Welcome

FAQ

Here are our answers to some most commonly asked questions:

GENERAL QUESTIONS 


IS THE ITEM IN STOCK?

We try to update our inventory as often as possible, however, sometimes our manufacturers run out of stock before we can catch that. 

As soon as we receive your order we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.

If your item is on backorder or unavailable we will reach out to you via e-mail and you will decide whether to wait for the item to become available or cancel your order.  

DO YOU OFFER ANY DISCOUNTS?

All our current deals and discounts can be found here.

WHEN WILL MY ORDER GET SHIPPED?

Many items ship Same Day (if ordered by 11 am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days.

All other items should ship within 2-7 business days of your order date. Transit times vary depending on location, but you should expect delivery within 4-12 business days of your order. You can check the status of your order here: Order Status

Please refer to our Shipping Policy for more details.

CAN YOU GUARANTEE DELIVERY?

Generally, you should expect delivery within 2-12 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedule of a particular freight company. 

Please track your package online or on the phone with the carrier. Our information is limited to the information they provide. We have no influence over carrier's operations and we cannot make a package within their system move any quicker.

We do not issue refunds if your package is not delivered at the time you want it. Please order early to avoid disappointment.

You can track your shipment here: Shipment Tracking

HOW DOES THE PRODUCT COME WHEN IT IS SHIPPED TO MY HOME?

Smaller, lighter packages (under 100 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight. Ethanol and gel fuel is always shipped separately.

DO I HAVE TO BE HOME WHEN MY ORDER IS DELIVERED?

FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.

For freight shipments, you have to be present at the time of the delivery to inspect the package and contents for damages and sign the delivery receipt.

Please refer to our Shipping Policy for more details.

WHAT IS YOUR RETURN POLICY?

Unused, resalable merchandise in new, uninstalled condition and in original packaging may be returned for a refund within 7-30 days of the delivery date depending on the brand.

You can submit your return request HERE.

Please refer to our RETURN POLICY for further information.

HAS MY ORDER SHIPPED?

We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provide when checking out.  

If you do not receive tracking information from us within 8 business days of your order feel free to follow up with us at support@diydeluxe.com and include your order number in the email.

You can track your shipment HERE.

WHEN WILL MY ORDER BE DELIVERED?

Transit times vary by location. Delivery should be expected within 2-12 business days of placing the order. 

We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date

Once your order is shipped you can track your shipment HERE.

WHAT IF MY ORDER IS DAMAGED DURING SHIPMENT?

All damage claims including FedEx, UPS, and freight must be submitted in writing within 24 hours of delivery. Please take pictures of the box and the damaged item(s) and email them to us: support@diydeluxe.com

Please inspect the packaging of your item(s) when they are delivered (for freight) or as soon as UPS or FedEx drops off the package.

For freight deliveries: you must inspect the box and all the items in the box for damages at the time of delivery. If you notice any damage you should make a note on the delivery receipt “CARTON DAMAGED” when signing for delivery. Then take pictures of the box and the damaged item(s), and send them to support@diydeluxe.com within 24 hours of delivery.  We will process a damage claim on your behalf. 

DO YOUR PRODUCTS HAVE ANY GUARANTEE?

Yes, we only work with the manufacturers that offer a 12-months and more manufacturer's warranty for all products, excluding accessories and ex-display items. We are confident that the products we supply are of a high quality and that you will be pleased with them. We also believe in providing the highest standard of customer service and products free from manufacturer's faults in performance or appearance.

If a product develops a fault within the warranty period, please contact the manufacturer directly. Some of the manufacturers offer online warranty registration, you can find this information on our warranty page.

Please note that misusing your product will void your guarantee and you will not be eligible for a replacement. Make sure to read the product manual before you start using your product. 

DO YOU HAVE A SHOWROOM?

No, we do not have a showroom. Our store is 100% online - this allows us to eliminate unnecessary expenses and pass these savings on to you by offering much lower prices compared to any retailers.

Learn more about DIY Deluxe HERE.

WHERE ARE YOU LOCATED? CAN I PICK UP MY ORDER MYSELF?

Our scooters are shipped from several different warehouses. Please send us an email to support@diydeluxe.com for information on a particular product. Make sure to include a complete name for the product and the state you are located in. 

DO YOU CHARGE SALES TAX?

We do not collect sales tax from our customers, except for the customers located in the state of Indiana. 

WHERE CAN I FIND THE MANUALS ON THE WEBSITE?

Installation Manuals can be found on the product page of each scooter, wheelchair, or lift chair in the “DOWNLOADS” section.

WHERE CAN I FIND THE TECH SPECS ON THE WEBSITE?

Tech Specs can be found on the product page of each scooter in the “DOWNLOADS” section.

DO I NEED TO REGISTER MY SCOOTER FOR WARRANTY PURPOSES?

Some manufacturers require customers to register their products. For more information go to Warranty Registration on the manufacturer website.

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