Company policy
Service policy
Service and refund policy
Clear operating rules for service coverage, billing, refundable deposits, shipment documentation, and delivery confirmation.
Refundable fee process
No undocumented charge should be paid
Apex policy is that refundable deposits must be tied to a shipment record, customer name, invoice number, reason for collection, refund rule, and delivery paperwork. If a fee changes because service conditions change, the customer should receive an updated document before payment.
Service scope
Apex Global Logistics coordinates parcel delivery, pet transportation, freight movement, tracking, documentation, and customer support. Final service availability depends on origin, destination, item type, carrier capacity, local rules, and required documents.
Refundable deposits
Some shipments may require refundable deposits for travel crates, temporary holding, veterinary clearance, insurance coverage, customs or compliance handling, climate monitoring, or special equipment. Each refundable fee must be listed on an invoice or official service document before payment.
Additional charges
If shipment conditions change, Apex may issue a revised invoice for customer approval. Examples include route delays, missing documents, upgraded crate requirements, extended holding, or compliance checks. Apex should not collect undocumented charges.
Refund release
Eligible refundable balances are released after successful delivery, recipient signature, delivery paperwork completion, and any required equipment inspection. Refunds are returned to the payer's account or agreed payment method, less documented deductions supported by receipts or signed records.
Customer responsibility
Customers are responsible for accurate names, addresses, phone numbers, shipment descriptions, health records, customs information, payment references, and delivery availability. Incorrect information can delay delivery or require revised documents.
Delivery confirmation
Proof of delivery may include signed receipts, release forms, photo records, tracking milestones, driver notes, or other authorized documents. Delivery is considered complete when the agreed recipient or authorized representative signs the required paperwork.
Need a document?
Request an official invoice or shipment policy record
Customers should keep invoices, receipts, tracking references, and signed delivery paperwork until any refundable balance is released.