Return Policy | Cancellation Policy | Warranty Policy | Shipping | Customer Forms | Tech Support Policy | FAQ

Customer Service

When you purchase from FamilyGoKarts.com, you're buying from a company that's been in the business of providing quality products by catalog and Internet directly to customers for 28 plus years. and that means we'll be here to answer your questions and provide customer service when you need it. Our focus is your satisfaction.

We strive to provide the best customer service possible. We have several years of expertise providing high quality customer service the right way! Your satisfaction is very important to us, and we welcome your questions and comments. Please call 320-695-2899 / 1-800-250-5502 or or contact us to speak to a customer service representative. Our technicians are here to help you with your questions. Please read all owner's manuals and directions carefully before operating any powersports vehicle!

If you have challenges with any product, please let us know as soon as possible. We will work on your behalf with the manufacturer at resolving any problems.

Order availability depends on the colors in stock. If a color is not in stock, we will notify the customer upon receiving notification from the supplier.

Return Policy

If up to 75 days of owning your product, you decide you don't want it for any reason, call for a return authorization number and just send it back. We'll gladly refund your money (less shipping and restocking charges) - no questions asked.

Deductions apply on dirty, missing or damaged merchandise/parts. This return policy does not apply to any product that has been altered, abused, is completely used, has not had proper maintenance or assembly, or is otherwise damaged due to negligence. Returned merchandise must be in new, unused condition and include the original box and/or packaging with all documents and tags included. Shipping expense is not refundable nor reimbursable for any reason. Items will be returned at your expense. The returned item must be insured for full purchase price. Merchandise will not be accepted for return unless authorized. Please call 320-695-2899 and ask for Returns to get a return number and the correct shipping address.

Restocking Fee

Return, handling, restocking and original shipping charges apply for any refused or returned merchandise as follows:

  • $169.98 for GoKarts smaller than 150cc
  • $299.98 for 150cc GoKarts
  • $399.98 for GoKarts larger than 150cc
  • $399.98 for UTVs
  • $169.98 for electric ATVs, electric Sit/Stand Scooters and electric Dirt Bikes
  • $169.98 for ATVs, Scooters, Dirt Bikes and Trikes
  • $269.98 for Trailers
  • $59.98 for Hoverboards
  • $99.98 for Generators
  • $19.98 for Helmets

A restocking fee of 24% will be applied for returns of all other items when FamilyGoKarts is not at fault or the product being returned is not defective.

A restocking fee will be applied to all refused items.

Return Shipping

Return shipping charges are the responsibility of the customer when FamilyGoKarts is not at fault or the product being returned is not defective.

Returning Finance Purchases

For all Timepayment Finance Purchases and Pay-Tomorrow Finance Purchases: Due to the nature of the finance agreement between these finance companies and the customer, our standard 60 day return policy does not apply to purchases made using these finance options.

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Cancellation Policy

Orders purchased with credit card, debt card, PayPal, instant check, ACH or checking (i.e. non-finance orders): If a customer needs to cancel an order for any reason prior to receiving it, there is no cancellation fee, if the order has not been processed. If the order has been processed, the customer is responsible for a 5% processing fee to cancel the order.

If an order is canceled after it has already shipped, the customer is responsible for all shipping charges and all restocking fees.

Canceling Finance Purchases

For all Timepayment and Pay-Tomorrow finance purchases: per these companies' policies, once the finance agreement has been signed and submitted by the customer, the order cannot be canceled, without exception.

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Warranty Policy

Unless specified otherwise or an extended warranty policy is expressly purchased for the product in question, all products carry the warranty of the original manufacturer. FamilyGoKarts will assist customers with their warranty. However, FamilyGoKarts does not provide any direct warranty on any item sold.

We have technicians on staff to assist with any issues that you may have with your product. Please remember that because we are not physically on location with you, you will need to be our eyes and hands to walk through any warranty or technical issues. If you need to take your unit to a local mechanic for repair or warranty work, we will work with them for any warranty repairs as long as the manufacturer and your mechanic agree.

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Shipping

Shipping Inspection Guidelines

Please be sure to check all packages for damage from the freight company and note any damage on the Bill of Lading (BOL) and delivery record. FamilyPoolFun is not responsible for damaged products due to shipping. However, we will work to help handle any shipping issues. Please see the shipping inspection guidelines provided below. It is very important to follow these guidelines.

