Frequently Asked Questions


UL Certification

MonoRover is proactively engaging with the CPSC in regards to the recently adopted required standard (UN38.3) and a voluntary standard (UL2272). The original MonoRover has exceeded the required standard, and we are currently investigating if our product complies with the new voluntary standard as recommended by the CPSC. We stand by our products and safety will ALWAYS be our #1 concern. 

 

 

Payments and Pricing

 

What forms of payment do you accept?

Monorover.com currently uses authorize.net for all purchases (note: we used PayPal until January 2016). All forms of credit or debit cards should process through this authorized site. If you use another site to process your payment, we will be unable to verify the purchase. You will receive a verification email with your order number shortly after the purchase. We do not accept any payments over the phone. Feel free to Contact Us with any further questions.


Can I exchange my MonoRover when the price changes?

The short answer: No. All of our prices are subject to change. We run frequent campaigns for special rover pricing so the price can be lowered one day, and higher the next. For this reason we are unable to grant any returns, refunds, exchanges or cancellations for any changes in price for orders that have already shipped. If you contact us within 24 hours of the price change we will honor a refund for the difference in the method of payment you used at the time of purchase, otherwise the price is absolutely final.


Why did my credit card payment fail?

Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via credit or debit card, please verify you entered the correct billing address. It helps if the billing and shipping address can match as well. Feel free to Contact Us with any further issues.


Why don't I receive an order confirmation email after my payment is completed?

Please contact support@monorover.com if you do not receive an email with your order number shortly after your submitted purchase.


How can I get a discounted rover?

Rover discounts only happen so often. For the very best rover deals, sign up for our emails at the very bottom of our web pages.


How can I stay updated on new products and promotions?

Get the latest rover news and promotions by signing up for our newsletter at the bottom of our web pages.

 

Warranties

 

How are warranties handled?

All U.S. purchases through www.monorover.com are applicable for a one-year warranty. Please see our Terms of Service for full details. We do not handle any warranties outside of www.monorover.com. You will need to contact the original store or seller whom you purchased through.

If you are looking to submit a warranty claim, please visit our warranty claim page. You can always reach out to support@monorover.com for any questions or concerns. Please keep all materials, including the original box, at the time of purchase for any warranty requests. Typically, we do not cover the cost of shipping for warranty claims back to our facilities.

 

What kind of defects are covered/ not covered in my warranty?

MonoRover will happily replace your defective rover for any sort of manufacture defects. Some examples of issues include, but are not limited to:

  • •Battery or charging issues
  • •Flashing red “R” which typically indicates an internal malfunction
  • •The Lights turn on but the unit does not move

Some of the issues that are considered customer misuse of product and are not included in the customer warranty are, but are not limited to:

  • •A “rattling” sounds inside the rover. This sort of damage is considered to be caused by impact from an external source and will not be covered under warranty
  • •Water Damage
  • •A rover that will not balance. These issues are related to the calibration of the unit and can be fixed by following the link to this YouTube video: https://www.youtube.com/watch?v=myG9oLj_KzA
Special Notes
  • •Any rover that has excessive external damage to the body will not be considered for the warranty
  • •Any rover that has any sort of modifications to the body of the unit will also be voided of warranty


Why is my MonoRover going slow?

Your unit could be moving slowly for several reasons. First, refer to the manual for the specifications and parameters to ensure you are following the correct limitations for the unit.

Learn how to toggle between training and expert mode, switching the unit’s speed, with our video.


How can I contact monorover.com for additional assistance?

Feel free to call our customer service line at (816) 853-1521. A MonoRover team member should be available most Mondays through Fridays from 10am to 4pm.

Feel free to email customer service at support@monorover.com. We usually respond within 24 hours and it’s the quickest way to reach a team member. If you are inquiring about a warranty claim, shipping information, affiliate program, or reseller questions, please visit the links before reaching out to us.


Shipping

 

How much does it cost for shipping?

Shipping is free on all orders!


Do you ship internationally?

We currently ship to the United States, Canada, United Kingdom, Europe, and Australia (note: not all countries are covered under our 1-year warranty, see Terms of Service for more information). If you are interested in shipping to South Africa and South America, please email support@monorover.com.


How do I change the shipping address or cancel my order?

Contact support@monorover.com immediately if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes to the shipping address and/or cancel the order.


How long will it be before I receive my order?

For most orders, your package will ship in 3-5 days within the US. Countries outside the US may vary slightly. This is an estimated shipping time and it can vary depending on inventory availability, weather, and shipping volumes.


