FAQ

All of our scooters and bikes are 'Certified Refurbished' which means they aren't technically 'new' although they have all been serviced and passed through our rigorous 97-point checking procedure.

We offer 3 different e-scooter grades:

Mint Condition: Sold in as-new condition, these are often ex-display models meaning they are virtually new!
Mint scooters have between 0-49km of use

Good Condition: Scooters that have had very little use but may have some slight wear and signs of being ridden.
Good scooters have between 49-499km of use

Fair Condition: Scooters that have been ridden and enjoyed but come fully checked, serviced, and ready to ride. Fair condition scooters have had moderate use and a few age-related marks, such as visible scratches on the frame and wear on the tyres.
Fair scooters have 500+ km of use

We offer 3 different e-bike grades:

Excellent Condition: Our excellent bikes are in virtually brand new condition! They have little to no signs of use and have only been out of the box to be tested and serviced. 

Very Good Condition: These bikes have barely been ridden with less than 3 months of use. There may be some slight cosmetic wear visible but they are overall in great condition. Our approved used bikes come fully checked with our 16 point inspection.

Good Condition: E-bikes which have been ridden and enjoyed. These come fully checked, serviced, and ready to ride at bargain prices. 

All our e-scooters and e-bikes come with warranty, which varies depending on the condition on which the product was purchased as. 

A snapshot of our scooter warranties:

New & Mint: 6 month warranty
Good & Fair: 3 month warranty

All our bikes condition grades come with a 3 - 6 months mechanical warranty and additional 12 months structural warranty. 

We do not recommend that someone under 16 rides an adult-sized electric scooter, unless specifically recommended by the brand.

As most e-scooters have a folding mechanism, they can easily be taken on public and private transport.

However, we always advise checking the policy of the transport company before travelling. Please note that due to restrictions on transporting batteries, most of the products in our range cannot be taken on an aircraft.

At the moment, it’s against the law in the UK to ride an e-scooter on public highways, including pavements.

This is currently under UK Government review with a number of cities trialing the use of rental e-scooters. We’re unable to provide information on when these trials will come to a conclusion or what the results will be.

However, you can stay tuned by keeping an eye on our blog – there we publish the latest essential information related to e-scooter legality in the UK. You can find our blog here: Moose blog 

As privately-owned e-scooters are illegal to ride on public highways in the UK at the moment, it is not possible to get insurance on them for use outside of your home or on private land.

For use at home they can be covered under your standard home insurance policy. If you are unsure if yours is covered, please check with your insurance provider.

There are different types of insurance which may cover your e-bike.

You may have house insurance that includes cover for bikes within the home, but this will typically be up to a limited value (usually around £1,000). There are some household policies that will cover for use away from the home, but we would recommend contacting your insurance provider to enquire about what is and is not covered under your policy.

Due to the value of e-bikes, there are also specialist policies available.

We’re sorry if we haven’t responded to you yet – rest assured, we haven’t forgotten you! We aim to reply to all of our customers as quickly as we can. Usually we’re able to respond within 24 hours, however occasionally it can take a little longer – for example, if we’re experiencing high volumes. If you have sent us an email and not heard back, please check your junk/spam folder as sometimes our responses can end up there.

Moose.co offers a quick, and easy way when it comes to upgrading your e-scooter. We have a dedicated team who are available to guide you through the process of trading in your e-scooter or e-bike.

To trade in a e-scooter please click here

To trade in a e-bike please click here

We don’t recommend that you use an e-scooter if you’re close to or over the weight limit. E-scooters are designed to work properly and safely up to a maximum weight – often called a ‘maximum load’. Usage beyond this weight (e.g. a 95kg rider with a 10kg backpack riding an e-scooter rated to carry up to 100kg) can be hazardous and void the warranty, while increasing wear and tear on important components.

We appreciate that sometimes our customers can accidentally add the incorrect item to their bag before checkout. Unfortunately, sometimes we are not able to amend orders due to the speed at which we process them. In these cases, if you no longer require or want the item, you will need to refuse the delivery so that the items are returned back to us free of charge.

If you would like to try and amend your order please send an email to help@moose.co, including your order number and quoting “amend” in the subject line. If this is applicable to you, we will do our best to cancel your existing order and process a new one on your behalf.

E-scooters and E-bikes
Order before 2pm for FREE next working day delivery to England, Wales, Scotland. 

