Canada
hello@rossomotors.com
1-888-897-5909
Top Questions
Why should I go with Rosso Motors?
We are a company that aims to put a smile on each kid, one ride at a
time. Our primary focus is to ensure that families are able to get together
to have fun and have an amazing positive experience. To do this, we
provide safe and reliable products that kids are able to easily operate
and enjoy. If there are ever any issues, feel free to give us a shout. We
are always here to support you pre and post purchase!
Where do you ship?
We ship to both the United States and Canada. Shipping to the lower 48
is free (excluding parts)! We do not currently ship to PO Boxes. There may be an added shipping cost for remote locations in Canada.
Do you ship to Alaska or Hawaii ?
Shipping to Alaska is available for an extra fee, please email us for shipping quotes. Unfortunately at this time we do not ship to Hawaii
What do I do if something breaks?
Regardless of whether something breaks during shipping or while you
are riding, we are here to help! Simply get in touch with us and we will be
sure to assist with the issue that you are facing.
Please send us an email with your order # and pictures or a video of the defective or damaged part that we can attach to the claim in order to ship out a replacement part free of charge during the 6 month warranty period.
If your battery is defective (shipping damage or internally defective and not holding a charge during warranty), please include a picture of a display showing the results from the battery testing equipment. Please note that batteries have a limited lifespan which can also be shortened by improper care, cases such as this are not a defect of the battery but its natural function.
How long will it take to receive my order?
All orders are shipped within 2-3 business days via courier or freight company with an
estimated shipping / delivery time of 4 to 10 business days. Tracking is also provided via email upon courier pickup from our warehouse.
Do you stock parts for your products?
Yes, we pride ourselves on our industry-leading customer support, and
as such, stock a full range of parts for our products. As part stock can vary with current customer order, if the part you are in need of is out of stock, please request we notify you when it is back in stock. Please note we do not stock individual hardware items, unless non standard, as they are more easily and quickly obtained locally without the need to ship.
Troubleshooting
The Power does not turn on.
If the power does not turn on, here are a couple of things to check out:
Fuse not installed/burnt out
Fuse not installed/burnt out
- Check the fuse to see if it is burnt out. If it is burnt, please replace the fuse.
- Check to see if the ignition is off. If it is off, turn the ignition back on.
- Check to see if the battery is connected. If it is not connected, connect the battery.
- Plug the charger into the unit for 4-6 hours. If it is not charged by this time, use a voltmeter to measure the voltage.
- Check the connections on the battery, controller, and ignition switch.
My products power is on but the motor doesn’t work.
If the power is on but the motor does not work, here are a couple of things to check out:
Controller failure
Controller failure
- If the charger is not working and does not have lights shining, the only way to fix this is to replace the charger. Sometimes the controller can malfunction. This issue can be resolved by swapping out the controller unit which will provide you with. If this is the issue, please get in contact with us.
- Check the connection on the throttle. If the connections are good and the throttle does not engage, replace the throttle.
- If the motor connections are loose, the motor may not engage. Check and tighten the connections of the motor.
I am getting low range on the battery.
If you are getting low range on your battery, here are a couple of things to check out.
Battery is old or was not maintained
Battery is old or was not maintained
- With regular use and proper care batteries on average last 2-3 years before they hit the end of their life. This however does vary especially based on care. Batteries must be charged a minimum of once a month even when not in use, please see an products manual for specifics.
- If the unit is above its recommended weight capacity of 90lb, there will be reduced range. Remove any excess weight for maximum range.
My charger is not working.
If your charger is not working, here are a few things to check out.
No power at outlet
No power at outlet
- Check to see if there is power going to the outlet. You can do this by plugging in another electronic device.
- If the charger is not working and does not light up at all, the only way to fix this is to replace the charger. If the charger does light up there it is most likely working properly and there is a different problem.
My lights are on, but my ATV isnt moving.
Battery is critcally low or has permanent capacity loss (end of life) and can't power the motor
- If left for an extended period of time without charging, batteries may drop below what can power a unit. This can also lead to a permanent loss of capacity for the batteries. Units with an underpowered battery may have lights and sounds but will not be able to power the motor. Please contact us for possible ways to correct this or replace the battery.
- Please contact us technical support for troubleshooting.
How do the charger lights work?
Charging GREEN light indicates "standby mode" when the charger is not plugged into your ATV or after charging is complete.
When connected, the charger will automatically detect batteries and will switch its light to "RED" which indicates actively charging. If a charger does not switch to red when connected to a vehicle this often means the charger cannot detect a battery (too low, or connection issue) Please contact technical support for troubleshooting.
