Question 1

Order status and shipping

Accepted Answer

Unlike big retailers, we are a full-scale manufacturing facility. That means every single Beach Mule is built from the ground up in-house, using high-dollar precision equipment. We don’t outsource, and we don’t mass-produce—we manufacture each Beach Mule with care, right here in the USA. We ship Beach Mules worldwide, year-round—there is no “off-season” for us, and demand never slows down. Your Beach Mule is in active production and will be moving through our system as quickly as possible. Accessories ship separately from your Beach Mule, so you will receive tracking information for those as well. We will keep you updated as things progress.
		- You’ll receive tracking information automatically once your Beach Mule ships.
		- If you need more details, check out our Terms & Conditions and Shipping & Returns Policy—these were agreed to at checkout and outline everything about our process.

Question 2

Replacement Parts

Accepted Answer

Traditionally it has been difficult for product manufacturers to repair something as complex as the Beach Mule from thousands of miles away. Luckily, we have invented a way to change that; all of our electrical panels can be removed with 8 screws and replaced just as easily. Same goes for the throttle and all other electrical components. Not sure which to replace? No worries,  the Customer Care Request form is there for technicians to review and either issue a shipping label or to send off a mechanical part. Please note: the shop is allowed at least a week or more depending on work flow to review CCRs and we will contact you with what the shop technician determines. The shipping label is purchased by the customer initially and is around approximately $10 anywhere in the US and if the issue was determined to be a manufacturing defect we refund the shipping price and send a new panel or part. We also offer the same repair policy to all customers, even those outside of the US. We will get a shipping quote with our discounted rate at the time of request for any customer, regardless if they are in the US or not! This is all to help keep your Beach Mule running strong and offer the widest amount of support anywhere on the market in the world!

Question 3

Refund or cancel order

Accepted Answer

Due to our warranty policy and the fact we are a small manufacturing business, where all parts are made by hand and we do not have a warehouse full of product as all orders are made by hand, we have terms and conditions that we allow all customers to review before checking off a signature at the checkout screen. Due to the fact that we are a small business who uses funds to operate and everything here is made to order, by hand, all sales are FINAL. We  do encourage all customers to read thoroughly and understand what they are buying before clicking purchase. Feel free to choose from any of our videos, information on social media or our very knowledgeable AI for any questions on operation or for more details on the Beach Mule!

Question 4

Troubleshooting

Accepted Answer

If you need assistance with troubleshooting. For example, wheels turning without pressing throttle, the cart isn't moving even with power, etc. then we require you to fill out a customer care request form (CCR). Our team will review your issues and we will get back to you as soon as possible. (this can take up to 5-7 business days)

Question 5

Shipping Damage

Accepted Answer

While we do not have control over the packages once they leave our facility and are in the hands of the carrier, we do apologize for any frustration or inconvenience caused by damage caused during shipping. For this process, you will have to contact the shipping carrier directly to file a claim and THEN contact us. We are not able to get information or do anything unless a claim is filed with the carrier BEFORE contacting us.

Question 6

Tracking issues

Accepted Answer

We apologize that you are having issues with the tracking! Unfortunately, once we ship out your Mule, we are no longer responsible for the package and it is not in our hands. Therefore, you will have the to contact the carrier, directly, from which your package was shipped through.