Apollo Help Center logo
Apollo Help Center logo

All articles

Apollo Ship+ Service PoliciesUpdated 5 months ago

Review the policies to understand what lost, stolen, and damaged items Apollo Ship+ Service will cover.

When refunding or replacing an item, Apollo covers the subtotal of the order, the Apollo shipping costs, and taxes.

Please note that the default action for accepted claims is to reorder the item(s) unless the item(s) is/are out of stock, in which case a refund will be issued.

Lost Items Policies

Packages presumed to be lost by the courier. If the order has not arrived 7 days after the estimated delivery date, or the order has been stuck in label created for over 7 days, this section applies.

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. If this is the case, Apollo will resend the package at no additional shipping cost.

Only part of the order delivered

  • If a single order is being shipped in multiple packages and one package does not arrive, Apollo will cover the order issue and reorder or refund the value of the undelivered package.

Delivered packages

  • If Apollo replaces or refunds the order that is deemed to be lost, and later the order is delivered by the carrier, it is the responsibility of the customer to return the second item.

Lost orders not covered by Ship+

  • If your order is presumed lost by the courier and you did not purchase Ship+, reach out to our support team. We will do our best to coordinate with the courier in order to recover the scooter. In cases where packages are confirmed to be lost after an investigation by the courier, Apollo will work with the customer to come find a resolution.
  • We strongly encourage you purchase Ship+ to ensure we are able to assist you by providing a replacement in these cases.

Stolen Items Policies

Packages that are marked as delivered by the carrier but were not received by the customer. This includes any packages that were delivered to the wrong address by the courier that are unrecoverable. The address must be correctly inputted at the time of check-out and any incorrect address entries will not be covered under this policy.

Stolen Packages:

  • If your package is stolen then Apollo will send a replacement unit at no additional cost. If the items are out of stock, you will have the option for a full refund for any of the out-of-stock items.

Filing a police report:

  • On orders over $100, Apollo requires evidence of the police report
  • Report the theft to the police as soon as possible and obtain a report and crime reference number together with details of the police station. These can be submitted with your claim.
  • Upon request, Apollo can require additional documentation (e.g. proof of identity, address, notary, etc.).

Stolen Orders not covered by Ship+:

  • If your order is presumed lost by the courier and you did not purchase Apollo Ship+, reach out to our support team. We will do our best to coordinate with the courier in order to recover the scooter. In cases where packages are confirmed to be lost after an investigation by the courier, Apollo will work with the customer to come find a resolution.
  • We strongly encourage you purchase Ship+ to ensure we are able to assist you by providing a full refund or replacement in these cases.

Damaged Items Policies

Customer received a product that has suffered damage or is broken during shipping.

  • Apollo requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.). Customer will need to include a photo of the odometer reading. Any reading higher than zero will result in the claim being denied. If your Ship+ Claim is denied, you may still be eligible for:
  • If a claim is accepted, before sending a replacement scooter Apollo will provide a shipping label to the customer. We require the customer to notify Apollo when the scooter has been shipped. It is only when Apollo has verified the scooter has been received by the carrier that the replacement scooter will be shipped.
  • If your package has experienced Tier 1 damage, then Apollo will send a replacement unit at no additional cost. If the items are out of stock, you will have the option for a full refund for any of the out-of-stock items.
  • In the case where a scooter arrives with a punctured tire or inner tube, Apollo will not cover the replacement of the scooter, but will provide a replacement part free of charge. 
Damage TierDescriptionResolution
Tier 1Broken items that render the product unusable. Any components that are clearly fractured, bent, shattered, crushed, etc.Replacement unit or refund if items are out of stock
Tier 2Cosmetic damage: dents, scratches, discolouration, rust, etc.

Partial 5-10% refund depending on the severity of the cosmetic damage (with a cap of $200), up to $100 of accessories, or a store credit on a future purchase


General Policies

Input wrong address

  • If the customer entered the wrong address at the time of order, Apollo does not cover this.
  • Ship+ does not provide coverage if the customer initiates an address change or package hold, and the package is later lost or stolen.

Estimated Delivery Date

  • Whenever there is an estimated delivery date, that becomes the date after which the package is considered “lost” PLUS 48 hours. In addition, if there is a recent shipping update at any point, that 7 day lost minimum supersedes any 2 day estimated delivery date minimum.

Filing Time Frame

  • Apollo can action an order claim that is filed within the bounds of our timeline policy. If an order issue is filed outside of this timeline, Apollo will deny the order issue according to these policies:
    • Order issues for packages marked "delivered" yet not received must be made 5-10 days after “delivery date” to ensure it was not mis-delivered or easily found around the premises and no more than 30 days after. 
    • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 5 days after the scheduled delivery date and no more than 30 days.
    • Order issues for damaged packages can be filed immediately and must be filed within 3 days of delivery date.

Closed order issues

  • If a customer does not respond within 5 days, Apollo will automatically close the order issues. Customers can open the order issues back up by responding to the original thread.

Canceling Apollo Ship+ Service

  • If the customer’s package does not yet have a label created, Apollo can refund Ship+.
  • If the shipping label has already been created, Apollo is already protecting the package and cannot refund the customer.

Fraud Policy

  • By purchasing Ship+, you certify that all information provided is accurate and truthful. Any fraudulent claim will make the customer liable for prosecution for mail fraud under federal crime code.
  • If a Ship+ "stolen" claim is found to be fraudulent, and you later want to return your order, your request will be denied. Also, the warranty will no longer apply, and legal action will be taken.

Open Box Policy

  • All orders, including refurbished and open box orders are eligible for Ship+. Open Boxes with 0km and wear and tear are only discounted by $100. 

Ship+ for Replacement Scooters

  • If your claim is approved and Apollo sends you a replacement scooter, your scooter will automatically covered by Ship+ for the replacement shipment.

Orders not covered by Ship+

  • If your order is presumed lost by the courier and you did not purchase Ship+, reach out to our support team. We will do our best to coordinate with the courier in order to recover the scooter. In cases where packages are confirmed to be lost after an investigation by the courier, Apollo will work with the customer to come find a resolution.
  • We strongly encourage you purchase Ship+ to ensure we are able to assist you by providing a replacement in these cases.

Refused Shipments

  • In order to be eligible for coverage under Ship+ for damaged items, you must accept the delivery.
  • If you refuse the delivery and the package is returned to sender, you will not be eligible for coverage under Apollo Ship+ and you will be subject to the regular return policy fees outlined in the Return & Cancellation Policy
  • Refused packages are subject to a 3% Payment Processor Fee + $50 Restocking fee + Return Shipping Fees under this policy. 

Claims Process

In order to file a claim, go to the Ship+ Claims Page.

US Claims Page

Canada Claims Page

Review: Your claim will be reviewed within 2-3 Business Days, add additional 3 business days if documents are requested.

Approved Claims: The default action for accepted claims is to reorder the item(s) unless the item(s) is/are out of stock, in which case a refund will be issued.

  • Refunds: If your claim is accepted and a refund is issued, it will be issued to the credit card of the policy holder that the order was made with. It can take up to 10 days for your funds to be credited back to you.
  • Re-Orders: If your claim is accepted and a re-order is issued, you will be sent another order confirmation and tracking number for the new order. Standard shipping times apply.

Denied Claims: If your claim is denied, you may still be eligible for:

Was this article helpful?
Yes
No