FAQs
Hi, please kindly check our Return Policy Here
You may check out our Return Policy first, then please contact our Customer Service about which items you want to return.
Note: Order number or SKU is needed so that we can process your return request and offer the return address to you.
Most returns can be processed within 5 business days after we receive your package.
Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.
If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you.
Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.
We will ship our order within 24-48 hours once the order has been placed, excluding weekends and holidays. NOTE: During the busy holiday seasons or after holiday promotions, the shipment processing can take up to 72 business hours.
Thank you for contacting. Before being shipped out, orders need 1-3 days for processing And for delivery time after your order was sent out, estimated delivery days is 5-7 business days.
Packages might be delivered to your mail box or signed by your neighbors. We suggest you check with your neighbors first. Or you can check with the shipping company with your tracking number
We will do partial shipping for your order in the following conditions:
1) Items are in different warehouses.
2) Hot-sale items need additional preparation time.
3) Weight limit of customs or courier.
You will receive an email notification when each parcel is being shipped.
Hi, please kindly check our warranty policy Here
Because the shipment weight is overweight, we usually ship them separately. So both reach at different day and time. Please don’t panic and just keep tracking the item in your orders window or your email.
If you still can not find it please contact us.
Please contact us before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out.
If you want to cancel an order that has already been shipped out,please refuse to sign the package, and we will charge part of shipping cost per scooter, we will issue the refund after the package returning to us.
Products FAQs
A. Check that the pin of the wires on the handlebars is straight,
B. If it is not, try to straighten it so that the plug is inserted correctly into the hole.
C. How to test the handlebar wire.
The battery will take approximately 4 hours to fully charge. When you initially plug the charger into a wall outlet, the light on the charging block turns green. When you plug the charger's adapter cable into the device, this light on the charging block turns back to red. The battery is fully charged when the indicator light on the charging block changes from red to green.
Tip - test the calibration 3 times with the charger connected and 3 times disconnected.
*Be sure to disconnect the charger on all units once you have a full charge. Avoid over charging.
After fully charged, Use the 220V dc gear of the multimeter to measure the charging port's voltage; if there is not a reading, it proves to be the problem of the battery;
Hi, please kindly check our tutorial Here: How to adjust the brakes？
A. Upgrade your APP firmware to see if this problem can be solved.
B. If not, restart the scooter.
Overweight or the road conditions are not right, the scooter's energy consumption will be very fast, so the range of battery life will be reduced.
A: Open the APP and turn on the continuous speed control. keep the same speed for more than 5 seconds.
B: Check the lowest trigger value of the cruise control in the APP. The speed needs to be adjusted to the lowest.
A. There was noise on the rear wheel during riding, Adjust the brakes; Video tutorial：
B. The accelerator is noisy:
loosen the screw under the throttle dial and then move the throttle dial to the left a bit, fix and tighten the screw.
C. The new scooter made noise:
long-pressing the electronic brake and releasing it suddenly.
Please click below to get the corresponding replacement tutorial:
A. Rear Fender Replacement.
B. Handlebar Replacement.
C. Battery Replacement.
E1 The brake Error
Replace brake dial to test, it is a dial fault if no error is reported again. Check whether the dial wire is plugged correctly and dial hall output voltage is abnormal.
E2 The accelerator Error
Replace accelerator dial to test, it is a dial fault if no error is reported again. Check whether the dial wire is plugged correctly and dial hall output voltage is abnormal.
E3 Communication Error
Replace a new connecting line of instrument and controller, if no error is reported again, the connecting line is short-circuited or disconnected, just replace it; if the error is still reported, it is considered to be hardware fault of instrument or controller, interchange new instrument or new controller to test and find faulty hardware. Then arrange after-sales repair.
E4 Over current protection
If E4 error is reported continuously, it is considered to be hardware fault of controller. Just go after-sales repair process.
E5 Under voltage protection
Check whether the battery voltage is too low, replace a new battery to test, if the error disappears, charge the undervoltage battery.
E6 Over voltage protection
The battery voltage is too high, avoid sudden brake and upslope movement at this time, it will return to normal after using some power.
E7 Hall Error
Motor Hall error, check whether the hall wiring is loose, if the wiring is good but the error is still reported, the motor hall is damaged and needs to be repaired.
E8 Phase loss
Check whether the wiring of motor is well connected.
E9 Hardware ERROR
Controller’s fault, repair it if it still reports error after restart many times.
E10
Please see the attached tutorial to reboot the scooter.
Please uninstall the Hiboy App, and download and re-install the newest Hiboy App version from Google Play or the IOS app store.
And the newest version, Hiboy App, will resolve the problem automatically and permanently once your phone connects to the scooter.
So that the E10 won't show anymore.
Replacing the handlebar can solve this problem.
The folding machine is designed a little bit tight, making sure it will not fold itself while riding. Thus a new scooter will not so easy to fold. Please follow the below tips to try to fold it again,
Tip：A enormous pressure applied to the handlebars, and medium pressure applied to the latch.
A: Hold the scooter, press the hand brake, and push the handlebar forward at the same time, step on the latch. (when you are folding, please let the scooter remain steadfast)
Tutorial video: How to fold it easily
A. Kindly note that the scooter has two startup settings, Zero startups, and None startup（kick start）.
When you receive the scooter, it is at None zero startup setting, which means that you should push the scooter with your foot for a short distance, then press the accelerator to start the scooter. (kick start )
B. If you are familiar with starting the scooter directly, please connect the APP (the Bluetooth pin is 000000 if needed), then go to setting and choose Zero startups.
C. The scooter may be locked by APP. Please connect the HIBOY MAX app and see if the scooter is locked.
Please click below to get the corresponding replacement tutorial:
A. Rear Fender Replacement.
B. Handlebar Replacement.
C. Headlight Replacement.
D. Dashboard Replacement.
A. We add the screw glue on the screws. Therefore, the screws may not be very easy to screw in it.
B. To screw the four screws, please do not tighten the screws on one side, but screw the four screws simultaneously, one-time screw a bit, then you will be able to screw the four screws.
Solution: Press the power button nine times to unlock.
Solution: First turn on the dashboard (press the power button 2 times), confirm that the front light icon is displayed, and then manually press the front light switch button.
A. Adjust the angle and position of the belt assembly.
B. Use a stapler to enhance the bending point of the belt.
C. Don't push/pull too deeply, because the belt will touch and rub the ground with the low foot cushion.
MAX/MAX V2: app “HIBOY MAX,” password is “000000.”
S2/S2pro/S2R : app “Hiboy S2”, password is “888888.”
Long press the electronic brake and the switch button for more than 5 seconds simultaneously.
After that, the scooter will be restored to the default password:888888 or 000000
A. S2/S2pro/S2R:
Download the correct APP 'Hiboy S2' from Google Play Store or IOS app store, make sure the Bluetooth is turned on,
Go to the Setting on your phone, find APP SETTINGS-Permissions-search "HIBOY S2"- PRIVACY-Get location info-select Accept (Please see attachment.)
Please enter "888888" to connect the APP.
B.MAX /MAX V2:
Download the correct APP ' HIBOY MAX ' from Google Play Store or IOS app store, make sure the Bluetooth is turned on；
Go to the Setting on your phone, find APP SETTINGS-Permissions-search "HIBOY MAX"- PRIVACY-Get location info-select Accept (Please see attachment.)
Please enter "000000" to connect the APP.
Upgrade APP Step Instructions.