RoadRunner Protected Delivery Terms
RoadRunner-approved controlling terms
Terms version: 2026-07-30-v1
Effective date: July 30, 2026
These RoadRunner Protected Delivery Terms (the Terms) apply when a customer voluntarily purchases RoadRunner Protected Delivery (Protected Delivery) from RoadRunner Scooters, LLC (RoadRunner, we, us, or our) on the same order as eligible merchandise.
1. Optional protection program
Protected Delivery is an optional delivery-protection program provided by RoadRunner. RoadRunner is the obligor that receives the protection fee, decides claims, and provides an approved replacement. It applies only to merchandise and quantities expressly identified as protected on the customer's order.
Captain or another software provider is not an insurer or obligor for RoadRunner Protected Delivery. Protected Delivery does not reduce or replace any right that cannot lawfully be limited.
2. Covered merchandise and quantity
Protection is sold per eligible product unit. Each Protected Delivery line must identify the underlying protected product variant and covered quantity.
If an order contains two units of an eligible product, two units must be shown as protected for both to be covered. There is no $99.98 order-level coverage or price ceiling. Coverage for each approved claim is limited to the purchase price actually paid for the affected protected unit after discounts, excluding taxes, duties, shipping charges, and the Protected Delivery fee.
Unprotected merchandise, gift cards, services, warranties, other protection products, and items not identified by the Protected Delivery line are not covered.
3. Carriers
RoadRunner ships:
- Scooters through FedEx. Scooter deliveries use FedEx Adult Signature Required service.
- Parts, accessories, and all other non-scooter merchandise through UPS.
If an order ships in more than one package, protection is evaluated separately for each package and tracking number. Delivery of one package does not end coverage for another package that remains in transit.
4. When coverage begins
Coverage for a protected unit begins when FedEx or UPS first records possession or acceptance of the package containing that unit from RoadRunner.
A label-created event without carrier possession does not begin coverage.
5. When coverage ends
5.1 Scooters shipped through FedEx
Coverage ends when FedEx records a valid Adult Signature Required delivery at the delivery address entered at checkout or at an authorized FedEx pickup location.
FedEx may permit any qualifying person age 21 or older at the delivery address to accept the package with government-issued photo identification. The signer does not need to be the purchaser or named recipient.
RoadRunner is not responsible for loss, theft, disappearance, or possession disputes after a valid required signature, regardless of who signs or the signer's relationship to the purchaser.
5.2 Parts and other merchandise shipped through UPS
Coverage ends when UPS first records the package as
Delivered at the delivery address entered at checkout. If
RoadRunner specifically purchased a UPS signature service for the
package, coverage ends at the first carrier-valid signed delivery.
RoadRunner is not responsible for loss, theft, or disappearance occurring after the applicable UPS delivery event.
5.3 Other ending events
Coverage also ends when:
- RoadRunner completes the approved replacement remedy for the protected incident;
- the protected order is canceled and the Protected Delivery fee is refunded before carrier acceptance; or
- the protected merchandise is returned to and accepted by RoadRunner under a separate authorized return.
6. Covered incidents
Subject to these Terms, Protected Delivery covers:
- Transit loss: FedEx or UPS confirms loss, or tracking and other available evidence reasonably establish that the protected package was lost while in carrier custody before the applicable delivery endpoint.
- Theft in transit: credible evidence establishes that the protected package was stolen while in carrier custody before the applicable delivery endpoint.
- Transit damage: physical damage caused during covered transit that materially affects the protected merchandise's safety, function, or value.
Protected Delivery does not cover theft or disappearance after the applicable FedEx signed-delivery or UPS delivery endpoint.
7. Address changes, rerouting, and delivery instructions
Protection applies only to the delivery address entered when the protected order was placed.
An address change, reroute, hold, release, alternate-delivery instruction, or other delivery modification requested after purchase may void protection unless RoadRunner confirms the change in writing and issues or confirms protection for the revised delivery instructions. A new protection fee may apply.
Customer-requested instructions cannot waive the FedEx Adult Signature Required rule for scooters.
