KerryYoo provides support before and after your purchase, so families can choose, assemble, and enjoy their ride-on vehicle with more confidence. This page explains what support is available and how to prepare the right information when help is needed.
How We Can Help
Start with the topic that matches your question. If your issue needs order review, please include your order number, product model, and clear photos or video when available.
Pre-sales questions: official@kerryyoo.com
After-sales support: support@kerryyoo.com
Pre-Sales Product Support
Use this section before placing an order or when comparing models.
· Product model differences, age range, size, and key features
· Basic compatibility questions before purchase
· General order questions before checkout
· Questions about accessories or replacement items before purchase
Assembly & Setup Support
For setup questions, customers should first use the matching assembly video for their model. This helps customers check the correct steps before the first ride.
· Find the correct video by model name, such as K61, SAT5, SQ7, K71, C11, or SU5
· Check all main parts before assembly
· Watch the video before tightening all screws or starting the first ride
Open KerryYoo Assembly Video Guide
90-Day Warranty Support
KerryYoo provides 90-day warranty support for every KerryYoo ride-on toy purchased through our official sales channels.
Within 0-90 days, KerryYoo provides free technical support and free replacement parts for confirmed missing or defective parts. For qualified replacement cases, the shipping cost is covered by KerryYoo.
After 90 days, technical support remains free. If replacement parts are needed after the warranty period, they become a paid service and can be purchased through our store when available.
Battery & Charging Guidance
For electric ride-on vehicles, customers can check the basic items below before requesting support.
· Use the original charger included with the product
· Charge the battery in a dry, safe place
· Check the charger, charging port, power switch, and battery connection
· If the product still cannot power on or charge normally, prepare photos or a short video before asking for support
Missing, Damaged, or Incorrect Parts
If a part is missing, damaged, incorrect, or confirmed defective, KerryYoo will help review the case and provide the proper next step.
Within the 90-day warranty period, confirmed missing or defective parts can be resent free of charge, and KerryYoo will cover the shipping cost.
After the warranty period, replacement parts become a paid service. Customers can purchase the needed parts through our store when available, while technical support remains free.
For confirmed defective parts, customers do not need to return the faulty part. The faulty part can be handled or disposed of locally by the customer.
To help us review the case faster, please prepare your order number, product model, clear photos or video of the issue, and a short description of the missing, damaged, incorrect, or defective part.
Once the case is confirmed, qualified replacement parts are usually arranged within 2 days.
Replacement Process
1. Contact after-sales support.
2. Send your order number, product model, and clear photos of the missing or damaged part.
3. Our team checks the information and confirms the case.
4. If the case qualifies under the 90-day warranty, KerryYoo sends the replacement part free of charge and covers shipping.
5. Qualified replacement parts are usually arranged within 2 days after confirmation.
Product Issue After Delivery
Use this section when the product has a functional issue after delivery or after assembly. This is different from a missing-parts request because the team may need to review the product condition and troubleshooting information.
· Technical diagnosis and support are free during and after the 90-day warranty period
· Please provide photos, a short video, or simple test results when requested
· Our team reviews the issue and provides a practical next step
· Within 90 days, confirmed defective parts can be replaced free of charge, with shipping covered by KerryYoo
· After 90 days, we can still help diagnose the issue and provide a solution; replacement parts need to be purchased separately when available
Diagnosis Process
6. Contact after-sales support and provide your order number and issue description.
7. Our team may ask you to take photos or a short video of the key part or abnormal situation.
8. We review the information and identify the likely faulty part or setup issue.
9. We provide a clear conclusion and recommended solution.
Most basic diagnosis cases can be completed within 1-2 rounds of communication when the required photos or videos are provided clearly.
Replacement Notes
· Free replacement parts apply only to issues with the original product itself.
· Free replacement does not cover human damage, unauthorized modification, water damage, falling damage, collision damage, or similar non-product-related damage.
· After-sales diagnosis is based on the photos, videos, and information provided by the customer. Please provide clear and accurate details so the issue can be reviewed properly.
· This policy applies to KerryYoo products purchased through official KerryYoo sales channels. Second-hand purchases or products bought through unauthorized channels may be handled based on the actual situation.
U.S. Warehouse & Service Coverage
KerryYoo works with multiple U.S. warehouse locations to support order handling and service coverage across different regions. Click each location below to view it on Google Maps.
3553 Placentia Ct, Chino, CA 91710 - California Warehouse
1801 S Shiloh Rd, Ste 100, Garland, TX 75042 - Texas Garland Warehouse
330 Centerpoint Blvd, New Castle, DE 19720 - Delaware Warehouse
100 Lawrence Blvd, Hainesport, NJ 08036 - New Jersey Warehouse
1100 Heritage Way, Rincon, GA 31326 - Georgia Warehouse
30815 Kingsland Boulevard, Brookshire, TX 77423 - Texas Brookshire Warehouse
