Shipping policy

Shipping Policy

Last updated: May 4, 2026

Thank you for shopping with UGo-2. This Shipping Policy explains how shipping, delivery, and pickup may work for mobility scooters, power wheelchairs, and related mobility products purchased through our online store.

Because mobility equipment can vary in size, weight, packaging, freight requirements, and manufacturer availability, shipping options may vary by product and destination.

By placing an order with UGo-2, you agree to the terms below.

1. Order Processing

Orders are processed after payment is received and order details are reviewed.

Processing times may vary depending on:

  • Product availability
  • Manufacturer inventory
  • Product size and weight
  • Shipping method
  • Local delivery or pickup needs
  • Customer contact information
  • Address verification
  • Fraud prevention review

Some products may ship quickly, while others may require additional handling, manufacturer fulfillment, freight coordination, or special delivery arrangements.

2. Shipping Availability

Shipping availability depends on the product and delivery location.

Some items may be eligible for standard shipping. Larger mobility products, including certain mobility scooters and power wheelchairs, may require freight shipping, local delivery, or special handling.

If shipping cannot be calculated automatically at checkout, UGo-2 may contact the customer after purchase to confirm shipping options, delivery requirements, and any additional charges.

Customers may also contact us before placing an order if they would like help confirming shipping availability.

3. Shipping Rates

Shipping rates may be calculated at checkout or confirmed after order review.

Shipping costs may depend on:

  • Product size
  • Product weight
  • Shipping destination
  • Shipping carrier
  • Freight requirements
  • Residential or commercial delivery address
  • Liftgate or special delivery needs
  • Manufacturer shipping charges
  • Delivery speed

Shipping, handling, freight, and special delivery fees are generally non-refundable unless required by law or unless the issue was caused by UGo-2.

4. Estimated Shipping Times

Shipping and delivery timelines are estimates only and are not guaranteed unless specifically stated in writing.

Estimated timelines may be affected by:

  • Product availability
  • Manufacturer delays
  • Carrier delays
  • Weather
  • Holidays
  • Incorrect address information
  • Remote delivery locations
  • Freight scheduling
  • High order volume

UGo-2 is not responsible for shipping delays caused by carriers, manufacturers, weather, supply chain issues, or incorrect customer information.

5. Freight Shipping

Some mobility scooters, power wheelchairs, and larger products may require freight shipping.

Freight delivery may involve:

  • Larger delivery trucks
  • Palletized products
  • Scheduled delivery appointments
  • Curbside delivery
  • Signature confirmation
  • Liftgate service, when available or required

Unless otherwise stated, freight delivery may be curbside only. This means the carrier may deliver the item to the curb, driveway, or accessible delivery point, but may not bring the product inside the home, assemble it, remove packaging, or move it upstairs.

Customers are responsible for making sure the delivery location can safely receive the shipment.

6. Local Pickup

Local pickup may be available for select products by appointment.

If local pickup is available, UGo-2 will provide pickup instructions after the order is reviewed and confirmed.

Customers should wait for confirmation before arriving for pickup.

For local pickup orders, customers may be asked to provide:

  • Order confirmation
  • Photo ID
  • Name matching the order
  • Pickup appointment confirmation

Products should be inspected at pickup whenever possible.

7. Local Delivery

Local delivery may be available for select products and locations.

Delivery availability may depend on:

  • Product type
  • Delivery address
  • Scheduling availability
  • Accessibility of delivery location
  • Order size
  • Delivery route
  • Advance notice

Local delivery fees may apply.

Delivery does not automatically include assembly, setup, training, removal of old equipment, or removal of packaging unless specifically agreed to by UGo-2 in writing.

8. Address Accuracy

Customers are responsible for entering accurate shipping and contact information at checkout.

Please double-check:

  • Full name
  • Street address
  • Unit or apartment number
  • City
  • State
  • ZIP code
  • Phone number
  • Email address

UGo-2 is not responsible for delays, failed deliveries, returned shipments, or additional charges caused by incorrect or incomplete customer information.

If an address needs to be changed after ordering, please contact us as soon as possible. Address changes may not be possible once an order has shipped.

9. Order Tracking

When tracking information is available, it may be sent by email after the order ships.

Tracking updates are provided by the carrier and may take time to appear.

For freight or manufacturer-shipped items, tracking may be limited or provided closer to the delivery date.

10. Delivery Inspection

Customers should inspect products and packaging upon delivery.

Before signing for a freight shipment, check for:

  • Visible box damage
  • Crushed packaging
  • Torn wrapping
  • Missing items
  • Product damage
  • Signs of mishandling

If there is visible damage, note the damage with the carrier if possible and take photos before opening or moving the item.

Please keep all packaging until the product has been inspected and confirmed to be in acceptable condition.

11. Damaged, Missing, or Incorrect Items

If your product arrives damaged, missing parts, or incorrect, contact UGo-2 as soon as possible.

Please report shipping damage or order issues within 48 hours of delivery whenever possible.

Include:

  • Order number
  • Customer name
  • Product name
  • Description of the issue
  • Photos of the product
  • Photos of the packaging
  • Photos of shipping labels, if available

UGo-2 will review the issue and may work with the carrier, manufacturer, or customer to determine the next steps.

Possible solutions may include:

  • Replacement part
  • Product exchange
  • Warranty support
  • Shipping claim
  • Return approval
  • Refund, when applicable

12. Refused, Missed, or Failed Deliveries

If a delivery is refused, missed, returned, or unable to be completed because of customer-related issues, the customer may be responsible for:

  • Original shipping charges
  • Return shipping charges
  • Redelivery fees
  • Storage fees
  • Carrier fees
  • Restocking fees
  • Additional handling charges

Customer-related issues may include:

  • Incorrect address
  • No one available for scheduled delivery
  • Refused shipment
  • Inaccessible delivery location
  • Failure to respond to carrier or UGo-2 communication
  • Failure to schedule freight delivery

13. Shipping Restrictions

Some products may not be available for shipping to all locations.

Shipping restrictions may apply based on:

  • Product size
  • Product weight
  • Battery type
  • Manufacturer rules
  • Carrier limitations
  • Remote locations
  • Freight access
  • State, federal, or local requirements

UGo-2 reserves the right to cancel or modify an order if shipping is not available to the requested destination.

14. Batteries and Special Handling

Some mobility products include batteries that may require special handling or shipping procedures.

Battery-related shipping may be affected by:

  • Battery type
  • Carrier rules
  • Airline or freight restrictions
  • Manufacturer packaging requirements
  • Federal transportation regulations

Customers should review product details and contact UGo-2 before purchasing if battery transport or special shipping requirements are a concern.

15. International Shipping

UGo-2 is currently focused on serving customers within the United States unless otherwise approved.

International shipping may not be available for all products.

If an international order is accepted, the customer is responsible for any customs duties, import taxes, brokerage fees, carrier fees, or other charges required by the destination country.

16. Shipping Changes After Purchase

If you need to change your shipping address, delivery method, or contact information after placing an order, contact UGo-2 as soon as possible.

Changes may not be possible once an order has been processed, shipped, or transferred to the carrier or manufacturer.

Additional fees may apply for shipping changes.

17. Contact Us

For shipping questions, delivery concerns, or help before placing an order, please contact us:

UGo-2 / UGo Mobility Customer Care Team
Phone: 855-456-4846
Website: https://ugo-2.com
Email: custumercare@ugo-2.com