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FAQs

 

Shipping & Delivery

What should I do if my order arrived damaged or items are missing from the order?

Please keep the outer packaging of the parcel and take photos of the parcel and the items you received. Then please notify us as soon as possible at support@shopapexel.com. We will resolve it for you.

How long will it take to receive my order? Can you expedite the shipping?

Orders are usually dispatched within 2 business days, but the speed at which your order is shipped depends on the time frame you select when placing your order. We will do our best to get your order to you as quickly as possible, but we are unable to expedite delivery.

How can I track my order?

After an order is shipped, a shipment notification email will be sent to you which includes the tracking details of the order. The tracking number will be enclosed in the “Your order is on the way” email.You can also view it on the Track My Order page.

What should I do if the package status says "delivered" but I did not receive it?

Please contact the shipping company to report the issue and open a case within 7 days. Then please forward your case number and/or any response from the carrier to support@shopapexel.com as soon as possible after the package is shown as "delivered" and we will do our best to help.

Where are products shipped from and through which carrier?

Packages will be shipped from your local warehouse as much as possible, depending on inventory. The carrier is usually yunExpress, DHL or FedEx. We will choose the most suitable carrier to ship your order based on the ordered products and your location.

Placing Orders

Where can you ship to?

We ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Why am I unable to complete a payment?

Payment failure could be caused by the settings of your credit card or payment account, such as your payment limit and available credit. If you are paying by credit card, please contact your issuing bank to see if they have deemed the transaction suspicious and blocked it from going through. If you can still cannot complete your payment, please provide the order number and a screenshot of the error information to support@shopapexel.com and we will do our best to help.

How do I use a coupon code when placing an order?

On a desktop computer, you can add the code on the checkout page. On a mobile device, you can add the code on the order review page.

Viewing & Changing Orders

How do I return or exchange my order?

If for any reason you are unsatisfied, Apexel gladly accepts returns on most gear that is in its original undamaged packaging and products must be in new, mint condition within 30-days for a refund.

For returns and refunds, please contact us directly via email support@shopapexel.com, or contact us online. For detailed information, please see our Return Policy.

How can I cancel an order?

If the items in your order have not yet shipped, we can help cancel an item or the entire order for you. We recommend you contact us via support@shopapexel.com first. Please submit the refund request on the My Orders page.

Can I modify my order (items, shipping information etc.)?

If you haven't received a shipping email, we can try to change the address for you within the same country/region. Contact support@shopapexel.com as soon as possible for assistance.

If the order is in transit, contact the shipping company to change your

Can I change my payment method?

The payment method for an order cannot be changed once the order has been paid successfully.

How can I check my order status?

When your order is shipped, we will send an email with tracking information. If you have an shopapexel.com account, you can also check the order status inside your account. If you checked out as a guest, find the "Payment Successful" email from us and click on "My Order".