Review the policies to understand what lost, stolen, and damaged items Expedited Delivery & Protection Policy will cover. When refunding or replacing an item, Apollo covers the subtotal of the order, the Apollo shipping costs, and taxes...

Review the policies to understand what lost, stolen, and damaged items Expedited Delivery &amp; Protection 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 PoliciesPackages 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&#x2019;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<ul><li>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.</li></ul>Delivered packages<ul><li>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.</li></ul>Lost orders not covered by Expedited Delivery &amp; Protection<ul><li>If your order is presumed lost by the courier and you did not purchase Expedited Delivery &amp; Protection, 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.</li></ul>We strongly encourage you purchase Expedited Delivery &amp; Protection to ensure we are able to assist you by providing a replacement in these cases.Stolen Items PoliciesPackages 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:<ul><li>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.</li></ul>Filing a police report:<ul><li>On orders over $100, Apollo requires evidence of the police report</li><li>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.</li><li>Upon request, Apollo can require additional documentation (e.g. proof of identity, address, notary, etc.).</li></ul>Stolen Orders not covered by Expedited Delivery &amp; Protection:<ul><li>If your order is presumed lost by the courier and you did not purchase Apollo Expedited Delivery &amp; Protection, 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.</li><li>We strongly encourage you purchase Expedited Delivery &amp; Protection to ensure we are able to assist you by providing a full refund or replacement in these cases.</li></ul>Damaged Items PoliciesCustomer received a product that has suffered damage or is broken during shipping.<ul><li>Apollo requires further evidence of the customer&#x2019;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 Expedited Delivery &amp; Protection claim is denied, you may still be eligible for:</li><li>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.</li><li>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.</li><li>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.</li></ul><img src="https://attachments.gorgias.help/JEmYL2nVJj2oMgQ3/hc/VvEzB7NjWAG7beky/2025092319-4ff6735e-d2f0-4816-858f-cdf4fb1c3303-screenshot%202024-02-16%20at%208.49.16%20am.png" class="fr-fic fr-dib"> General PoliciesInput wrong address<ul><li>If the customer entered the wrong address at the time of order, Apollo does not cover this.</li><li>Expedited Delivery &amp; Protection does not provide coverage if the customer initiates an address change or package hold, and the package is later lost or stolen.</li></ul>Estimated Delivery Date<ul><li>Whenever there is an estimated delivery date, that becomes the date after which the package is considered &#x201C;lost&#x201D; 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.</li></ul>Filing Time Frame<ul><li>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:</li></ul><ol><li>Order issues for packages marked &quot;delivered&quot; yet not received must be made 5-10 days after &#x201C;delivery date&#x201D; to ensure it was not mis-delivered or easily found around the premises and no more than 30 days after.</li><li>Order issues for packages presumed to be lost by the carrier (where the status is not &quot;delivered&quot;) must be filed no sooner than 5 days after the scheduled delivery date and no more than 30 days.</li><li>Order issues for damaged packages can be filed immediately and must be filed within 3 days of delivery date.</li></ol>Closed order issues<ul><li>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.</li></ul>Canceling Apollo Expedited Delivery &amp; Protection Service<ul><li>If the customer&#x2019;s package does not yet have a label created, Apollo can refund Expedited Delivery &amp; Protection. If the shipping label has already been created, Apollo is already protecting the package and cannot refund the customer.</li></ul>Fraud Policy<ul><li>By purchasing Expedited Delivery &amp; Protection, 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.</li><li>If a Expedited Delivery &amp; Protection &quot;stolen&quot; 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.</li></ul>Open Box Policy<ul><li>All orders, including refurbished and open box orders are eligible for Expedited Delivery &amp; Protection. Open Boxes with 0km and wear and tear are only discounted by $100.</li></ul>Expedited Delivery &amp; Protection for Replacement Scooters<ul><li>If your claim is approved and Apollo sends you a replacement scooter, your scooter will automatically covered by Expedited Delivery &amp; Protection for the replacement shipment.</li></ul>Orders not covered by Expedited Delivery &amp; Protection<ul><li>If your order is presumed lost by the courier and you did not purchase Expedited Delivery &amp; Protection, 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.</li><li>We strongly encourage you purchase Expedited Delivery &amp; Protection to ensure we are able to assist you by providing a replacement in these cases.</li></ul>Refused Shipments<ul><li>In order to be eligible for coverage under Expedited Delivery &amp; Protection for damaged items, you must accept the delivery.</li><li>If you refuse the delivery and the package is returned to sender, you will not be eligible for coverage under Expedited Delivery &amp; Protection and you will be subject to the regular return policy fees outlined in the Return &amp; Cancellation Policy.</li><li>Refused packages are subject to a 3% Payment Processor Fee + $50 Restocking fee + Return Shipping Fees under this policy.</li></ul>Claims ProcessIn order to file a claim, go to the Expedited Delivery &amp; Protection Claims Page.<ul><li><a href="https://apolloscooters.ca/pages/ship-plus-claim" rel="noopener noreferrer" target="_blank" style=" text-decoration: none;">Canada Expedited Delivery &amp; Protection Claims Page</a></li><li><a href="https://apolloscooters.co/pages/ship-plus-claim" rel="noopener noreferrer" target="_blank" style=" text-decoration: none;">US Expedited Delivery &amp; Protection Claims Page</a></li></ul>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 <a href="https://support.apolloscooters.co/en-US/apollo-scooters-limited-warranty-1985702">Apollo Scooters Limited Warranty</a>Disclaimer: This information is intended for US and Canadian customers. The service described is not available in Australia at this time.

