Submitting Ship+ ClaimUpdated 14 days ago

What is Apollo Ship+ Service?

Apollo Ship+ Service is designed to provide extra support for issues that arise after your products have been delivered. This service helps expedite the process for items that are lost, stolen, or damaged during transit.

How to Submit a Claim

To submit a claim, follow these general steps:

1. Navigate to the Apollo Ship+ Claims Page:
   • For US Stores: https://apolloscooters.co/pages/ship-plus-claim
   • For Canada Stores: https://apolloscooters.ca/pages/ship-plus-claim
2.  Fill out the Ship+ Claim form: You'll need your order number and email address.
3. Select the specific order you wish to claim.
4. Follow the specific instructions based on the type of issue (lost, stolen, or damaged).

Specific Claim Instructions

Lost Items

• When to file: If your order hasn't arrived 7 days after the estimated delivery date, or if it's been stuck in "label created" status for over 7 days. This applies to packages presumed lost by the carrier.
• What to do:
  • Ensure you are within the filing period (check Apollo Ship+).
  • Fill out the Ship+ Claim form with your order number and email.
  • Select the relevant order.
  • No photos or evidence are needed for lost items.
• Review time: Claims are typically reviewed within 2-3 business days. An additional 3 business days may be needed if further documentation is requested.

Stolen Items

• When to file: If your tracking shows "delivered," but you haven't received the package.
• What to do:
  • Ensure you are within the filing period (check Apollo Ship+).
  • Fill out the Apollo Ship+ claim form with your order number and email.
  • Select the relevant order.
  • For orders over $100: You must attach a police report (PDF and report number) to your claim. Claims without a police report for orders over $100 will be denied.
  • File size limit: The maximum file upload size is 5 MB. Consider using a file compression tool like wecompress.com before uploading.
  • If you can't compress the file sufficiently, submit the claim without it and reply to the confirmation email with your attachments.
  • Review time: Claims are typically reviewed within 2-3 business days. An additional 3 business days may be needed if further documentation is requested.

Damaged Items

• When to file: If you received a product that is damaged or broken.
• What to do:
  • Ensure the damage is covered by the policy and you are within the filing period (check Apollo Ship+).
  • Fill out the Apollo Ship+ claim form with your order number and email.
  • Select the relevant order.
  • Evidence required: Attach clear photos and/or videos of the damaged item. Claims without this evidence will be denied.
  • File size limit: The maximum file upload size for evidence is 5 MB. Use a file compression tool if needed. If unable to compress, submit the claim and attach files to the confirmation email.
  • Odometer reading: Attach a photo of your odometer reading. If the reading is higher than zero, the claim will be denied. The file size limit for this photo is also 5 MB.
  • Review time: Claims are typically reviewed within 2-3 business days. An additional 3 business days may be needed if further documentation is requested.

Key Takeaways

• Apollo Ship+ offers support for lost, stolen, and damaged deliveries.
• Always check the filing period and specific requirements for each claim type.
• For stolen items over $100 and all damaged items, photographic or police report evidence is mandatory.
• Be mindful of the 5 MB file size limit for all uploads and compress files if necessary.
• Claims are generally processed within 2-3 business days, with potential extensions for additional documentation.

Disclaimer: This information is intended for US and Canadian customers. The service described is not available in Australia at this time.