Frequently Asked Questions
Why should I register?
Registering will allow you full access to the site and allow us to accurately track visitor preferences. All form and ordering information is encrypted and will be automatically filled out on subsequent visits to the site.
If I request for technical assistance, what do I need to provide to get answers to my questions?
In order for our Customer Service Team to render quick and accurate service, it is very important that you provide us with as much information of what you are working on and looking for. When it comes to a marine engine, serial and model numbers are critical information that will enable us to find the correct components you need. For a detailed explanation, please read our article on identifying your marine equipment.
Are your prices negotiable?
Price listed on our eshop is fixed price. However, if you are ordering large quantity/amount, please contact our Customer Service Team by email for further assistant. Please include full list of items you wish to purchase and we will get back to you soon.
When can I expect to get a reply to my requests?
Our office hours are 9:00 A.M. to 6:00 P.M. (GMT +8), Monday through Friday. We will respond to your email inquiry within 48 hours. Some time due to over whelming inquiries, our respond may be delayed. Seek your kind understanding.
When can I expect my orders to be shipped?
All orders received from Monday through Friday, will be processed for shipping within 2 business days (subjected to availability of stock). For stock that required transfer from other warehouse outside Singapore, our Customer Service Teams will notify you of the estimated delivery schedule.
Can I pick my order up at one of your locations?
Yes, you can. Please wait for our Customer Service Team to send you the Invoice and Packing list before making your way to our “Parts Pick Up Point”. Please bring along company stamp and the Invoice.
Can I change the shipping address for my order?
Yes, you can. However, we are only able to make changes to your order if it has not yet entered the packing process. Please send your request for delivery address change by email as soon as possible. Do include your order number in your request email. Our Customer Service Team will get back to you.
The additional cost for shipping due to the change of address will be chargeable to the buyer. Please note that changes of delivery address after order confirmed may cause delay to the delivery.
Can I modify my order after I’ve placed it?
No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!
Can I cancel my order after I’ve placed it?
Unfortunately, no. Once an order is placed, you are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!
I received a package, but it wasn’t my order / wrong item(s) / missing item(s).
Please email our Customer Services team by clicking HERE with your order number. We will get back to you as soon as possible.
Please note that we will not be responsible for lost or damaged orders for the below listed delivery channels
· Other logistic Provider
· Buyer’s Own Fleet Delivery
I received fault item(s) in my order.
Please email our Customer Services team by clicking HERE with your order number and photo of the faulty items. We will get back to you as soon as possible.
The parts or components I need is not listed on the eshop.
Please send you your inquiry by email and we will get back to you soon.
How can I pay for my order?
We accept all major credit cards, as well as PayNow.
*PayNow is currently only available for customers holding a Singapore Bank account!
Will I be charged International Bank Fees?
When placing an order, the final total you see during checkout is in USD / SGD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees.
Duties & Tax
Why does my order show tax?
We have physical warehouses in the Singapore. By laws, we are required to charge Goods and Services Tax (GST) to all orders delivered within Singapore. This will include Self Pick Up items.
Does your price include duties & taxes?
Other than the Goods and Services Tax (GST) required by the Singapore government, all other forms of duties and taxes are not included.
How much Duties & Taxes do I need to pay?
Each countries have different rates of duties and taxes. Please check with your local tax and custom agency for the details.
How are shipping rates calculated?
We offer shipping at the following rates:
|Domestic Shipping (Singapore)||Unload at door step only. If required to carry or move into building / premises, additional charges apply. Door step here means the main door of a building with direct vehicle access.|
|Special Location Charges|
|District Surcharges||Little India, Novena and Kallang and CBD||Additional $ 15.00 per trip|
|Secured Zones||* Airport Cargo Road|
* Airport Zone
* ALPS Ave
* Immigration Checkpoints
* Construction Sites
* Jurong Island
* Jurong Port
* Ministry of Home Affairs (MHA)
* PSA Port
* SATS, Aerospaces
* Supply Bases
|Additional $ 25.00 per trip|
|International Shipping||DHL / FEDEX Courier Service||Please refer to website for details. https://www.dhl.com/ or https://www.fedex.com/|
Why is my order unfulfilled?
No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order is shipped, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!
My international tracking is not updating.
Sometime, there is a delay from the courier service provider on the status update. Please wait for a day or 2, and the system will update the status.
Please note that international orders typically take 5 to 21 full business days to be delivered upon shipment. It also depends on your location whether there is direct link by the courier service partner. Business days do not include weekends, or holidays.
In the meantime, here are some things that might help you locate your package:
If tracking indicates that your package is in your destination country, please use your local courier's online tracking, as it may have more accurate tracking information.
If tracking indicates that your package is still in the at the country of origin, or is currently in transit, please be patient! Typically, international orders do get delivered within 21 business days, however your package may be delayed by customs, or may simply be missing a scan.
If you have waited the full 21 business days and still have not received your order, please contact our Customer Service Team HERE with your order number!
Can I have my order delivered to a PO Box address?
No! We do not deliver to PO boxes.
When will my order ship?
Our products usually ship within 3-5 BUSINESS days subject to availability of stock (business days do NOT include weekends or holidays)!
Sometime, we need to transfer the stock from warehouse from other country/location. This will take up to a week or so. Once the stock arrived at our Singapore warehouse, we will ship out your order. You will receive a shipping confirmation via email with a tracking number.
International Delivery Delays
We do our very best to process and ship your order as soon as possible. However, once your order is transferred to the courier service provider, it may encounter delays during its journey to you.
Please note, APOLLO is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from courier service provider to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.
Please allow our full shipping times to pass before reaching out to our Customer Service Team!
For domestic orders, shipping may take up to 5 business days upon shipment from our warehouse.
For international orders, shipping may take up to 21 business days upon shipment from our warehouse.
If your order is traveling beyond these time frames, please email our Customer Service Team by clicking HERE with your order number and tracking information so that we may assist you further!
How do I track the delivery of my order?
Once your order is shipped, you will receive an email with a tracking number that you can use to follow your package’s journey to you.
What should I do if my order hasn’t been delivered?
If your order is shipping to a domestic address, shipping typically takes up to 5 business days once it departs from our warehouse. If shipping internationally, shipping may take up to 21 business days.
Please note that business days do not include weekends or holidays! If your order has exceeded typical shipping times, please email our Customer Service Team with your order number for assistant
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