Frequently Asked Questions

Frequently Asked Questions

General

 

(1) The Creation of Apollo Mvmt:

We started Apollo Mvmt with the mission to bring electric and sustainable last-mile transportation to Canada. Scooters are the perfect mix of convenience and sustainability, allowing for a transition to an electricity-based (rather than gasoline-based) society. We believe in this transformation and work tirelessly to bring the best products on the market to Canada.

Our portfolio is tailored to provide you all scooters for your needs; whether you need something light, something powerful, or something with range - we’ve got you covered. Head over to our shop to learn more.

(2) Where do we ship to?

Regardless of where in Canada you are, we've got you covered! We ship to every destination in our lovely country - from the beautiful Vancouver Island to the Coastal NovaScotia, we'll have your scooter at your doorstep within 3-7 business days! Shipping days vary as follows:

- Quebec: 1-2 Business Days

- Ontario + Nova Scotia: 1-3 Business Days

- British Columbia + Alberta: 3-6 Business Days

*Please keep in mind, once you place your order online, there's a 24 hour processing time before shipping.

USA Shipping:

We ship to all continental US states for a flat fee of $100. This fee is in place to help us cover the import customs fees, which are usually in the $150 range. We choose to take a loss on this fee to help bring our products to the US.

International Shipping:

Contact us before your order and we'll give you a fully transparent estimate before purchase (we want you to enjoy the thrill and excitement of this innovative technology with us, and we'll do our best to get them to you :)).

(3) What currency are our prices in?

All prices are in Canadian Dollars (CAD$)

(4) Where are you guys located/do you have a store in Calgary/Vancouver/Montreal?

For the time being, we're an online e-commerce store only unfortunately - we do have a head office in Montreal where we can do test drives, but we do not have a physical store yet. To reassure you however, we offer free shipping Canada Wide, and a free 2 week return policy on all scooters purchased in any case of dissatisfaction, along with a 12 month warranty on all products. We know there are many fraudulent online stores and some of you might be suspicious of us. Feel free to take a look at our our customer reviews here and our instagram account here. For any additional questions, feel free to contact us via chat in the bottom right corner or call/text us directly at 833 230 2546. If you'd like to be notified when we launch our store, you can subscribe at the bottom of this page :)

(5) Are electric scooter legal to ride here in Canada?

Different provinces have different laws in place to govern the use of single rider mobility devices. Please check with your local regulators - here's a video giving an overview of the laws by province. We recommend staying on bike lanes, and not riding on streets and sidewalks. Please respect pedestrians, bicycles and cars - always share the road and always wear a helmet :)

(6) Injuries caused by driving Apollo Mvmt Scooters?

All purchasers/users of Apollo Mvmt products are 100% personally liable for any damages caused and incurred to themselves or other individuals. Apollo Mvmt is not responsible for any harm caused to the rider or a pedestrian. Please read the legal terms and regulations at the bottom of the website page for more information. Please be vigilant and careful as these transport vehicles can be dangerous if not used wisely. Again, by purchasing these scooters you fully agree to all of Apollo Mvmt terms and conditions.

Payment/Financing

 

(1) What payment methods do we accept?

We accept all following payment methods: American Express, Credit Card, Debit Visa Card, Paypal, Google Pay, Apple Pay, Paybright and Interact E-Transfers.

(2) Do we offer financing?

Yes, we currently work with Paybright financial services to give you the option of financing your electric scooter over 12, 18 or 24 months. Interest rates depend on your credit score.

- To see your eligibility:

1. Add the scooter of your choice to cart

2. Proceed to check out, filling out your contact information and shipping details

3. When you get to the "Payment" page, please select "Paybright"

4. Proceed to Paybright's website to view your monthly payment schedule and fee breakdown

(3) If a customer changes his mind and wants to cancel an order, can he get a refund?

Yes, the customer can always cancel an order without a problem! The two cases are:

Within 24 Hours (or until shipped)

If the product has not shipped or been processed by our warehouse, yes, you are entitled to a full refund. However, this must be done as soon as possible by sending an email to "info@apollomvmt.com" with your Order ID and reason for cancellation.

Post 24 Hours (after shipped)

If the product has been processed by our warehouse or shipped, the customer will have to pay for the return shipping cost.

