Shipping policy

At AXIS-Y, we are committed to ensuring that your order is processed, shipped, and delivered with care and transparency. Please review this Shipping Policy for important information regarding order processing, delivery, tracking, customs, shipping fees, and customer responsibilities.

1. Order Processing Time

All orders placed through the AXIS-Y official website are fulfilled and shipped directly from our logistics center in South Korea.

Orders are generally processed within 1–3 business days, excluding weekends and public holidays in the Republic of Korea.

Orders placed after 9:30 AM KST will begin processing on the next business day.

After placing an order, you will receive an order confirmation email. Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

Processing may take longer during promotional periods, product launches, public holidays, or periods of high order volume.

If your order is delayed due to inventory availability, payment verification, suspected fraudulent activity, address-related issues, or other circumstances requiring additional confirmation, our Customer Support team may contact you.

2. Order Cancellation and Modification

If you wish to cancel or modify an order, please contact our Customer Support team as soon as possible and provide:

• Your full name
• Your order number
• The email address used to place the order

Cancellations or modifications may only be possible before the order has been processed for shipment.

Once an order has entered the packing or shipping process, we cannot guarantee cancellation, address changes, product changes, or other modifications.

Because the available cancellation window may be short, we recommend contacting us immediately after placing your order if a change is required.

For cancellation requests, please use the email subject line:

CANCELLATION – Order #[Order Number]

If you wish to add products to an existing order, additional product and shipping costs may apply. In some cases, a separate order may be required.

Orders placed with incorrect or incomplete information provided by the customer may not be eligible for cancellation or modification once processing has begun.

If your order has already been shipped, please refer to our Refund Policy.

3. Shipping Methods and Estimated Delivery Times

All orders are shipped internationally from South Korea.

Our primary international shipping carrier is DHL Express.

Estimated total delivery time, including order processing and transit time, is generally:

DHL Express: approximately 4–8 business days

Delivery times are estimates and are not guaranteed.

Actual delivery times may vary depending on the destination, customs clearance, courier operations, weather conditions, public holidays, promotional periods, local delivery conditions, or other circumstances outside our reasonable control.

The available shipping method, estimated shipping fee, and applicable shipping options will be displayed at checkout based on the destination, order weight, and contents of the order.

4. Shipping Fees

Shipping fees are calculated based on factors including:

• Destination country or region
• Package weight
• Products included in the order
• Available courier service

The applicable shipping fee will be displayed at checkout before payment is completed.

Shipping rates may change from time to time due to changes in courier rates, fuel surcharges, international logistics conditions, or other operational factors.

5. Free Shipping

Free shipping is available for eligible orders of USD $70 or more.

Free shipping eligibility may vary depending on the destination country or region.

Certain destinations, including selected countries in the Middle East or regions subject to additional logistics costs or shipping restrictions, may be excluded from free shipping.

The applicable free shipping threshold and availability will be shown in your cart or at checkout.

Promotional free shipping offers may be subject to separate terms and conditions.

6. Order Tracking

Once your package has been shipped, you will receive a shipping confirmation email containing your tracking number.

Please allow up to 48 hours for tracking information to become active after the shipment confirmation email has been sent.

DHL shipments may be tracked through the DHL tracking service.

Tracking updates may occasionally be delayed while a shipment is in transit between countries or undergoing customs clearance.

7. Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient.

AXIS-Y does not determine, collect, control, or guarantee the amount of customs-related charges imposed by local authorities.

We are unable to provide an exact estimate or reimbursement for customs duties, taxes, or import fees.

Customers are responsible for checking applicable customs regulations in their country before placing an order and for providing any information or documentation required for customs clearance.

If a package is refused or cannot be delivered due to unpaid customs charges, failure to provide required documentation, refusal of delivery, or another action or omission by the recipient, any refund will be subject to the conditions stated in our Refund Policy.

Original shipping fees, return shipping costs, customs charges, and other expenses incurred in connection with the returned package may be non-refundable.

8. Shipping Restrictions

Shipping availability is subject to international courier regulations, customs restrictions, product restrictions, and local delivery conditions.

Certain products or destinations may be temporarily unavailable for shipping.

If your country or region cannot be selected at checkout, shipping is currently unavailable to that destination through our official website.

Shipping availability may change without prior notice depending on courier operations, international regulations, customs restrictions, or local conditions.

9. Missing, Delayed, or Returned Orders

Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, please review your tracking information first.

If additional assistance is required, please contact the applicable courier and/or our Customer Support team with your order number and tracking number.

Delivery delays caused by customs clearance, courier conditions, severe weather, public holidays, incorrect shipping information, or circumstances outside our control may require additional time to resolve.

Packages Returned to Sender

A package may be returned to the sender due to:

• An incorrect or incomplete shipping address
• Failure to collect or claim the package
• Repeated unsuccessful delivery attempts
• Unpaid customs duties or taxes
• Failure to provide customs documentation
• Refusal of delivery

If a package is returned due to information provided or actions taken by the customer, the customer may be required to pay an additional shipping fee before the package can be resent.

Original shipping fees, return shipping costs, customs charges, and other related expenses may be deducted from any eligible refund.

If the package is returned due to a confirmed courier error or an error attributable to AXIS-Y, please contact our Customer Support team. We will review the case and provide an appropriate resolution.

10. Incorrect Shipping Information

Customers are responsible for reviewing and confirming that their:

• Full name
• Shipping address
• Postal code
• Phone number
• Email address

are accurate before completing an order.

AXIS-Y is not responsible for delays, losses, returns, or additional costs caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error after placing your order, please contact our Customer Support team immediately.

Address changes cannot be guaranteed once processing has begun.

11. International Shipping Coverage

AXIS-Y currently ships to selected countries and territories worldwide.

The most up-to-date shipping availability is displayed at checkout.

Shipping coverage may change depending on courier availability, international regulations, customs restrictions, or local delivery conditions.

If your destination is unavailable at checkout, please visit our authorized retailer page to check whether AXIS-Y products are available through an official retail partner in your region.

12. Customer Support

For shipping-related inquiries, order concerns, tracking assistance, cancellations, or delivery issues, please contact:

Email: cs@axis-y.com

To help us assist you efficiently, please include your full name, order number, email address used for the order, and any relevant tracking information.