FREQUENTLY ASKED QUESTIONS
Got a question? You're in the right place. Browse the sections below or get in touch and we'll sort you out.
Freight starts from $11.99 and varies by product size and weight. Add your item to cart and enter your delivery address at checkout to see the exact rate.
Freight Protection
An optional Freight Protection service is available to add at checkout. Here's what you need to know:
- Eligibility: Lost, damaged, or stolen status must be confirmed by our freight partner before any replacement or refund can be processed.
- In transit: If your parcel is still within the courier's delivery window, we won't resend — the shipment is considered in transit until that window closes.
- Replacement or refund: We'll always try to replace with the same product first. During peak periods, if the exact item isn't available, we may offer something of equal value or a refund.
- Duplicate delivery: If your original parcel arrives after a replacement has already been sent, you'll need to make the duplicate available for collection and return. We'll organise that with you.
- Wrong address: If an incorrect delivery address was entered at checkout, we're not liable for redirection costs or delays. The order is considered dispatched correctly per the information provided.
Great Barrier Island / Chatham Islands / Stewart Island
We can't ship to these locations via our standard checkout. If you'd like to arrange your own freight, contact us with the products you're after and we'll put together a quote.
Orders placed before 2pm on weekdays are processed straight away and we aim to get them out the same day. Anything placed after 2pm, or over the weekend, will be dispatched the next business day.
Estimated delivery times from dispatch:
- Auckland: 0–2 business days
- Upper North Island: 1–3 business days
- Central North Island: 1–2 business days
- Lower North Island: 1–3 business days
- Upper South Island: 2–3 business days
- Lower South Island: 2–4 business days
Rural and RD addresses typically take an extra 1–4 days. During busy sale periods like Black Friday, dispatch times may be slightly longer. Any questions, contact us.
Yes — once Aramex picks up your order, you'll get a tracking email with a link to follow your parcel. You can also use our Track Your Order page at any time. If you haven't had a tracking email within 48 hours, check your spam folder, then get in touch and we'll look into it.
Yes — click and collect is available from our Auckland warehouse at APL GROUP, 10 Manu Tapu Drive, Auckland Airport. Open Monday to Friday, 9am–5pm. We'll send you an email when your order is ready to collect — in most cases that's within 3–4 hours of placing it. Contact us if you have any questions.
Probably not. We often pack smaller items inside the main box, so open everything up and check first. If both items are large, look at the courier label on the box you received — it'll say "1 of 2" or "2 of 2", so you'll know straight away if a second parcel is on its way. Give it a day or two, and if it still hasn't arrived get in touch with your order number and we'll chase it with Aramex.
Have a look around your property first — Aramex will sometimes leave a parcel in a safe spot without knocking. Check with anyone else at the address too. If it's genuinely not there, contact us with your order number and we'll raise an enquiry with Aramex and follow it up the same day.
We process orders quickly, so the sooner you contact us the better. Get in touch straight away and if it hasn't left the warehouse we'll do our best to stop it. If it's already on its way, you'll need to follow our change of mind returns process — full details in our Returns Policy.
Restocks usually land within a few months, but timing can vary. The best way to stay ahead of it is to hit the Notify Me button on the product page — we'll automatically email you the moment stock comes back in, so you don't have to keep checking.
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and Union Pay. Afterpay is also available — split your purchase into four interest-free payments at checkout. If you run into any issues with Afterpay, get in touch and we'll help.
We do — Madd Gear Gift Cards are available online and can be used across the full range in store.
Changed your mind? We accept returns within 14 days of delivery, as long as the item is:
- Unused and unassembled
- In its original, undamaged packaging
- In 100% as-new, saleable condition
Return shipping is at your cost, and original outbound freight isn't refunded. To kick off a return, contact us with your order number first — don't send anything back without checking in with us. Full details are in our Returns Policy.
Yes — anything purchased between 1 November and 24 December gets an extra 30 days on top of the standard return window, starting from Christmas Day. So if it's a gift that doesn't work out, there's no pressure.
Get in touch with a photo of the issue and a photo of the full product. We'll get it sorted quickly — if the fault is on our end, we cover the return freight.
Once approved and processed, refunds are returned to your original payment method within 5 business days. You'll get a confirmation email when it's done. If you'd prefer store credit instead, we'll issue a Madd Gear Gift Card. Any questions, contact us.
No — all returns need to come back via courier or post. Please contact us before sending anything so we can confirm the process and make sure it gets handled correctly.
It comes down to three things: rider height, age, and what kind of riding they'll be doing — cruising, street, or skate park. Age alone doesn't tell the whole story since kids grow at different rates. Our Scooter Sizing Guide walks through it in detail, or get in touch with those details and we'll recommend the right fit.
A good rule of thumb: handlebars should reach somewhere between the rider's waist and belly button when they're standing upright. Too high and it affects control; too low and it's uncomfortable. Not sure? Contact us and we'll help you dial it in.
When a rider starts getting serious about tricks and skate park riding, they'll need to step up from a beginner model. Our Scooter Sizing Guide covers beginner through to advanced options with clear comparisons — or tell us their height, age, and what they're riding now and we'll point them in the right direction.
Spare parts are listed in our Accessories & Parts section, sorted by component type. If you can't find the specific part you need, contact us with your product name and part description and we'll track it down.
Contact us directly or drop a question on our social channels. Our Product Support page also has user manuals and reference guides for most products. We aim to respond within 24 hours on business days.
