questions about our company, products/services, policies, and more
Return, Shipping and FAQ
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Products/Services Questions
Account Questions
Technical Questions
Contact Questions
1. General Questions
What is your return policy?
For Singapore orders, you may request an eligible voluntary change-of-mind return within 7 days after delivery. Eligible stocked items must be untouched, unused and unopened, in their original condition and packaging.
Pre-orders and issued or exposed software licence keys are excluded from voluntary returns. Contact finance@aceperipherals.com with your order details before sending anything back. Customers arrange and pay for voluntary return shipping.
For orders delivered outside Singapore, contact us for the applicable return terms. These voluntary conditions do not limit applicable mandatory rights; faulty, damaged or incorrect goods are handled separately. Please see our return and refund policy for details.
How do I track my order?
For physical shipments where tracking is available, we will email you the tracking details after dispatch. Electronically delivered licences do not require courier shipping or a tracking number.
Can I cancel or modify my order?
If you need to change or cancel an order, contact sales@aceperipherals.com as soon as possible and include your order number. Whether we can accommodate the request depends on the order's processing and shipping status. Changes or cancellations cannot be guaranteed.
This does not limit cancellation rights available under applicable law.
Do you have a physical store?
Visit ACE Peripherals at 3005 Ubi Avenue 3, #01-88, Singapore 408861.
Monday to Friday: 9am–7pm (Singapore time, GMT+8).
Weekend visits are by prior appointment only. Please contact us to arrange a visit.
2. Returns and Exchanges
Eligibility for Returns:
a. Our voluntary change-of-mind return policy applies only to Singapore orders for items purchased from available stock.
b. Please request an eligible return within 7 days after delivery.
c. Items must be untouched, unused and unopened, in their original condition and packaging, with all original accessories and manuals.
d. Pre-orders and issued or exposed software licence keys are excluded. Customers arrange and pay for voluntary return shipping.
For orders delivered outside Singapore, contact us for the applicable return terms. These voluntary conditions do not limit applicable mandatory rights. Faulty, damaged or incorrect goods are handled separately.
Return Process:
a. Contact finance@aceperipherals.com before returning an item.
b. Provide your order details, the reason for return and any relevant photos.
c. Our team will explain the next steps and provide an RMA number if required.
d. Securely pack the approved return with all original accessories, manuals and packaging. Add the RMA number if provided and send it to the address supplied by our team.
e. Customers arrange and pay return shipping for eligible voluntary change-of-mind returns under our Singapore policy. Faulty, damaged or incorrect goods are handled separately.
Return:
Once we receive your returned item, we will inspect it and notify you whether the return is approved.
For approved returns, ACE will process the refund to your original payment method within 14 business days after approval. Your bank or payment provider may need additional time for the credit to appear.
Where applicable law requires an earlier refund, that deadline takes precedence.
Exchanges:
a. If you wish to exchange a product for a different model, variant, or size, please follow the return process mentioned above.
b. Once the return is approved, you can place a new order for the desired product separately.
Non-Returnable Items:
Under our Singapore voluntary change-of-mind return policy, pre-orders and issued or exposed software licence keys are excluded. Opened, used or altered products do not meet the untouched, unused and unopened-item conditions.
For overseas orders, contact us for the applicable return terms. These voluntary conditions do not limit applicable mandatory rights. For faulty, damaged or incorrect goods, contact finance@aceperipherals.com for separate assistance.
3. Shipping Policy
Shipping Methods:
a. We offer various shipping methods, including standard shipping, express shipping, and in-store pickup, based on availability and destination.
b. The available shipping options will be displayed during the checkout process.
Shipping charges:
a. Singapore delivery is free for purchases of SGD 1,000 and above.
b. For Singapore purchases below SGD 1,000, delivery charges are calculated at checkout.
c. Overseas deliveries incur shipping charges; the applicable charges are shown at checkout.
d. Electronic products delivered digitally, such as e-licences, do not incur shipping charges.
Order Processing and Delivery:
a. In-stock orders for Singapore delivery normally arrive within 2–4 working days, excluding weekends. This is the normal total delivery estimate, including order processing.
b. Out-of-stock items generally require 1–3 weeks, depending on the manufacturer. Please contact us to confirm availability and the expected timing for your item.
c. Delivery estimates are not guaranteed and may vary with availability and destination. Overseas delivery times depend on the destination and shipping service.
d. Electronic products such as e-licences are delivered digitally and do not require physical shipping.
