How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. Non-stock parts will be shipped directly from the factory by air freight, though delivery may take 15-20 days.We’re doing our best to deliver it promptly for you.

I never got my order, what to do?

Please make sure you tracked your order from our Tracking page. Or contact us via email: support@nanrobot.com

Where do you ship to?

Our warehouse is located in California and we can ship to any location within the United States (Except Alaska, Hawaii, Puerto Rico) . For purchases made from other countries, scooters can only be shipped via sea and are estimated to arrive in 60-75 days. Please note that there will be additional shipping fees estimated between $250-$500. We can air ship accessories to most countries for a shipping fee of $25-$40.If for any reason you are having trouble placing an order, please email us at support@nanrobot.com and we will do our best to work out a solution.

What is your return policy?

Please check our return/refund/exchange policy here.

Can I exchange an item?

We accept returns and exchanges for unused products. See detailed policy here.

I am unable to complete payment for my order.

1.If you pay by Credit card, your payment could be somehow denied at the checkout by our system in defense against possible credit card fraud. credit card payment is denied at checkout, this could be due to our system's defense against possible credit card fraud.2.In such cases, it's necessary to either contact your bank's customer service to authorize the payment or switch to PayPal payment.

Are installment payment plans available?

We support Klarna and Afterpay. Choose the payment plan that suits you best at checkout.

Tires blow out frequently

Please confirm if the tire is punctured or if the blowout was caused by normal usage: You can check the tire for scratches or foreign objects. If there are scratches, it may be caused by the wheel hub puncturing the tire, and the wheel hub needs to be replaced together.At the same time, please pay attention to plugging the inner tube when installing, and don't let the wheel hub be pressed. The following is the inner tube replacement tutorial video for reference: https://youtu.be/PW40BOuJx7I?si=OPgTgwj_rM3nSV0t

I have lost my scooter keys/NFC card.

Each electric scooter is equipped with a unique key. If the key/NFC card is lost, a new voltage lock/display needs to be purchased. At the same time, two matching keys will be sent together, and the original key will become invalid and cannot be used.

Scooters are speed-limited.

Remove speed limit:1.52V-60VSCOOTER: Double-click the power button. N6 72V/LS7+72V: Double-click the "-" minus button.2.Check if the P8 value is 100.If the problem still cannot be solved, please check if the front and rear wheel rotation speed is normal and contact us.

Where is the scooter serial number?

You can find it on the bottom of the scooter, below the battery compartment.D4+MAX: On the back of the deck.H1: On the side of the deckM5: Use the number on the motorFor N6 LS7+ LIGHTNING models received in June 2025, the serial number is now located on the steering column above the tire—you can see it by turning the handlebars.