It is vital that you inspect your shipment immediately upon arrival and note any damages, including damage to the shipping container. If there is any damage to your shipment, you must note this on the Bill of Lading (BOL) when you sign for your package(s). You must also report any damage to FamilyPoolFun by contacting us or by phone at 1-800-250-5502, within 3 days (including weekends and holidays) of receiving your shipment in order to file a claim. If you report damages during that time, FamilyPoolFun will file the claim for you and ship out any replacement parts free of charge. If you do not report damages within 3 days, we will not be able to file a claim for you, and you may have to pay for any parts you need shipped to you and file the claim with your shipping company separately for reimbursement. Also, please do a complete box count and write on the Bill of Lading (BOL) how many boxes you receive before the driver leaves. If a package is refused without prior approval, a restocking fee will apply.

Lift Gate Service

If you did not order a liftgate service to unload your product from the Freight Transportation truck, you will be responsible for moving the item from the truck. The driver may help you, but because of safety issues, drivers are not contracted or required to have to help remove items from the truck.

Shipment Tracking

Your order will be shipped directly from the manufacturer. On average, shipping takes approximately 7-14 business days (not including weekends). When available, FamilyGoKarts will forward a tracking number to you once your order is placed on a UPS Freight Shipping Truck for delivery. You can track this online at http://ltl.upsfreight.com.

Shipping Damage

Please note the shipping container is typically cardboard and probably will have tears or dents. This is normal and does not mean the shipment is damaged. Please accept the order within reason and note any visible damage either on the box or the product on the Bill of Lading (BOL) as a precaution when you sign for the delivery. If you notice any missing or damaged parts after unpackaging and assembling your unit, just give us a call. We will handle your claim and ship any parts that you need. Parts normally take 7-21 business days to receive.

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Customer Forms

For shipping damage claims, parts and warranty claims forms, or other miscellaneous forms, please click here.

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Technical Support Policy

If you have a technical issue, taking your unit to a mechanic that you can trust is always recommended so that your mechanic can have a hands on and physical sight and sound experience to help diagnose any issues that may arise. If you are not able to locate a mechanic, we will be glad to help. We require digital pictures, VIN number, a written report of what the issue is, and/or the part numbers you are referring to as shown in your parts manual in order to help. Technical support is offered according to the service agreement applicable to your vehicle in effect at the time of purchase. To better assist you, please have your order number available any time you contact technical support. Technical support is only offered for units purchased through Familygokarts.com.

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Specifications and Changes

The information, pictures and specifications on this web site are believed to be accurate and reliable but may not be definite as each manufacturer has the right to make changes without notice. The manufacturer reserves the right to change product specifications, designs and standard equipment without notice and without incurring obligation. FamilyGoKarts is not responsible for typographical errors or manufacturer changes. Prices are subject to change without notice.

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Customer Responsibilities

Please understand that laws in every state are different. Make sure you research and understand the laws in your area regarding your purchase. In addition, FamilyGoKarts supplies safety information that we strongly urge you to read before making your purchase. Check with your state and local laws to determine what is required to use your purchase on public or private land. FamilyGoKarts is not responsible for ensuring your purchase is legal to use within your jurisdiction.

Some powersports units may be green or red stickered for use in California.

This section may not include all customer responsibilities that may apply.

Failure to pay an invoice per our stated terms, can and will result in attorney and collection fees of up to 33%.

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Frequently Asked Questions

  • What size ATV is right for me?

    First, we recommend checking with your state and local laws to determine if there are specific engine size or age limit regulations that govern your area. Next, grab a ruler and measure. The dimensions for most units can be found in the specifications list on the product page. To make shopping easier, we may provide broad age recommendations, physical dimensions, seat height, engine size, power output and list safety features where applicable. We may also label units to suggest the intended operator size or age; such as Mini, Mid, Medium, Full Size, etc. These labels and recommendations are intended as general guidelines only and should not be considered binding in any sense. Some age groups may overlap and the sizes and specifications of similar units may vary significantly. Please review all information provided and carefully consider how it applies to you or your children. Only you know your or your child's physical and mental abilities, strength, skill and maturity, and only you can adequately determine which ATV is appropriate for your given situation.

