Contact VELOFLOW Support

You reach our own team

VELOFLOW sells electric scooters from local warehouses in the United States and the European Union. Whether you need a delivery update, a return instruction or help diagnosing a fault, your message goes to our own support team rather than an outsourced call centre.

Messages are handled in the order they arrive. If you have not heard back within two business days, reply to the same thread or send a WhatsApp message and we will pick it up again.

Email — orders, returns and warranty

Write to Kevinzhong@Tufront.com.

Email is the right channel when you need to attach photos, a video or a document, and it keeps a written record of your order or claim. To help us answer in one reply, include:

your order number (it appears in your confirmation email and starts with #);
the model, for example E3, E5 Pro or E7 Ultra;
the serial number from the frame or battery compartment, for warranty and return requests;
a short description of the issue, with photos or a video where relevant.

WhatsApp — quick questions

Message +8615070174507 or open the chat directly: wa.me/8615070174507.

WhatsApp suits short checks: whether a model is in stock for your region, where your parcel is, or which part you need. Photos and short videos are welcome. Messages received outside our support hours are answered on the next working day. For returns and warranty claims that need documents, email remains the better record.

Company and US warehouse address

VELOFLOW — company and US warehouse contact address
6509 Kimball Ave, Chino, CA 91708

This is the address for correspondence and courier paperwork. It is not a returns depot: parcels sent here without an RMA number cannot be matched to an order and may be refused or delayed.

Online store: https://veloflow-e-scooter.com

Return addresses — RMA number required

Returns are accepted only at the address for the market you ordered from, and only after our team has issued an RMA number.

United States: 1552 N Alder Ave, Rialto, CA 92376 US

Europe: Brakenhof 10, Estorf, Niedersachsen, 31629, Germany

Please do not ship a return to 6509 Kimball Ave, Chino, CA 91708.

What happens after you write

Every message is read by a person and answered from Kevinzhong@Tufront.com.
If we need more information, we ask for it in one message rather than several.
Delivery questions: we check the carrier record and reply with the current status and next step.
Returns: we confirm eligibility, then send the RMA number and the correct return address.
Warranty: we start with troubleshooting, because many faults are solved by a replacement part rather than a return.