Do you ship to PO boxes or Military APO/FPO addresses?

Unfortunately, we are unable to ship to PO boxes or military due to the large size of the package.


Why am I unable to track my order?

It can sometimes take 24-48 hours or so for tracking information to update once an order has shipped from our warehouse.   Tracking numbers that say “label created” for our international shipping have been shipped.  These items do not update until they reach the intended country.

Please email support@monorover.com if you do not receive your order by the end of the tracking period. Please note that orders shipping via UPS can be delivered as late as 9:00pm local time in some areas.


Can I you expedite shipping?

No, we are unable to expedite shipping at this time. The quickest shipping method arrives in 3-5 business days.


What methods of shipping are available?

All packages within the US ship UPS ground in 3-5 days. In European countries, your package typically ships DPD in 5-7 days. 


Why does my brown packing box look used?

If your outside shipment box looks reused, it’s probably because we didn’t want to waste it. From time to time, we reuse boxes. This only includes your outside shipment box. Your MonoRover box should be in new condition when it arrives.


 

Returns, Refund, and Repairs

 

How do I return my MonoRover?

Brand new items in the package can be returned within 30 days of receiving the unit. Refurbished units can only be returned 15 days after receiving the unit.  The customer must pay return shipping and a 20% restocking fee on all returns.


How long does it take for me to get a refund?

Once the return is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.


Where can I get my MonoRover repaired?

At this time, we are not offering repairs through our website. Please see the warranty page to inquire about a warranty for your unit.

If you are ineligible for a warranty repair, you may check with local bike or repair shops. Please note, you do void any warranty when you or another retailer alters or tampers with the unit.


Batteries and Safety Concerns

 

How long should I charge my MonoRover for?

The recommended charge time is 2-3 hours. Please DO NOT leave charged overnight as could results in damage to the charger or unit. It’s also suggested to never leave the unit charging while you are out of the room or away from the area.


Have the MonoRover hoverboards been recalled?

No, we pride ourselves on having the safest products on the market, therefore none of our products have ever been involved in any recall.


Are MonoRovers safe?

Not only do we believe in the safety of our product, we have the record to back it up. Our products have never been involved in any recall and we have worked to maintain the mandatory requirements for both UL and CE certifications while proactively pursuing voluntary UL certifications. Plus, we have currently have no fires attributed to our brand.


How do I know it is safe to shop with you?

This is the official MonoRover website. Please be aware of other fraudulent sites. We take great pride in offering a secure online shopping experience. We partner with authorize.net to ensure safe and verified purchases.


Who makes the batteries for the MonoRover R2?

The batteries are made by either LG or Samsung depending on the date of purchase.


Are MonoRovers certified?

Our MonoRover R2 (original hoverboard) and the R2D both have the UL and CE certifications for the batteries and charger. We are in the process of obtaining the voluntary UL 2272 certification for the entire board.


Reviews and Authorized Retailers

 

What are the current authorized retailers for the official MonoRover brand?

Please visit our authorized retailers page for more information. Unfortunately, several online websites claim to sell the official MonoRover brand. We advise you to check our authorized retailer list carefully before purchasing on any other website besides www.monorover.com.


Where can I find reviews of MonoRover products?

You can visit any of our product pages, official Amazon listings, or Ebay listings.

 

Rover Functions

 

How do I calibrate my MonoRover?

Please follow the instructions on our video to calibrate your MonoRover.


Where can I get an online version of a MonoRover user manual?

Please visit our MonoRover manual page for a list of user manuals, or check near the top of each individual product page for a PDF link.


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Term of Service

"MonoRover shall not be liable for special, incidental, consequential or punitive damages, including, without limitation, direct or indirect damages for personal injury, loss of goodwill, profits or revenue, loss of use this product or any associated equipment, cost of substitute equipment, downtime cost, or any other losses, or claims of any party dealing with buyers from such damages, resulting from the use of or inability to use this product or arising from breach of warranty or contract, negligence, or any other legal theory. In no event shall MonoRover be liable for any incidental, indirect, special or consequential damages or liabilities (stated above) in connection with the purchase, use, or operation of the product. MonoRover is not liable for property damage, personal injury, or death during operation of an official MonoRover product.
All express and implied warranties, including the warranties of merchantability and fitness for a particular purpose, are limited to the applicable warranty period set forth above. Under no circumstances does the 1-Year Manufacturer Warranty or optional 1-Year Extended Warranty apply to products purchased from an unauthorized retailer or reseller."