  • What assembly is required when I receive my ATV?

    Your ATV will come to you as it would a dealership. Therefore, you will need to inflate the tires, install the wheels, handlebars, charge the battery, change the oil, check all nuts and bolts for tightness, check your chain, possibly make minor carburetor adjustments if necessary (adjusting screws), add gas, etc. Set up time depends on experience but usually takes anywhere from 45 minutes to 2 hours. If you need assistance, please contact our support by submitting a support request here.

  • What general maintenance is required for ATVs and GoKarts?

    Please follow your manufacturer recommendations. If you do not receive them, let us know, and we will email you a general maintenance schedule. Some simple procedures include changing the oil, lubricating moving parts, checking tightness of bolts and chain and daily inspection.

  • Where are these ATVs made?

    Most of our ATVs are engineered and manufactured in quality factories in China.

  • Do you send me the paperwork to Register my ATV locally?

    Yes you will be provided with your invoice upon order and a Manufacturer's Statement of Origin (MSO) that comes with the ATV.

  • Where do you ship to?

    We ship to any business address within the continental US absolutely FREE!

  • Is ordering online with FamilyGoKarts safe?

    Absolutely, our corporation, BW Inc., has been in business since 1990. We have secure online ordering which tells you that we are a company you can count on.

  • What forms of payments do you accept?

    We take most common form of payments, such as:

    Check/Check by Phone
    Money Order
    Credit/Debit Cards/ Prepaid Credit Cards
    Paypal

  • Will I receive an invoice?

    Yes, absolutely, you will receive your receipt within 5 minutes of your order via email. Please make sure you provide an accurate email address so you will receive all your important notifications and documents.

  • What is the shipping/delivery time?

    We use UPS Freight for ATV's and Gokarts. From Date of order until the time you receive your ATV/Gokart is approximately 7-14 business days. The date you place your order, you will receive a "Liability Release" email. This is very important, the form will have an acceptance button on it that you will need to click before our processing department will process your order, so the sooner you read through the terms and accept the liability agreement, the sooner we can process your order. Once the order is shipped you will receive a tracking number via email (usually within 6 days) so you will have a better idea of arrival.

  • What is the shipping cost?

    Shipping to a business address is Free for ATVs and Gokarts.

  • When will I receive my tracking information?

    You should receive a tracking number within 7 business days of placing your order and accepting the liability release form. If you do not, please submit a support request to ask for tracking status.

  • Does my ATV or Gokart come with a warranty?

    Yes absolutely! You will receive the manufacturers warranty with each vehicle. You can read each warranty in it's entirety on the specs page of the unit, under the warranty tab.

  • What do I do if I need tech support?

    Please submit a support request to generate a support ticket. This allows us to help you better and more quickly. Once we get this information, we will begin working on a resolution immediately.

    Please remember to stay calm. We are here to work with you, and we want you to enjoy your new ATV. Because we cannot physically inspect the vehicle, you are our eyes, hands and ears as we work to correct the problem. Cooperating and working with us helps us get a solution faster.

  • Can I order parts through FamilyGoKarts?

    Yes, we not only have access to thousands of parts for the brands we sell but we can provide parts for other brands, as well. If you're unable to locate the part you need in our online selection, please submit a support request, and we will send a quote for the parts you need along with instructions for placing an order.

    For quicker service, remember that simple parts like nuts, bolts, spark plugs, and fuel filters can be purchased locally at places like Wal-Mart, Home Depot, Lowe's, a lawnmower repair shop, local small engine dealer or auto parts store.

  • Do I have to mix gas and oil for fuel?

    If the unit you purchased is a 2-stroke, you will need to mix oil and gas according to the manufacturer's recommendations. However, most unit we sell are 4-stroke, so there is no mixing gas and oil, although you must ensure there is sufficient oil in the engine before operating the unit.

  • What type of engine oil do I use for my ATV?

    Always work with your manufacturer recommendations but a general rule is simply Standard 10w40.

  • What is FamilyGoKart's Return Policy and Cancellation Policy?

    Please see our official return and cancellation policies.

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