FAQ
What are your business hours?
Our office is open from Monday to Friday Central European Time: 3:00-12:00.
Do I have to cover customs fees?
You don't have to pay anything extra; shipping and tax are included in the price.
Where do you ship from and to?
For orders from Europe, we will ship from our warehouse in Poland. 3-7 working days for delivery.
Sends packages to the EU(apart from Cyprus & Malta & Ireland).
How long does it take to receive the delivery after the payment is made?
●Processing time:
Normally, processing takes 1-2 business days.
●Shipping time:
Shipping from Polish warehouse: 3~7 working days
Shipping from China: 30~50 working days
How do I track my order?
You can track your order via the link in the top and footer of our website, which offers order logistics tracking.
Do you offer dropshipping?
Yes, dropshipping is welcome.
What should I do if my goods were damaged upon delivery?
We will replace any parts deemed to have been damaged during shipping. Shipping damage must be reported to DUOTTS within 14 days of shipment arrival. This applies to all products. DUOTTS may request additional documentation (such as video) to assist with accurately diagnosing the problem and processing the warranty claim.
How do I make a return?
To process a return, please follow these 3 simple steps:
E-mail us at suzy@duotts.com with your
1) Order number.
2) Item to return/exchange.
3) The reason you would like to return your purchase.
The more comments and feedback provided, the better we can help service you.
NOTE: To be eligible for a return, your item must be in the same condition that you received it, unworn, unused or the e-bike/scooter must have less than ten (10) kilometers on the display, it and must include all items that were inside the box (charger, keys, hardware, etc.) and in its original packaging.
We will process all refunds upon receipt and inspection of your returned merchandise. We will notify you via e-mail of the approval or rejection of your refund. If approved, we process your refund within approximately 48 hours and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
For details, please go to the return policy page
How long does it take for me to get a refund?
Refunds for returned products will be made as soon as possible after we receive the returned products. Upon receipt and inspection of your returned merchandise, we will notify you via e-mail and process your refund within approximately 48 hours.
Please allow for 10 business days to see returns reflected on your credit card statement.
If you have any questions, feel free to email us. Please note that shipping fee will no be reimbursed on return orders. The shipping fee are paid to our courier service, we do not get a refund for the shipping fee when you return your purchases. *Does not apply on free shipping orders.
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at suzy@duotts.com