For Scottish Highlands and Islands, delivery will take one extra working day.

Orders placed after 2pm on Thursdays will be shipped on Mondays.

At the moment, we only offer one standard shipping option for e-scooters and accessories. This is a 48 hour service from the day of dispatch (for orders placed prior to 2pm).

After 2pm Thursday for 24 hours until 2pm Friday, we offer a Saturday delivery option for an additional fee of £9.99. 

For e-bikes we have several different options which are available once at the checkout. 

Your tracking information is usually emailed to you between 2 - 5 pm on the day of dispatch. If you have not received your tracking details, please check your spam/junk email inbox.

Please note that e-bikes require a pre-delivery inspection before being sent out. This can mean that they may take a couple of days longer before being dispatched.

If you place an order over the weekend (any time after 2pm on the Thursday), your order will not be dispatched until Monday.

You should receive your tracking information via email on the Monday. If by Tuesday you haven’t, please message the customer service team help@moose.co

Due to the speed at which we process orders, it’s not always possible to change the delivery address once an order has been placed. If you ordered within the last hour it may be possible for your order to be cancelled so you can re-order to the correct address, however we cannot guarantee this.

If you would like to amend your address or cancel your order, please email help@moose.co with the word “cancel” or "amend" and your order number in the subject line and one of our customer service agents will look into this for you.

Sometimes, our delivery partners recycle tracking numbers. This means that when you enter your tracking number, it can occasionally display a number of other parcels that have no relation to you or your address. This is normal – but we understand it can be confusing!

All of our items are currently dispatched from Bath, so please look for the parcel with tracking information, showing that it has been dispatched from there.

If you are still unsure or do not see tracking information dispatched from Kettering, please do get in contact with us at help@moose.co including your order number in the subject line and we’ll look into this for you.

If you know that you will not be in when the delivery is scheduled, you can leave a signed note on your door instructing the driver where to go with the package – either to a safe place or to be left with a neighbour. If you do not leave a note, the driver will reattempt delivery the next working day.

Important: Neither Moose nor the delivery partner is responsible for the security of your item once delivered if you choose this option.

If you miss your delivery the courier will attempt another the following day. If you miss two redelivery attempts, the items will be returned to our warehouse. If the driver is having issues delivering to your address, it’ll be marked on the tracking information page. If you find that this is the case, we recommend contacting the courier directly, using your tracking number for reference. Your tracking reference can be found through your emails.

Important: Neither Moose nor the delivery partner is responsible for the security of your item once delivered if you choose this option.

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.

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 help@moose.co, including your order number in the subject line. We’ll make an assessment of the images and be in touch soon.

Due to the size of our parcels, it is easy for small parts to be hidden and appear missing. If you’re struggling to locate the screws for your e-scooter or e-bike, these are often kept in a small bag taped to the product. It’s worth checking the handlebar grips for an attachment, just in case. Chargers are often packaged within a small box or with the manuals, so be careful not to throw these away.

If you ordered accessories as well as an e-bike or e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item. If you are still having trouble locating part of your order, please get in touch with us by emailing help@moose.co, including your order number in the subject line.

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 help@moose.co 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.

After purchase, it is extremely important that you keep your box in case of needing to send it back for repairs or a refund. If you do not have your box anymore, we will charge £15 for a replacement scooter box and £20 for a replacement bike box for one to be sent to you.

In most cases there is a small amount of assembly required for both e-scooters and e-bikes. An e-bike may need its handlebars straightening, pedals fitting, and seat post setting to the right height. We provide handy simple instructions inside the box. E-scooters usually need less setup time, normally needing just the handlebars or stem of the e-scooter to be attached. The tools and bolts needed come packaged with the e-scooter.

In most cases there is a small amount of assembly required for both e-scooters and e-bikes. An e-bike may need its handlebars straightening, pedals fitting, and seat post setting to the right height. We provide handy simple instructions inside the box. E-scooters usually need less setup time, normally needing just the handlebars or stem of the e-scooter to be attached. The tools and bolts needed come packaged with the e-scooter.

How often you need to service your e-scooter will depend on how often you use it. If you are using your e-scooter every day we recommend checking it over once a week. Ensure that the tyre pressures are correct, there are no signs of excess wear and tear on key components and that all screws and bolts are securely fastened according to any instructions.

