FAQ

1. Orders

Q: How soon will I receive an order confirmation? A: You will receive an order confirmation email within minutes of placing your order. If you do not receive it, please check your spam/junk folder or contact us at info@apollofashionsurbanwear.com.

Q: Can I modify my order after placing it? A: Yes. You may request modifications (including payment method, shipping address, or items) within 2 hours of placing your order. Contact us at info@apollofashionsurbanwear.com with your order number. After 2 hours, your order may have entered the fulfillment process and modifications may not be possible.

Q: Can I cancel my order? A: Yes. Orders may be cancelled within 2 hours of placement, provided they have not yet shipped. Please contact us immediately. If your order has already shipped, you will need to follow our Refund & Return Policy.

2. Shipping & Delivery

Q: Where do you ship to? A: We currently ship to all U.S. states (including Hawaii and Alaska) and Canada. We do not ship to U.S. territories, APO/FPO/DPO military addresses, or other international locations.

Q: How much is shipping? A: Shipping is free on all orders. We do not charge any shipping fees, handling fees, or processing fees.

Q: How long does shipping take? A: Standard shipping takes 3–7 business days (excluding weekends and holidays). Orders are processed within 24–48 hours of payment confirmation.

Q: How do I track my order? A: Once your order has shipped, you will receive an email with your tracking number. You can track your package via USPS (www.usps.com) or UPS (www.ups.com).

Q: My package shows as delivered, but I haven't received it. What should I do? A: Please first check your porch, mailbox, or ask a neighbor. If you still cannot locate it, contact us within 48 hours of the delivery confirmation and we will assist you.

Q: Can I change my shipping address? A: If you need to change your shipping address after placing an order, please contact us at info@apollofashionsurbanwear.com within 2 hours of placing the order (before it enters the fulfillment process). Once an order has entered the fulfillment process, address changes cannot be completed.

3. Payments

Q: What payment methods do you accept? A: We accept:

  • Credit & Debit Cards: Visa, MasterCard, American Express, Discover
  • Apple Pay
  • Google Pay
  • PayPal

Q: Is my payment information secure? A: Absolutely. We use 256-bit SSL/TLS encryption to ensure your payment data is securely encrypted during transmission. Our payment system is PCI DSS Level 1 compliant — the highest level of PCI DSS certification. We do not store or access your full credit card details; all sensitive payment data is securely handled by PCI DSS compliant third-party payment processors.

Q: What name will appear on my billing statement? A: Your credit card statement or PayPal record will show the charge as "APOLLO FASHIONS URBANWEAR".

Q: Why was my payment declined? A: Common reasons for payment decline include:

  • Incorrect card number, expiry date, or CVV
  • Billing address does not match bank records
  • Insufficient funds or credit limit
  • The issuing bank blocked the transaction for security reasons

We recommend: Double-check your input → Confirm your balance → Contact your card issuer → Try a different payment method.

Q: What is a "pending" charge on my account? A: This is a temporary authorization hold placed by your bank. It typically disappears automatically within 3–10 business days. If it persists beyond 10 business days, please contact your bank.

Q: What currency are your prices in? A: Our website displays prices in United States Dollars (USD). The final charge currency depends on your payment method. Currency conversion is handled by your bank or payment processor and may result in minor differences due to exchange rates.

4. Returns & Refunds

Q: What is your return policy? A: We offer a 30-day hassle-free return guarantee. Within 30 days of receiving your item, you may request a return. The item must be unused, undamaged, and in its original packaging.

Q: Do I have to pay for return shipping? A: No. Return shipping is always 100% free, regardless of the reason. We will provide a prepaid return shipping label at no cost.

Q: How do I start a return? A: Contact us at info@apollofashionsurbanwear.com or call +1 (281) 561-6649 with your order number and reason for return. Our team will review your request and provide a return label and instructions. ⚠️ Please do not send items back without first obtaining a return authorization.

Q: What items cannot be returned? A: The following items are non-returnable:

  • Undergarments and base-layer items (if seal is broken or item has been worn)
  • Custom-made or personalized items
  • Items that have been worn, washed, altered, or damaged
  • Items with tags removed
  • Items returned after the 30-day window
  • Items marked as "Final Sale"
  • Footwear with visible signs of use

Q: I received a damaged, defective, or incorrect item. What should I do? A: Contact us within 48 hours of delivery at info@apollofashionsurbanwear.com with your order number, photos of the issue, and a brief description. We will arrange a free return and send a replacement or full refund at no cost to you.

Q: How long does it take to receive my refund? A: After we receive and inspect your returned item, you will be notified of refund approval within 2–3 business days. Your refund will be processed within 10 business days to your original payment method. Please allow an additional 5–10 business days for it to appear on your statement.

Q: How do I exchange an item? A: Contact us at info@apollofashionsurbanwear.com within 30 days of delivery to request an exchange. Our team will confirm availability and guide you through the process. Please note that custom-made items cannot be exchanged.

Q: Can I return only some items from my order? A: Yes. If you return some items from an order containing multiple items, the refund amount will be limited to the value of the returned items only.

5. Products

Q: Will the product colors match what I see on the website? A: We strive to ensure accuracy. However, due to differences in display settings, photography lighting, and production batches, the actual color, texture, or appearance may differ slightly from what is shown on the website.

Q: Do you have a size guide? A: We recommend referring to the size chart provided on each product page. If you have any questions about sizing, please contact us at info@apollofashionsurbanwear.com before placing your order.

Q: What if an item is out of stock? A: If an item you're interested in is temporarily out of stock, please contact us at info@apollofashionsurbanwear.com. We can provide an estimated restock date or suggest alternative products.

6. Accounts & Privacy

Q: Do I need to create an account to place an order? A: Not necessarily. You can check out as a guest or create an account for a more convenient experience (e.g., saving addresses, viewing order history).

Q: How do you protect my personal information? A: We use 256-bit SSL/TLS encryption to ensure your data is securely encrypted during transmission. We do not store your full credit card details. We are CCPA compliant, and you have the right to access, correct, and delete your personal information. For details, please refer to our Privacy Policy.

Q: Do you sell my personal information? A: No. We never sell your personal information.

Q: How do I delete my account or data? A: Contact us at info@apollofashionsurbanwear.com to request deletion of your account and associated data. We will process your request within a reasonable timeframe.

7. Customer Support

Q: How can I reach your customer service team? A: You can contact us via:

Q: What is the response time for customer inquiries? A: We aim to respond to emails within 24 hours. For phone inquiries, please call during business hours.

Q: What are your business hours? A: Monday–Saturday: 10:00 AM – 8:00 PM | Sunday: 12:00 PM – 5:00 PM (CST)