8. Exclusions
Protected Delivery does not cover:
- ordinary carrier delay when the package remains in the carrier network and is not reasonably considered lost;
- damage limited to external packaging when the merchandise is not materially damaged;
- manufacturing defects, warranty issues, ordinary wear, installation or assembly damage, misuse, modification, collision damage, or post-delivery damage;
- an incorrect or incomplete address supplied by the customer;
- refusal of delivery, failure to complete required signature arrangements, or an unapproved rerouting or release request;
- customs, governmental seizure, prohibited shipments, unlawful conduct, or use of a prohibited delivery location;
- a claim supported by materially false information, altered evidence, fraud, or intentional conduct by the customer or a person acting with the customer;
- indirect or consequential loss, including lost use, lost income, or emotional distress, to the extent exclusion is permitted by law; or
- amounts already recovered for the same incident from a carrier, payment provider, protection program, or other person, to the extent a second recovery would duplicate the customer's recovery.
9. Reporting a claim
The purchaser must begin a claim through RoadRunner Support and provide:
- order number and purchaser email;
- affected protected product and quantity;
- FedEx or UPS tracking number;
- incident description and date discovered; and
- reasonably requested evidence relevant to the claim.
9.1 Damage claims
Transit damage must be reported within 48 hours after delivery.
The customer must retain the merchandise, carton, shipping label, and packing materials until RoadRunner completes its review. RoadRunner may request photographs or video of the carton, label, packaging, serial number, and damage before assembly or use.
9.2 Loss or theft-in-transit claims
A claim may be submitted when FedEx or UPS declares the package lost, or after 7 consecutive calendar days without a carrier scan following the expected delivery date, whichever occurs first.
RoadRunner may request a carrier case number, signed statement, or police report when reasonably related to the claimed incident.
9.3 Final filing deadline
Every claim must be submitted no later than 30 calendar days after the actual or expected delivery date unless applicable law requires a longer period.
The customer must reasonably cooperate with RoadRunner and the carrier. Missing material information may delay a decision. RoadRunner will identify missing evidence in one consolidated request when reasonably possible.
10. Review and replacement remedy
RoadRunner will review the protected order, tracking record, evidence, and available carrier findings.
If RoadRunner approves a claim, RoadRunner will replace the affected protected merchandise. RoadRunner does not issue a cash refund for a Protected Delivery claim.
The replacement will be the same item when reasonably available. If the exact item is unavailable, RoadRunner may provide a reasonably comparable replacement of equal or greater value with the customer's agreement. A cash-refund fallback is not included in these Terms.
RoadRunner may require return of damaged merchandise at RoadRunner's expense before releasing a replacement. Title to merchandise fully replaced by RoadRunner may pass to RoadRunner to the extent permitted by law.
The maximum merchandise value provided for an approved incident will not exceed the purchase price actually paid for the affected protected units after discounts. This is a per-protected-unit value limit, not Captain's $99.98 order-level price ceiling.
11. Protection fee and cancellation
The customer may cancel Protected Delivery and receive a refund of its fee before the carrier accepts the protected merchandise. After carrier acceptance, the fee is nonrefundable except where applicable law requires otherwise.
Canceling the underlying merchandise before shipment also cancels its associated protection.
12. Duplicate recovery and carrier rights
The customer must disclose any recovery received for the same incident. RoadRunner may reduce its replacement obligation to prevent duplicate recovery.
After providing an approved replacement, RoadRunner may pursue any available carrier or third-party recovery relating to that incident. RoadRunner will not require the customer to wait for carrier reimbursement before deciding a complete claim.
13. Fraud and future eligibility
RoadRunner may deny a claim based on material fraud or intentional misrepresentation and may decline future Protected Delivery purchases where documented evidence reasonably establishes fraud or abuse.
The number of prior claims alone does not automatically void an otherwise valid existing protection purchase under these Terms.
14. Terms version and precedence
The terms version recorded on the customer's Protected Delivery order line governs that purchase. Later changes will not reduce protection already purchased.
If these Terms conflict with RoadRunner's general Shipping & Delivery Policy about the scope of Protected Delivery, these Terms control for the optional protection program. RoadRunner's Terms of Service, Privacy Policy, and other non-conflicting purchase terms also apply.
If any provision is unenforceable, the remaining provisions continue to the extent permitted by law. Nothing in these Terms limits a right that cannot lawfully be limited.
15. Contact
Start a claim through RoadRunner Support:
https://support.roadrunnerscooters.com/
Include the order number and use Protected Delivery claim as the request subject.