Expedited Delivery & Protection Policy

As easy as checking a box. Literally. Open your cart and at the bottom you will be able to find a button that says “I would like to include Expedite in my order”. Select it and that’s it! If you have already placed your order and you would like to...

Purchasing Expedited Delivery & Protection

If your package does not yet have a label created, Apollo can refund the Expedited Delivery & Protection. If the shipping label has already been created, Apollo is already protecting the package and cannot issue a refund.

Expedited Delivery & Protection Cancellation

Apollo Expedited Delivery & Protection Service provides enhanced support for any issues arising from the delivery of products to customers. This includes helping expedite the process for covers lost, stolen, and damaged items.

Submitting Expedited Delivery & Protection Claim

Contact Us 

Email: support@apolloscooters.co

Apollo Scooters

Expedited Delivery & Protection

Warranty & Support

Apollo Air Unboxing and Setup

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Understanding Regenerative (Regen) Braking

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Understanding the Apollo Scooter PIN Sharing Process

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Apollo Phantom 2.0 – Light Intensity Behaviour Explained

Apollo Scooters Adjustable and Fixed Position Headlights

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Explore 2.0 Teardown

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How to Straighten a Bent Brake Disc on Your Scooter

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Pro: How to Adjust the Suspension (Front and Rear)

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How to Perform Bearing Checks on Apollo Scooters

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Apollo Go: Hook Magnet Falling Off

Water Buildup Inside the Display

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Speed Wobble on Your Scooter

Phantom V4X: Phantom V4X Steering Column Bolt Issue and Fix

How and When to Perform Motor Detection on Your Apollo Scooter

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How should a customer proceed if they smell burning wires from their scooter?

How to Install Direction Washers and Nuts on City 2024

What Three Consecutive Continuous Beeps Mean

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Why Your Scooter Won’t Turn On While Charging (Model-Specific Behaviour)

Understanding Battery Voltage Sag on Your Scooter

Low Range on Your Apollo Scooter

How to Troubleshoot Scooters That Won't Turn On

Trouble shooting a battery - General guide

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Phantom 2.0 Folding Mechanism Latch — Fit Issue and Fix

Folding Mechanism Adjustment Screw Won't Turn

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Folding Mechanism Adjustment Guide

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Lighting

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Diagnosing and Fixing a Flat Tire (Tubeless)

Understanding Tire Wobble on Electric Scooters

Goo Exploded from the Tire

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Understanding Air Loss When Disconnecting an Air Pump

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Bent Motor Rim Guide: Causes, Effects, and Solutions

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How to Loosen Stubborn Screws, Nuts, and Bolts on Scooters

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Compatibility of Apollo chargers in different countries

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Discontinued Apollo Scooter Models and Replacement Parts

Checking Website Inventory Availability

Phantom 2.0 Suspension Upgrade

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Apollo Phantom 2.0 and Legacy Phantom Compatibility

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Apollo 10,000km Warranty on Frame

Apollo Scooters Limited Warranty

Price Guarantee Policy

Warranty Coverage for Scooters Purchased from Wholesalers, Distributors, or Retailers