Shipping Policy
ACCEPTING YOUR ISLAND CRUZ CRUZER SHIPMENT
Island Cruz takes great care to protect each shipment but, unfortunately, accidents can still happen. Due to your Cruzer’s size and weight, occasional mishaps are possible during the shipping process. In these rare cases, Island Cruz, dependent upon the recipient’s responsiveness, will act quickly to ensure the issues get reported and resolved in a timely manner.
If the Cruzer box has clear and major damage upon delivery, you must reject the delivery and report it to Island Cruz, so we can ship a new one as quickly as possible.
The following steps must be taken when your Cruzer is delivered to ensure that you can enjoy the full benefits of its warranty:
All damages from shipping must be reported within 48 hours of delivery. Please take photos and video and contact us immediately by phone or by emailing onlineservice@islandcruz.com
If the damage is minor or cosmetic, e.g., scratches, missing parts, minor cracks, you must accept the delivery and contact us within 48 hours to report the issue, so we can then work with you to resolve any issues and ensure your total satisfaction. We will work closely with you to make sure any broken parts are replaced and repaired in a timely manner.
Please note that if you do not follow these steps, we cannot help mitigate the issue at a later time and the warranty or carrier’s policies may not cover damage that can no longer be proven to have been shipping related.
HOW WE SHIP
Island Cruz sends all Cruzers using a Freight LTL service. All shipments will require a delivery appointment, so please verify that you included your correct e-mail and phone number, so our freight carrier can arrange your delivery. Island Cruz provides liftgate services for those who need it, but any other services must be arranged at your own expense (such as inside deliveries).
Please note that some locations are undeliverable with our Freight LTL. We will communicate this to you and ask for an alternative address in case we can't deliver to the one you provided. Note: International shipments that have shipped cannot be refunded or cancelled.
Return Policy
We understand that Island Cruz product returns can happen for various reasons. In the unlikely event that a return is needed, please adhere to the following return policy:
- Once you receive a shipping notification, you can still cancel your order. If you wish to return your Cruzer, you will need to initiate a return.
- Island Cruz accepts returns within 30 days of the original purchase date, as long as the Cruzer is in the original sealed box, unopened, and undamaged.
- Shipping costs are non-refundable for returns.
- We may elect not to accept or authorize return of any Cruzer that is not in its unopened, original packaging, or has been altered or modified with third-party or aftermarket parts or components. A 15% restocking fee applies to all returns.
- Once the Cruzer has been returned to us and has been ascertained to be complete (including the “original sealed” product box, with the unit in its original packing materials) and undamaged. Your purchase price, less shipping and handling, will be refunded to you. We do not refund any shipping costs.
- There is no return policy for any Cruzers shipped or used outside the continental United States.
To initiate a return, please fill out the Return Form found on our website. Or, for any additional information about returns, please contact us at 1.800.884.5815 or via email at onlineservice@islandcruz.com
Warranty Policy
Cruzers are a large and heavy object and expensive to ship. Once the Cruzer box is unsealed and opened for use, we do not accept returns unless it is majorly damaged on arrival (See Return Policy). The warranty is initiated when you register your Cruzer with Island Cruz via our website within 30 days of purchase. If you do not register your Cruzer, no warranty is activated or enforced.
For 30 days from delivery date, we will replace any Cruzer part that’s deemed defective from the manufacturer. These claims must be accompanied by clear pictures and/or video immediately upon discovery of the defect. Claims can be made at islandcruz.com under the warranty section or by calling or emailing our customer service team at 1.800.884.5815 or onlineservice@islandcruz.com
For 90 days, we warranty the power system, which includes the motor, controller, display and battery against manufacturers defects.
In the event of a warranty claim, Island Cruz is responsible for the shipping and delivery of parts only. The customer is responsible to repair parts at home with instruction from Island Cruz or to find a local shop for the labor to be performed at their own expense.
WARRANTY EXCLUSIONS
- Products used for rental or other commercial use.
- Products that have been damaged by negligence, misuse, accident, or wear due to owner’s failure to provide reasonable and necessary maintenance.
- Products which have been modified or repaired by unauthorized persons. Change in appearance of products due to wear, exposure or any other environmental condition.
- Normal wear and tear due to the normal use of the product.
- The warranty does not cover minor surface blemishes, rips, tears, or other cosmetic damages due to normal use, or other intentional or unintentional damage to the product.
- The warranty will not cover any damage that results from the application of improper cleaners, solvents or chemicals to the product, water damage, smoke or soot, or from exposure to saltwater, sea breeze or salt.
- The warranty is void if weather-related water damage is determined. Owner is responsible for storage and protection from weather.
- No reimbursement is provided for towing, loss of time, loss of use, inconvenience, incidental or consequential damages.
- There is no warranty for Cruzers used outside the continental United States.
