Shipping policy
At AXIS-Y, we are committed to ensuring that your order is processed, shipped, and delivered with care and transparency. Please review our shipping policy below for important details regarding order processing, delivery, and customer responsibilities.
1. Order Processing Time
Orders are processed within 1–3 business days (excluding weekends and public holidays).
Orders placed after 9:30AM KST will begin processing on the next business day.
You will receive an order confirmation email after purchase, followed by a shipment notification with a tracking number once your order has been shipped.
Any delays due to inventory availability, suspected fraudulent activity, or other issues will be communicated promptly by our Customer Support team.
2. Order Cancellation & Modification
If you wish to cancel or modify an order, please contact our Customer Support team as soon as possible with your full name and order number.
*For US orders fulfilled by Amazon, please note that once an order has been placed, it is processed directly by the Amazon fulfillment center. As a result, we are unable to accommodate cancellation or modification requests for these orders.
For all other orders, cancellations or modifications are only possible before your package leaves our warehouse. Due to this short window, please note that we cannot guarantee successful cancellation of your order.
To cancel your order, we kindly ask that you contact our Customer Support team as soon as possible with the subject line: “CANCELLATION.”
Please include your full name, order number, and the email address used to place the order to help us locate your order promptly and avoid any delays.
If you wish to add additional items to your order, any additional cost will be the responsibility of the customer.
Incorrect orders due to customer input errors may not be eligible for cancellation or modification once processed.
If your order has already been shipped, please refer to our Refund Policy.
3. Order Tracking
Once your package is shipped, you will receive a tracking number via email.
Please allow up to 48 hours for tracking information to be updated.
DHL orders can be tracked via the DHL tracking page.
K-Packet orders can be tracked using the Korea EMS Tracking system.
4. Customs, Duties, & Taxes
All international orders may be subject to customs duties, taxes, and import fees, which are determined by your local customs authority.
AXIS-Y is not responsible for any of these charges. These must be paid by the recipient upon delivery.
We are unable to estimate or reimburse any customs-related charges. For more details, please contact your local customs office.
If an order is refused by the recipient due to customs issues (e.g., failure to pay fees, refusal to submit documents), AXIS-Y will not issue a refund.
5. Shipping Restrictions
Shipping availability is subject to international courier regulations and may be restricted in some regions.
If your country is not listed at checkout, please contact our Customer Support team, and we will do our best to assist or offer alternative purchasing options.
International shipping is available to 39 countries and territories. Please see our International Shipping Coverage section below for full details.
6. Shipping to the US
Most orders to the United States are fulfilled by Amazon, reducing delivery time to only 2–3 days.
Orders shipped via Amazon are exempt from customs taxes and benefit from a reduced shipping fee compared to international shipping from Korea.
Please note that only products listed on Amazon are eligible for Amazon fulfillment.
Orders containing special sets or products unavailable on Amazon will be shipped from Korea instead (estimated delivery: 11–15 business days).
If your order combines Amazon-eligible with special sets or products unavailable on Amazon, your order will be fulfilled entirely from Korea.
7. Missing, Delayed, or Returned Orders
Delayed or Missing Orders
If your order has not arrived within the expected delivery timeframe, please contact our Customer Support team with your order number so we may assist you promptly.
Packages Returned to Sender
If your package is returned due to customer error (e.g., incorrect address, failure to claim), we can resend your package for an additional shipping fee.
If the package is returned due to courier or customs error, please contact us and we will review the case to assist accordingly.
Refunds are not issued for returned packages due to customer error.
8. International Shipping Coverage
We currently offer shipping to the following countries and territories:
Australia, Austria, Bangladesh, Belgium, Cambodia, Canada, Cyprus, Denmark, Finland, France, Germany, India, Indonesia, Ireland, Italy, Japan, Kuwait, Malaysia, Netherlands, New Zealand, Norway, Pakistan, Philippines, Poland, Romania, Singapore, Sweden, Switzerland, Taiwan, Thailand, UAE, UK, USA, Vietnam.
If your country is not listed, please reach out to us with your full name and shipping address. We’d be happy to help explore alternative purchasing options or connect you with a regional partner.
9. Customer Support
For any shipping-related inquiries, order concerns, or assistance, please contact our Customer Support team.