FAQs

Orders & Shipping

How long can I receive my skateboard after purchase?

If you placed an order successfully, we will ship your order within 1-2 business days(Pre-orders are not included). The total time from shipping out to receiving your package varies from one class of shipping method to another. However, sometimes your package will be delayed due to public holidays or some unusual circumstances such as traffic, severe weather, natural disaster, changes in carrier route, etc.

TOTAL DELIVERY TIME:

The US Local shipping: 3-7 business days (Only for US addresses)
From US to Canada: 10-15 business days (Only for Canada addresses)

Shipping from China Factory: (For all countries/regions where we can deliver)
You will receive your package within 7-45 business days according to the shipping method you chose and your shipping address.
1)Standard shipping by train or sea from China Factory to:
US: 25-35 business days
Canada: 40-45 business days
EU Countries: 40-45 business days
Australia: 35-45 business days
2)Air shipping from China Factory to:
US: 7-10 business days
Canada: 12-15 business days
EU Countries: 8-12 business days
Australia: 10-15 business days
Asia: 5-10 business days

Why did I not receive the order number and Tracking Number?

If you placed an order successfully, you will receive an email about your order info from service@possway.com
When your order is shipped, you will receive an email with a tracking number.
If you didn't receive these emails, please check your spam folder or contact our support team email: service@possway.com

How to track my order?

Successfully paid orders will be shipped within 1-2 working days. After the order is shipped, you will receive a tracking number from email: service@possway.com
Sometimes the tracking information may not be updated immediately because the package hasn't entered the border of your country/region or for courier reasons. If the tracking information is not updated within a few days, please don’t worry, you can contact our support team email: service@possway.com for more details.

Do I need to Pay Shipping Cost? What's the rate?

The shipping cost is depend on the shipping method you chose and it will be calculated at checkout.

We offer free shipping service for the following shipping methods:
1)The US Local shipping (Excluded Hawaii)
2)Standard shipping by train or sea from China Factory
You need to pay the shipping cost for the following shipping methods:
1)Shipping from US to Canada
2)Air shipping from China Factory

Remark: For some countries, there's only "Air shipping from China factory" option

Do I have to pay VAT and import tax ?

No tax will be charged for US and EU customers if your order is a completed electric skateboard because Possway has pre-paid the tax before the boards enter that territory. (Tax will be charged for customers in Norway/Switzerland/South Korea.)
Spare or replacement parts not covered under warranty which are shipped to EU/AU will need to pay import and VAT at the regional rate.


For Canada customers:
1)No tax will be charged if your order is shipped from China factory.
2)You may need to pay VAT if your order is shipped from the US, it depends on if the customs will check the package.

Can I cancel my order?

If your order hasn’t been shipped, we can help to cancel your order. How to know if your order was shipped or not? Contact our support team email: service@possway.com to know your order status. If your order has been shipped, we'll help to contact the courier to check if they can cancel it, the cost-related needs to be paid by your side, but we can't guarantee it will succeed. Once your order was canceled successfully, we will refund you within 1-3 business days.

Payment

What Payment Methods Are Accepted?

Due to technical issues, we currently only accept payments through Paypal. PayPal allows you to make payments using a variety of methods including PayPal Cash or PayPal Cash Plus account balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance.

Can I use a credit/debit card to pay my order on PayPal?

PayPal allows you to make payments using a variety of methods including: PayPal Cash or PayPal Cash Plus account balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance. For more details please check out here: https://www.paypal.com/us/webapps/mpp/popup/about-payment-methods

Why did my payments fail? How to fix it?

There are multiple reasons for a failed payment:
1) The online payment method chosen by the customer is not supported by the payment gateway.
2) Expired credit/debit card.
3) Canceled credit/debit card.
4) The debit card has Insufficient funds or has reached its limit.
5)The credit or debit card information is incorrect.
6)Transaction blocked by the merchant account, etc.
If you are sure your credit/debit card information is correct, please try again later! There might be a communication error or a technical problem, but please don't try it more than 2 or 3 times because the payment server can detect it as a threat and block payments for a long period of time. If your payment is declined after the second attempt, please contact your bank or change another card to pay your order.

After Sale Service

What's the warranty?

We offer 6 months (180 days) warranty on parts from the date when you receive the board. We also provide a 90-day warranty for the parts you purchased separately on our website. If a defect arises during the Warranty Period, Company will:
Send the new parts to replace the defect parts. Most of the parts are fairly easy to be replaced with our design with our YouTube video instructions.
This warranty excludes normal depletion of consumable parts (grip tape, wheels & bears) unless due to a defect in materials or workmanship, and damage resulting from abuse, accident, modifications, unauthorized repairs, neglect, abuse, water damage, or other causes that are not defects in materials and workmanship.
For warranty repairs, here are processes: Contact our Support team to service@possway.com to provide your order number and detail information of the defectiveness, some photos or a short video will be helpful.

What's the Return Policy?

Generally, if the products were used, we do not accept returns. If you encounter any product problems, please contact our support team at email: service@possway.com, we will do our best to offer a good solution for you.

What's the Refund Policy?

We will refund when:
1)Your order was canceled successfully.
2)Your order was detected as a High risk of fraud.
In this case, we will cancel your order and refund you automatically, we will suggest you place a new order and make sure your order billing address is the same as your card billing address. You can also try to pay with another credit card or pay by PayPal.
3)We can’t ship to your shipping address. We will email you and let you know the reason why we can’t ship it to you and find a solution.

We can’t refund when:
1)We don’t refund after your order has shipped out.
2)We don’t refund when the product you received was used.
If there is an issue with the productrather we fix the board in accordance with our warranty and send you free replacement parts (in certain cases you might need to cover the shipping cost for it).
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

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