What is Apollo's Return/Cancellation Policy?Updated 22 days ago
Intro
Unexpected situations arise and you may need to cancel your order - we completely understand that. However, we ask that you do your due diligence before purchasing a scooter to minimize the likelihood of returns. We have self-service options and a customer support team dedicated to helping you make the best decision possible, and have also recently launched Test Drives. Please leverage these resources and don't hesitate to reach out with questions, comments, or concerns.
Spare parts and Apollo branded merchandise are final sale and are not eligible for return or exchange under this policy. Accessories and upgrades are eligible for return and exchange only if they have not been used or installed on the scooter. If we receive a return for an accessory or upgrade that has been installed, it will not be eligible and you will be responsible for return shipping.
Address change requests must be made no more than 14 days after the original order is placed.
You are required to ship your scooter in its original box or it will not be eligible for return.
If you do not package the scooter correctly and it arrives damaged, you will be responsible for any repair costs and the return shipping. The scooter will not be eligible for return.
The process for canceling your order depends on its status.
a) Returns: If a shipping label has been assigned to your order, it is considered a return.
b) Cancellations: Cancellations are accepted only if the order hasn't yet been sent to our 3rd party fulfillment centers. Since orders are sent to these centers the next day, you have a maximum of 24 hours to cancel your order before it is treated as a return.
In either case, you will be responsible for the applicable fees as follows:
| Cancellation or Return? | Fees | |
| Pre-Order Not Yet Sent to Fulfillment Centre | Cancellation | No Fees |
| In-Stock Item Order Not Yet Sent to Fulfillment Centre | Cancellation | 3% Payment Processor Fee |
| In-Stock Item Order Sent to Fulfillment Centre | Return | 3% Payment Processor Fee + Restocking fee + Return Shipping Fee |
What is the 3% Payment Processor Fee?
Payment processing fees are the fees that we must pay every time we accept a credit card payment. This fee is imposed by Stripe (the payment gateway) on all Shopify merchants that use Shopify’s built-in payment systems. This is a non-refundable fee that Apollo covers on behalf of the customer once an order is placed on our website. We do not charge this fee to customers when a purchase is made and cover the cost ourselves. As this fee is non-refundable, when a customer cancels an order, this 3% is not included in the refund that we receive for cancelling the order on behalf of the customer. This fee is passed along to the customer that cancels the order and is subtracted from the total refund amount.
Example: How Payment Processor Fees Work
- A customer places an order for $1000 via a credit card on the Apollo website. Apollo will receive $970 after the payment has been cleared, and Stripe will receive $30 for facilitating the transaction as their payment processing fee.
- When a customer cancels and is eligible for a full refund on the order, Apollo will refund $970 back to the customer as this is the full amount that we have received for this transaction. The $30 fee paid to Stripe is not included in the refund.
Pre-Orders
We accept cancellations for all pre-order purchases. A pre-order can be cancelled at any time as long as it has not yet been processed by one of our fulfillment centres. There are no fees associated with cancelling pre-orders and you will be eligible for a full refund. This only applies for pre-order cancellations.
As soon as your order is processed, it is no longer considered a cancellation and is now falls under the return policy. We will do our best to reach out to our parters to stop the shipment of you order, but we cannot guarantee that we will be able to stop your order from being picked up by the courier in time. If we are able to stop the shipment in time, we will not charge return shipping fee. If we are not able to stop the shipment in time, this will be treated as a regular return.
Refer to the In-Transit section for more details on associated return shipping and restocking costs.
Important note: Even if you don't receive a tracking number, your order may have already shipped from our warehouse. There is a 12-hour delay for this, so please ask the A-Team and they will notify you of the status.
Once the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
In-Stock Orders & In-Transit Items
If the product you ordered is in stock, your order will be processed within 24 hours.
As soon as your order is processed, it is no longer considered a cancellation and is now falls under the return policy. We will do our best to reach out to our parters to stop the shipment of you order, but we cannot guarantee that we will be able to stop your order from being picked up by the courier in time. If we are able to stop the shipment in time, we will not charge return shipping fee. If we are not able to stop the shipment in time, this will be treated as a regular return.
Please do your due diligence and review all your information before submitting your purchase in order to avoid these additional fees.
Important note: Even if you don't receive a tracking number, your order may have already shipped from our warehouse. There is a 12-hour delay for this, so please ask the A-Team and they will notify you of the status.
If the scooter has been sent to the 3rd party fulfillment centre or has already been shipped, this is considered a return and you will be charged:
$50 Restocking Fee + Return Shipping Fee + 3% Payment Processing Fee
For exchanges, you are only required to pay the Payment Processing Fee. Shipping the returned scooter back to us, the Restocking Fee, and the cost of shipping the replacement scooter will be waived.
