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...

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 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 Ship+<ul><li>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.</li></ul>We strongly encourage you purchase Ship+ 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 Ship+:<ul><li>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.</li><li>We strongly encourage you purchase Ship+ 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 Ship+ 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>Ship+ 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 Ship+ Service<ul><li>If the customer&#x2019;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.</li></ul>Fraud Policy<ul><li>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.</li><li>If a Ship+ &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 Ship+. Open Boxes with 0km and wear and tear are only discounted by $100.</li></ul>Ship+ for Replacement Scooters<ul><li>If your claim is approved and Apollo sends you a replacement scooter, your scooter will automatically covered by Ship+ for the replacement shipment.</li></ul>Orders not covered by Ship+<ul><li>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.</li><li>We strongly encourage you purchase Ship+ 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 Ship+ 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 Apollo Ship+ 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 Ship+ Claims Page.<ul><li><a href="https://apolloscooters.ca/pages/ship-plus-claim" rel="noreferrer" target="_blank" style=" text-decoration: none;">Canada Ship+ Claims Page</a></li><li><a href="https://apolloscooters.co/pages/ship-plus-claim" rel="noreferrer" target="_blank" style=" text-decoration: none;">US Ship+ 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/limited-warranty">Apollo&apos;s 12 Month Limited Warranty</a>

Apollo Ship+ 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 Ship+ in my order”. Select it and that’s it! If you have already placed your order and you would like to...

Purchasing Ship+

If your package does not yet have a label created, Apollo can refund the Apollo Ship+ Service. If the shipping label has already been created, Apollo is already protecting the package and cannot issue a refund. You can view the full Ship+ policy...

Ship+ Cancellation

Apollo Ship+ 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. Please follow these brief instructions when...

Submitting Ship+ Claim

Contact Us 

Email: support@apolloscooters.co

Apollo Scooters

Ship+

Warranty & Support

Apollo Air Unboxing and Setup

Apollo Explore 2.0 Unboxing and Setup

Apollo City Unboxing and Setup

Apollo Go Unboxing and Setup

Apollo Phantom 2.0 Unboxing and Setup

Apollo Phantom V3-V4 Unboxing and Setup

Apollo Pro Unboxing and Setup

Proper Installation of Apollo Headset Stem Screws

Unboxing and Setup

First Ride Guide

Initial Charging on Your Apollo Scooter

First Ride

What's Included with Your Apollo Scooter

Do I need a Fast Charger?

Do your scooters come with a charger?

Scooter button behavior

How to Find Your Scooter's Serial Number

Warranty and Registration

Weight Limits & Rider Guidance

How to Factory Reset Your Scooter Settings via the App

Which scooter is right for me?

Understanding Regenerative (Regen) Braking

Does Apollo Offer Test Drives?

Understanding MACH Controllers

Do I need to do any brake adjustments out of the box?

Understanding the Apollo Scooter PIN Sharing Process

How long do Apollo scooters last for?

Life Expectancy (Tires, Battery, Scooter)

Apollo Phantom 2.0 – Light Intensity Behaviour Explained

FAQs for New Rider

User  Manuals

User Manual Overview

Getting Started

Scooter Usage in Varying Weather Conditions

Riding your scooter in different weather

Weather Conditions

Can I take my scooter on the airplane?

