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Customer Service

Order Placement & Process
Orders may be placed through our online store or by phone. For placing orders online it is not required to have an account, however, we highly recommend that you create one. With an account you will be better able to track the process of your order and manage your purchases. To be able to place an order, simply add the parts you wish to purchase to your shopping cart and then click on the check out button. At the check out page you can either create an account, log into your existing account for returning customers, or for those that wish check out as a guest. When browsing our products and selecting the items you wish to purchase, please be sure you pick the parts from the category that matches the scooter you wish the parts to fit. If you order from the wrong category we can not guarantee you will receive the proper part. Under certain conditions we will allow exchanges for incorrectly placed orders. We will not pay for return shipping to us or for shipping out the correct part. Please see the Returns Section below for more details. If you have any questions about a specific product please email us at questions@provoscooter.com prior to placing your order. Most orders will be processed withing 48 hours of being received.

All products purchased from Provoscooter.com are shipped directly from our warehouse. We do not "Drop Ship" any of our parts. We carry inventory for all the parts we sell. From time to time some items will go on back order. When an item is out of stock one of two things will happen; either the availability will show "Out of Stock" and you won't be able to add the product to your shopping cart, or when you add a product to your shopping cart you will see a notification stating that the product is out of stock and will be placed on back order. As you browse the shop you may also see a feature that will allow you to be notified when an out of stock product has come back in. This will allow you to receive an email notification once we have the product available again. If a product is out of stock and you decided to proceed and place a back order with us, you will be notified once the part has come in and your order will be processed and shipped. Your order will be processed as soon as the parts become available. It is your responsibility to cancel the order before it is processed. To cancel your order you can either call us at 801.717.9299 or email us at processing@provoscooter.com. We do everything we can to prevent back orders, but they will occur on occasion. We do not charge your credit card until your order has shipped. Any orders that have been on back order for more than 90 days will be canceled. After that time if you still wish to receive the parts you will need to reorder.
Payment Processing
Provoscooter accepts Visa, MasterCard, Discover, and Paypal as forms of payment (American Express is not currently accepted). When your order is placed, your credit card is verified and payment is authorized but not charged. The funds are held by your credit card company (not Provoscooter) until we either capture the payment at time of shipping or your order is canceled. When your order is canceled, the funds are released. If you place an order with a debit card, at the time of checkout the funds are authorized, withdrawn from your account and held by your bank. They remain withdrawn until we capture payment at the time of shipping or until the order is canceled. In the case of a declined card, the money will still be withdrawn from your account by your bank and held for a few days until the transaction is settled by your bank. After this short time, the bank will refund the money to your account automatically. If you wish to have your money returned sooner on a declined transaction, please contact your bank as they, not us, possess your money. If you authorize us to charge your card multiple times and this results in an overdraft we will not be held responsible. It is your responsibility to realize that money is withdrawn even on declined transactions.
Special Orders
Provoscooter has established relationships with all the brands we carry. What this mean for you is that we can order any and all parts that the manufacturer offers. If there is a part you need or want but don't see it on our site we can get it for you. There is no extra charge for special orders, we just ask that you follow these guide lines when placing a special order:

1. You must supply the part number, or if you don't know the part number we can help you but you are ultimately responsible for it being right. If we look up the part number for you, we will ask that you verify and approve the order.
2. We will not order any parts until we have received payment. Once payment is received we will order your parts. We regularly get inventory orders from all our suppliers, so your parts will come in on the next shipment.
3. There are no cancellations with special orders. Once you have paid you can assume that the parts are on their way. "The parts are taking to long" is not a reason to cancel. Our parts come from all over the world and things take time. We will do our best to get you your parts as fast as possible.
4. All special orders are final. There are no returns with special orders. Unless the part is defective and this is identified prior to install there is no warranty.

