Common Questions For Ecommerce Customers

How do I track my order? 

You will receive an email with your tracking number once it has been fulfilled. If you have not received the email yet, please check your promotions, junk, and spam folders before reaching out as the email sometimes ends up there. 

Contact email: support@accelpay.io.

Shipment and Fulfillment Estimated Times

The fulfillment time in the warehouse from the order being created in the system to leave the warehouse is 1-3 business days.

The time to ship after the fulfillment time is
Northeast: 2-4 business days
Midwest: 3-5 business days
Southeast: 4-7 business days
West: 6-9 business days

What States can you ship to?

We ship to the continental US only, and in all states except: AK, HI, MS, UT.

Do I need to be home to receive my package?

Someone 21+ with a photo id must be present at the time of delivery to sign. If someone 21+ is not home, the carrier will make 2 more attempts to deliver. If the 3rd attempt is unsuccessful, the order is returned to the retailer who fulfilled your order. 

Can I ship to a P.O. Box?

Orders cannot be shipped to an APO/FPO/DPO or P.O. Box, because all orders require an Adult Signature.

How long does it take for an order to ship?

Most orders ship within 1-2 business days but it can take up to 3-4 business days in some instances depending on product availability and when the carrier picks up. Our network of retailers fulfilling your order ship Monday - Friday 9-5 PM. Orders are not fulfilled on bank holidays and weekends. Depending on your location, orders will be delivered within 2-9 business days after shipment. From time to time, there may be some delays

Can I add or remove a product from my order?

Unfortunately not at the moment.

Refund Policy – 

We are only able to process refunds when the item has been returned to us (failed delivery attempts). This process of returning the item to us can take up to 15 business days.  

My product arrived damaged, can I return it? 

Unfortunately, we are currently unable to accept returns. Please reach out to our CS Team with a picture of the damage and they will assist you. 

How old do you have to be to place an order?


21 or older.


Can I return my product? 

Unfortunately, we are currently unable to accept returns. 

I ordered multiple products but I only received some of them. What happens next?

Sometimes when multiple boxes are shipped, some can be lost or misplaced. Please reach out to customer service so we can look into it and help you.

Do you ship internationally?

Unfortunately, not at the moment.

If you have additional inquiries about online ordering or an ecommerce order you have already placed, please contact support@accelpay.io.