Shipping policy

This Shipping Policy explains APACE Moto Gear Inc.’s order-processing, shipping, tracking, customs and delivery procedures.

Delivery estimates are provided in good faith but are not guaranteed unless APACE expressly confirms a guaranteed delivery date in writing.

Nothing in this policy limits mandatory consumer rights.

1. Order processing

Standard orders are normally processed within 1–5 business days after payment is successfully authorized.

Business days exclude:

• Saturdays
• Sundays
• US public holidays
• Carrier holidays
• Days on which our fulfilment facility is closed

Processing time is separate from transit time.

Customized, personalized, made-to-order, team or bulk products may require additional production time. Where additional time is expected, it may be:

• Displayed on the product page
• Included in a quotation or order confirmation
• Communicated by email after the order is reviewed

Orders containing both standard and customized products may be held until all items are ready or may be shipped separately.

2. Shipping estimates

After dispatch, estimated standard transit times are:

• United States: approximately 5–14 business days
• Europe: approximately 5–14 business days
• Rest of world: approximately 7–21 business days

These estimates begin when the parcel is handed to the carrier, not when the order is placed.

Actual delivery time may vary according to:

• Destination
• Carrier service
• Customs clearance
• Local postal handling
• Weather
• Holidays
• Security inspections
• Events outside our reasonable control

A shipping estimate is not a guaranteed arrival date.

3. Shipping methods and charges

Available shipping methods and charges are displayed at checkout where supported.

Shipping charges may depend on:

• Destination
• Parcel weight
• Parcel dimensions
• Selected service
• Order value
• Carrier availability

Expedited shipping may be offered for an additional charge.

Selecting expedited shipping reduces the carrier transit period only. It does not necessarily reduce production, customization or order-processing time unless expressly stated.

4. Shipping confirmation and tracking

Where tracking is available, a shipping-confirmation email will be sent after the order is dispatched.

Tracking may take up to several business days to begin showing movement, particularly when:

• A label is created before carrier collection
• The carrier misses an initial scan
• The parcel is transferred to a local delivery partner
• Customs processing has begun

Customers should monitor the tracking information and respond promptly to carrier requests.

5. Shipping facilities and carriers

Orders may be fulfilled from APACE facilities or approved fulfilment partners.

Depending on the destination and service selected, carriers may include international couriers, national postal operators or local delivery partners.

A parcel may be transferred from the original carrier to a local carrier for final delivery.

6. Multiple and split shipments

An order may be divided into more than one parcel because of:

• Product availability
• Different fulfilment locations
• Parcel weight or size limits
• Customized and standard products requiring different processing
• Carrier requirements

Separate parcels may arrive on different dates.

Customers will not be charged an additional shipping fee solely because APACE decides to split an order after checkout.

7. Shipping-address responsibility

Customers must provide a complete and accurate address, including where applicable:

• Full recipient name
• Street and building number
• Apartment, suite or unit number
• City
• State, province or region
• Postal code
• Country
• Telephone number required by the carrier

APACE is not responsible for delivery problems caused by incomplete or inaccurate information supplied by the customer.

Customers should review the address carefully before completing checkout.

8. Address changes

Contact info@apacegear.com immediately to request an address correction.

An address change is not guaranteed after:

• Fulfilment begins
• A shipping label is created
• The parcel is handed to the carrier

Once dispatched, the customer may need to contact the carrier directly.

Any carrier charge, return fee or reshipping cost caused by an incorrect customer-provided address may be charged to the customer where permitted by law.

9. Failure to meet the expected shipping date

APACE intends to ship orders within the timeframe communicated at purchase.

If we become unable to ship within the stated or otherwise legally applicable period, we may contact the customer to:

• Provide a revised shipment estimate
• Request consent to the delay
• Offer cancellation of the affected item
• Issue a refund where required

Where applicable US law requires consent to a delay or a prompt refund, APACE will follow those requirements.

10. Carrier and customs delays

After dispatch, delays may occur because of:

• Severe weather
• Carrier congestion
• Customs inspection
• Security screening
• Strikes
• Government action
• Local delivery disruption
• Natural disasters
• Incorrect customer information
• Events outside APACE’s reasonable control

We will provide reasonable assistance with carrier investigations, but we cannot control independent carrier or customs processing.

Mandatory rights concerning delayed or undelivered products remain unaffected.

11. International duties, VAT and customs charges

International orders may be subject to:

• Import VAT
• Customs duties
• Brokerage charges
• Clearance fees
• Local taxes
• Carrier handling charges

Unless checkout expressly states that these charges are included, they are not collected by APACE and are the customer’s responsibility.

Charges are determined by the destination country and are not controlled by APACE.

Customers should consult their local customs authority before ordering where they are uncertain about applicable charges.

12. Customs documentation

APACE may provide commercial invoices, product descriptions, values and classification information required for lawful export and import processing.

We will not:

• Falsely declare a parcel as a gift
• Intentionally undervalue merchandise
• Provide inaccurate customs information
• Alter documentation to avoid lawful duties or taxes

The customer may be required to provide identification, tax information or other documentation requested by customs or the carrier.

13. Unpaid customs charges

Failure to pay required import charges may cause a parcel to be:

• Delayed
• Held by customs
• Returned to APACE
• Abandoned
• Destroyed under local customs procedures

Where a parcel is returned to APACE because the customer refused or failed to pay properly disclosed import charges, any eligible refund will be considered after the parcel is received and inspected.

