1. How long will my order take?
Most orders are shipped the next business day, and you will receive a tracking number via email. Custom orders typically take 3-7 business days for manufacturing, after which you will also receive a tracking number.
2. Where are your products made?
We are proud to say that most of our products are made in British Columbia, Canada.
3. Do you do team sales, and are there discounts?
Absolutely! Please email us at aptoella@gmail.com for more information. Team discounts are 20% off and require a minimum quantity of 12 units.
4. Customization
If you have a special medical condition or injury and would like something made to meet your needs, we can discuss working with you. Our extreme customizations start at $150 per item, and we will provide a quote before production begins.
5. Can I return or exchange my purchase?
Yes, returns and exchanges are allowed for non-custom items, provided they are unworn, unwashed, and undamaged. After we receive the item, we will process the refund or send out a new item at the customer’s expense. Please note that all custom products are final sale and are not eligible for return or exchange.
6. How long will it take to receive team orders after payment is complete?
It typically takes 7-10 business days to complete your team order at our APTOELLA studio in Victoria, BC. Shipping within Canada takes approximately 2-10 business days. For express shipping options, please get in touch with us at aptoella@gmail.com. Team orders will arrive with an invoice detailing estimated completion and shipping dates.
7. How can I pay for my order?
We accept PayPal, credit cards, email transfers, and cheques. Email transfers should be sent to aptoella@gmail.com. For cheques, please send them to:
APTOELLA / RUGBY APPAREL
Box 221
900 Whittaker Road
Malahat, BC V0R 2L0
Please note: Orders will not be processed until payment is confirmed.
8. Can I cancel my order after submitting it?
You can cancel your order within two hours of placing it. If it’s outside of office hours, please leave a detailed message at 250-661-0974, including your order number.
9. Who do you ship through?
We primarily ship via the Canadian Postal Service, which allows shipping to P.O. boxes, and Purolator for express shipments.
10. Can I track my purchase?
Yes! A tracking number will be emailed to you within 24 hours after your package is shipped.
11. If I want to return an item, do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs.
12. If I want to exchange an item, will I be charged for shipping?
Yes, you will need to cover the return shipping to us, as well as the shipping for the new item. Expedited shipping is available upon request.
13. Do you ship internationally?
Yes, we do! Please note that shipping charges do not include international taxes or duties.
14. What if your sizing chart doesn’t fit my measurements?
If you have questions regarding sizing, please get in touch with us for assistance. For specialized alterations, please email us at aptoella@gmail.com.
15. Do you have a store I can visit?
We currently do not have a physical retail store.
16. Do I have to be a rugby player to wear your products?
Not at all! Our products are designed for individuals of all interests, catering to a variety of needs, including custom items for those with specific medical or athletic requirements.
17. Are you willing to do team orders for other sports?
Absolutely! We would love the opportunity to work with you on team orders or individual requests.