Effective 16 October 2026
Your card should arrive perfect and keep working for years. If it does not, here is how to request a return, a remake, or a replacement for a card that is lost, stolen or damaged.
Our mistake or arrived damaged: free remake
If your card does not match the proof you approved, has an etching or finish defect, the NFC chip or QR code does not work when it arrives, or it was damaged in the post, we will remake and mail it free of charge. Tell us within 30 days of delivery. You do not normally need to send the card back; if we do need it, we will send you a prepaid label.
Lost or stolen card
Your card only links to your public page, so a lost card cannot be used to get into your account or take payments. Still, tell us right away so we can protect your page:
- We disconnect the old card's NFC chip from your page, so a tap on it no longer opens your card.
- If you want, we also give your page a new address and QR code, so the old printed QR code stops working too. Your new card will carry the new QR code.
- A replacement card with your approved design is a one-time charge at the current replacement price shown in your dashboard. We do not need you to redo your design.
Damaged after delivery
Scratches, bends and wear from everyday use, and damage from accidents, are not defects. You can order a replacement at the current replacement price shown in your dashboard. If the chip stops working within the first 12 months without visible damage to the card, we will replace it free of charge.
Change of mind
Because each card is personalised and etched to order, we cannot accept returns for a change of mind or for mistakes in a proof you approved. You can always order a new card with an updated design. See our Refund & Cancellation Policy.
How to make a request
Email sales@apexvcards.com from the email on your account with:
- Your name and order number (shown in your dashboard under card orders).
- What happened: remake, lost, stolen, or damaged.
- For a defect or damage, a clear photo of the front and back of the card.
- The address to mail the new card to, if it has changed.
We reply within 2 business days. Free remakes and paid replacements are usually etched and mailed within 5 business days after we confirm them, and you will get an email when your new card ships.
Questions
sales@apexvcards.com · Apex NFT Card Services, LLC, 5 Brayford Square, London E1 0SG, United Kingdom.