SUNNIGOO · RIDE ANYWHERE, LIVE HAPPIER

Contact SUNNIGOO

A question about an order, a route, or a pallet of scooters — start here.

We are a small team that answers its own email. No chatbot maze, no "your call is important to us" — a real person reads your message, usually replies within 24 hours, and is allowed to solve your problem in the first reply. Tell us what you need in whichever language is easiest for you: we answer in English, French and German. Here is the honest version of how we work: email is the channel, one thread per question is the method, and the person who answers first also handles the case to the end — no hand-offs, no ticket numbers to quote back at us.

What Happens After You Email

Within one working day, a person — not an auto-reply — writes back. If the question is about an order, the answer includes what our system sees: current status, which warehouse it left, which carrier holds it and the next expected scan. If it is technical, you get a diagnosis, usually with a photograph or a short video of the part involved. And if it is a question we cannot answer straight away, you are told that too, along with exactly when the real answer will arrive.

Working days are Monday to Friday, Central European Time. Emails that arrive on Friday evening are answered Monday morning, in the order received. Keep replying in the same thread and the technician who already knows your case stays with it. If something is genuinely stuck — a warranty claim waiting on a part, a delivery exception sitting at the carrier — put the word "escalate" in your reply and the case moves to the senior queue the same day.

Where the Scooters Ship From

The registered office in Hong Kong handles company and legal matters — invoicing entities, compliance paperwork, data-protection requests under GDPR. For anything about an order you have already placed or a scooter you are already riding, the customer service address is always faster.

The scooters themselves never come from Hong Kong. Every order placed on this site ships from our local European warehouses — in the UK, Germany and Poland — which is why delivery across the EU runs 3–5 working days, spare parts arrive in 2–3 days, and no rider ever waits on a customs form. Nothing you order here clears customs, because nothing you order here needs to. Local stock, local warranty parts, local support hours. Returns and warranty parts route through the same European network, which keeps both inside days rather than weeks.

Before You Write

Where is my order?

Orders dispatch within 24 hours and a tracking link arrives by email within one business day — check your inbox (and spam folder) first. If tracking has not moved for two working days, that is exactly the kind of email we want: send the order number and we will chase the carrier from our side. The tracking link shows the country, the depot and the date the carrier has committed to; our team sees the same scan feed, and a little more besides.

Which model should I buy?

Tell us your commute distance, the steepest hill on the route, how many stairs stand between you and your front door, and whether the scooter needs to fold for a train. We will point you to the right model — honestly, even when it is the cheaper one.

Can I return it?

Yes — 14 days from delivery for an unused scooter in original packaging, pickup arranged and shipping covered by us, under EU consumer law. Warranty claims take a faster route: describe the fault, we ship the part from the EU warehouse free of charge.

Can I visit or pick up in person?

We are an online direct brand, so there is no showroom to browse — that is part of how the price stays honest. Business partners collecting a trial pallet can arrange a warehouse pickup by appointment; individual orders always travel by carrier, tracked door to door.

Do you sell to businesses?

Frequently — wholesale, distribution, OEM/ODM and drop-shipping. Skip customer service and write directly to business@sunnigoo.com with your company details and volumes, and the partnership team will take it from there. Tell us your volumes, your market and your timeline, and the first reply usually already contains pricing and a sample plan.

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Looking for SUNNIGOO customer service in Europe, a B2B or wholesale electric scooter supplier, or details on our UK, German and Polish warehouses? You are on the right page — Ride Anywhere, Live Happier.