Getting your THOR e-scooter to you safely and quickly is an important part of your order. Below you’ll find everything you need to know about delivery, tracking and what to do if something doesn’t go to plan.

UK Delivery

We offer free standard delivery to eligible UK addresses.

Most THOR e-scooters are expected to arrive within 1–3 working days from dispatch.

Because e-scooters are larger and heavier than a typical parcel, we may use a specialist delivery service for certain orders or locations.

Some UK destinations may require an additional delivery charge. This can include:

• Northern Ireland
• Channel Islands
• Offshore locations
• Remote areas
• Addresses requiring a specialist delivery service

If a delivery surcharge applies to your address, you’ll be shown the charge during checkout before placing your order.

Pre-orders

Both THOR models are currently available to pre-order. Pre-orders are expected to dispatch by Friday 6 November 2026, and we'll email you as soon as your scooter is on its way. Delivery times below apply from the date of dispatch.

You can cancel a pre-order for a full refund at any time before it's dispatched.

When Will My Scooter Arrive?

Our normal delivery estimate is 1–3 working days, but this is an estimated timeframe rather than a guaranteed delivery date.

Occasionally, circumstances outside our control can affect delivery. These may include severe weather, courier network delays, UK public holidays or difficulties reaching remote locations.

Orders received after our daily processing cut-off may not begin processing until the following working day.

We’ll always aim to get your THOR e-scooter on its way as quickly as possible.

What Happens After I Order?

Once your order has been placed, we’ll send you an email confirming that we’ve received it.

Our team will then prepare your e-scooter for dispatch.

When your scooter leaves us, we’ll send you a further email confirming dispatch. Where tracking is available, this email will also contain the information you need to follow your delivery.

Please be aware that courier tracking systems don't always update immediately. If you've just received your dispatch email, allow some time for the tracking information to become active.

Tracking Your THOR Delivery

Your dispatch email will contain your tracking details where available.

Depending on the courier handling your order, you can follow its progress through the courier's official tracking service.

DHL: https://track.dhlparcel.co.uk/

DPD: https://www.dpd.co.uk/

The courier's tracking information should provide the latest available status for your delivery.

Receiving Your Scooter

Your THOR e-scooter is a high-value item, so your delivery may require someone to be present to receive it and a signature may be requested.

If nobody is available when the courier arrives, the next steps will depend on the courier and the delivery service being used.

They may arrange another delivery attempt, provide instructions for collection from a depot or offer another approved delivery option.

Please follow the instructions provided directly by the courier.

Check Your Address Carefully

Before placing your order, please make sure your delivery address is complete and accurate.

An incorrect postcode, house number or other missing information can delay your scooter or prevent the courier from completing delivery.

If you notice a mistake after ordering, contact the THOR customer service team as soon as possible and provide your order number together with the correct address.

If your scooter hasn't yet left us, we'll do our best to update the details.

Once the order is with the courier, however, we cannot guarantee that the delivery address can be changed.

Additional delivery costs may apply if an incorrect or incomplete address results in your order being returned and needing to be sent again.

If Delivery Is Unsuccessful

If the courier cannot deliver your scooter, they may make another attempt or provide alternative collection or delivery instructions.

After repeated unsuccessful attempts, your order may be returned to us.

If this happens, please contact THOR customer service so we can advise you on the next steps.

Where another shipment is required because delivery could not be completed, an additional delivery charge may apply.

When Your THOR Scooter Arrives

We recommend checking both the shipping box and your scooter soon after it arrives.

Before disposing of the packaging, look for any obvious signs of damage that may have occurred while the scooter was in transit.

If something doesn't look right, keep all of the original packaging and contact us promptly.

To help us investigate transit damage, we may ask you to provide:

• Your THOR order number
• Photographs of the shipping box and packaging
• Photographs clearly showing the affected area of the scooter
• A short video where this helps demonstrate the issue

Please don't throw away the packaging while a delivery damage claim is being investigated, as the courier may require it as evidence.

My Tracking Says Delivered, But I Don't Have My Scooter

If your tracking shows your order as delivered but you can't locate it, contact THOR customer service as soon as possible.

Please have your order number and tracking details ready.

We'll use this information to raise an enquiry with the courier and investigate what has happened to your shipment.

You should also contact us if your scooter hasn't arrived within the expected timeframe and the tracking information isn't providing a clear explanation for the delay.

Lost Deliveries

If we believe your scooter may have been lost while in transit, we'll work with the courier to investigate its location and delivery status.

Courier investigations can take time, but we'll keep the information associated with your order under review while the investigation is being carried out.

Delivery Responsibility

THOR takes reasonable steps to make sure your e-scooter is appropriately packaged before it enters the delivery network.

Where applicable, responsibility for the shipment remains with THOR until it has been delivered to the delivery address.

We recommend inspecting your order promptly once it arrives and contacting us as soon as possible if you identify a delivery-related problem.

Need to Change or Cancel Your Order?

Changed your mind or spotted an error in your delivery details? Contact us as soon as possible.

If your scooter hasn't been dispatched, we'll do our best to make the requested change.

Once your order has entered the courier network, we may no longer be able to stop the shipment or alter its destination.

For information about returning an order or exercising your cancellation rights, please see our Returns & Refunds policy.

Before You Order

For the smoothest possible delivery, please remember:

• Check your delivery address and postcode carefully.
• Free delivery is available to eligible UK addresses.
• Some locations may carry an additional delivery charge.
• Any applicable delivery charge will be shown during checkout.
• Standard delivery is normally estimated at 1–3 working days.
• Keep your dispatch and tracking information until your scooter has arrived.
• Check your scooter and its packaging shortly after delivery.
• Keep the original packaging if you need to report transit damage.

Questions About Your Delivery?

If you need help with an order, tracking or delivery issue, please contact the THOR Customer Service Team.

Email: sales@philex.com

Phone: +44 (0) 1234 263737

Customer Service Hours: Monday to Friday, 8am to 5pm