Once the carrier is in possession of your order, it is your responsibility to make sure you receive it. If the carrier reports your order has been delivered but you haven’t received it, please contact the carrier directly for more information and check with your neighbors. If your order was mis-delivered or lost by the carrier, please notify us immediately for further instructions. If you believe your order was stolen after being delivered to your property, then a serious crime may have occurred and you should collect evidence and contact the police (we can provide you with the scooter’s serial number). All-Access subscribers with theft insurance and a valid police report are eligible for a replacement with the standard deductible.