FAQ

Frequently Asked Questions – Apex Recovery

Below you’ll find answers to the most common questions about ordering from Apex Recovery, our delivery process and returns.

1. Placing an Order

Q: Will I get confirmation of my order?
Yes. As soon as you place an order on https://apex-recovery.co.uk and your payment is authorised, you’ll receive an order confirmation email. This confirms that we’ve received your order in our system and are preparing it for processing.

Q: I placed my order but didn’t receive a confirmation email – what should I do?
First, please:

  • Check your spam/junk folder.

  • Check that you entered the correct email address at checkout.

If you still can’t find it, email us at info@apex-recovery.co.uk with your full name and the time you placed the order, and we’ll resend your confirmation.

Q: Why do you ask for my email address?
We use your email to:

  • Send order and shipping confirmations.

  • Provide tracking details where possible.

  • Contact you quickly if there’s an issue with your order.

We do not sell your details. For full information on how we handle your data, please see our Privacy Policy.

Q: Is it safe to buy online from Apex Recovery?
Yes. Our store is hosted on Shopify, which provides secure, PCI‑compliant infrastructure for processing payments. We use SSL encryption to help protect your personal and payment information when you enter it on our site.

Q: What is your order processing time and cut‑off?
Because we are still in the supplier‑onboarding phase, the following are general estimates:

  • Orders are typically processed within 24–48 business hours (Monday to Friday).

  • Orders placed before 3:00pm (UK time) on a business day are normally processed sooner.

  • Orders placed after 3:00pm or on weekends are usually processed on the next business day.

Once supplier terms are fully confirmed, we will update this information if needed.

2. Delivery

Q: Where do you deliver?
We currently deliver to UK mainland.

There may be additional charges for:

  • Channel Islands

  • Isle of Wight

  • Isle of Man

  • Scilly Isles

  • Scottish Highlands

  • Scottish Islands

  • Northern Ireland

If you are in one of these areas, please email info@apex-recovery.co.uk before ordering so we can confirm availability and any extra charges.

Q: Do you deliver outside of the United Kingdom?
No, at this time we only deliver within the UK.

Q: How much is delivery?
Delivery to UK mainland is free on all orders.

For certain offshore and Highland regions listed above, additional charges may apply. We’ll always confirm any extra cost with you before proceeding.

Q: How long does delivery take?
For in‑stock items, our current estimated delivery window is:

  • 3–7 business days from the time your order is dispatched.

These are standard ecommerce estimates and may be refined once our supplier terms are fully finalised. For now, they give a realistic window for demo‑store and early supplier discussions.

Q: How long does it take for my order to be dispatched?
We usually process orders within 24–48 business hours (Monday to Friday). Once processing is complete and the order has been dispatched, you’ll receive a dispatch email and, where available, tracking details.

Q: Can you deliver to a PO Box?
No. We currently cannot deliver to PO Box addresses. Please provide a valid physical address within the UK.

Q: How do I track my order?
Once your order has been dispatched, you’ll receive an email with tracking information (where the carrier provides it). This may include:

  • The name of the courier

  • A tracking number or tracking link

If you have any trouble with tracking, email us at info@apex-recovery.co.uk and we’ll be happy to check the status.

Q: My tracking hasn’t updated in a few days – is that normal?
It’s common for there to be short gaps between scans in the carrier’s system, especially when parcels are moving between depots. However, if more than 6 calendar days pass without any update, please contact us and we’ll investigate with the courier.

3. Issues with Orders, Returns and Refunds

Q: What if my order arrives damaged?
If your massage gun or any other item arrives damaged:

  1. Take clear photos of the packaging and the product.

  2. Email us at info@apex-recovery.co.uk within 30 days of delivery.

  3. Include your order number and a short description of the issue.

We’ll assess the situation and work with you to arrange a suitable resolution (such as a replacement or refund).

Q: I’m not satisfied with my order – can I return it?
Yes. You have 14 days from the date you receive your order to request a return, as long as:

  • The product is unused.

  • It’s in its original packaging.

  • It meets the conditions in our Returns & Refunds Policy.

To start a return, email us at info@apex-recovery.co.uk and we’ll guide you through the next steps.

Q: Do I have to pay for return shipping?
If the item is faulty or damaged on arrival and needs to be collected, return may be free.

For returns where the item is not faulty (for example, a change of mind), you will usually be responsible for the cost and risk of sending the product back. Full details are set out in our Returns & Refunds Policy.

Q: How long does it take to get my refund?
Once we receive and inspect your returned item, we aim to process refunds within 14 days, issuing them to the original payment method.

Your bank or payment provider may then take an additional 3–5 business days (and sometimes up to 2 weeks) to show the funds in your account.

For payment methods such as Klarna, PayPal or Clearpay, please allow for their own processing times after we have issued the refund.

4. Contacting Apex Recovery

Q: How can I contact you?
For any questions about products, orders, delivery, returns or anything else, you can email us at:

Opening hours:

  • Monday – Friday: 9:00 – 17:00

  • Saturday – Sunday: Closed

We aim to respond within a maximum of 48 hours on business days.