How often should I charge my batteries when not in use?
The batteries should be charged at least 1x/month (at any climate) even if the ATV has not been used.
How do I use the alarm/remote fob?
Inside the box included with your ATV, you will receive both a key set and a remote fob controller. Please note that once started with either the keys or remote fob, the power cannot be over-written by the other. In other words, if you start the ATV with the remote fob, your child will be unable to over ride the power by using the keys and vice versa.
Please see the digital manual located on your model's product page for full fob instructions.
Please see the digital manual located on your model's product page for full fob instructions.
My fob is not working properly (or not at all)?
Ensure that the light on the fob lights up to indicate that the battery is still good and replace if needed.
If the fob is getting poor reception check that the antenna wire on the alarm box is loose and free.
Warranty and Maintenance
What is covered under the 6-month warranty?
The standard warranty covers all mechanical or parts issues or defects that arise during the 6-month period, excluding general wear and tear to items such as the tires. This warranty does not cover damage caused by misuse of the product, incorrect assembly, modification or improper care such as lack of regular battery charging.
Warranty claims require documentation and diagnostic troubleshooting to determine the cause of the issue. Once determined parts to resolve the issue will be shipped free of charge. Please note hands on servicing is not included with warranty and all parts must be installed by the owner.
Extended warranties are avaiable for an extra fee and cover the same conditions as above but for a longer time frame.
Extended warranties are avaiable for an extra fee and cover the same conditions as above but for a longer time frame.
What happens if a mechanical issue arises after the 6-month warranty period?
Even after the warranty expires, we are still here to help! Contact us via
phone or email and our customer support team will assist you with troubleshooting to ensure you order the correct part to get your machine up and running.
What maintenance is required for my Rosso product?
Our products require very minimal maintenance. To maximize a products life:
Batteries MUST be charged at least 1x/month (in any climate) even if the ATV has not been used.
Lubricate the chain each season and tighen if necessary
Routinely check brakes and adjust if necessary
Occationally check hardware to ensure it is tight and has not loosened from the vibration of use.
Visually inspect front wheel alignment and readjust if necessary.
General Product
Can we use our machine off-road?
No sorry, at this time our ride on toys feature solid plastic or foam tires. These are best suited for hard surfaces or level mowed lawns.
How long is ride time?
On average units have a 1-2 hour run time, unless specifically noted. Individual results vary with a number of factors including, model, rider, terrain, environment and operation.
How long will my unit last?
Overall lifespan of a machine will vary is dependant on its care. There is a small number of components that do wear over time and may need to be replaced. (tires, brake calipers, brake cables, chains) The battery also has a lifespan of 250-300 lifecycles before it naturally is no longer able to hold a charge. On average most customers see 2-3 years of use however this can be significantly shortened with improper care.
Always refer to the manual for care instructions to maximize your vehicles life.
Always refer to the manual for care instructions to maximize your vehicles life.
What size helmet should I buy?
As headsize varies quite a bit even amongst children the same age, we recommend to measure and follow the size guide on the helmets product page.
Returns and Shipping
What is the return policy?
Please see Refund Policy Page for full details.
How much is shipping?
We are proud to offer free shipping to all of our vehicles and any order over $150 purchases to non remote locations!
Parts shipping is offered flat rates depending on if the order is extra small, standard or containing a large or heavy item. Please email prior to ordering if you are located in a remote location such as the Canadian territories for a shipping quote.
Parts shipping is offered flat rates depending on if the order is extra small, standard or containing a large or heavy item. Please email prior to ordering if you are located in a remote location such as the Canadian territories for a shipping quote.
My package came damaged. What do I do?
Most of the time, your purchase will come in perfect condition.
In cases where is does not, most often damages are only aesthetic and limited to the box itself and the product within is unharmed.
Please take photos of any box or carton damage and then check the product itself for any damages.
If there is damaged to the product itself as a result of shipping, simply contact us with photographs of any/all damages
and we will make sure to get you replacement parts to resolve the damages.
What are the shipping times?
Standard shipping time for orders are an estimated 4-10 business days based on the delivery location's distance from our Vancouver warehouse.
Please note all shipping times are in addition to the 1-3 day processing time for an order to be prepared or packed and picked up by the delivery company.
Please note all shipping times are in addition to the 1-3 day processing time for an order to be prepared or packed and picked up by the delivery company.
What carrier do you use and what is the shipping method?
For our products, we ship using UPS, Fedex, Canada Post, Loomis or an alternate freight company.
Please note for vehicle purchase we only offer standard shipping.