What happens if my order is lost in shipping or stolen?Updated 25 days 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]