Support Processes & Protocols
Order cancellation
- Must be canceled before order is shipped.
- Full refund process and cancellation.
- Please note: a request to cancel does not guarantee cancellation, depending on where the order is in the line for fulfillment.
Discount not applied / partial refund situation
- Discounts cannot be applied retroactively.
Gift note addition
- Must be received before order is shipped.
- AccelPay will communicate gift note addition to retailers.
Address change
- Must be received before order is shipped.
- AccelPay will communicate change to the retailer as well as change the address in the portal and Shopify, if applicable.
Delayed orders
1. AccelPay will reach out to customers if an order is delayed due to inventory within our network over 10 business days.
Mispacked orders
- If an order arrives with the wrong products, AccelPay will request a photo of the order received.
- AccelPay will communicate the mispick with the retailer and request them to send out the correction within 2 business days.
Damaged orders
- AccelPay will request a photo of the product, as well as the box and packing material.
- AccelPay will bill the brand for damaged item coverage. This will be added to monthly billing.
- AccelPay will communicate damage to the retailer and request a replacement sent out within 2 business days. Brand has the option to cover expedited shipping for customers.
Missing in transit
- AccelPay will contact the shipping courier to make all attempts to find the package.
- If a package cannot be found, AccelPay will bill the Brand for the order to be reshipped by the retailer. This will be added to monthly billing.
Returned to sender - unexplained
- AccelPay will reach out to retailer and the shipping courier for any insight on why the order was returned.
- If the order is “missing” or damaged, we’ll follow that protocol.
- If there is still no “reason” for the return, AccelPay will contact the brand for coverage of reshipping.
Returned to sender - 3 times undeliverable
- AccelPay will make every attempt to avoid a return to the retailer. We send “out for delivery” emails, a “delivery attempt” email, and a personalized second attempt email from the Support Team.
- If a package is returned to the retailer, Accelpay will reach out to the customer with two options:
a. Pay a re-shipment fee of $40
b. Refund minus shipping costs + $25. - If the customer wants it to be reshipped, the retailer will reship within 2 business days of the package returning to the retailer.
Batch / Limited Edition Label Request
1. Unless explicitly stated on the website when ordering, we cannot guarantee due to limitations in our distribution channels.
Pre-Orders
- Product availability may vary depending on the location of our retail partners. Orders should be fulfilled within 30 days, as a standard practice, however, exceptions may apply.
Expedited Shipping
- In cases where expedited shipping is requested by the brand, the brand will be billed for the extra cost.
2. If the expedited shipping is requested by the customer, they will receive an invoice to cover the additional expense, unless the brand has agreed to cover it.
Accounting Rectifications
1. Damaged or Lost in Transit Quality Issues
Coverage: The brand is responsible for covering costs associated with damages incurred in transit, product quality issues, and lost items.
2. Quality Issues
Coverage: The brand is responsible for covering costs associated product quality issues.
3. Reshipment & Expedited Shipping
Coverage: Customers are billed for reshipment fees and any requests for expedited shipping, unless a brand wants to cover this for their customers.