Where permitted by law, APACE may deduct actual:

• Outbound shipping costs
• Return shipping costs
• Customs charges
• Brokerage costs
• Carrier penalties
• Other direct costs caused by the refusal

Personalized or customized products remain subject to the personalized-product provisions of the Return and Refund Policy.

If customs or the carrier destroys or abandons the parcel because of the customer’s refusal or failure to cooperate, a refund may be refused where permitted by law.

Mandatory consumer rights remain unaffected.

14. Refused and unclaimed deliveries

Customers are responsible for accepting delivery and responding to carrier notices.

If an order is returned because it was:

• Refused
• Unclaimed
• Not collected
• Undeliverable because of customer inaction
• Sent to an incorrect address supplied by the customer

APACE may deduct the actual outbound, return and carrier costs from any eligible refund where permitted by law.

A returned parcel will not automatically be reshipped.

The customer may be required to pay the new shipping cost before reshipment.

15. Tracking shows delivered

When tracking shows that a parcel was delivered, the customer should first:

• Confirm the shipping address
• Check entrances, reception areas and safe locations
• Ask household members, neighbors or building management
• Contact the local carrier office
• Allow a short period for an early delivery scan to update

If the parcel remains missing, contact info@apacegear.com with the order number and tracking information.

APACE may reasonably request:

• Written confirmation from the recipient
• Identity or address verification
• A carrier claim
• A theft report or police report where theft or fraud is reasonably suspected

Once delivery to the supplied address is confirmed, APACE is not ordinarily responsible for theft, loss or damage occurring after delivery, subject to mandatory law.

16. Lost or stalled shipments

Contact us if tracking has not updated for an unreasonable period or if the parcel has not arrived after the estimated delivery window.

We may open an investigation with the carrier.

The carrier may require time to:

• Search its network
• Contact the local delivery office
• Confirm customs status
• Obtain proof of delivery
• Determine whether the parcel is lost

A replacement or refund may be issued after the investigation confirms loss, or earlier where required by applicable law.

Customers should report missing shipments promptly because carriers impose claim-filing deadlines. A delay in reporting may limit the carrier’s ability to investigate, although mandatory consumer rights are not waived.

17. Damaged parcels

Inspect the parcel and products promptly after delivery.

Report visible transit damage as soon as reasonably possible, preferably within seven days, to help preserve evidence and carrier-claim eligibility.

Send the following to info@apacegear.com:

• Order number
• Description of the damage
• Photographs of the external parcel
• Photographs of the shipping label
• Photographs of the internal packaging
• Photographs or video of the damaged product

Retain the product and all original packaging until the claim is resolved.

APACE may require inspection by the carrier or return of the damaged product.

The seven-day reporting request does not remove any mandatory legal guarantee or consumer right.

18. Incorrect or incomplete orders

Contact info@apacegear.com promptly if:

• The wrong item was delivered
• A product is missing
• The wrong size was supplied
• A set is incomplete

Include the order number and clear photographs of:

• The received items
• Product labels
• The packing slip
• The parcel and shipping label

We will investigate and provide an appropriate remedy according to the circumstances and applicable law.

19. Shipping insurance

Where optional shipping protection or insurance is offered, its coverage may be subject to separate terms from the insurance or protection provider.

Purchasing insurance does not reduce mandatory rights that apply to the order.

Failure to purchase optional insurance does not automatically remove APACE’s legal responsibilities for delivery.

20. Fraudulent delivery claims

APACE reserves the right to investigate suspected fraudulent or abusive shipping claims.

This may include claims involving:

• Repeated missing-delivery reports
• Address inconsistencies
• Altered tracking information
• False damage evidence
• Claims filed after confirmed receipt
• Multiple claims connected to the same person or address
• A chargeback filed while the customer retains the delivered product

We may provide relevant order, payment, tracking and communication records to the carrier, payment provider, marketplace or lawful authority.

This section does not restrict legitimate claims or mandatory consumer rights.

21. Order cancellations

Cancellation requests must be submitted as soon as possible to info@apacegear.com.

Cancellation cannot be guaranteed after:

• Fulfilment has begun
• A shipping label has been created
• The parcel has been dispatched
• Customization has begun
• Made-to-order production has begun

Complete cancellation and return rules are contained in the Return and Refund Policy.

22. Returns

Do not send a product to the address shown on the shipping parcel unless APACE has specifically authorized that return address.

The shipping origin may not be the correct return-processing facility.

All returns must follow the instructions in the APACE Return and Refund Policy.

Unauthorized returns may be delayed, refused or returned to the sender.

23. Force majeure

APACE is not responsible for a delay caused by circumstances beyond its reasonable control, including:

• Natural disasters
• War
• Civil disturbance
• Government restrictions
• Customs disruption
• Carrier shutdown
• Widespread system failure
• Fire
• Flood
• Epidemic
• Strike
• Material supply interruption

Where fulfilment becomes impossible, APACE will provide any cancellation, refund or other remedy required by applicable law.

24. Policy changes

We may update this Shipping Policy to reflect operational, carrier or legal changes.

Changes will not retroactively remove rights associated with an already accepted order.

The latest version will be published on this page.

25. Contact

For shipping assistance, contact:

APACE Moto Gear Inc.
Email: info@apacegear.com

Include your order number and tracking number, where available.