Shipping was supposed to take 5-6 business days, they claimed it would ship out on Oct 19, but it didn't come until Nov 2 so that was frustrating. When I finally got it and took it out, the highest speed it would go was 15mph (not 18 as advertised), and then the speed cut in half when the battery reached around 75% so that was really frustrating. After emailing them to try and solve this problem, sometimes they got back to me within 1 day but other times it took them a few days to respond. Eventually I brought it into their store in NYC on a Thursday and they told me it would be ready to pick up by Friday or Saturday latest and I would receive a text letting me know when it was ready. By Tuesday I had still not received any text so I went in to the store and found out it still wasn't ready. I asked them if they could just deal with it right then and there, and to their credit, they just gave me a new scooter altogether. However, on the ride back, even though it got up to full speed and was operating slightly better, I was still experienced the same problems as I did with the initial scooter (i.e. the speed cut from 18mph to 11mph at about 50% battery and then continued to get slower). The whole experience was frustrating and the scooter isn't worth it.