 


Product Related Questions

 

IMPORTANT: "My electric scooter isn't working - I'm pushing the throttle and it doesn't move" - this is normal. All electric scooters have to be pushed/kicked off at first, once they reach about 2-3 km/h speed, then push the throttle to go. This is a safety feature on all electric scooters :)

(1) Xiaomi M365/Pro

- My Xiaomi is really slow - is this normal?

Yes, the Xiaomi comes with eco mode and power mode, to change between the two, double click the power button quickly. When all 4 lights are white, this means you're in power mode. When the first light is green, this means you're in eco mode (hence slower/limited speed).

- I can barely fold my Xiaomi latch, is it supposed to be this hard?

If the folding latch is very stiff (this happens with some Xiaomi's), get a Hex Key (5x32) to release the front hex screw while adding WD40. This should grease up the screw and allow you to work the folding mechanism easier. However, its always better keeping it tighter rather than looser.

- Regular punctures, any solutions?

Yes, always! If your Xiaomi is experiencing punctures (which is completely normal as its an air tire), you can always change/upgrade to honeycomb tires. This will make your ride slightly less soft, but in the long run you don't need to change your air tires. We offer this part at cost if you're our customer - just reach out to us and we'll help :)

- Xiaomi Pro not connecting to mobile app for the update?

This is an easy fix - you have to mark your location in "Mainland China" and not Canada. We're unsure why, but this small change always works :)

(2) Segway ES2/ES4

- My ES2/4 is really slow, is this normal?

Yes, the Segways comes with 3 different speed modes, to change between the 3, double click the power button quickly. You'll see 3 different options: (1) Nothing different on the LED screen = power saving mode (slowest speed), (2) A white "S" on the LED panel = Standard Mode, (3) A red "S" on the LED screen = Sport mode (use this one for top speed).

- My throttle/brake is sticky and getting stuck, what's going on?

This happens when the grip can be pushed against the brake or throttle too much. Slowly pull or twist your grip handle outwards - this should help!

(3) Mercane WideWheel

- I bought the Mercane Pro, but the speed is really slow - is it broken?

No - this is completely normal! The normal Mercane has the eco (25km/h speed) and power (32km/h) speed, however to reach the 45km/h speed as advertised, here's the video link: Unlock Full Speed Mercane

- My plastic suspension cover is broken/fell off, what happened?

This is a slight manufacturing defect unfortunately - the suspension covers are very fragile and we've had many issues to date from Mercane with these. Please send us an email at support@apollomvmt.com and we'll send you spare parts for this (granted they're in stock).

- Does the Mercane have Cruise Control?

Yes! Hold the button down for 1.5 seconds until flashing, now to activate cruise control, hold the brake and accelerate the throttle once (you should see the 4th white light appear - this means cruise control is activated).

- My handlebar is wobbly/moving, is this dangerous?

No - rest assured, the wobbliness is completely normal. Having a very tight metal connection of the handlebar with the stem of the scooter is very dangerous and can snap (metal needs some room to move). This slight wobble is a natural shock absorption and is not to be worried about.

Any other product related issues? Please contact support@apollomvmt.com directly and we'll help you asap :)


Returns and Warranty Policy

 

(1) I don't like my scooter - can I return it and get a refund?

Yes - as long as the product is returned within 14 days of purchase, you are entitled to a full refund. However, to be eligible for refund, the following criteria must be met:

- The customer is required to pay a restocking fee incurred while shipping the product back to Apollo. The process for returns is to email info@apollomvmt.com requesting a return, with your Order Id and reason. We will then send you a return shipping label to put on your scooter box to ship it back. You must inform us of your return within 14 days from receiving the product to be eligible for this.

- Reasoning: We encourage trial and want the scooter to be a personal fit, if it isn't, we'll take it back! But we ask customers to do their due diligence before the purchase of their scooter as well - a return of the scooter due to lack of research of the product, law/regulation or factors unrelated to the product fit or performance will be under Apollo Mvmt's discretion for the return.

- If returned, the buyer will be refunded for the purchase once the item is verified to have been shipped back and received by the warehouse. The product must be returned in new condition/the product must be 100% resellable (no scratches, dirt, usage marks). It us up to Apollo Mvmt's discretion to decide if the product is in resellable condition or not. We always want to help you find the perfect product for you, and if you try it and dislike it, we completely understand and will try our best to help you during this process - but please be respectful and return the scooter as you received it :) (very minimal use is fine).