If you would like to exchange the item you ordered before it has shipped or sent to our 3rd party fulfillment centre, this is considered a cancellation and it subject to the regular cancellation fees.
| Model | Restocking Fee | Estimated Return Shipping Fee (USD) | Estimate Return Shipping Fee (CAD) | Payment Processing Fee |
|---|---|---|---|---|
| Apollo Phantom models | $50 | $80-$100 | $90-$120 | 3% |
| Apollo Ghost models | $50 | $80-$100 | $80-$100 | 3% |
| Apollo City 2022 | $50 | $70-$90 | $70-$90 | 3% |
| Apollo City 2021 | $50 | $60-$80 | $50-$80 | 3% |
| Apollo Explore | $50 | $60-$90 | $60-$80 | 3% |
| Apollo Air 2022 | $50 | $60-$90 | $70-$90 | 3% |
| Apollo Air 2021 | $50 | $60-$90 | $45-$75 | 3% |
Example Case 1: Cancellation Requested
You purchased an Apollo Phantom for $1,999 and the order was cancelled before it was processed by one of our 3rd party fulfillment centres. Your refund would be:
$1,999 - $59.97 (Payment Processing Fee) = $1,939.03
Example Case 2: Cancellation Requested after Label Created
You purchased an Apollo Phantom for $1,999 and the order was cancelled after it was processed by one of our 3rd party fulfillment centres, but before it was picked up and shipped by the carrier. Your refund would be:
$1,999 - $50 (Restocking Fee) - $59.97 (Payment Processing Fee) = $1,889.03
Example Case 3: Exchange Requested
You purchased an Apollo Phantom for $1,999 and the order was cancelled after it was processed by one of our 3rd party fulfillment centres, but before it was picked up and shipped by the carrier. Your refund would be:
$1,999 - $59.97 (Payment Processing Fee) = $1,939.03
Example Case 4: Cancellation Requested after Item Shipped
You purchased an Apollo Phantom for $1,999 and the order was cancelled after it was processed by one of our 3rd party fulfillment centres, and it was picked up and shipped by the carrier. Your refund would be:
$1,999 - $50 (Restocking Fee) - $120 (Return Shipping Fee) - $59.97 (Payment Processing Fee) = $1,769.03
How Can I Return or Exchange An Order?
You have a couple options for returning a scooter.
| Return Accepted? | Fees | Return Process | |
|---|---|---|---|
| Scooter delivery refused | Yes | 3% Payment Processor Fee + Restocking fee + Shipping Fee | Courier will return to sender |
| Scooter delivered but has not been used | Yes | 3% Payment Processor Fee + Restocking fee + Shipping Fee | Create a return label and pay shipping to have this sent back to us OR request a return label from our A-team |
| Scooter delivered and has been used | No | N/A | We do not accept returns of used items |
Refusing A Shipment
If you have requested a return but the scooter has shipped out before the cancellation could be made, we will attempt to stop this shipment with the courier. However, if the courier is not able to stop this shipment in time, the scooter will be delivered to you. You have the option to refuse the shipment when the courier service attempts delivery and this will reroute the package back to our facilities. We treat this scenario the same as a return.
In this case, your eligible refund will be:
Price of Scooter - Restocking Fee - Return Shipping Fee - Payment Processing Fee.
You have received the scooter, have not used it, and would like to return or exchange it
If the scooter remains unused (brand new) and is within the 14 days of the date of delivery, our team will gladly help with this return or exchange process. For eligible items, you can submit a request through our online self-serve portal, or by contacting our support team by email at [email protected].
For exchanges, you are only required to pay the Payment Processing Fee. Shipping the returned scooter back to us, the Restocking Fee, and the cost of shipping the replacement scooter will be waived.
If you would like to exchange the item you ordered before it has shipped, this is considered a cancellation and it subject to the regular cancellation fees.
By submitting a request via the online self-serve portal, you will be able to purchase a shipping label for the return. Alternatively, our team can purchase a return label on your behalf and send it to you, in which case you will be charged the cost of the return label.
If, upon inspection, your scooter is has been ridden, you will be responsible for return shipping and the item will not be eligible for return. If there is damage upon arrival to our warehouse, you will be responsible for any repair costs and return shipping. The scooter will not be eligible for return.
Example Case: Refused Shipment or Unused Return
You purchased an Apollo Phantom for $1,999 and you refuse the shipment when it arrives. The carrier will reroute the package to Apollo.
