Shipping policy

At JOFEN, we are committed to providing fast, reliable and transparent delivery across our supported markets. We work with trusted fulfilment centres and logistics partners to ensure that electric scooters, accessories and spare parts are delivered safely and efficiently to customers in Australia, Europe and other supported destinations worldwide.

Please read the following information carefully before placing your order.

1. Shipping Destinations

Shipping availability varies by brand and product type:

  • JOFEN electric scooters: available for delivery within Australia.
  • JOFEN accessories and spare parts: available to multiple supported countries worldwide.
  • KuKirin electric scooters, accessories and spare parts: available to supported destinations across Europe.
  • JOYOR electric scooters, accessories and spare parts: available to supported destinations across Europe.
  • NAVEE accessories and spare parts: available to selected supported destinations.

Available shipping destinations will be shown at checkout. If your address cannot be selected, please contact our customer service team before placing your order.

Due to carrier restrictions, parcel size or lithium battery transportation requirements, delivery may not be available to certain remote areas, islands or other restricted locations.

We are generally unable to deliver to:

  • P.O. boxes;
  • Parcel lockers where oversized parcels cannot be accepted;
  • Freight forwarding or reshipping companies;
  • Addresses that cannot be serviced by our logistics partners.

Please provide a complete and accurate delivery address and telephone number when placing your order.

2. Order Processing

Orders are normally processed and dispatched within 1–2 business days after payment confirmation. Business days exclude weekends and public holidays observed at the relevant fulfilment warehouse.

Orders placed during public holidays, major promotional events or periods of unusually high order volume may require additional processing time.

Pre-order products or products with a specific estimated dispatch date are subject to the shipping information displayed on the relevant product page.

3. Estimated Delivery Times

In-stock JOFEN electric scooters are fulfilled locally in Australia, with an estimated delivery time of approximately 2–5 business days after dispatch.

In-stock KuKirin and JOYOR electric scooters are fulfilled from European warehouses, with an estimated delivery time of approximately 2–5 business days after dispatch for most supported European destinations.

Accessories and spare parts, including JOFEN, KuKirin, JOYOR and NAVEE parts, may be shipped from different fulfilment locations depending on availability and destination. International accessory orders generally take approximately 6–15 business days.

Delivery times are estimates and may vary depending on the destination, carrier, public holidays or other circumstances beyond our reasonable control. Please refer to the product page or checkout for the most accurate delivery information.

4. Shipping Carriers

We work with trusted local and international logistics partners to deliver your order safely and efficiently.

The carrier is selected based on your delivery address, fulfilment location and product type. Due to lithium battery transportation requirements, electric scooters may only be shipped through approved delivery services.

5. Shipping Costs

We offer free standard shipping on all orders to supported delivery destinations.

Any exceptional charges that may apply to remote or restricted areas will be clearly shown at checkout before you complete your order.

6. Split Shipments

Orders containing multiple products or brands may be shipped separately if items are stored in different warehouses.

Each shipment may have its own tracking number and may arrive at a different time. No additional standard shipping fees will be charged for split shipments.

7. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation with tracking information.

Please allow up to 72 hours for tracking updates to appear in the carrier's system. If tracking has not updated after this period, please contact our customer service team.

8. Delivery Address

Please ensure that your delivery information is complete and accurate before placing your order.

If you need to change the delivery address, contact us as soon as possible. Address changes can usually be made before dispatch but cannot be guaranteed once the order has been handed over to the carrier.

Delivery delays, failed deliveries or additional costs resulting from incorrect or incomplete information provided by the customer may be the customer's responsibility, where permitted by applicable law.

9. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Orders that have not yet been dispatched can normally be cancelled. Once an order has been shipped, we may no longer be able to stop or recall the shipment. Any applicable return or withdrawal rights will continue to be handled in accordance with our Return & Refund Policy and applicable consumer law.

10. Delivery Issues

If your parcel is delayed, lost, damaged or returned to the sender, please contact our customer service team with your order number and tracking information. Parcels may be returned due to an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect the parcel in time or refusal of delivery.

For damaged shipments, please provide clear photos or videos of the product, outer packaging and shipping label, and retain the original packaging while the case is being reviewed. If a parcel is confirmed as lost or damaged during transit, we will work with the carrier and provide an appropriate solution in accordance with the circumstances and applicable consumer law.

11. Contact Us

If you have any questions about the delivery of your order, please contact us:

Customer service email: support@jofenscooter.com
Customer service hours: 9:00–17:00