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Warranty Common Questions

  • We had customer “peace of mind” in mind when we developed our General Limited Warranty. We’ve got all the terms of it posted online, but here’s a quick run-down of the main points.

    The basics:

    • All brand-new Jetson products (excluding parts and accessories) that have been purchased on RideJetson.com or through one of our authorized retailers are covered by warranty for one full year after the purchase date.
    • All refurbished Jetson products purchased directly through us are covered by a 30-day Limited Warranty.
    • During the coverage window and if you have been using your Jetson product according to its user manual, your purchase is protected against any defects or malfunctions in materials or workmanship.

    Be good to your Jetson! Malfunctions resulting from the following are not covered by our warranty: water or impact damage, product misuse, extreme wear and tear, and modifications or unauthorized repairs made to the product.

    The process:
    We hope you never need to file a warranty claim, but should you need to, it’s easy: Just start a chat with J., Jetson’s resident chatbot. J. will gather all the necessary info and put you in touch directly with a member of our Jetson Care Team.

    If our team determines that your product might qualify for in-warranty coverage, you may be asked to mail it back (using a prepaid shipping label and at no cost to you) so that our whiz technicians can thoroughly inspect it and diagnose the problem.

    The result:
    Should all warranty conditions be met, we’ll send you a replacement product asap. It’s our goal to keep everyone on the move!

  • Has something gone awry with your Jetson? So frustrating. Don’t worry: We’re here to help.

    If you’ve been using your product according to our user manual and it is showing signs of a defect or malfunction, you may be eligible for a replacement. All brand-new Jetson products, not including parts and accessories, are covered by Jetson’s one-year general warranty; refurbished products are covered, too, for 30 days from the purchase date.

    If you’re within that window and want to file a warranty claim, you can do so 24/7 by starting a chat with J., our superstar virtual assistant. Here’s what J. will ask you for:

    • Your name, contact info, and shipping address
    • The model name of your Jetson product and/or its serial number
    • A description of the problem
    • Information about any water or impact damage that your product might have endured
    • Date of purchase

    During office hours, J. can immediately connect you with a live member of the Jetson Care Team, who will assess the situation, let you know if your claim is approved, and chat with you about the next steps. (If it’s after hours, J. will share your information and you’ll get a personal follow-up with all of those details.)

    You may be asked to ship your product back to us—using a prepaid shipping label and at no cost to you—so that our technicians can look into what went wrong. In the meantime, we’ll work quickly to get a replacement headed your way. (Our goal: to get you riding again asap!)

    If you’d like to file a claim outside of the one-year window (or after 30 days, in the case of refurbished products)—and you’ve purchased an extended warranty—you’ll need to file it directly with Extend. Extend will take care of you from there—and help you get back on the move in no time.

  • Extending warranty protection is a smart move.

    All new Jetson products come with a one-year limited warranty —but once you get hooked on riding your Jetson, 12 months is really just the start of your adventure. The Extend Protection Plan will keep you covered well into your Jetson journey: when you purchase the policy, you can choose how many years you’d like to keep your product protected.

    If you’re shopping on RideJetson.com, you can add an extended warranty to your cart right along with your product. (So easy!) If you’ve purchased your Jetson elsewhere—or just want some time to think it over before locking it in—you can purchase the plan separately at any time up until the day before your initial warranty coverage expires.

    What’s covered under the Extend Protection Plan? Just about the same thing that’s covered by us in your first year of Jetson product ownership: defects and malfunctions that might arise unexpectedly when the product is used properly and in accordance with your product’s user manual. Things like accidental damage, water damage, damage from extreme wear and tear, or damage caused by misuse are excluded—so take good care of your Jetson!

    A few things to note:

    • You’ll have to decide up front how many years of coverage you want to lock in. Once you purchase your extended warranty, it can’t be renewed or extended again.
    • The Extend Protection Plan can only be purchased for products bought on RideJetson.com or from one of our authorized retailers.
    • Refurbished products purchased on RideJetson.com come with a 30-day general warranty. You can still purchase extended protection for your product—but you’ll have to do it within that 30-day period.
    • Parts and accessories are not eligible for the Extend Protection Plan.

    After Jetson’s general warranty period ends (one year—or 30 days, if it’s a refurbished product), you’ll have to file claims directly through Extend. Questions? Extend will have all the answers.

General Support

  • If your hoverboard is making a beeping sound, it’s likely not broken: Those beeps are the hoverboard’s voice, and it’s just trying to tell you something.

    There are three reasons a hoverboard will start beeping. With just a little troubleshooting, you can figure out which one it is and then make a few adjustments to make it stop.

