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Customer Service | Return Policy | Shipping Inspection | Order Check List | Customer Forms | Tech Support Policy | FAQ


CUSTOMER SERVICE

When you purchase any products from our company you are purchasing from a company that has been in the business of providing various products by catalog or internet directly to customers for 24 plus years. What does this mean? It means we will be here to answer your questions and provide you with customer service when you need it. Our FOCUS is your satisfaction. We provide the best value and high quality products.

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. We welcome questions, please call us at 320-695-2691 / 1-800-950-2210 or email us at customerservice@familygokarts.com. Our technicians are here to help you with your questions, just call. Please read carefully all owner's manuals and directions before operating a cart!!

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

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.

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EXCELLENT and SIMPLE RETURN POLICY

At the time of purchase you agreed to the below terms:

If up to 45 days of owning your product, you decide you don't want your product for any reason, call and get a return authorization and send it back to the address given to you in the return authorization information and we'll gladly refund your money minus appropriate deductions. Deductions will apply on missing or damaged merchandise/parts. This return policy does not apply to carts that have had alterations, abuse, negligence or an accident and have not had proper maintenance or assembly. Shipping expense is not refundable nor reimbursable for any reason. Items will be returned at your expense. Merchandise will not be accepted for return unless authorized. Please call 320-695-2691 and ask for returns to get your return number and the correct shipping address.

Cancellation Policy: If you need to cancel your order for any reason prior to receiving it, there is no cancellation fee if your order has not been processed. If the order has been processed you will be responsible for a 5% processing fee to cancel the order. If your order is cancelled after it leaves the warehouse you will be responsible for all shipping charges and a 5% cancellation charge.

Financed orders that are cancelled will be charged a 5% cancellation fee, no exceptions.

If you have any questions about our products please email JB@FamilyGoKarts.com or CALL 320-695-2691 / 1-800-950-2210. We enjoy helping our customers/potential customers out. We want to make sure we can meet your product needs. If you have any questions before you purchase from us, please let us know your questions. We enjoy making sure we can meet your product needs. We only sell the best! ALL ITEMS ARE BRAND NEW AND ARE NEW IN ORIGINAL PACKAGING.

Please be sure to check all packages for any damage from freight line and note any damage on the bill of lading. B.W. Incorporated is not responsible for damaged products due to shipping. However, B. W. Incorporated will work with you to help handle any shipping issues.

THERE WILL BE A $169.98 return, handling, stocking & original shipping charge for any refused or returned Gokarts smaller than 150cc.

THERE WILL BE A $299.98 return, handling, stocking & original shipping charge for any refused or returned 150cc Gokarts.

THERE WILL BE A $399.98 return, handling, stocking & original shipping charge for any refused or returned Gokarts larger than 150cc.

THERE WILL BE A $399.98 return, handling, stocking & original shipping charge for any refused or returned UTVs.

THERE WILL BE A $169.98 return, handling, stocking & original shipping charge for any refused or returned electric ATVs, electric gopeds and/or electric dirtbikes.

THERE WILL BE A $169.98 return, handling, stocking & original shipping charge for any refused or returned ATVs, Scooters, Dirtbikes, and/or Trikes!

THERE WILL BE A $269.98 return, handling, stocking & original shipping charge for any refused or returned trailer orders!

THERE WILL BE A $99.98 return, handling, stocking & original shipping charge for any refused or returned generator orders!

THERE WILL BE A $19.98 return, handling, stocking & original shipping charge for any refused or returned helmet orders!

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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URGENT SHIPPING INSPECTION INFORMATION

It is vital that you inspect your shipment immediately upon arrival, and note ANY damages to shipment, including damage to the shipping container. If there is ANY damage to your shipment, you must note this on the BOL when you sign for your package(s). You must also report any damages to B.W. Inc by email at JB@FamilyGoKarts.com or by phone at 1-800-950-2210, within 3 days (including weekends and holidays) of receiving your shipment in order for us to file a claim for any damages. If you report damages during that time, B.W. Inc will file the claim for you and ship out your parts free of charge. If you do not report damages to B.W. Inc 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 BOL how many boxes you received before the driver leaves. If a package is refused without approval of B.W. Inc. the restocking fee will apply.

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Order Check List
Read Carefully

1) Your order will be shipped directly from the manufacturer. On average shipping takes approximately 7-14 business days. (this does not include weekends) B.W. Inc will be forwarding your 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. Please note that the shipping container is cardboard, and probably will have tears, or dents. Accept the order within reason and as a precaution, please note any visible damages either on the box or the product on the BOL (Freight Bill) when you sign for your package. Please see the shipping inspection guidelines provided above. It is very important to follow these guidelines. Once you have it assembled, if you notice anything missing or damaged, just give us a call, we will handle your claim, and get your parts out to you that you need. Parts normally take 7-21 business days to receive.
FamilyGoKarts offers ATVS

2) We do have a technician on staff to assist you with any issues that you may have with your product. Please remember that you are purchasing your item wholesale, and because we are not physically on location with you, you will need to be our eyes and hands to walk you through any warranty or technical issues. If you need to take it to your local small engine dealer for repair or warranty work we will work with them for any warranty repairs, as long as the manufacturer and your small engine dealer agrees.

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

4) B.W. Inc is proud to say that we do have a 45 day money back guarantee on the product you order. If you decide within that time that you want to return the product you may do so at any time during that period. However you must make sure that you package the product up so that there is no damage done during return shipping. Keep your original shipping package materials during this 45 day period. As with any product, shipping back is not refundable for any reason and some items have a restocking charge. Check our website for additional details.