Legal & Compliance

Safety & Regulations

Legacy Apollo Phantom (V1 To V4X) Maintenance Guide

General Maintenance Guide

Apollo City Maintenance Guide

Apollo Go Maintenance Guide

Apollo Pro Maintenance Guide

Routine & Seasonal

How to Straighten a Bent Brake Disc on Your Scooter

How to Check and Maintain the Recommended Tire Pressure (PSI) for Your Scooter

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

Component-Specific

Maintenance & Care

Rubbing Noise From the Wheel

Apollo Go: Hook Magnet Falling Off

Water Buildup Inside the Display

Controller & Motor temperatures

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

Apollo City: How to lubricate the wheel bearings

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

How to Install Direction Washers and Nuts on City 2024

Understanding Air Loss When Disconnecting an Air Pump

E1 Error Code

E3 Error Code

E5 Error Code

E7 Error Code

Error Codes

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

Power

Phantom 2.0 Folding Mechanism Latch — Fit Issue and Fix

Folding Mechanism

Phantom 2.0 Fixing Inverted Headlight and Stem Light Controls

Hot/Warm Phantom 2.0 Light Box

Lighting

Battery Not Charging & Charger Stays Green

Spark or popping when plugging charger to scooter

Charging Issues

Apollo Go: Suspension Squeaking Noise

Suspension

Noise from Brake Discs

Noise From Drum Brake

Rust from Disc Brakes/Rotors

Stiff Braking With Drum Brake System

Hydraulic Brakes Not Working (Spongy)

Spongy Hydraulic Brakes on a Brand New Scooter

Brakes

Troubleshooting Tubeless Tire Issues on Your Apollo Scooter

Understanding Tire Wobble on Electric Scooters

Goo exploded from the tire

Tire Pressure Drops or Slow Leak From Rim/Valve

Tire

Phantom 2.0: Loose Fender

Fender

Kickstand Feels Loose or Rattles

Kickstand

Troubleshooting

How do I charge my scooter?

Can I use the fast charger with my Apollo Go?

Can I purchase a spare battery for extra mileage?

Compatibility of Apollo chargers in different countries

Charging Practices & Safety

Battery & Charging

Purchasing Spare Parts for Your Scooter

Can I upgrade my scooter?

How to Request Spare Parts Not Listed on the Website

How to Get Spare Parts for Apollo Scooters Purchased from Retailers or Wholesalers

Discontinued Apollo Scooter Models and Replacement Parts

Checking Website Inventory Availability

Parts, Accessories & Upgrades

What is the new 10,000km warranty on the frame?

Apollo Scooters Limited Warranty

Price Guarantee Policy

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

Are Flat Tire Punctures Covered by Warranty?

How to Transfer Your Apollo Scooter Warranty

Warranty Coverage

Submitting Extend Claim

Understanding Extended Warranty Coverage

Understanding Apollo’s 12 Month Limited Warranty vs. Extend Coverage

Extended Warranty

Return & Cancellation Policy

Return and Exchange Policy for Upgrade Kits

Exchange Policy

How do I exchange my scooter?

Can I exchange a refurbished/OB scooter?

Can I return my used scooter for a refund?

Return

Warranty Coverage for Open Box and Refurbished Scooters

Open Box & Refurbished Models

Open Box & Refurbished

What happens if my order is lost in shipping or stolen?

Lost & Stolen

Getting Parts Under Warranty for Discontinued Scooters

Parts & Replacements

Payment

Financing

Which financing options do you have?

How does Affirm financing work?

Why was my payment declined?

Locating Tax Numbers on Invoices

Missing Order Confirmation Email After Credit Card Charge

Payment & Financing

Understanding Our Order Processing Schedule

Pre-Orders

Orders

General Shipping FAQ

Location-Specific Shipping FAQ

Understanding Standard Shipping Times

I received a tracking number but it isn't valid/hasn't been scanned - what's going on?

Which shipping carriers do you use?

What does my shipping status mean?

Shipping Information and Delivery

How to Handle a Failed Delivery Attempt

Shipping

Orders, Payments & Shipping

How to Download & Install the Apollo Scooters App

How to Check App Versions on iOS and Android Devices

Apollo Scooter App Compatibility Guide

How to Record Your Ride in the Apollo App

How to Disengage Park "P" Mode

How to Delete Your Mobile App Account

How to Access or Reset Your Scooter PIN

What should I do if my scooter is stolen?

How to Connect Your Apollo Scooter to the Apollo App

Phantom 2.0 – Scooter Stuck in P Mode / App Won’t Recognize

App Troubleshooting

App Integration & Functionality

How to redeem Apollo Amps?

Does Apollo have a loyalty program?

I don’t see my AMPS in my account!

Why isn’t my promo code working?

Does Apollo have an affiliate program?

How do I become a reviewer?

Apollo x Sellit9 Trade-In Program

Community, Loyalty & Programs

What happens if I have any issues with my scooter after it is repaired by a Certified Shop?

What certifications/training do Certified Shops have to work on Apollo Scooters?