OR
You purchased an Apollo Phantom for $1,999 and you accept the shipment when it arrives. A few d ays later and before having used the scooter, you change your mind about the purchase and want to return the scooter to Apollo.
$1,999 (Price of Scooter)- $50 (Restocking Fee) - $120 (Return Shipping Fee) - $59.97 (Payment Processing Fee) = $1,769.03
You have received the scooter and used it, but would like to return it
We DO NOT accept returns of used products. Please leverage our A-Team, blog posts, or Youtube channel to educate yourself on the available options, before committing to a purchase.
If your scooter is having issues and has been used, rest assured our Apollo QC+ Service or Limited Warranty will likely cover your case.
- For more info regarding the warranty and claims process, please consult our Limited Warranty policy.
- For more information regarding Apollo QC+ Service and the claims process, please consult our Limited Warranty policy.
- If you purchased Apollo Ship+ Service and want to return the product because of any damage during shipping, please consult our Ship+ Policy.
If, upon inspection, your scooter is has been ridden, you will be responsible for return shipping and the item will not be eligible for return.
Submitting a Cancellation Request
To submit your Cancellation Request, please access our online self-service portal, or contact our support team at [email protected] for further assistance.
In order to submit a cancellation request, you must do the following:
- Access our online self-service portal here:
- Enter the order number and email address associated with the item you are cancelling.
- Submit your item(s) for cancellation.
- Once our team reviews the request (within 24 hours), you will get an update via email.
Important Note: This is only a request. Cancellations are accepted until the order has been processed by one of our fulfillment centres. We will do our best to reach out to our parters to stop the shipment of you order if it has already been processed, but we cannot guarantee that we will be able to stop your order from being picked up by the courier in time. If we are able to stop the shipment in time, we will not charge return shipping fee. If we are not able to stop the shipment in time, this will be treated as a regular return.
If your cancellation request is approved, the credit card processing fee of 3% + restocking fee (if applicable) will be deducted from your refund and the balance will be credited back to your original method of payment. When the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
Submitting a Return or Exchange Request
To submit your item for return or exchange, please access our online self-service portal, or contact our support team at [email protected] for further assistance. For any additional questions, feel free to reach out to our A-Team at [email protected].
In order to submit your order for return or exchange, you must do the following:
- Access our online self-service portal here:
- Enter the order number and email address associated with the item you are returning or exchanging
- Select the item and “Return your item” or “Exchange for another product”
- Fill in the Return Form in the portal. You will be required to attach photos of the scooter and odometer reading. You will be required to read & accept the disclaimer statement.
- If you are located in Montreal, LA, or NYC, you have the option to drop off your return or exchange in person at our warehouse. If you live outside these areas, you will be able to select the option to ship your item back to us.
- Submit your item(s) for return/exchange.
When Do I Receive My Refund
Once the product is returned, received, and inspected by our quality control team, the return shipping fees (if applicable) + credit card processing fee of 3% + restocking fee will be deducted from your refund and the balance will be credited back to your original method of payment. When the refund is processed, the funds will be credited back to your original payment method within 2-5 business days.
If you are exchanging the item, your new item will be shipped out once the product is returned, received, and inspected by our quality control team.
If, upon inspection, your scooter is has been ridden, you will be responsible for return shipping and the item will not be eligible for return. If there is damage upon arrival to our warehouse, you will be responsible for any repair costs and return shipping. The scooter will not be eligible for return.
Apollo Ship+ Service for Returns
Please note if you purchased Apollo Ship+ Service upon checkout with your order, then your order is also covered during return shipping to Apollo.
If you did not purchase Ship+, your order is not covered during shipping back to Apollo and you assume all risk associated with returning the scooter back to us. We will try our best to assist you in case the package is lost or damaged during shipping but we strongly recommend that you purchase either Apollo Ship+ or insure the package via the courier when shipping anything back to us.
By deselecting Ship+, Apollo is not liable for lost, damaged, or stolen items. Apollo will not be able to provide a refund or replacement order in these cases.
Therefore, we strongly recommend that you purchase Ship+ to ensure we are able to assist you and provide solutions. If you did not purchase Ship+ on the original order but would still like some coverage on return shipping, you can insure the package via the courier or ask our team to include insurance when purchasing the label on your behalf. Any insurance claims will need to be submitted and resolved with the courier.
Click here for the full Apollo Care Ship+ Policies.
If your scooter arrived damaged, please do not submit a return on the self-serve portal. You will need to submit a Ship+ Claim instead. This will ensure you are not charged for return shipping or any other return fees.