SHIPPING POLICY

Is free shipping available on every order?

Free shipping is available on some products but not others. Please review the table below for shipping rates. 

Product Type

Shipping Rate

Type

Accessory: $20.00 AUD Fixed Rate

Electric Scooter (V-10, V-50): FREE

Electric Moped (City, Vasto, Sport, Duo, Duo+): $395.00 AUD Fixed Rate

Are there any exceptions to the shipping policy?

In some circumstances, Benzina Zero may be unable to locate a courier that will deliver to the customer’s address (particularly islands & remote, regional areas), or the cost of shipping an order to that address is greater than the total order value. In these circumstances, Benzina Zero may contact the customer in order to:

  • Cancel & refund the order,

  • Change the contents of the order,

  • Arrange an external courier at the customer’s expense.

How will my order be delivered?

All Benzina Zero products are shipped via a courier service unless otherwise stated. Benzina Zero does not take responsibility for the actions or performance of external couriers or delivery partners as Benzina Zero has little control once the order is picked up. This includes but is not limited to:

  • Couriers leaving packages in an unsafe area,

  • Couriers that don't deliver to the correct address or recipient,

  • Couriers that don’t delivery in a timely manner,

  • Couriers that don’t notify customers of an estimated delivery time.

While such occurrences are extremely rare, Benzina Zero will do its best to help rectify the situation if it arises. 

Will my order be shipped by air?

Orders that contain lithium batteries cannot be shipped by air due to the battery contents of each product. We can ship accessories via air however. 

From where will my order be dispatched?

All products are shipped from Benzina Zero’s warehouse, located at 80 Yarraman Place, Virginia, Queensland, 4014.

Will I be sent a tracking link?

Customers will be sent a tracking link upon fulfilment of their orders. This may take up to 24 hours to arrive on business days, and 48 hours to arrive if the order is placed on a weekend or public holiday. 

Will my order be dispatched the same day?

Benzina Zero strives to dispatch as many orders on the same day they are placed provided they are placed by 12 noon, Monday - Friday. Unfortunately, Benzina Zero can't guarantee this will be achievable on every order. 

Is same day dispatch available every day of the year?

Same-day dispatch is not applicable on public holidays in Queensland, Australia.

Can I change, modify, or cancel an order after it has been dispatched?

Benzina Zero is unable to change, modify, or cancel an order after it has been dispatched. Similarly, Benzina Zero does not price match, instead we choose to focus on offering incredible service and support, so no refunds or discounts will be offered post-purchase if the customer finds the same product at a lower price elsewhere.

What happens if I need to change or cancel an order after it has been dispatched?

After the order has been delivered, customers can return their order to Benzina Zero at their own expense within 14 days of the initial purchase so long as the products are unopened, unused, and undamaged. Once the full contents of the order have been received & verified as unopened, unused, and undamaged by Benzina Zero, a full refund shall be issued minus the return delivery fee, a restocking fee, and any fees from payment merchants incurred by Benzina Zero when the order was placed. Please contact info@benzinazero.com to arrange a return. 

Why might my order be delayed?

While Benzina Zero strives to deliver every order as quickly as can be achieved, there may be exceptions where this may not be possible. These can include:

  • Customer order time (eg. public holidays, weekends, courier cut off times),Delays out of Benzina Zero’ control (delays from shipping, customs, couriers, missing orders, lost orders),

  • Pre-orders - Times can vary significantly as Benzina Zero is often dependent on customs and delivery to Benzina Zero’s warehouse plus backlogs of orders, 

  • Other circumstances are out of Benzina Zero’s control,

Can my order be shipped to a P.O. Box or parcel locker?

Orders cannot be shipped to P.O. boxes, parcel lockers, storage units, vacant lots, public areas, or left unattended at the delivery location. Orders must be delivered to a residential address at which the customer resides, or workplace at which the customer is employed.

Do I need to sign for my order?

With the exception of accessories, orders for electric scooters and rides must be signed for by the customer who placed the order upon delivery. Deliveries to proxies, regardless of whether they have been nominated by the customer to accept the order on the customer’s behalf, may not be delivered. If a customer requires a third-party to collect the order, please contact Benzina Zero as soon as possible. 

Can someone else collect my order?

In an effort to combat fraud, Benzina Zero does not authorise third parties to collect orders on behalf of the Customer. If a Customer wishes a third party to collect their order, please contact info@benzinazero.com. 

Am I entitled to compensation if my order is delayed?

Benzina Zero does not take responsibility or offer refunds/ compensation for orders that are delayed or not delivered. Some examples of additional circumstances we do not cover include but are not limited to:

  • Customer is not available at the time of delivery,

  • Customer has nominated a third-party to collect the item and that third-party has not made themselves available, or has failed surrender the product to the customer,

  • Customer has changed the delivery address,

  • Customer has instructed the delivery partner to return at another time,

  • Issues with delivery partner or courier post-order dispatch.

Do I need to show my ID when my order is delivered?

Customers will need to provide proof of ID before the order is handed over if requested by the delivery partner. This is to ensure that orders are not hijacked by third parties, and offers a layer of security for both our customers and Benzina Zero. Failure to produce ID may result in the order being cancelled. In this circumstance, a full refund minus the return delivery fee, restocking fee, and fees incurred by Benzina Zero from the customer’s original chosen payment merchant will be issued to the customer once the full contents of the order have been returned to the Benzina Zero warehouse. 

I received a notification that my order has been cancelled. What can I do?

Sometimes, the Benzina Zero order system will automatically cancel orders it deems as a high risk of fraud. This happens to protect customers from credit card fraud. This can be due to a variety of reasons, and as the system is largely automated, the Benzina Zero support team may be unable to inform the Customer as to the exact reasons the order was cancelled. 

If you believe your order was incorrectly cancelled, please contact us at info@benzinazero.com. Customers may be required to show photo identification or evidence of owning payment methods used in the transaction. We may also need to hold your order for a period of time while we verify your details. Benzina Zero may also request that the Customer pays via a direct deposit, or a third-party payment tool such as Paypal, Afterpay, ZipPay, etc.

Please note, Benzina Zero takes credit card fraud very seriously, and offenders will be reported to the relevant authorities.

Can I have my order delivered to a local Benzina Zero dealer?

Yes, all Customers can choose to have their order delivered to a registered Benzina Zero dealership for collection. The dealer will assemble the product, but the Customer will be required to cover the costs of roadworthy inspections & registration costs applicable to the Customer’s state. 

The Customer may also choose to have their order delivered to their place of residence. However, in doing so, the Customer will be required to assemble the products in their order themselves. The Customer will also be required to arrange their own roadworthy inspection & cover all road registration costs for their state. 

Can Benzina Zero change or update the Shipping Policy?

Benzina Zero reserves the right to change, modify, amend, or replace any part of this shipping policy, including its applications, inclusions, & exclusions at any time without any notice. 

How can I contact Benzina Zero if I have questions about shipping?

Customers can email info@benzinazero.com if they are concerned about their order and Benzina Zero will try to help in every way possible.