This video walks through building any of our pro scooters. The footage features the MG4 but the same steps apply across the full pro range — MG1 through MG6.
Step-by-step build guide for the Metro Cruise 250.
Step-by-step build guide for the Metro Glide 300.
Step-by-step build guide for the MADD GEAR Bounce Tramp Scooter.
Step-by-step build guide for the Rush 125 kids folding scooter.
Step-by-step build guide for the MADD GEAR Drift Trike.
Step-by-step build guide for the MADD GEAR My 1st Electric Dirt Bike.
This video covers how to tune and set up your scooter properly — a great watch for any rider who wants to get more out of their setup.
A rattle or loose bar is one of the most common scooter issues and it's almost always a quick fix at home. The most likely cause is the headset working loose over time.
What to check:
- Make sure the compression bolt (inside the top of the bars) is tightened down firmly.
- Check the clamp bolts are snug — not just finger tight.
- If the headset bearings feel gritty or loose, remove and clean them. Depending on how often the scooter is ridden, we recommend checking every 3–6 months.
If you've checked all of the above and it's still rattling, get in touch with a short video of the issue and we'll help you diagnose it.
If your bike isn't responding, work through these steps before getting in touch with us.
1. Ensure the bike power is turned on
In addition to the speed switch, there is a silver push-button on the right side of the bike above the foot peg. Press this in — you may need to hold it for a second to activate the power. You will see the lights on the throttle illuminate.
2. Activate the safety brake function
Once the bike is powered on, squeeze the brake lever to activate the motor. Use your left hand to squeeze the brake, release, then slowly turn the throttle. If the bike is left alone for a period of time the motor power will disengage — simply repeat this process.
3. Check the battery power status
Battery voltage is displayed on the throttle. When the bike is turned on the 24V light will illuminate. If fully charged, the FULL light will also be on. As the charge drops, the LOW light will indicate it's time to charge. Initial charge may take up to 12 hours — subsequent top-up charges take between 4 and 7 hours.
Still having trouble? Contact us and we'll help you out.
Many customers experience issues with their bike not operating correctly because the battery has not been fully charged. Please follow these instructions carefully.
Why a full 24-hour charge is required
The included AC wall charger has an indicator light that turns green when the battery reaches a partial voltage threshold — this does not mean the battery is fully charged. The bike's Battery Management System (BMS) requires a minimum of 24 hours of uninterrupted charging when first charging the bike (and after long storage periods) to balance the battery cells. If the battery is not charged for the full 24 hours it may remain in a low-voltage state, and the bike's built-in safety feature will prevent it from powering on.
Step-by-step charging instructions
- Turn the bike's power switch OFF
- Plug the charger into a standard household outlet
- Connect the charger to the charging port on the bike securely
- Leave the charger connected for a minimum of 24 continuous hours — even if the indicator light turns green
- After 24 hours, disconnect the charger from the bike and outlet
Tip: Avoid unplugging the charger early even if the light is green. The BMS needs the full charge cycle to balance cells and enable proper operation.
Troubleshooting charging issues
The bike won't power on after charging:
- Was the bike charged for the full 24 hours? If no, reconnect the charger and complete the full charge. If yes, unplug and replug the charger to reset, then attempt another full charge.
Charger light turns green quickly:
- This is normal — it means the voltage threshold was reached, not that the battery is fully charged. Continue charging for the full 24 hours.
Ongoing charging best practices
- After the initial 24-hour charge, standard charging time is typically 8–12 hours when the battery is low
- Always charge the battery immediately after riding to prevent it dropping into a low-voltage state
- Do not allow the battery to sit unused for long periods without charging — recharge at least once a month during storage
Why the low-voltage safety feature matters
The BMS is designed to protect your battery from damage caused by being too low. If the voltage drops too far, the bike will not operate until the battery has been fully charged and balanced. Completing the full 24-hour charge ensures the bike is ready for safe use.
Still having trouble after completing the full 24-hour charge? Confirm all charger connections are secure and the charger is working, and check that the bike's power switch is turned ON. If the bike still does not power on, contact us and we'll help sort it out.
All Madd Gear scooters sold in New Zealand are backed by a 2-year manufacturer's warranty against manufacturing defects.
If your product is outside the warranty period but you think it's failed earlier than it should have, contact us — your rights under the New Zealand Consumer Guarantees Act may still apply.
The warranty covers manufacturing defects — things that were wrong from the start, not damage that's happened through use. It does not cover:
- Misuse or abuse of the product
- Any modifications made to the product
- Damage from incorrect installation or setup
- Normal wear and tear over time
Consumable parts — grips, bearings, and grip tape — wear down with use and aren't covered once the product has been ridden. They are covered if received faulty and reported before use.
All warranty claims are reviewed on a case-by-case basis and require proof of purchase. Contact us to start a claim. For full warranty detail by product type, see our Warranty Policy.
Get in touch and send us a photo or short video of the issue, along with a photo of the full product. Most common problems — headset rattle, a loose clamp, worn grips — are quick fixes we can walk you through, and we'll send a replacement part where needed. A full refund is always the last resort, not the first.
In most cases, no. We can usually process a replacement part or refund without needing the product returned. If we do need it back, we'll let you know. Contact us to get started.
Send us a link to the product and the price you've seen and we'll take a look. Contact us to get the ball rolling.
Yes — get in touch with your school or organisation name and what you need. We'll come back with options.
Reach out through our contact page and our team will be in touch. We work with retailers across New Zealand.