Frequently Asked Questions

Below are some commonly asked questions. If you have any other questions, please email us through the contact form.

ORDERS

HOW DO I PLACE AN ORDER FOR MERCHANDISE ON THIS WEBSITE?

For any order made on our site at ShopApexLegends.com, put items in your cart by clicking the "Add to Cart" button. Once in your basket, you can place an order by following the various steps of the ordering process (basket, address, delivery, payment). By validating your order you validate and accept the General Conditions of Sale of our site.

HOW DO I FOLLOW MY ORDER PROGRESS?

In the space of your account, click on the heading "Your orders". You can access the list of your orders and their status. The tracking link will be sent by email as soon as the order is shipped.

CANCELLATION POLICY

Customers can cancel their order and receive a full refund up to 24 hours after purchase. For pre-orders this time is extended and a customer can cancel an order and receive a refund 24 hours after the pre-order product availability date.

PAYMENTS

IS MY PAYMENT SECURE?

Thanks to our partners Stripe (3D secure), Paypal, and Amazon Pay, all purchases are secure.

WHAT ARE THE MEANS OF PAYMENT?

You can pay for your order by:

  • Bank Card (VISA, Master Card, American Express and Discover) via Stripe.
  • Paypal (by credit card or Paypal account)
  • Google Pay
  • Apple Pay

SHIPPING & DELIVERY

WHAT IS A BUSINESS DAY?

Business days are Monday through Friday except for postal holidays (federal holidays in which the US Postal Service is closed). The postal holiday calendar can be found at the USPS website. Saturday and Sunday are not considered business days.

WHAT ARE THE DELIVERY TIMES?

Delivery times are between 6:00AM EST and 10:00PM EST on weekdays.

WHAT ARE THE DELIVERY METHODS?

You can choose from a variety of convenient shipping methods through FedEx and the United States Postal Service.

WHAT HAPPENS IF I AM ABSENT ON THE DAY MY DELIVERY IS SCHEDULED?

In case of absence, the postal worker puts the parcel or notice on your door or your mailbox so that you can re-schedule the delivery date or pick it up at your post office.

WHAT HAPPENS IF MY PURCHASE WAS RETURNED TO SENDER?

Domestic USA: If a shipment is returned to us we will reach out to confirm the address. If we cannot establish communication after repeated attempts within five (5) business days, we refund the purchased items minus the original shipping cost and the return to sender shipping cost.

International: due to the high cost of international shipping we have an agreement with our carriers to not return items to us if all attempts have been made to deliver a package to our international customers.

ESTIMATED DELIVERY TIMEFRAME

All shipping estimates are for Domestic U.S. 

Free Shipping:
6 – 10 Business Days
FedEx SmartPost:
5 – 9 Business Days
USPS First Class Package Service - Retail:
3 – 9 Business Days


WHAT IF I AM SHIPPING OUTSIDE OF THE UNITED STATES?

Due to the extended distance, there will be an additional 2 – 3 Business Days for delivery. 

HOW CAN I TRACK MY SHIPMENT?

Soon after shipment, if you had provided your email address, you will receive a shipment confirmation email that includes a link to track your shipment.

WHAT ABOUT PRE-ORDERED ITEMS?

All orders that include a pre-ordered product will ship together. For example, if you order both a tumbler and a pre-ordered item, all items will be held and shipped together until the pre-ordered item becomes available.

If you would like to receive items that are available immediately without having to wait for the card game release date, order those items separately from the pre-ordered product, in a separate order.

FREE SHIPPING RESTRICTIONS

The Apex Legends Store may provide free shipping on orders totaling over $75 when advertised. Please note, some products do not qualify for free shipping.

EXCHANGE AND RETURN

HOW DO I RETURN OR EXCHANGE MY PURCHASE?

Web purchases: We will gladly exchange, credit or refund the purchase directly from ShopApexLegends.com if returned within 30 days of the shipping date, unless otherwise stated herein. Merchandise must be returned NEW, in its original condition at the time of purchase, in the original unopened packaging with original tags and tickets attached. No returns or exchanges will be accepted if the merchandise has been used or worn.

Return labels: If you are a domestic customer in the United States and would prefer for us to email you a return label we only charge you $6.95 for return postage. We do not provide return labels for international returns.

Event purchases: All event sales are final. Items sold at a pop up store event cannot be refunded or exchanged via ShopApexLegends.com.

CONTACT US

I CANNOT FIND AN ANSWER TO MY QUESTION, HOW CAN I CONTACT CUSTOMER SERVICE?

You can contact us by using this contact form.

WHAT ARE YOUR CUSTOMER SERVICE HOURS?

The Apex Legends Store operates Monday through Friday from 9am to 5pm Eastern Standard Time (EST). We do our best to respond to all emails within one business day. If your communication reaches us during the weekend or on a holiday, please give us until the next business day to respond.

Customer service will be limited as we observe the following (U.S.) holidays.

  • New Years Day
  • Good Friday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day (and Friday)
  • Week of Christmas
$1 Days
$2 Hours
$3 Minutes
$4 Seconds