Frequently Asked Questions

If you need to change or cancel your order, please contact Customer Support as soon as possible with your order number.

Once an order has been processed or shipped, changes or cancellations are no longer possible.

Please contact Customer Support immediately after placing your order.

We are unable to guarantee changes once an order has entered processing.

Please check your spam or junk folder first.

If you’re still unable to locate the email, contact Customer Support with your full name and email address used at checkout.

Additional items cannot be added once an order has been placed.

Please place a new order for any additional items.

When your package is shipped out, you will receive a shipping confirmation email with your tracking number included. 

For orders shipped via DHL, you may track your shipment on the DHL Tracking site.

For orders shipped via K-Packet, you may track your shipment on the EMS Tracking site.

If you haven’t received any email, please check your spam or junk folder in case it ended up there by mistake. If you still don’t see anything, please reach out to our Customer Support team for assistance.

We currently offer shipping to the following countries:
Australia, Austria, Bangladesh, Belgium, Cambodia, Canada, Cyprus, Denmark, Finland, France, Greece, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Malaysia, Mexico, Netherlands, New Zealand, Norway, Pakistan, Philippines, Poland, Romania, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, UAE, UK, USA, and Vietnam.

If you don't see your country on the list, we'd be happy to check and see whether shipping would be possible to your area! Kindly reach out to our Customer Support team with your country and shipping address.

Due to international regulations on the shipping couriers' parts, shipping may be restricted in certain countries and/or regions.

If you don't see your country on our official shipping list, please reach out to our Customer Support team with your country and shipping address. We'd be happy to check whether shipping is possible to your location.

Delivery times may vary depending on your location and the shipping method selected at checkout.

• DHL shipping is estimated  to take between 3 to 5 business days.
• K-Packet is estimated to take up to 11-15 business days.

Please note that these are general estimates and may be affected by customs processing or local delivery conditions.

For our customers in the United States, most orders are now shipped directly from Amazon, offering you a faster and more cost-effective experience.

• Most U.S. orders are fulfilled from our Amazon inventory, enabling 2–3 day delivery nationwide.
• No customs taxes apply.
• Enjoy reduced domestic shipping fees within the U.S.
• Special or limited sets will be shipped from Korea (11–15 business days).
• If your order combines Amazon-fulfilled items with non-Amazon items, the entire order will be shipped from Korea.

Your order may be subject to import duties and/or taxes, which are incurred once a shipment arrives to a destination country. 

AXIS-Y unfortunately does not have control over customs duties or import taxes or estimate the charges in advance, as customs fees can vary from country to country. 

For more specific information, we recommend reaching out to your local Customs Office, they will be better equipped to answer your questions.

We're sorry to hear that your package hasn’t safely arrived.

We recommend checking your shipping status using the tracking number sent to your email as your first step locating your package. If you're still unable to locate your delivery, please try the following steps:

• Check around your mailbox or any designated safe drop-off areas.
• Ask household members, neighbors, or building management if they accepted the delivery on your behalf.
• Contact your local post office or delivery service, and consider submitting a missing package inquiry.

If the package is still missing after taking these steps, or if you did not receive your tracking number, please don’t hesitate to reach out to our Customer Support team with your order number. We’ll do our best to assist you further.

We're here to help assist with returns for eligible items! Please contact us within 30 days of receiving your order. Products must be unopened, unused, and in their original packaging. 

Kindly note that return shipping fees are the responsibility of the customer. Unfortunately, we are unable to refund our original shipping charges. For full return instructions, please reach out to our Customer Support team.

We’re sorry to hear the product didn’t meet your expectations. Unfortunately, we’re unable to accept returns for used or opened items due to hygiene and safety regulations. 

We truly appreciate your understanding, and our team is here to help recommend products that may better suit your needs. For further assistance, kindly reach out to our Customer Support team. We’d be more than happy to help you.

We understand that customs fees can be unexpected. However, as these charges are determined by your country’s import regulations, they are the responsibility of the recipient. We're unable to cancel or refund orders due to customs fees. We recommend checking with your local customs office for more information before placing an international order.

If a package is refused by the recipient due to customs-related issues, such as refusal to pay import taxes or duties, failure to provide required documentation, or other related matters, please note that we will not be able to offer a refund or resend the package. We appreciate your understanding regarding this matter.