- A customer is entitled to 1 return per year, this is subject to Apollo Mvmt's discretion but multiple returns will not be admitted.

- A restocking fee of 10% of the product price is applied to units purchased and returned (this is comprised of transportation, warehouse picking fee and labour for larger number of units).

(2) My scooter came with a manufacturer defect - can I exchange it?

Of course - for exchanges or product defect/s, we will verify that it is due to craftsmanship. Any wear and tear will not be covered under warranty. Please contact us within 14 days of purchase with images/video proof of the defect, and we will provide a return shipping label and have a brand new one sent back out to you as soon as we receive the defective item.

All returns/exchanges are subject to validation and approval at Apollo’s discretion.

(3) What is Apollo Mvmt's warranty policy and what does it cover?

Apollo Mvmt Warranty covers all spare parts at cost under the warranty agreement, and will always be at your service to help you resolve all issues faced with our customer service. All wear and tear of scooters (tires, scratches, damages caused by the rider) are not covered by warranty. Warranty cases are up to Apollo Mvmt's discretion. Warranty does not cover water damage to scooter batteries. Any production defects need to be communicated when the product is received, within the first 14 days of receipt of the scooter.

(4) If I resell my product, is the warranty still covered?

Warranty transfers are possible - but please contact Apollo Mvmt beforehand as your request for warranty transfer needs to be approved (due to fraud prevention or black list customers). Please contact us with your order number and reason for resale, and we'll get back to you with if the transfer is approved or refused.

General

 

(1) The Creation of Apollo Mvmt:

We started Apollo Mvmt with the mission to bring electric and sustainable last-mile transportation to Canada. Scooters are the perfect mix of convenience and sustainability, allowing for a transition to an electricity-based (rather than gasoline-based) society. We believe in this transformation and work tirelessly to bring the best products on the market to Canada.

Our portfolio is tailored to provide you all scooters for your needs; whether you need something light, something powerful, or something with range - we’ve got you covered. Head over to our shop to learn more.

(2) Where do we ship to?

Regardless of where in Canada you are, we've got you covered! We ship to every destination in our lovely country - from the beautiful Vancouver Island to the Coastal NovaScotia, we'll have your scooter at your doorstep within 3-7 business days! Shipping days vary as follows:

- Quebec: 1-2 Business Days

- Ontario + Nova Scotia: 1-3 Business Days

- British Columbia + Alberta: 3-6 Business Days

*Please keep in mind, once you place your order online, there's a 24 hour processing time before shipping.

USA Shipping:

We ship to all continental US states for a flat fee of $100. This fee is in place to help us cover the import customs fees, which are usually in the $150 range. We choose to take a loss on this fee to help bring our products to the US.

International Shipping: 

Contact us before your order and we'll give you a fully transparent estimate before purchase (we want you to enjoy the thrill and excitement of this innovative technology with us, and we'll do our best to get them to you :)).

(3) What currency are our prices in?

All prices are in Canadian Dollars (CAD$)

(4) Where are you guys located/do you have a store in Calgary/Vancouver/Montreal?

For the time being, we're an online e-commerce store only unfortunately - we do have a head office in Montreal where we can do test drives, but we do not have a physical store yet. To reassure you however, we offer free shipping Canada Wide, and a free 2 week return policy on all scooters purchased in any case of dissatisfaction, along with a 12 month warranty on all products. We know there are many fraudulent online stores and some of you might be suspicious of us. Feel free to take a look at our our customer reviews here and our instagram account here. For any additional questions, feel free to contact us via chat in the bottom right corner or call/text us directly at 833 230 2546. If you'd like to be notified when we launch our store, you can subscribe at the bottom of this page :)

(5) Are electric scooter legal to ride here in Canada?

Different provinces have different laws in place to govern the use of single rider mobility devices. Please check with your local regulators - here's a video giving an overview of the laws by province. We recommend staying on bike lanes, and not riding on streets and sidewalks. Please respect pedestrians, bicycles and cars - always share the road and always wear a helmet :). Please be sure to check regulation before purchase, and by purchasing you accept awareness of your local laws and regulation.