     

    Beeping as a speed warning

    As a safety indicator and a warning to slow down, Jetson hoverboards will beep when they have reached their maximum riding speed. If it’s one of our models with adjustable speeds, and you’d like to pick up the pace, change the setting from “beginner mode” (the slowest) to “intermediate mode” or “advanced mode” (the fastest).

     

    Beeping because the battery is low

    Your hoverboard will beep, too, tell you when the battery is low on juice. You’ll know if this is the case by also checking out the battery indicator light(s) on top of the board.  

    • Some of our models have a single battery indicator light. When the charge is at less than 20%, it will flash red.
    • Other models have three battery indicator lights. You’ll know if the charge is less than 20% if just one of them is illuminated or flashing.       
    • Jetson hoverboards with a built-in Bluetooth speaker may also announce “low battery.”

    If you have determined that a low battery is the cause of the beeping, it’s time to plug your hoverboard in for a good charging session.  

     

    Beeping because the balance is off

    Beeping can be your hoverboard’s way of telling you that it needs to be recalibrated—basically, that its balance mechanism is off-kilter and needs to be reset. Here are the steps to take to bring your hoverboard back into balance.

    1. Turn the hoverboard off and place it on a flat and level surface.
    2. Make sure you’re not leaning on the hoverboard or putting any weight on it.
    3. Hold the power button down for three to five seconds. (If you’ve got the Jetson Sphere Hoverboard, you’ll have to hold it for 15 seconds.)
    4. Release the power button when your hoverboard shows a sign that it’s done. Depending on the model, you’ll either see the flashing of the product’s indicator lights, hear a beeping sound, or hear the words “recalibration complete.”
    5. Power off your hoverboard and turn it back on.
    6. If all internal components have not been reset and you still hear repeated beeping, go through this process again. It can take up to three recalibration attempts to get everything back in proper alignment.
  • After it’s made, every Jetson product is given its very own serial number. That serial number (SN) is just like your fingerprint: totally unique and especially helpful for identification purposes.

    You’ll need that number to register your product with us or file a warranty claim—but it’s a good idea to have it handy any time you reach out to Jetson Care. With that serial number, we can help identify your specific Jetson model and then target our support and troubleshooting tips accordingly.

     

    Helpful Hints

    • Jetson’s serial numbers are usually 17 characters long and contain both letters and numbers. (Here’s an example: 60000ABC000012345)
    • Make sure you look for the serial number on the product itself—NOT the box or any packaging.
    • The serial number will usually be printed on a black and white sticker that is then adhered to your product. For some bike models, though, it will be engraved directly into the bike frame.

    Where to Look

    Here’s where you can find your serial number:

    Kick Scooters and E-scooters – Check the side or underside of the deck. (That’s the thing your feet go on.

    Hoverboards – Turn your ride upside down and look for the sticker next to one of the wheels.

    Bikes and E-bikes – Depending on your model, there are three places a serial number could be:

    1. On the stem of the bike frame below the handlebar
    2. On the bike frame near where the seat’s attached
    3. On the lower part of the bike frame in between the pedal area and the front tire

    JetKarts – Go low: Look on the underside of the seat frame.

    Kids’ Bikes – Scope out the bike frame between the seat and the pedals.

    Kids’ Ride-Ons – Serial numbers will be on the underside of the product or on the bottom of the seat.

    How’d it go? If you’re still struggling to find your SN, just reach out to us for further assistance. Our chatbot extraordinaire, J., is online 24/7. Between 9am to 9pm EST, the human members of our Jetson Care Team can also jump in on any conversation.

  • We’d love to try to clear up some confusion about hardware and the assembly of the Alpha L Jetkart Combo by sharing some resources and info.

    In case you need to reference it, here is the Alpha’s most up-to-date user manual. Please refer to Step 1.1 of the assembly process: attaching the seat to the frame.

     

    For this step, you’ll need the following:

    • Four bolts
    • Four washers
    • Jetkart seat
    • Jetkart frame
    • Included wrench

    NOTE: You do not need any stand-alone nuts for this step: Nuts are already pre-installed into holes in the bottom of the Jetkart seat, and they’re ready to receive the bolts that you’ll screw into them.

    Here’s how to get the seat attached:

    Slip a washer onto each bolt. With the seat in place on top of the frame and working from the bottom up, screw one bolt/washer combo through each hole on the frame and into the preinstalled nut on the bottom of the seat. Use the included wrench to tighten each bolt.

    See this helpful video for how to screw the bolt (with washer) into the nut.