Yes, all the e-scooters and e-bikes that we sell have an automatic cut off in the battery management system that will stop charging when the battery is full. We recommend keeping your battery charged up at every opportunity. Regular charging is better for overall battery health and will help to increase the lifespan of the battery.

On most e-bikes, you are able to remove the battery for easier charging. Some now feature integrated batteries which are not removeable, but this will be called out on the product page on our site, and they are designed to be charged in-situ. On most e-scooters, the battery is not removeable. Please consult the manual of your e-scooter model to see if the battery can be removed.

For everyday battery life: This strongly depends on the capacity of the battery, as well as other factors such as the quality of the cells, the way they are used and maintained, and the conditions that they’re used in. Manufacturer claims are usually made assuming favourable or lab conditions, so it’s worth taking these with a pinch of salt. For the life of the battery before it needs replacing: Most batteries in e-scooters and e-bikes are lithium ion-based.

This is the same basic technology as used in contemporary phones and laptops. They have a long lifespan and do not suffer from ‘battery memory’. As a guide, most lithium ion batteries will last for 1,000 charge cycles before you see a noticeable drop off in performance. This will change based on the manufacturer and quality of the cells in the battery, how you are using it and whether you are using good practices to extend the battery health.

In order to kick start your e-scooter, you’ll need to get some momentum first by pushing off the ground with your foot. Once rolling forwards, press the accelerator gently and the motor should start working to power you forwards.

We’re sorry to hear that you are having issues with your e-scooter. Many e-scooters have an ‘eco’ mode that will significantly reduce the performance of the e-scooter, but save battery life in the process. Please check to see if your e-scooter is in this mode. If so, consult the user manual for details on how to change it to a more powerful setting.

If your e-scooter has air-filled tyres, please ensure that all tyres are inflated to the correct pressures. The pressures can often be found on the sidewall of the tyre or in the user manual. For reference, Xiaomi e-scooters require a pressure of 50 PSI and Pure e-scooters require 36 PSI. If your e-scooter is continually going slow, there could be a fault, or the e-scooter may simply not be the right one for you. If this is the case, please contact our customer service team.

If you’re experiencing a battery drop with majority of our scooters, please note that our technical team have found that the battery icon on the display unit will demonstrate how hard the battery is working, rather than how much battery power is left. For example, if the e-scooter is running for prolonged periods, at high speed, up hills or at colder temperatures, you’re likely to see the battery cells drop. Once the battery has been rested, the cells should start to increase again. Please rest assured, as long as the e-scooter has been charged to full capacity (where the light indicator on your charging unit has gone green) your e-scooter will continue to power to its full range. If your e-scooter is underperforming, the most common reason will be due to having underinflated tyres.

If the tyres are low and aren’t fully inflated, this causes the e-scooter to work much harder, which will inevitably cause your battery to drain faster. The required pressure can often be found on the sidewall of the tyre or in the user manual. For reference, Xiaomi e-scooters require a pressure of 50 PSI and Pure e-scooters require 36 PSI.

Being in an ‘eco’ mode will also have an impact on the e-scooter’s performance. To switch through the modes, simply double tap the power button. You should then notice a difference. Further to this, we also advise charging your e-scooter to full capacity before any journey. This will be shown when the indicator on your charging unit turns green. It is also worth noting that the temperature will affect battery performance, so in colder conditions over winter, you may find that the range is lower than usual. This is down to the chemical makeup of the batteries and performance should return to normal once the temperature rises once again.

Punctures can occur due to a number of factors, such as the surface of the road, sharp objects, use with incorrect/low tyre pressures, excess tyre wear and excess e-scooter load. One of the best things you can do to avoid punctures is ensure the tyre pressures are regularly checked and maintained at the manufacturers recommended level. You can usually find the required pressures stamped on the sidewall of the tyres. Keeping them topped up will make it harder for sharp objects to enter the tyre, prevent pinch flats and allow puncture prevention fluid (if you have it installed) to work at its best. For Pure scooters this is 36 PSI. Punctures and flat tyres (even e-scooters filled with puncture prevention fluid) are not covered by returns or warranty as they are considered ‘consumable’ parts which can be prone to wear and tear over time.

In order to confirm if your charger is working, please plug it in to both the wall and the e-scooter / e-bike. 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.