifespan is determined by a number of factors, such as how often and how fast the vehicle is ridden. Proactive maintenance can help to extend your battery’s lifespan, such as storing it in a cool place out of sunlight, and not letting the battery go unused for long periods of time.
Yes. Although each city and state differs regarding helmet laws and electric scooters, we strongly encourage ALL riders to wear a helmet.
Yes, by integrating research, development, production and supply chain capabilities, OKAI is empowering electric scooter sharing companies around the globe and empowering people everywhere to move across their cities, campuses, and communities in ways that are safe, simple and fun.
OKAI is a multinational team with more than 17 years of micro-mobility experience. We address the “first & last mile” problem with high quality, high-performance electric vehicles that redefine the present and future of transportation. OKAI is here to leave an impact, not a carbon footprint.
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Know More About

Street Legal Electric Scooter

The Type and Instruction of Streevt Legal Electric Scooter

As with any emerging technology, the explosion of interest in electric scooters has led to some confusion about their legality and the regulations that govern them. Whether or not a street legal electric scooter meets the threshold of being ‘street legal’ depends on what jurisdiction you’re in and what their specific laws are.

Of course, it’s impossible to fully cover the patchwork of laws that govern what is and is not street legal on American roads. Still, we’ll go over two representative examples: California, Florida. This should give you some idea of what’s at stake when we talk about whether or not an electric scooter is technically a street-legal electric scooter.

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