If an item you have ordered has arrived damaged, please contact Mighty Ape as soon as possible.
We will advise you on how best to proceed once the damage has been confirmed and assessed.
Once we have confirmed the damage or fault, we will endeavour to repair, replace, or refund items where possible.
For fast processing of your return, please ensure the following:
- You retain the original packaging, including the Mighty Ape box or satchel
- You accurately describe the fault or damage
- You attach clear photographs of the damage
Contact customer service to arrange a return.
- My order has not shipped
There are a number of reasons why your order may not have shipped. Shipping your order as quickly as possible is of the utmost importance to us and you can rest assured we’ll be doing everything we possibly can to hurry things along.
Your item is not in stock
We can only dispatch items that are in stock in our warehouse. Items that are Special Order or Available from Supplier need to be ordered and delivered to our warehouse before they can be dispatched and delivered to your address.
All items listed for sale on Mighty Ape have a stock status and a delivery estimate. Please check this first as the delivery of your item may be within the estimate.
There is a problem with your credit card
You will receive an email and a message will be displayed in My Account if there is a problem with your credit card. Common problems include incorrect card details, expiry dates that have passed and insufficient funds.
Please allow 1–2 hours during normal business hours for us to re-try your credit card if there has been a problem. Alternatively, you're welcome to get in touch and let us know when you have updated your card and we'll make sure this goes through okay!
Payment has not been received
If you’re paying for your order by bank deposit it’s possible that we have not yet received your payment. Please double check that you included a reference with your payment as we are unable to reconcile payments to orders without a reference.
Payments by bank deposit take 1–2 business days to appear in our bank account.
Your order is incredibly important to us and our dispatching times are typically lightning quick! Unfortunately, on rare occasions, our warehouse can be hit with a large influx of orders or staffing levels can be affected by illness. This can sometimes slow down our dispatch times but rest assured our warehouse monkeys will be working hard to get this sorted right away!
Further Information is Required
It's possible that we may have contacted you for more information or are trying to confirm something with you prior to dispatch. Please check your Spam or Junk folders to ensure you haven't missed any important emails.
If you can't find the reason your order is being held up in the reasons above, or are still concerned about the status of your order, please don't hesitate to get in touch and we would be more than happy to help out!
- Tracking the delivery status of an order
You can check to see if your order has shipped from My Account. Once your order has shipped you will also receive an email from Mighty Ape.
Some orders, due to the items size or packaging, are shipped in separate shipments. Please keep an eye out for multiple emails that contain different tracking details.
If you’ve placed your order as a Guest you are unable to track your order from My Account, however, you will receive an email when your order ships.
If you have an account with us, you can track the progress of your order by clicking on the relevant order in My Orders under My Account. You can also locate the tracking number from this page if your order has been shipped.
You can find full details on expected delivery timeframes via our Delivery Times help page. Please ensure you have allowed an appropriate amount of time prior to getting in touch.
You can use your tracking number to track the delivery status of your item on the Courier Post or websites.
The vast majority of parcels shipped out from us via Courier are sent on an overnight courier for delivery on the next business days. For rural addresses or oversized orders, delivery can take additional time.
Pace (Same Day delivery)
You can use your job number to track the delivery status of your item. Due to the short time frames for same-day delivery, no real time tracking is provided, and you must call Pace and quote your job number for an update.
If you are concerned about the delivery or if there has been a delay with your parcel, please don't hesitate to get in touch.