     

  • Returning products purchased on RideJetson.com

    If you ordered your product directly on RideJetson.com, you’re in the right place! Here’s the scoop on returns for items purchased directly through us:

    • Jetson will gladly accept the return of any new and unused product purchased on RideJetson.com within 30 days from the purchase date.
    • Customers are responsible for return shipping fees and ensuring that the product arrives undamaged.
    • Products that are returned in lightly used condition or without original packaging are subject to a restocking fee equal to 20% of the original product purchase price. The remaining 80% will be issued as credit towards another purchase on RideJetson.com. 

    All good? If you’re ready to start a return, here are the steps you’ll need to take:

    1) Reach out to the Jetson Care Team to get a return started. You’ll be given an RMA (Return Merchandize Authorization) number and the address for where to ship your product. Here’s a tip: The quickest and best way to reach Jetson Care is by starting a chat.

    2) Pack the product in its original packaging or a sturdy box to ensure that it makes its way back to us without incurring any damage.

    3) Write the RMA number clearly on the outside of the box.

    4) Ship the item back to us using your preferred carrier. Once we receive and inspect the product–and if everything looks good–we will process the refund (or store credit in the case of lightly used products) within 5 business days.

     

    Returning Jetson products purchased elsewhere

    Unfortunately, we can’t process a return for a Jetson product bought through another retailer: In that case, you’ll need to reach out directly to that retailer to learn about their return policies and process.

     

    Exchanging a product

    Want something else instead? No problem!

    Jetson does not currently exchange products in a single transaction. However, you can return your original product using the info and instructions above and then place a brand-new order for the Jetson product you’d prefer to have.

  • As much as we don’t like to hear it, we understand that sometimes customers need to cancel an order that they have made.

    Because our warehouses work to fulfill orders quickly, there is a small window of time where orders can be successfully canceled—sometimes just a few hours after the order has been placed. Even if you have not received a tracking number, your order may have already entered the shipping process.  

    To inquire about order cancellation, reach out directly to the Jetson Care Team. The quickest and best way to do that is by starting a chat. If you do that from 9am to 9pm EST, you can be connected with a live team member who can immediately look into canceling your order; outside of those hours, our virtual chatbot, J., can take your details and schedule a follow-up.

    If our team determines that it’s too late in the process to cancel an order, don’t fret! We can always provide you with instructions on how to return the product after you receive it.

  • Your Jetson hoverboard has two types of indicator lights: one to convey its battery charge and another to tell you the status of your board’s internal balance mechanisms.

    They’re located on the top of the board in between the foot pads. Understanding what and how they communicate can make for a much better riding experience.

    Let’s shed some more light on this:

     

    Battery indicator lights

    Depending on the model, your Jetson Hoverboard will have either a single battery indicator light or a set of three.

    If your hoverboard has a single indicator light, it will illuminate in one of three colors. Here’s what those colors mean:

    • Green - Your hoverboard’s battery has a charge at or above 50%.
    • Yellow - The battery has a charge between 21% and 49%.
    • Red or flashing red - Your battery has a charge under 20%. Time to plug in and power up!

    Hoverboards with three adjacent battery indicator lights also communicate the level of charge:

    • Three green lights – Your hoverboard’s battery has a charge at or above 50%.
    • Two green lights – The battery has a charge between 21% and 49%.
    • One green light or one flashing green light - Your battery has a charge under 20%. Time to plug in and power up!

    (Do you have Jetson’s Strike Hoverboard? Take note: When this hoverboard is turned vertically onto its wheel, the battery indicator light will also serve to notify you which speed mode the hoverboard is set in. In this vertical position, the battery indicator light will be green when you have it set to beginner/slow mode; yellow when it’s in intermediate/medium mode; and red when it’s set to advanced/fast mode. As soon as you lay the hoverboard back down, the light will return to the color indicating its battery status. You can learn more about how to change modes in the Strike’s user manual.) 

     

    Status indicator lights

    Your hoverboard will also have one, two, or three status indicator lights. These lights let you know if your hoverboard is properly “balanced” and ready to ride. (Depending on the model, status indicator lights will either illuminate whenever the power is turned on or only when you are standing on it.)

    What’s important, no matter the number of lights, is the color of illumination. Here are the details:

    Blue or green – If any or all of the status indicator lights on your hoverboard are illuminated in blue or green before you step on the board or while you are standing on it, your hoverboard is in proper balance and ready to make moves.

    Red or flashing red – If one or more of the status indicator lights changes to red or begins flashing red, its balance mechanism needs to be rest. You can do this by quickly “recalibrating”.

     

    Double talk

    If red or flashing lights on your hoverboard are also accompanied by beeping that’s another sign that the battery is low or that your hoverboard needs recalibrating.

    As always, we’re here to help with all things Jetson, indicator lights and all. The quickest and best way to reach Jetson Care is by starting a chat. Chat is available 24/7.

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