5) Please understand that laws in every state are different, make sure you research and understand the laws in your state regarding your purchase. B.W. Inc. supplies a safety page that we strongly urge you to read before making your purchase. Check with your local DMV and state laws to find out what they required for using your purchase on public and or private lands, we believe some of the Gokarts can be green or red stickered for California residence.

Thank you for your order, and please call us with any questions you may have.

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Customer Forms

For shipping damage claims, parts and warranty claims forms, or other miscellaneous customer forms, you can find them by clicking here.

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Technical Support Policy

If you have a TECH 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 you with your tech questions at Familygokarts.com. Familygokarts may have to require digital pictures, VIN number, a written report of what the issue is, and/or the parts numbers you are referring to as shown in your parts manual, as we can not physically see the issue over the phone. Tech support will be free of charge for the first 60 days of owning your product. After 60 days of date of purchase there will be a $35.00 charge to obtain our mechanics assistance. When you call in for technical support, please have your order number available so that we may direct you to the correct service for your issue. Tech support is only offered for units purchased through Familygokarts.com.

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FAQ

1. What size ATV is right for me?
First of all, we would recommend checking with your state laws and guidelines to determine if there is a particular engine size you must remain in for legality reasons. Next grab a measuring device and measure. The dimensions are found on the specs page of every gokart and will give you accuracy. Also to make it easier, we have labeled each unit, Mini, Mid, Mid Medium, Mid Full and Full Size. It gives you an idea of size. The seat height is also mentioned to give you an idea how high you would sit on the ATV.

2. What assembly is required when I receive my ATV?
Your ATV will come to you as it would a dealership. Therefore, you will do things such as put on tires, handlebars, charge the battery, change the oil, check all nuts and bolts for tightness, check your chain, possible minor carb adjustments if necessary (adjusting screws), add gas, etc. We are set up with Tech support should you have any questions at all. You can email our Tech at tech@familygokarts.com.

Set up time depends on experience but will run anywhere from 45 minutes to 2 hours.

3. What general maintenance is required for ATVs and Go Karts?
Please follow your manufacturer recommendations. If you do not receive them, let us know, we will email you a general maintenance schedule. Some simple procedures will include oil changes, lubricating any movable parts, checking tightness of bolts and chain and daily inspection.

4. Where are these ATVs made?
Our ATV's are all manufactured and engineered in quality factories in China.

5. 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 that comes with the ATV

6. Where do you ship to?
We ship to any business address within the continental USA for absolutely FREE!

7. Is ordering online with FamilyGoKarts safe?
Absolutely, our Corporation, BW Inc has been in business since 1990 and going strong. 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

8. 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.

9. 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.

10. What is the shipping cost?
Shipping to a business address is Free for the ATV's and some Gokarts.

11. 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 email tracking@familygokarts.com to ask for status.

12. Does my ATV/Gokart have 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.

13. What do I do if I need tech support?
First Stay Calm: We are here to work with you. Remember, we want you to enjoy our services and your ATV more than we do...so work with us and we will get a solution to you as soon as we can. Remember you are our eyes hands, ears and mouth with your ATV concerns, we are on the other end of the phone working for you.

14. Can I order parts through FamilyGoKarts?
Yes, we not only have access to our parts but we are also equipped to handle other parts orders. Simply e-mail us your parts request by going to our parts store request at http://www.familygokarts.com/atv_parts_request and we will in return send you back a quote on parts and then you can give us a call and we can get your parts on order for you.
For quicker service on simple parts such as Nuts, Bolts, Spark plugs, Fuel Filters, can be purchased locally at places like Walmart, a lawnmower repair shop, local small engine dealers or an Auto parts store.

15. Do I have to mix gas and oil for fuel?
The ATV's are 4-stroke so there is no mixing gas and oil.

16. 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.

17. What is FamilyGoKart.com's return policy?
At the time of purchase you agreed to the below terms:

If up to 45 days of owning your product, you decide you don't want your product for any reason, call and get a return authorization and send it back to the address given to you in the return authorization information and we'll gladly refund your money minus appropriate deductions. Deductions will apply on missing or damaged merchandise/parts. This return policy does not apply to carts that have had alterations, abuse, negligence or an accident and have not had proper maintenance or assembly. Shipping expense is not refundable nor reimbursable for any reason. Items will be returned at your expense. Merchandise will not be accepted for return unless authorized. Please call 320-695-2691 and ask for returns to get your return number and the correct shipping address.

Cancellation Policy: If you need to cancel your order for any reason prior to receiving it, there is no cancellation fee if your order has not been processed. If the order has been processed you will be responsible for a 5% processing fee to cancel the order. If your order is cancelled after it leaves the warehouse you will be responsible for all shipping charges and a 5% cancellation charge.

Financed orders that are cancelled will be charged a 5% cancellation fee, no exceptions.

If you have any questions about our products please email JB@FamilyGoKarts.com or CALL 320-695-2691/1-800-950-2210. We enjoy helping our customers/potential customers out. We want to make sure we can meet your product needs. If you have any questions before you purchase from us, please let us know your questions. We enjoy making sure we can meet your product needs. We only sell the best! ALL ITEMS ARE BRAND NEW AND ARE NEW IN ORIGINAL PACKAGING.

Please be sure to check all packages for any damage from freight line and note any damage on the bill of lading. B.W. Incorporated is not responsible for damaged products due to shipping. However, B. W. Incorporated will work with you to help handle any shipping issues.

THERE WILL BE A RESTOCKING CHARGE DEPENDING ON UNIT

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FamilyGoKarts offers Ken-Bar and Carter gokarts