1. General & Business Information
Where is apexheatmat located and which regions do you serve?
apexheatmat is based in Germany. Our operational focus and delivery services are strictly tailored to serving customers located within European countries and the United States.
How can I contact customer support?
For all order inquiries, shipping status, product assistance, or policy queries, please reach out directly to our support team via email:
-
Official Support Email: gloves@apexheatmat.com
Our administrative team operates Monday through Friday (09:00 – 17:00 CET) and endeavors to respond to all written communications within 24 hours on business days.
2. Orders, Modifying & Payment Methods
What payment methods do you accept?
To ensure a secure checkout experience, all payments are processed through encrypted payment infrastructure provided by Stripe. We accept major debit/credit cards and express checkout solutions:
-
Cards Accepted: Visa, Mastercard, American Express, and major debit cards.
-
Express Checkout: Apple Pay, Google Pay (where supported by browser/device).
Will I receive an order confirmation?
Yes. Upon placing an order, an automated confirmation email containing your order details and reference number will be sent immediately to the email address provided at checkout.
Can I modify or cancel my order after placing it?
If you need to change your shipping address or cancel an order, please email gloves@apexheatmat.com as soon as possible. If your order has not yet been processed or dispatched, we will accommodate your request immediately.
3. Shipping & Delivery
Which logistics carriers do you partner with?
We partner with established international transit and logistics providers, utilizing tracked priority channels (such as DHL, FedEx, UPS, or regional direct postal networks) to ensure reliable delivery across Europe and the United States.
What is the estimated delivery timeframe?
Standard transit and fulfillment typically take between 5 and 12 business days following order dispatch, depending on local customs clearance and local destination infrastructure.
How do I track my order?
We provide automated logistics tracking. Status updates are sent directly to your registered email address at key operational milestones:
-
When your order is dispatched from our facilities (includes tracking link).
-
When the package arrives at primary sorting and transit hubs.
-
When the parcel enters final local distribution for delivery.
What happens if my parcel is delayed beyond the standard transit window?
If your shipment exceeds 12 business days without active carrier tracking updates, please contact us at gloves@apexheatmat.com. We will immediately initiate a trace inquiry with the carrier. If verified as delayed or lost, we will provide a full refund or dispatch a free replacement shipment.
4. Returns, Refunds & Damaged Items
What is your return policy?
In compliance with consumer rights standards across Europe and the United States, we offer a 14-day Right of Withdrawal. You may return unused products in their original condition within fourteen (14) calendar days of receiving physical delivery.
-
To initiate a return, contact our team at gloves@apexheatmat.com.
What if my item arrives damaged, defective, or incorrect?
If your thermal gloves or table mats arrive in a damaged or defective condition, we provide a swift resolution without mandatory physical returns:
-
Contact us at gloves@apexheatmat.com with your order number and photo/video evidence illustrating the issue.
-
Upon verification, we will process either a full order refund or dispatch a free replacement.
-
Physical return of verified damaged items is not required.
How long does it take to receive a refund?
Once a refund is approved or a returned item is received, funds are returned directly to your original payment method via Stripe within 5 to 7 business days (processing times may vary depending on your bank issuer).