Tracking:
For physical shipments where tracking is available, we will email the tracking details after dispatch. Use the provided tracking number on the designated courier's tracking service. Electronically delivered licences do not require courier tracking.
International Shipping:
a. We offer international shipping to select destinations. However, customs duties, taxes, and other fees may apply, which are the sole responsibility of the recipient.
b. Please ensure compliance with your country's import regulations and be aware of any additional charges that may apply.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a storage? Use our comprehensive Search box located in the upper middle of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "home storage" or as specific as "office surveillance camera."
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the Brands tab located at the top of every page. Click Brands A-Z to see a complete list of brands. Every brand is listed alphabetically. Please note that ACE Peripherals locations may carry brands that are not carried online.
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, features, and sizes are listed below the detail text.
Product Specifications
To view the specifications of any particular product, just click "Details" or "More" underneath the product details and click on the tab that says “Specifications” to view the full list of specifications.
Product Availability & Out of Stock Products
Availability varies by product and manufacturer. Out-of-stock items generally require 1–3 weeks, depending on the manufacturer. Please contact us before ordering if you need an item by a particular date, or to confirm its current availability and expected timing.
2. Sales and account help
How can I get help before ordering?
For product-selection or availability questions, contact sales@aceperipherals.com. Include the product model and your requirements so our team can assist.
Who should I contact about an existing order?
For general order enquiries, contact sales@aceperipherals.com with your order number. For returns and refunds, email finance@aceperipherals.com.
Who handles reseller or distributor enquiries?
Contact sales@aceperipherals.com with your company details and the products you are interested in. Our team can discuss your enquiry.
How can I get help with my ACE account?
For account enquiries, contact sales@aceperipherals.com using the email address associated with your account. Do not send your password or verification codes.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your ACE Peripherals and associate accounts you will be able to see your linked account status on the Account Information page. You can also unlink your associates account by clicking Unlink.
Order status & history
Tracking an Order
Once your physical order has shipped, use the tracking number in your shipping confirmation email to follow delivery progress on the carrier's website.
In-stock Singapore orders normally arrive within 2–4 working days in total, including processing and excluding weekends. Out-of-stock items generally require 1–3 weeks, depending on the manufacturer. Overseas delivery estimates vary by destination and shipping service.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on ACE Peripherals and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be prepared and packed for shipment, subject to stock availability. During this time, your order status may appear as “In Progress”. Please refer to the Order Processing and Delivery section for the applicable total delivery estimate.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
After we receive and inspect your return, we will notify you whether it is approved. For approved returns, ACE will process the refund to your original payment method within 14 business days after approval. Your bank or payment provider may need additional time for the credit to appear.
Where applicable law requires an earlier refund, that deadline takes precedence.
Canceling or Modifying an Order
Please check your order details before placing your order. If you need to change or cancel it afterwards, contact sales@aceperipherals.com promptly and include your order number.
Changes or cancellations depend on the order's processing and shipping status and cannot be guaranteed.
This does not limit cancellation rights available under applicable law.
Partially Canceled Orders
If an item in your order is unavailable, please contact our customer service team to discuss availability, expected timing and options for your order. Out-of-stock items generally require 1–3 weeks, depending on the manufacturer.
For partially cancelled or changed orders, please confirm any revised shipping charges with our team. Standard Singapore delivery is free for purchases of SGD 1,000 and above; below this amount, delivery charges are calculated at checkout.
Call us
Sales +65 6100 2232 (ACEP)
Support +65 6100 7000
Languages: English, Chinese, Malay, Indonesian, Japanese and Tagalog.
Monday to Friday: 9am–7pm (Singapore time, GMT+8).
Weekend visits are by prior appointment only. Please contact us to arrange a visit.
Chat with us
Our normal customer-service hours are Monday to Friday, 9am–7pm (Singapore time, GMT+8). Messages sent outside these hours may be answered on the next working day.
Weekend visits are by prior appointment only.
*Please note that all policies mentioned above are subject to change at the discretion of ACE Peripherals. It is recommended to review our return and shipping policies periodically for any updates. If you have any further questions or require assistance, please contact our customer service team