Frequently Asked Questions

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info@so-flow.com

Check most frequently asked questions here, if you still need help then please contact us.

FAQ General

SoFlow After Sales Policies
Please save the receipt from the purchase of your LOU Board. The SoFlow After Sales department will require you to provide an original receipt to receive help from the team.

For after-sales services or related questions, contact us at info@so-flow.com

Order Cancellation Policies

You may cancel an order within 7 days, without any additional charge or obligation.
After 7 days following the purchase date of your LOU board, a 5% cancellation fee will be charged if you choose to cancel your order.
Once the product has been shipped, or the status of the order is moved to “Shipping”, no refund will be permitted.
If the product is received, please see our return policy.
Refunds will be issued within 14 business days by PayPal or any third-party platform. The customer will be obligated to pay any fee charged by PayPal or other third-party platform.

Limited Warranty Policies

All repaired products are covered by the standard warranty starting on the date of original sale. The standard warranty guarantees the motor and battery for one year and the remaining parts of the board are covered for two years, excluding normal wear and tear. SoFlow has repair centers in California, Zurich and Shanghai. Customers will be responsible for the shipment fee when sending a product to one of our service centers.
If SoFlow determines that the issue is not covered by the warranty, the customer can request a customer paid repair service.
Customers are responsible for any and all loss liability or damages resulting from the use of SoFlow products, including loss of life, personal injuries, or property damage.

Customs fees vary according to the country in which you live. Customers will be responsible for customs and VAT fees.

You may cancel an order within 7 days, without any additional charge or obligation. After 7 days following the purchase date of your LOU board, a 5% cancellation fee will be charged if you choose to cancel your order. Once the product has been shipped, or the status of the order is moved to “Shipping”, no refund will be permitted. If the product is received, please see our return policy. Refunds will be issued within 14 business days by PayPal or any third-party platform. The customer will be obligated to pay any fee charged by PayPal or other third-party platform. 

All repaired products are covered by the standard warranty starting on the date of original sale. The standard warranty guarantees the motor and battery for one year and the remaining parts of the board are covered for two years, excluding normal wear and tear. SoFlow has repair centers in California, Zurich and Shanghai. Customers will be responsible for the shipment fee when sending a product to one of our service centers. If SoFlow determines that the issue is not covered by the warranty, the customer can request a customer paid repair service. Customers are responsible for any and all loss liability or damages resulting from the use of SoFlow products, including loss of life, personal injuries, or property damage.

3-5 business days

Contact the repair center at info@soflow.com. Please include proof of purchase and a current shipping address.

Lou FAQ

LOU 1.0 Electric Skateboard has a polyurethane deck and one motor. LOU 2.0 Electric Skateboard has a carbon fiber deck and one motor. LOU 3.0 Electric Skateboard also has a carbon fiber deck and has two motors.

LOU’s warranty covers the electric motor and battery for one year. All other parts of LOU board electric skateboards will be covered under warranty for two years.

Yes! This is a great feature of the LOU board electric skateboard, it will ride like a regular skateboard when power runs out. So if LOU runs out of power while you’re on the road, you can still ride LOU home.

LOU Board electric skateboards are approximately 5 kg or 11 lbs. More specifically, the Lou Board 1.0 is 5.5 kg, the Lou Board 2.0 is 4 kg, and the Lou Board 3.0 is 4.9 kg. The dimensions are 660 × 260 × 130 mm (25 × 10 × 5 in).

LOU electric skateboards 1.0 has been tested for riders up to 120 kg or 265 lbs, and LOU 2.0 and 3.0 have been tested for riders up to 150 kg or 330 lbs.

Currently we ship in most of Europe, the U.S. and Canada. Check back with us soon as we will be expanding our shipping areas. 

The wheel size and hardness on LOU skateboards is 80 mm, 78A.

LOU Electric Skateboards have a water resistance rating of IP54. 

The battery in the LOU 1.0 and 2.0 electric skateboards falls below 100Wh which is allowed on most airlines. However, regulations differ for different airlines. Please double check with your airline before taking LOU on a plane.

For Android click here: https://play.google.com/store/apps/details?id=com.bt.soflowag

For iPhone click here: https://itunes.apple.com/us/app/soflow/id1340920216?mt=8

What is the after sales policy for LOU Board Electric Skateboards?

LOU Board After Sales Policies:
Please save the receipt from the purchase of your LOU Board Electric Skateboard. The SoFlow After Sales department will require you to provide an original receipt to receive help from the team. For after-sales services or related questions, contact us at info@so-flow.com.

If you receive a replacement remote or motherboard for LOU, you may need to pair the two devices. See section 4.3 of the LOU Instruction booklet.

You clicked down on the joystick on the remote. Simply click straight down (not forward or backward) on the joystick again to reverse direction.

Contact the repair center at info@soflow.com.

Send the board and the remote. If you feel the charger may not be working properly, send that as well.

Most likely, a low battery is the cause of beeping. Charge the remote and board. If problem persists, contact us at info@soflow.com

Add us on social media, we do occasionally have specials or refurbished items

Contact the repair center at info@soflow.com. Please include proof of purchase and a current shipping address.

Remove the deck plate and check the both wire leading into the motor hubs are securely fastened on both ends. If problem persists, contact us at info@soflow.com

The LOU Board app is no longer available at this time. Please stay tuned to our social media for updates and new releases. Thank you for your support!

Scooter FAQ

The problem is most likely the charger. Check the light on your charger. It should be red when charging and turn green once the scooter is done charging.

Take a video of this issue and send it to our repair center at info@soflow.com

Please note the incline, rider weight (including backpacks), and terrain will affect the range of the scooter. The max weight for the scooter is 220 lbs. Using the scooter in the fastest mode (mode 3) will also drain the battery much quicker. Please make sure to charge your scooter until the light on the charger turns green. If you still feel that your battery may be defective, please contact us at info@soflow.com

Try to re-establish the connection to the board by pairing the remote. If the problem persists, remove the deck plate and check that the wire connecting the motherboard and the battery are fully secure on both ends. If problem continues, make sure both remote and board are fully charged and both chargers are working. If problem continues, please contact the service center at info@soflow.com

Contact the repair center at info@soflow.com. Please include proof of purchase and a current shipping address.