Update #4 - Frequently Asked Questions
over 1 year ago
– Tue, Jun 20, 2017 at 05:33:26 PM
Hello XTND backers!
We’ve received great questions from you since the launch of the campaign. We thought this would be a great opportunity to give you an update covering the most important ones about XTND.
1. What’s the warranty for the XTND Board?
Every board comes with a standard 12-month warranty against manufacturing defects. Moreover, all the boards include a 6-month warranty for the battery. Bearings, wheels, and anti-slip cover are normal wear and tear items and are not covered under warranty.
2. What is the return policy?
We want you to be happy with our board so in case you’re not, you can send it back to us within 14 days with a full refund.* Please bear in mind items returned for refund must be returned within 14 days from delivery. Otherwise, we cannot refund it.
*Customers are responsible for shipping costs for all return claims and are subject to restocking fee of 15% if the board has been ridden or are not in store bought condition with packaging in new, sellable form.
3. Where is the XTND Board manufactured?
All the components of the board are designed and manufactured in Europe except for the batteries that we buy from high-quality suppliers from Asia. The company is based in the US where our marketing and sales team is, but our R&D, as well as other parts of the team, are in Europe. We are working with top suppliers and manufacturers of the longboarding, automotive, and space industry. Our team comprises experts with extensive experience in operation and supply chain management as well as mass production.
4. How do I choose the battery pack and other customized features?
After the end of the campaign, we’ll send you a survey where you’ll be able to choose everything to your liking, including the battery pack of your choice, the color, the type of wheels, and other customized features.
5. Is it possible to buy spare batteries, wheels, and other accessories?
In the last week of the campaign, there will be add-ons that you can buy included in the reward section.
6. What batteries can I choose from?
Every backer will be able to choose a battery pack they prefer. We offer 3 battery packs that differ in capacity. The smallest battery pack is 81Wh with an approximate range of 6.2 mi (10 km) at standard use. The medium one is 99Wh and around 9.3 mi (15 km). Both of these battery packs are suitable for traveling by plane. The battery pack with the highest capacity is 133Wh with the range of 12.5 mi (20 km). As for the weight, it ranges from 1.54 to 1.98 lbs (700 - 900 g) depending on a particular pack.
7. How much does the XTND Board weigh?
The weight we give in the campaign does not include batteries, which is also common with other board companies, because the weight depends on a particular battery pack. With batteries, the weight ranges from 8 to 8.6 lbs (3.7 - 3.9 kg).
8. Is the board waterproof?
The XTND Board is waterproof (the prototypes are not yet waterproof, but the final product will be) so you don’t have to worry about the rain or if you accidentally drop it into water and pull it out quickly. Life happens, we know. The remote control is not waterproof, just water-resistant, but it can be used in the rain, too. However, safety always first so be careful when you ride on a wet terrain. The wheels can lose adhesion in a heavy rain so we recommend taking it slow and using terrain wheels, if possible.
9. Where will the XTND Boards be shipped from and what does that mean for me?
The XTND Boards will be shipped from 2 different warehouses - one is located in the USA and one in the EU. This means that for US and EU backers the stated prices are final and include VAT, i.e. the product should not be subject to any import customs duty in these countries. As for the rest of the world, the purchaser is responsible for any import or other duties.
These are the most frequent and important questions you ask us. In case you have any more, don’t hesitate to ask us in the comment section or send us a message. We’re more than happy to answer them all.
- Your XTND team