FAQ

SHIPPING

How much does shipping cost?

Shipping rates are determined by a country's respective shipping zone and are calculated at checkout.

 

> Standard delivery is provided by SF International and K-Packet, depending on destination location. Please allow more than two weeks for standard delivery.

> Express delivery is provided by DHL Express. Estimated shipping time is one to three business days, depending on distance from origin.

 

Shipping is FREE on applicable orders over $50 (standard delivery) and over $80 (express delivery) for serviceable countries. (Restrictions may apply based on country availability.)

 

Do you ship internationally?

Shipping is currently available to 32 countries/territories in 6 regions:

Australia, Austria, Bangladesh, Cambodia, Canada, Denmark, France, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Pakistan, Philippines, Poland, Romania, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, UK, USA, Vietnam

 

*US Notice: Service temporarily suspended for standard shipping to Alaska, Hawaii, and other US territories due to shipping restraints. Please contact us to inquire about express shipping. (October 2021)

 

Don’t see your location on the list? Click here to check out our partners.
Think we should ship to your location? Let us know.

 

COVID-19: Shipping to open to additional areas when conditions permit. Restrictions may apply.

 

When will my order ship?

Processing may take 1 to 2 business days and orders placed after 1pm KST are processed the next business day. You will receive a fulfillment and shipment notification email with a tracking number as soon as your package ships.

 

COVID-19: Shipping delays and restrictions may apply.

 

How long will shipping take?

Different shipping schemes are available depending on your region/country.

 

> For countries where standard delivery is available, please allow more than two weeks for standard delivery.

> Express delivery is provided by DHL Express. Estimated shipping time is one to three business days, depending on distance from origin.

 

You will be sent a tracking number when your order ships. If you have any questions about the status of your order please get in touch with us!

 

Note for standard shipping to the US:

Standard shipping to the United States is handled by a two-part shipping system with the international leg handled by SF International and the domestic leg is handled by a local carrier, USPS. The package departs from South Korea, then arrives in the United States via Los Angeles and undergoes processing and customs checks. Then, the package is handed off to USPS for domestic delivery within the United States from California to your shipping location.

 

COVID-19: Shipping delays and restrictions may apply.

 

Troubleshooting SF International Tracking Information

Having trouble checking your tracking details from SF International?

Step 1: Open the SF International tracking input page. Click here!

Step 2: Input your tracking number (starting with SF) into the "Inquiry" field. You can find your tracking number on your "Order Status" page and from the email sent to you when we fulfill your order.

Step 3: Press the red "Inquiry" button.

Step 4: Drag the puzzle piece slider into the correct place to perform safety checks.

Step 5: Your tracking history details will load onto the page along with a map.

 

Please note: Entry to the United States requires customs and processing checks via Los Angeles airport. Hand-off to USPS takes place in California, which is why you may see your tracking details stall in California. Don't worry, your order hasn't been sent to the wrong address!

 

CHECKOUT & ORDER

What type of payments do you accept?

We currently accept payments through Visa, Mastercard, and PayPal.

Payments are processed through Paymentwall (card) and PayPal on their respective secure platforms.

 

What currencies do you charge in?

Although all prices are given in US dollars, you will be charged and invoiced in your local currency.

 

Do you charge duties and taxes?

AXIS-Y does not have any control over customs charges and cannot estimate the amount as they are dependent on the destination country. Please contact your local Customs Office if you would like further details.

 

Can I cancel my order?

As soon as you order, our logistics team begins preparing your order so that you can receive your order as soon as possible. This means that there is a small window in which we can stop the order from being processed and shipped.

Please email us at cs@axis-y.com as soon as possible with the subject, “CANCELLATION”, and make sure to include your order number, full name, and email so that we can find you right away. We will do our best to catch the package before it goes your way.

 

What is your return policy?

You may return products within 30 days of receipt. Please be aware that we only accept products that are new and sealed in original packaging.

 

Please note that shipping for returns is at the expense of the customer in the event your products are to be returned. Unfortunately, we are unable to refund your original shipping charges.


We’re sorry you did not love our products. We are here to help, so if you have experienced problems while using our products, please contact us with a clear description of the issue and associated evidence.

 

An item was damaged in my package. What should I do?

Please send us an email at cs@axis-y.com with your order number, full name, email, and a picture of the damaged product and we will be happy to help you!

 

Conditions for automatic cancellation

In some cases, your order might be automatically canceled, payment may be refused, or your order may be manually voided by us. These conditions include, but are not limited to:

Your IP may have been deemed suspicious, indicating potential fraud or scam.

You have selected too many of one item, indicating potential fraud or scam.

You have requested too many payments in a short amount of time.

Your billing information does not match the listed information on your card.

An item you ordered is out of stock.

If you feel a mistake has been made, please contact us.
 

MEMBERSHIP & PRODUCT

Accounts & membership details

Creating an account ensures a smoother checkout experience and allows you to see your previous order information more easily.

Note: Accounts created prior to August 2, 2021 will need to be re-created, however we still have access to historical customer data in the event that there is an issue.

 

Be sure to join our membership program to receive points that can be traded in for discounts and future promotions!

 

Membership Program Details

Ways to earn:

    - Register for our rewards program: 50 points

    - Place an order: 5 points per $1 spent (excluding shipping)

    - Follow us on Instagram: 100 points

    - Write a product review: 100 points

    - Birthday reward: 200 points

Ways to redeem:

    - Order discount: $1 per 100 points

 

Please check back for updates on our membership program. (We reward with Smile.)

Note: Membership program valid from August 2, 2021.

 

The product I am interested in is out of stock. What should I do?

We are doing our best to replenish stock of our products as soon as possible. We apologize for the inconvenience and appreciate your patience. Rest assured we are not discontinuing any of our products.

 

In the meantime, please add your email to the sold out product's waitlist on the respective product page so that you are notified as soon as the product comes back in stock!

 

DIGITAL GIFT CARD

DIGITAL GIFT CARD

How can I access the digital gift card?

A unique code related to your digital gift card purchase will be sent via email to the address provided at checkout. If the gift card is a gift for someone else, you can forward the information to them directly.

 

Can a gift card be used more than once?

Yes, you may use your gift card as long as a balance remains on the card.

 

Can more than one gift card be used towards a purchase?

Yes, multiple gift card codes can be used during checkout.

 

Can a gift card be used to buy a gift card?

No, unfortunately you cannot use a gift card to buy another gift card.

 

Can a gift card be used to pay for shipping?

Yes, gift cards are applied to the final order total (which includes shipping.)

 

Can gift cards be used in conjunction with a discount code?

Yes, depending on the individual conditions of the discount, you may use gift cards together with a discount code as they are considered a form of payment.

 

How can I check my remaining balance?

Please contact us to inquire about your remaining balance. Contact us!

 

Something else on your mind?