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FAQ’s

Most frequently asked questions

SHIPPING & DELIVERY

Q1: WHERE IS MY PACKAGE?

A1: We totally understand your frustration when you are not able to find your package. Please check your email or messenger (depending on how you complete the purchase) to see if there’s a tracking number provided. It usually takes 24-48 hours for the system to update the tracking number for you after we prepare the shipment. If you did find your tracking number, please check the carrier tracking site with the most up to date status! If it’s delivered but you still can’t find it? Look around to check if the package were delivered to the apartment office, locker, neighbors door, etc. If you did all the above but still can’t retrieve your package, please email us at customerservice@axiniu.co.

Q2: HOW FAST IS FREE SHIPPING?

A2: We offer free shipping for the qualified orders and your order should arrive within 6-12 days.

Q3: I MADE A MISTAKE ON THE SHIPPING INFORMATION AT CHECKOUT. HOW DO I CHANGE THAT?

A3: Whoops, it happens! We can definitely try our best to help you change the shipping information before the order shipped out. If the order has been shipped, please contact the location you mistakenly put to see if they can forward the shipment to you. Please email us at customerservice@axiniu.co as soon as possible so we can help in a timely manner.

ORDER QUESTIONS

Q4: WHAT IS MY ORDER NUMBER?

A4: Once we receive your order, we will send you an email or a text confirmation depending on which one you selected at checkout.

Q5: WHAT IS THE STATUS OF MY ORDER?

A5: Please find your order confirmation email or text to check the status of your order by clicking the link provided. If you still have any questions or concerns about the status of your order, please contact us by emailing customerservice@axiniu.co.

Q6: CAN I CANCEL OR CHANGE THE ITEMS IN MY ORDER?

A6: We do our best to fulfill orders as quickly as possible, but if you need to adjust or cancel your order, please contact us at customerservice@axiniu.co at your earliest convenience. If we couldn’t cancel or adjust your order in time, please return the delivery to the sender and let us know via email so we can assist you!

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