What happens if my order is lost in shipping or stolen?Updated a month ago

What Happens If Your Order Is Lost in Shipping or Stolen?

Apollo provides an optional service called Ship+ that insures your scooter's value while it's in transit. This service is designed to simplify the process and provide a clear resolution if your order encounters issues like loss or theft during shipping.

If You Purchased Ship+

If you opted for the Ship+ Service and your scooter is lost or stolen during shipping, you can initiate a claim through the provided links:

• US Store Claims
• Canada Store Claims

Apollo strongly recommends purchasing Ship+ to ensure a smooth claims process and efficient assistance. Please review the Apollo Ship+ Policy.

If You Did Not Purchase Ship+

If you did not purchase the Ship+ Service, the responsibility for any loss or damage during shipping falls on the customer.

However, if your order is presumed lost by the courier:

1. Contact Apollo Support:Reach out to the Apollo customer support team.
   • Courier Investigation: Apollo will work with the courier to investigate and attempt to recover your scooter.
   • Resolution: If the package is confirmed lost after the investigation, Apollo will collaborate with you to find a suitable resolution.

Key Takeaways

• Ship+ Service: This optional service provides coverage for your scooter during shipping and simplifies the claims process for lost or stolen items.
• Without Ship+: Customers are responsible for losses during shipping. Apollo will assist in recovery efforts if the courier presumes the package lost, and will work towards a resolution if the package is confirmed lost.

Need More Help?

If you have any questions or concerns, please don't hesitate to contact our A-Team at [email protected]