How can we help?
Answers to common questions about orders, returns, billing, and your account — plus the fastest ways to reach a human when you need one.
Email support
Questions about your account, an order, or how something works. We reply within one business day.
support@aeros-x.comOrders & delivery
Track a shipment, change a pending order, or start a return — all from your dashboard.
Open the marketplaceSales & wholesale
Bulk pricing, recurring orders, or sourcing something you don’t see in the catalog.
sales@aeros-x.com1. Orders & Delivery
Placing an order
Browse the marketplace, add cases to your cart, and check out with a card or approved net terms. Most items ship from a regional warehouse, so availability and delivery dates are shown per item before you order.
Tracking a shipment
Every order has a live status on your dashboard under Orders. You’ll get email updates when your order is confirmed, shipped, and delivered, along with a carrier tracking link.
Changing or canceling an order
You can edit or cancel an order from the Orders page until it enters fulfillment. Once an order has shipped it can no longer be changed, but you can start a return when it arrives.
Delivery times
In-stock items in major metro areas typically arrive next business day. Estimated delivery is shown at checkout based on your shipping address and the items in your cart.
2. Returns & Refunds
Return policy
Unused, unopened cases can be returned within 30 days of delivery. Start a return from the Orders page and we’ll email you a prepaid label. Custom-printed and made-to-order items are non-returnable unless they arrive damaged or defective.
Damaged or incorrect items
If an order arrives damaged or isn’t what you ordered, contact us within 7 days with a photo and your order number. We’ll send a replacement or issue a full refund — no need to ship the item back in most cases.
Refund timing
Approved refunds are issued to your original payment method within 5–10 business days of us receiving the return or confirming a damage claim.
3. Billing & Payments
Payment methods
We accept all major credit and debit cards. Qualified businesses can apply for net payment terms — reach out to sales@aeros-x.com to get started.
Invoices & receipts
A receipt is emailed for every order, and all invoices are available to download from the Billing section of your dashboard at any time.
Tax exemption
If your business is tax-exempt, upload your resale or exemption certificate from Billing → Tax settings and we’ll apply it to future orders.
4. Account & Access
Managing your team
Account owners can invite teammates and set roles from Settings → Team, so buyers, approvers, and finance can each work with the access they need.
Resetting your password
Use the “Forgot password” link on the sign-in page to reset it by email. If you can’t access your email or have lost access entirely, contact support@aeros-x.com and we’ll help you recover the account.
Updating business details
Update your company name, shipping addresses, and billing information anytime from Settings. Changes apply to new orders going forward.
5. Selling on Aeros
Becoming a supplier
Aeros is a curated marketplace for packaging and foodservice suppliers. If you manufacture or distribute and want to list your catalog, email sales@aeros-x.com with a bit about your business and product range.
Supplier support
Approved suppliers get a dedicated dashboard to manage listings, pricing, inventory, and orders. Our partnerships team helps with onboarding, catalog setup, and your first fulfillments.
Still need a hand? Email support@aeros-x.com and we’ll get back to you within one business day. For anything involving your data or privacy, see our Privacy Policy.