(6) Injuries caused by driving Apollo Mvmt Scooters?

All purchasers/users of Apollo Mvmt products are 100% personally liable for any damages caused and incurred to themselves or other individuals. Apollo Mvmt is not responsible for any harm caused to the rider or a pedestrian. Please read the legal terms and regulations at the bottom of the website page for more information. Please be vigilant and careful as these transport vehicles can be dangerous if not used wisely. Again, by purchasing these scooters you fully agree to all of Apollo Mvmt terms and conditions.


Payment/Financing

 

(1) What payment methods do we accept?

We accept all following payment methods: American Express, Credit Card, Debit Visa Card, Paypal, Google Pay, Apple Pay, Paybright and Interact E-Transfers.

(2) Do we offer financing?

Yes, we currently work with Paybright financial services to give you the option of financing your electric scooter over 12, 18 or 24 months. Interest rates depend on your credit score.

- To see your eligibility:

1. Add the scooter of your choice to cart

2. Proceed to check out, filling out your contact information and shipping details

3. When you get to the "Payment" page, please select "Paybright"

4. Proceed to Paybright's website to view your monthly payment schedule and fee breakdown

(3) If a customer changes his mind and wants to cancel an order, can he get a refund?

Yes, the customer can always cancel an order without a problem! The two cases are:

Within 24 Hours (or until shipped)

If the product has not shipped or been processed by our warehouse, yes, you are entitled to a full refund. However, this must be done as soon as possible by sending an email to "info@apollomvmt.com" with your Order ID and reason for cancellation.

Post 24 Hours (after shipped)

If the product has been processed by our warehouse or shipped, the customer will have to pay for the return shipping cost.

 


Product Related Questions

 

IMPORTANT: "My electric scooter isn't working - I'm pushing the throttle and it doesn't move" - this is normal. All electric scooters have to be pushed/kicked off at first, once they reach about 2-3 km/h speed, then push the throttle to go. This is a safety feature on all electric scooters :)

(1) Xiaomi M365/Pro

- My Xiaomi is really slow - is this normal?

Yes, the Xiaomi comes with eco mode and power mode, to change between the two, double click the power button quickly. When all 4 lights are white, this means you're in power mode. When the first light is green, this means you're in eco mode (hence slower/limited speed).

- I can barely fold my Xiaomi latch, is it supposed to be this hard?

If the folding latch is very stiff (this happens with some Xiaomi's), get a Hex Key (5x32) to release the front hex screw while adding WD40. This should grease up the screw and allow you to work the folding mechanism easier. However, its always better keeping it tighter rather than looser.

- Regular punctures, any solutions?

Yes, always! If your Xiaomi is experiencing punctures (which is completely normal as its an air tire), you can always change/upgrade to honeycomb tires. This will make your ride slightly less soft, but in the long run you don't need to change your air tires. We offer this part at cost if you're our customer - just reach out to us and we'll help :)

- Xiaomi Pro not connecting to mobile app for the update?

This is an easy fix - you have to mark your location in "Mainland China" and not Canada. We're unsure why, but this small change always works :)

(2) Segway ES2/ES4

- My ES2/4 is really slow, is this normal?

Yes, the Segways comes with 3 different speed modes, to change between the 3, double click the power button quickly. You'll see 3 different options: (1) Nothing different on the LED screen = power saving mode (slowest speed), (2) A white "S" on the LED panel = Standard Mode, (3) A red "S" on the LED screen = Sport mode (use this one for top speed).

- My throttle/brake is sticky and getting stuck, what's going on?

This happens when the grip can be pushed against the brake or throttle too much. Slowly pull or twist your grip handle outwards - this should help!

(3) Mercane WideWheel

- I bought the Mercane Pro, but the speed is really slow - is it broken?

No - this is completely normal! The normal Mercane has the eco (25km/h speed) and power (32km/h) speed, however to reach the 45km/h speed as advertised, here's the video link: Unlock Full Speed Mercane

- My plastic suspension cover is broken/fell off, what happened?

This is a slight manufacturing defect unfortunately - the suspension covers are very fragile and we've had many issues to date from Mercane with these. Please send us an email at support@apollomvmt.com and we'll send you spare parts for this (granted they're in stock).

- Does the Mercane have Cruise Control?

