At SneakerApex, customer satisfaction is important to us. We strive to provide a transparent, fair, and reliable shopping experience for every customer.
To help ensure order accuracy and customer confidence, all orders receive QC (Quality Control) photos before shipment. Customers have the opportunity to review and approve their items prior to dispatch, helping to reduce mistakes and ensure the product meets expectations before it is shipped.
Please review the policy below for important information regarding QC approval, returns, exchanges, and refunds.
1. QC Approval Policy
All orders receive QC (Quality Control) photos before shipment. Customers are responsible for carefully reviewing the QC photos and confirming approval before the order is dispatched.
QC photos may include:
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Product appearance
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Color and style
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Size label or size tag
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Box and accessories (if applicable)
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Visible product details
Customers should carefully verify that the product matches their expectations, including the style, color, size, and overall appearance shown in the QC photos.
Once the customer approves the QC photos and the order has been shipped, returns, exchanges, or refunds will generally not be accepted for issues that were clearly visible in the approved QC photos.
We strongly encourage customers to review all QC photos carefully before providing approval, as the QC process serves as the final opportunity to verify order details prior to shipment.
2. Return & Exchange Window
Customers must contact us within 7 days of delivery if they wish to request a return, exchange, or refund.
Requests submitted after this period may not be eligible for review.
Items must be unused, unworn, unwashed, undamaged, and returned in their original condition with all packaging, tags, and accessories included.
3. Eligible Return or Refund Situations
Returns, exchanges, or refunds may be accepted in the following situations:
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Wrong item was shipped
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Wrong size was shipped compared with the order or approved QC photos
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Significant quality issue not visible in the QC photos
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Package was lost during shipping
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Item was seriously damaged during transit
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Package was confirmed to be seized by customs during international shipping
Depending on the situation, SneakerApex may offer:
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Replacement item
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Exchange
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Reshipment
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Partial refund
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Full refund
The final solution will be determined after reviewing the order details and supporting evidence.
4. Non-Returnable Situations
Returns, exchanges, or refunds will generally not be accepted in the following situations:
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Customer ordered the wrong size
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Customer selected the wrong product, color, or variant
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Customer changed their mind after shipment
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Customer no longer wants the item
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Minor color differences caused by lighting, photography, or screen display settings
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Minor manufacturing variations that do not affect functionality or wearability
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Issues clearly visible in the approved QC photos
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Items that have been worn, used, washed, damaged, or altered after delivery
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Normal wear and tear from regular use
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Shipping delays caused by customs inspections, weather conditions, carrier delays, peak seasons, or other circumstances beyond our control
5. Customs Protection
International shipments may occasionally encounter customs-related delays or inspections.
If a package is confirmed to have been seized by customs during transit, SneakerApex will work with the customer to arrange an appropriate solution, which may include a replacement shipment or refund depending on the specific circumstances.
6. Shipping Damage or Lost Packages
If your package arrives damaged or appears to be lost during transit, please contact our support team as soon as possible.
Customers may be asked to provide:
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Photos or videos of the package and product
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Tracking information
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Carrier documentation (if available)
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A description of the issue
This information helps us investigate the situation and provide a suitable resolution.
7. Refund Processing Time
Once a refund has been approved, it is typically processed within 3–7 business days.
Depending on your bank, card issuer, PayPal, or payment provider, additional processing time may be required before the funds appear in your account.
8. How to Request Support
To request a return, exchange, refund, or after-sales assistance, please contact our customer support team and provide:
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Order number
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Email address used for the order
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Clear photos or videos showing the issue
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A brief description of the problem
You can contact us through the following channels:
Email: support@sneakerapex.com
WhatsApp: +852 5968 2541
Our team will review your request and respond with an appropriate solution based on your order status, supporting evidence, and the terms outlined in this policy. We aim to respond to all inquiries as quickly as possible.
9. The SneakerApex Promise
Every order includes:
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QC photos before shipping
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Worldwide shipping
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Tracking information provided
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Secure payment options
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Customs protection support
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Dedicated customer support
SneakerApex is committed to making your shopping experience safer, clearer, and more reliable from order placement to delivery.