FAQ's

This page is designed to provide answers to the most common questions and concerns that individuals may have regarding our services, policies and procedures.

The best way to get customer support is by contacting your sales representative directly via email or telephone, as they can handle your query quickly. If you are not sure who your sales representative is, then visit the Contact Us page and use the contact details by branch department.

If your query is webshop related, you can contact the Website Support Team by emailing websupport@apexstainless.com.

To apply for a customer account, fill in the registration form here - as part of that process you will also be set up with a series of webshop user accounts based on your requirements.

Customers who register are checked internally using a series of key requirements. As a wholesaler, we do not sell to end users, or companies we determine are a credit risk.

Once you have been set up on our systems, a few days before activation, we will notify you that you will be activated soon. On the day, you will receive an email that contains your email and password details. To activate your account, visit the website and Sign in.

For security purposes, every 30 days we will reset your password and send you a new password via email. To log back in, just click on the link inside the email (note: this is only valid for 24 hours), or use the new password with your email address.

If you forget password, click on the 'Forgot Password' link on the Sign in page. Enter your email address and within a few minutes you will receive an email with instructions on how to get back into the webshop.

Please note: direct links that automatically log you back in expire within 24 hours for security purposes.

Apex strives to ensure that our emails get to your inbox, but due to your companies' own IT security systems, this is not always possible. Many of our emails are automated and sometimes this means they can end up in your spam or junk folder - please check there regularly to make sure you don't miss any important emails, or add Apex to your safe senders list.

Apex conforms to GDPR (General Data Protection Regulation) and will only send you necessary emails about operating your webshop account. Necessary emails include account activation, password update, forgot password and web order request emails.

All other forms of email are either direct messages from your sales representative, or a department. If you have opted in to receive regular company update emails, you can also opt out of these emails in the 'My Details' page of My Account.

We take your privacy and security seriously. All personal information is encrypted and stored securely. Please refer to our Privacy Policy for more details. If you have previously submitted personal information to us and you want it deleted or amended, you may change your mind at any time by emailing us at marketing@apexstainless.com.

Yes, you can delete your account with Apex at any time. You can either contact your sales representative and request account deletion, or if you access 'User Details' in My Account on the webshop, you can click on the 'Request Changes' button and this will create an email for you to outline what you would like to do, whether that's account deletion or a subject access request.

Yes, you can! Our online stock is an allocated amount from our total inventory balance for each item. If a stock level appears to be low or on request, we could draw on inventory from other locations, or there could be a new delivery arriving soon on backorder.

We advise you input your desired quantities for each item and this will be seen by your allocated sales representative, who will contact you to discuss how we can fulfil your order as soon as possible.

There can be many reasons why an item is temporarily unavailable online. The good news is that Apex can still fulfil most items on request, but this will need to be done by speaking to the sales agent instead of placing the order online automatically.

If you add an item on request to your order or enquiry, the sales team will come back to you with stock, price, and delivery updates for the item, and then you choose what you want to do next.

Apex provides one form of discount to customers.

It is a volume discount on selected items and quantities purchased. The quantity breaks deployed are specific to each item and are based on box quantity thresholds.

Discounts are applied automatically, there is no need to input discount codes or specific quantities.

In the webshop, quantities orders are rounded up to the next package size. For example, if you placed an order for 250 pieces and the item comes in a package size of 100, the system will automatically round up to 300 pieces and 3 boxes ordered.

Yes. In checkout, select certificate of conformity as an option. You will be charged a £5 fee for this. Coverage for test certificates is incomplete, customers can place a request for a test certificate and a member of the sales team will contact you to advise on what test certificates are available and can be purchased and added to your invoice.

Once the web order has been acknowledged, a member of the sales team will review the order, and if some of the items are on request, they will check availability and delivery times, and respond back to you with some options for you.

Once an order has been confirmed, it is the same as any other order from Apex. Over 95% of orders placed before 4:30pm GMT arrive before 6 pm the next day. Goods ordered are tracked by Apex's shipping partners. Estimated Times of Arrival (ETA) are provided, as well as Proof of Delivery (POD) on request.

If you have selected Collect from Branch or ExWorks for shipping, Apex will ensure that your goods are packaged and ready for collection at the designated warehouse location, usually on the same day.

If you encounter an error, try refreshing the page, clearing your browser cache or logging in and out again. If the issue persists, contact your sales rep or the Website Support Team for assistance.

To report a bug, please send an email websupport@apexstainless.com with a brief description of the issue. Our technical team will investigate and resolve the problem as soon as possible.