If you have any questions regarding the special ordering process please let us know. We strive to provide our customers with the best service possible, and with the parts they need. There is way too many brands and models of scooters out there for us to be able to inventory every single part. The special ordering process allows you to get the parts you need when on one else has them.
Shipping & Handling
At the time of check out your shipping cost will be calculated and you will be able to select the method of shipment you prefer. All orders are shipped via USPS. The amount calculated at check out is done using the USPS Postage Calculator and is the amount that you will be charged for shipping. There is also a 2% handling fee that is added to the shipping charge. USPS shipments come with email confirmation and a delivery confirmation (not tracking) number. This number will allow you to see when the order arrived at the post office and its status (ie. In Route, Delivered). We currently do international shipments to Canada. The same terms apply for international orders.
Returns & Exchanges
All returns must be authorized within 30 days of original shipment date, and prior to shipping the items back. If we receive a package without prior authorization we will keep it and no refund will be issued, regardless of reason for return. In these circumstances the customer can pay to have us return the item to them. There will be a $10 fee to do so.



We accept returns only according to the following guidelines:

-- Return is requested within 30 days of original shipment date. -- The item is unopened - If the item hasn't been opened you can return it to us. There will be a 10% restocking fee assessed. This fee may be waved for exchanges.
-- If opened, the item is in perfect condition and the packaging is in perfect or near perfect condition, able to be resold as new (to be determined by us, provoscooter.com) - The returned item must arrive with all parts. A 10% restocking fee will be assessed. If any part of the item is missing no refund will be given until we have received all parts.
-- If the incorrect item was shipped - We will pay for return shipping and ship you the correct product at no charge.
-- If the product is defective - Some defects will be handled with the manufacturer directly. In the case that Provoscooter will handle the defect we will handle the return shipping.
-- If the product was damaged in shipping - If the order was damaged during shipping and insurance was available to you for purchase, it is your responsibility. In the absense of the option for shipping insurance, please contact us and we will arrange for a replacement of the damaged parts.

Returns will not be accepted on the following grounds:
-- The item has been used for any length of time
-- The item has been installed and uninstalled
-- They are scratched, dinged, dented or any way damaged
-- They were partially installed
-- You are not able to install the parts or cannot "figure it out"

All the parts we sell have been thoroughly tested to make sure they all work together. Our results have been duplicated numerous times. We are NOT responsible for any lack of experience or skill with installing the parts. I can't figure it out is not a valid reason for a return. We will do our best to work with you and/or your mechanic to get them installed. If you have a question, just ask. We are more than willing to help. As a testament to this we have an extensive How To section on our website. The Provoscooter Forum is also a great resource to get your questions and problems answered.

The above terms are guidelines and will be used when assessing all returns. With that said, we are pretty easy to deal with. We will work with you and help you to be satisfied with our product. If you need to make a return, please contact us immediately and inform us of the situation. You may contact us by phone at 801.717.9299 or email at processing@provoscooter.com
Privacy & Security
Your privacy is very important to us. We will not share or sell your contact information to any third party without your prior consent. We may use your information for our own internal purposes. Please visit our Privacy Policy page for more details. Your security while shopping at Provoscooter.com is our number one priority. We secure our Website using the most up to date security measures. Our check out process is secured using the latest SSL Security Protocol. Our SSL Certificate is provided by Comodo, the second largest provider of online security certificates. We do not store any of your credit card information. That information is verified and captured at check out and then finalized when your order is shipped. Your payment information is never stored on our system.
Viewing Orders
You can log into your accout at any time to view the status of your order. Our system allows you to view your order history, check the status of your current orders and even reorder past orders. All this is handled in the account section of the website.
Updating Account Information
By loggin into your account you will be able to manage the account you have with us. You can update your personal information, add addresses to your account, and manage your email notifications.
Contact Information
Provoscooter is an Internet based company. We do not have a physical location open to the public. An address will be given to those that need it for returns.

Hours of Operation:

Monday - Friday: 10:00 AM - 6:00 PM

Saturday - Sunday: Closed



Contact Info:

Phone: 801.717.9299

Fax: 866.236.5605

Email: questions@provoscooter.com



Thank you,



The Provoscooter Team