Frequently Asked Questions
Welcome to the Axionetra FAQ page. Here you can find answers to the most common questions about ordering, customization, shipping, returns and more. If you cannot find the answer you need, please contact us at official@axionetra.com.

1. Order & Customization

• How long does it take to process my order?
For in-stock items, orders are packed and dispatched within 2-3 business days after payment is confirmed. For personalized/custom items, production and quality inspection take 5-7 business days before shipment. Processing time may be extended by 1-2 business days during holidays and peak sales periods.

• Can I modify or cancel my order after payment?
Standard orders can be modified or cancelled before entering processing. For custom/personalized orders, changes and cancellations are only accepted before production starts. Once production has begun, the order can no longer be changed, cancelled or refunded. If you need to adjust your order, please contact us as soon as possible.

• What kind of customization do you support?
We support custom text, names, numbers, logos, graphics and printed designs on our apparel products. You can submit your design requirements on the product page. Please ensure your custom content does not infringe any third-party intellectual property rights or violate relevant laws.

• Will my custom design be reviewed before production?
All valid orders will be arranged for production normally. If your custom content has issues (such as copyright infringement or inappropriate content), we will contact you via email within 1-2 business days to confirm adjustments. We reserve the right to refuse inappropriate customization requests.

2. Shipping & Delivery

• Where do orders ship from?
All orders are shipped from our warehouse in China. Authorized cross-border logistics providers handle international line-haul transportation and destination customs clearance. After arrival, local mainstream postal/courier services (such as USPS, Canada Post, Australia Post, etc.) complete the last-mile delivery within the destination country.

• Which countries do you ship to?
We ship to major countries and regions worldwide, including but not limited to the United States, Canada, Australia, European countries, Israel and Brazil. You can check if your location is supported at checkout.

• How long does delivery take?
Total delivery time includes processing, international line-haul, customs clearance and last-mile delivery:
○ United States & Canada: 10-20 business days
○ Major European countries: 12-25 business days
○ Australia & New Zealand: 12-22 business days
○ Israel, Brazil and other regions: 15-30 business days
Delivery times are estimates only and may be affected by customs, extreme weather or carrier delays.

• How do I track my package?
Once your order is dispatched, a shipping confirmation email with a full tracking number will be sent to your checkout email.
You may check real-time delivery status through the following channels:
○ All global orders: Track end-to-end status via 17TRACK: https://www.17track.net
○ US orders (USPS last-mile): Track directly via USPS official site: https://www.usps.com
Please allow 2–3 business days for tracking information to update after the package is handed over to the local carrier.

• Do I need to pay customs duties or import taxes?
For international orders, import duties, VAT or other fees may be charged according to your local customs regulations. These charges are determined by your local customs authority and are the responsibility of the customer. We recommend checking your local customs policies before placing an order.

3. Returns & Refunds

• What is your return policy?
We accept return requests for eligible standard items within 14 days of delivery. Items must be unused, unworn, unwashed and in original resellable condition. Custom/personalized items are not eligible for return unless they arrive damaged, defective or incorrectly made.

• What should I do if I receive a damaged or wrong item?
Please contact us at official@axionetra.com within 7 days of delivery, and provide your order number, clear photos of the issue and the outer package. After verification, we will provide a suitable solution, such as free replacement, partial refund or full refund. For minor quality issues, we recommend partial refund to save cross-border shipping time and costs.

• How long does it take to receive a refund?
Once we receive and verify the returned item, your refund will be processed to your original payment method within 3-5 business days. The actual time for the refund to appear in your account depends on your bank or payment provider's processing rules.

• Who pays for return shipping?
If the return is caused by our fault (damaged goods, defective items, wrong items/sizes), we will cover the return shipping cost. If the return is requested for personal reasons, the customer is responsible for all return shipping fees and related customs charges.

4. Payment & Security

• What payment methods do you accept?
We support two official secure payment gateways: PayPal and Stripe. Available payment methods include:
○ PayPal account balance payments
○ Major credit and debit cards: Visa, MasterCard, American Express, Discover
○ Google Pay quick checkout
All transactions are processed through bank-level encrypted channels to ensure payment security.

• Is my payment information safe?
We never store or collect your full payment card numbers, account passwords or other sensitive payment data on our own servers. All sensitive payment information is directly submitted to and processed by PayPal and Stripe, in strict compliance with PCI DSS global data security standards and industry privacy regulations.

• Is my personal information protected?
We take strict security measures to protect your personal information. We only collect necessary information for order processing and customer service, and will never sell or disclose your personal data to third parties for commercial purposes. You can refer to our Privacy Policy for more details.

5. General Questions

• How can I contact customer service?
You can reach our customer service team via email at official@axionetra.com. We strive to respond to all inquiries within 1-2 business days. Please include your order number for faster assistance if your question is about an existing order.

• Who operates the Axionetra website?
The Axionetra brand and website are owned and operated by Yiwu Hengrun Trading Firm, a legally registered business entity based in Yiwu, China.