Yes! Hold the button down for 1.5 seconds until flashing, now to activate cruise control, hold the brake and accelerate the throttle once (you should see the 4th white light appear - this means cruise control is activated).

- My handlebar is wobbly/moving, is this dangerous?

No - rest assured, the wobbliness is completely normal. Having a very tight metal connection of the handlebar with the stem of the scooter is very dangerous and can snap (metal needs some room to move). This slight wobble is a natural shock absorption and is not to be worried about.

Any other product related issues? Please contact support@apollomvmt.com directly and we'll help you asap :)


Returns and Warranty Policy

 

(1) I don't like my scooter - can I return it and get a refund?

Yes - as long as the product is returned within 14 days of purchase, you are entitled to a full refund. However, to be eligible for refund, the following criteria must be met:

- The customer is required to pay a restocking fee incurred while shipping the product back to Apollo. The process for returns is to email info@apollomvmt.com requesting a return, with your Order Id and reason. We will then send you a return shipping label to put on your scooter box to ship it back. You must inform us of your return within 14 days from receiving the product to be eligible for this.

- Reasoning: We encourage trial and want the scooter to be a personal fit, if it isn't, we'll take it back! But we ask customers to do their due diligence before the purchase of their scooter as well - a return of the scooter due to lack of research of the product, law/regulation or factors unrelated to the product fit or performance will be under Apollo Mvmt's discretion for the return.

- If returned, the buyer will be refunded for the purchase once the item is verified to have been shipped back and received by the warehouse. The product must be returned in new condition/the product must be 100% resellable (no scratches, dirt, usage marks). It us up to Apollo Mvmt's discretion to decide if the product is in resellable condition or not. We always want to help you find the perfect product for you, and if you try it and dislike it, we completely understand and will try our best to help you during this process - but please be respectful and return the scooter as you received it :) (very minimal use is fine).

- A customer is entitled to 1 return per year, this is subject to Apollo Mvmt's discretion but multiple returns will not be admitted.

- A restocking fee of 10% of the product price is applied to units purchased and returned (this is comprised of transportation, warehouse picking fee and labour for larger number of units).

 

(2) My scooter came with a manufacturer defect - can I exchange it?

Of course - for exchanges or product defect/s, we will verify that it is due to craftsmanship. Any wear and tear will not be covered under warranty. Please contact us within 14 days of purchase with images/video proof of the defect, and we will provide a return shipping label and have a brand new one sent back out to you as soon as we receive the defective item.

All returns/exchanges are subject to validation and approval at Apollo’s discretion.

(3) What is Apollo Mvmt's warranty policy and what does it cover?

Apollo Mvmt Warranty covers all spare parts at cost under the warranty agreement, and will always be at your service to help you resolve all issues faced with our customer service. All wear and tear of scooters (tires, scratches, damages caused by the rider) are not covered by warranty. Warranty cases are up to Apollo Mvmt's discretion. Warranty does not cover water damage to scooter batteries. Any production defects need to be communicated when the product is received, within the first 14 days of receipt of the scooter. Warranty Policy Terms & Conditions:

(1) Manufacturer Defects

•Any items that are damaged or malfunctioning due to the production issues of the scooter are covered under warranty. This includes labour and the spare parts.

•Production issues or manufacturer defects are subject to 12 months of warranty and need to have physical proof sent to info@apollomvmt.

•Battery’s that malfunction due to water leakage are not covered under warranty.

•Examples of Manufacturer Defects: Motor malfunctioning, broken bearings, bent disk brakes during delivery.

 

(2) Wear & Tear

•All spare parts will be offered at cost under normal wear & tear of the use of Apollo’s electric scooters.

•Labour and maintenance are offered for free under the warranty period during wear and tear.

•Examples: Used tires need replacing, brake pads worn out.

 

(3) Upgrades

•Upgrade costs are not offered at cost or are not covered under warranty.

•Labour and installation is offered at cost during the warranty period.

•Example: Changing from disk brakes to hydraulic breaks, LED lights, improving battery cells.

(4) If I resell my product, is the warranty still covered?

Warranty transfers are possible - but please contact Apollo Mvmt beforehand as your request for warranty transfer needs to be approved (due to fraud prevention or black list customers). Please contact us with your order number and reason for resale, and we'll get back to you with if the transfer is approved or refused.