Apollo Ship+ Shipping Protection

Apollo Ship+ is optional shipping protection you can add at checkout to protect your Apollo order against loss, theft, and damage in transit. It also covers eligible return shipping when you need to send a scooter back under our policies.

What Apollo Ship+ Covers

When you purchase Apollo Ship+, we will repair, replace, or refund your order if:

• Your package is lost in transit and never arrives.
• Your package is stolen after the carrier marks it as delivered (including unrecoverable misdeliveries to the wrong address, as long as your address was entered correctly at checkout).
• Your scooter or accessories arrive damaged from shipping.
• You need to return your order under our Return Policy, an approved defect claim, or a Ship+ replacement claim (return shipping is covered).

For approved claims, Apollo covers:

• The order subtotal.
• Apollo shipping costs.
• Applicable taxes.

By default, approved claims are fulfilled with a replacement order; if the item is out of stock, we will issue a refund instead.

Lost Packages

A package is considered “lost” when:

• It has not arrived 7 days after the estimated delivery date, or
• The tracking has been stuck in “label created” status for more than 7 days.

If your order is lost and you purchased Ship+

• If the carrier cannot deliver because of an invalid address or another delivery barrier and returns the package to Apollo, we will resend it at no extra shipping cost.
• If part of a multi-package shipment is missing, we will reorder or refund the value of the undelivered package.
• If a replacement or refund is issued and the original package later arrives, you will be responsible for returning the extra item.

If you did not purchase Ship+

• If your order is lost and you did not add Ship+, contact our Support Team.
• We will work with the courier to try to recover your scooter and, if it is confirmed lost, will work with you toward a resolution, though a full refund or replacement is not guaranteed without Ship+.

Stolen Packages

A package is treated as stolen if:

• The tracking shows “delivered” but you did not receive it, and
• It cannot be recovered (for example, misdelivered to the wrong address by the courier), and
• Your shipping address was correctly entered at checkout.

Incorrect addresses entered at checkout are not covered under this policy.

When a police report is required

For orders over 100 USD, we require a police report as part of the claim:

• You file the report with local authorities.
• You send us the report PDF and report number through your claim.
• We may request additional documents if needed (for example, proof of identity or address).

If you did not purchase Ship+ and your order is stolen, our Support Team will still work with the courier to attempt recovery, but Ship+ is required for us to guarantee a refund or replacement when theft is confirmed.

Damaged Items

Ship+ covers scooters and accessories that arrive damaged from shipping.

What we need from you

When you submit a damage claim, you will be asked to provide:

• Clear photos and/or videos of the damage.
• A photo of the scooter’s odometer reading.

If the odometer is higher than zero, the Ship+ claim will be denied, as the scooter is considered used. Even if your Ship+ claim is denied, you may still be eligible for support under Apollo QC+ Service or our 12‑Month Limited Warranty.

Damage tiers and resolutions

Tier 1 – Functional damage
Damage that makes the scooter unusable, such as clearly fractured, bent, shattered, or crushed components.

• Resolution: A replacement unit at no extra cost; if the item is out of stock, you can receive a full refund for that item.

Tier 2 – Cosmetic damage
Cosmetic issues like dents, scratches, discoloration, or rust that do not affect basic function.

• Resolution may include one of the following:
  • A partial refund of approximately 5–10% of the order value (capped at 200 USD), or
  • Up to 100 USD in accessories, or
  • Store credit toward a future purchase.

Punctured tires or tubes

If your scooter arrives with a punctured tire or inner tube, Ship+ does not cover replacing the entire scooter, but we will provide the necessary replacement part(s) free of charge.

General Policies and Exclusions

Incorrect address

If the shipping address was entered incorrectly at the time of order, Ship+ does not cover any resulting loss, theft, or delivery failure.

When a package is considered “lost”

If your tracking includes an estimated delivery date, that date is used to determine when the package is considered lost:

• The package is considered lost 48 hours after the estimated delivery date.
• If there is any recent tracking update, a 7‑day minimum waiting period from that update applies and overrides the 2‑day minimum.

Open box and refurbished orders

All orders – including refurbished and open box scooters – are eligible for Ship+ shipping protection when added at checkout.

Replacement scooters

If we send you a replacement scooter under an approved claim, that replacement shipment is automatically covered by Ship+ as well.

When and How to File a Ship+ Claim

You can file a Ship+ claim through the Apollo Ship+ Claims page. Once submitted, your claim will be reviewed within 2–3 business days; if extra documents are required, please allow up to 3 additional business days for review.

Filing deadlines

To keep your claim eligible, please submit it within these time windows:

• “Delivered” but not received (suspected stolen):
  • File no sooner than 7 days after the delivery date.
  • File no later than 10 days after the delivery date.
• Presumed lost in transit (not marked delivered):
  • File no sooner than 7 days after the scheduled delivery date.
  • File no later than 30 days after the scheduled delivery date.
• Damaged on arrival:
  • You may file immediately.
  • You must file within 7 days of the delivery date.

If we request follow‑up information and you do not respond within 5 days, your order issue will automatically close. You can reopen it at any time by replying to the same email thread.

Outcomes for approved claims

For approved claims, our default action is to place a new order for the affected item(s) unless they are out of stock, in which case a refund is issued instead.

• Refunds: Issued to the original payment card used to place the order; banks may take up to 10 days to post the funds back to your account.
• Re‑orders: You will receive a new order confirmation and tracking number; standard shipping times apply.

If your Ship+ claim is denied, you may still qualify for help under Apollo QC+ Service or our 12‑Month Limited Warranty.

Canceling Ship+

You can cancel and receive a refund for Ship+ only if a shipping label has not yet been created for your order.
Once the label is created, your package is already protected, and Ship+ can no longer be refunded.

Important Notes

• Ship+ is optional but highly recommended if you want guaranteed coverage against shipping‑related loss, theft, or damage.
• By purchasing Ship+, you confirm that the information you provide in any claim is accurate and truthful; fraudulent claims may have legal consequences.