Applies to online orders placed at lastmilepev.com. Last updated July 7th, 2026.
We want you to be confident in every order. This policy explains when an online order can be returned or exchanged, how our prepaid return process works, and what fees apply. It covers online orders only — purchases made in person at our showroom are handled under our in-store return terms. We currently ship and accept returns within the United States only.
You have 10 days from the delivery date of your order to request a return. Requests made after this window can't be accepted. The delivery date is the date the carrier marks your order as delivered.
Most online orders are eligible for return, provided the item is unused and in its original condition. Every returned item is inspected on arrival, and returns that show use, damage, or markings may be declined or subject to a reduced refund.
The following are final sale and cannot be returned or refunded:
Vehicles and any battery-containing personal electric vehicles (e-bikes, scooters, boards, and similar) — all sales are final.
Helmets that have been worn or used, for safety and hygiene reasons. Unworn helmets in original packaging may be returned under the standard process below.
To begin, contact our team by email at info@lastmilenyc.com or by phone at 917.261.5031. A member of our team will confirm your order and walk you through the fees before anything is processed.
For a standard return, please have your order number and the email address associated with the order ready.
If your item arrived damaged, defective, or incorrect, please include photos of the issue when you reach out. We can't move to the next step on these cases until we've received images.
All returns are shipped back to us using a prepaid shipping label that our team provides. Customers cannot ship items back on their own — using the label we supply is required so we can track the shipment and stand behind it. Because we coordinate the return shipment, we assume responsibility for it in transit.
A flat return shipping fee applies, based on the original package weight of your order:
|
Original package weight |
Return shipping fee |
Applies to |
|---|---|---|
|
Under 3 lbs |
$9.95 |
Per return shipment |
|
3 lbs and over |
$19.95 |
Per return shipment |
For standard returns, this fee is deducted from your refund total. The fee is charged once per return shipment, not per item.
A 15% restocking fee applies to returns and exchanges. This fee covers our credit card processing costs and our team's time to inspect, re-certify, and repack returned items so they're ready for the next customer. On a standard return, the restocking fee and the return shipping fee both apply and are deducted from your refund.
Once your return arrives and passes inspection, we process your refund to your original payment method. Refunds can only be issued to the original payment method and cannot be sent to a different card or account.
Please allow up to 5 business days for processing. This covers our team's time to inspect the item and issue the refund, plus your financial institution's time to post it to your account.
Exchanges are offered on a case-by-case basis — the best way to arrange one is to speak with a member of our team. If we're able to accommodate your exchange, here's how it works:
You'll receive a prepaid label to send the original item back to us, the same as a standard return.
The 15% restocking fee applies, because the returned item still needs to be inspected, re-certified, and repacked.
The return shipping fee is charged separately rather than deducted. Once your original item arrives and is inspected, we'll send a separate invoice for the return shipping fee.
Your exchange item is held until the return shipping invoice is paid.
If the invoice remains unpaid after 14 days, the exchange is cancelled and the original item is processed as a standard return under this policy.
If your order arrives damaged or defective, or you received the wrong item, we'll make it right and both the return shipping fee and the restocking fee are waived. Please contact us within the return window with photos of the issue so we can process the next steps.
Returns for Segway online-to-offline (O2O) orders continue to be handled directly through Segway under their program terms. If your purchase falls under this program, contact us and we'll point you in the right direction.
Reach our team at info@lastmilenyc.com or 917.261.5031. Showroom: 651 W 27th St, Terminal Warehouse, New York, NY.