Submitting Expedited Delivery & Protection Claim

What is Expedited Delivery & Protection?

Expedited Delivery & Protection is our Ship+ shipping protection. It speeds up resolving a claim for items that are lost, stolen, or damaged during transit; it does not make delivery itself faster, and Apollo does not offer expedited shipping.

How to Submit a Claim

To submit a claim, follow these general steps:

1. Navigate to the Expedited Delivery & Protection 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 Expedited Delivery & Protection 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 (review Expedited Delivery & Protection Policy).
  • Fill out the Expedited Delivery & Protection 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 (review Expedited Delivery & Protection Policy).
  • Fill out the Expedited Delivery & Protection 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 (review Expedited Delivery & Protection Policy).
  • Fill out the Expedited Delivery & Protection 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.

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