Frequently Asked Questions
HAVE ANY QUESTIONS? READ OUR WONDERFUL FAQS.
HOW DO I PAY FOR MY ORDER?
Orders should be placed on our website by adding the desired item(s) into your shopping cart and then proceed to checkout to complete the payment process by VISA, Mastercard, or Discover.
I PLACED MY ORDER FOR REBUILD SERVICES ON YOUR WEBSITE. NOW WHAT DO I DO?
First, Thank you for your order. Now please follow the steps below to properly send your order to us.
1. Package the batteries being sure to make it impossible for any of the batteries to short or become damaged in shipping. We do not like styrofoam being used within the packaging because it is less effective and extremely messy. UPS offers battery packaging recommendations here. If you are shipping using another shipper please defer to their packaging guidelines.
2. Ship the package along with a copy of your order using the shipper of your choice to this address:
MTO Battery
Order#(Enter Your Order Number Here)
237 N. Church Lane
Red Lion, PA 17356
See How the Battery Rebuild Process Works Here.
DO YOUR SHIPPING CHARGES INCLUDE VAT ON INTERNATIONAL SHIPMENTS?
No, we will pay for the actual freight costs and the customer will be responsible for VAT, brokerage, and any other applicable fees/taxes.
ARE THE SHIPPING CHARGES ON YOUR WEBSITE FOR ME TO SHIP TO YOU OR FOR YOU TO SHIP TO ME?
The shipping charges on our website are for us to ship your order to you.
WHY I DID NOT RECEIVE MY ORDER CONFIRMATION EMAIL?
There are a few things to check. First, please check your SPAM, CLUTTER, or JUNK folders in your email program. Sometimes our messages get inappropriately filtered. If you email provider requires us to reply and complete a form to "authenticate" ourselves that is the reason. To correct this please enter customerservice@mtobattery.com and sales@mtobattery.com to you approved list. Once you have done this you can contact us and we can resend the order confirmation email. Please know that your filter may also block our shipping confirmation email as well.
HOW SHOULD I SHIP MY BATTERIES TO YOU?
If they are NiCad or NiMH batteries they can be shipped however you like. If they are Lithium batteries we recommend you research current regulations as some lithium batteries are considered Hazmat while others are not. The safest thing you can do is contact DOT prior to packaging or attempting to ship your package. They can be reached at http://www.phmsa.dot.gov/regulations or by phone at 202-366-4433. MTO employees are not permitted to offer shipping advise.
WHAT ADDRESS DO I SEND MY BATTERIES TO TO GET REPAIRED?
Our address is: 237 N. Church Lane Red Lion, PA 17356. Please remember to include a copy of your order confirmation in the box.
HOW DO I CONTACT DOT FOR ASSISTANCE WITH SHIPPING HAZMAT?
They can be reached at http://www.phmsa.dot.gov/regulations or by phone at 202-366-4433. Regulations can be found online at www.ecfr.gov.
HOW DO I KNOW IF YOUR BATTERY RECONDITIONER WILL WORK ON MY SEGWAY® LITHIUM BATTERIES?
Our reconditioner will always work like it is supposed to. The open variable is whether your batteries are or are not capable of being reconditioned. If your batteries simply stopped working because they are old and worn out the reconditioner will likely do nothing for you. If your batteries were working well and all the sudden stopped working or were left unplugged and allowed to over discharge, then the reconditioner will likely be of assistance. There is no exact science and no straight answer to this question but hopefully this information will help you make an educated decision. More information can be found in the reconditioner item description.
HOW DO I KNOW WHICH BATTERY TYPE I HAVE ON MY SEGWAY®?
If you lay your Segway® on it’s side you can remove the eight screws in the bottom which hold the batteries in place. Once the batteries are removed you will see either NiMH or Li Ion on the sticker on the battery pack. We also have a video here to assist.
WHAT IS THE DIFFERENCE BETWEEN THE NICAD AND THE NIMH REBUILD SERVICES YOU OFFER?
Our NiCad and NiMH rebuild services offer different levels of run time. The higher the mAh rating of the rebuild service the longer it will run off of each charge. Our NiMH are extremely high rate cells and will work normally with any NiCad charger. They will also maintain a slightly higher voltage when being used which will provide you with slightly more power. All MTO NiMH batteries ARE compatible with the original NiCad charger.
WHAT IS YOUR AVERAGE TURN AROUND TIME?
Our turn around time varies and is mostly based on what production contracts and the order volume that we currently have. On average we will have your batteries a few business days before shipping back to you. If you require an immediate turn-around please inquire about our order expedite services. Lead time is NOT guaranteed unless you purchase an expedite service.
WHAT TYPE OF BATTERIES DO YOU USE?
We use batteries that are primarily made by Panasonic, Sanyo, FDK, LG Chem, Samsung, SAFT, Energizer, and Duracell. A large portion of our cells are purchased directly from the manufacturer.
MY BATTERIES ARE A LOWER MAH VALUE THAN WHAT YOU OFFER. WILL A HIGHER MAH HURT MY CHARGER OR TOOLS?
Not at all. A higher mAh means it will take a little longer to charge and that it will last longer on each charger as well. You will not damage your tools by using and higher mAh value.
