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Awaiting Order Arrival

How long does shipping take?

Standard shipping is 3-5 business days. Free express shipping (1-2 days) on orders $99+. Free standard shipping on orders $50+. Exact times shown at checkout.

Can I track my order in real-time?

Yes. You'll receive a tracking link via email once your order ships. Track anytime via your Axenly account or the link provided.

What if my order is delayed?

If your order doesn't arrive within the promised window, contact us immediately at [email protected] or call (505) 285-5028. We'll investigate and provide a solution—reshipment or refund.

Is my package insured?

All Axenly shipments are insured. If your package arrives damaged, photograph it and contact us within 24 hours. We'll replace it at no cost.

Can I change my delivery address after ordering?

If your order hasn't shipped yet (check your tracking), contact support immediately. We'll attempt to redirect it. If already shipped, it may need to be returned and reshipped.

Ordering & Payment

What payment methods does Axenly accept?

We accept all major credit/debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and buy-now-pay-later options. All payments are encrypted and secure.

Why was my order declined?

Common reasons: incorrect card details, insufficient funds, or security flags. Verify your information and try again. Still having issues? Call us at (505) 285-5028 and we'll help manually.

Can I pay in installments?

Yes. Orders over $300 qualify for flexible payment plans (3, 6, or 12 months) at checkout. Rates vary—check the payment breakdown before confirming.

Is my payment information safe?

Absolutely. Axenly uses industry-standard SSL encryption and PCI compliance. We never store your full card details. Your data is protected.

Can I use a coupon or promo code at checkout?

Yes. Enter your code in the "Promo Code" field at checkout. Not all codes apply to all products. If it doesn't work, it may have expired or have category restrictions.

After sales

Do you offer product warranties?

All Axenly products come with manufacturer's warranty (usually 1-2 years). Extended warranties available at checkout for high-value items. Check your receipt for warranty details.

How do I contact support after purchase?

Chat, email, or call anytime. Live chat: axenly.us/support | Email: [email protected] | Phone: (505) 285-5028 (24/7). We're here to help.

What if my product stops working within warranty?

Contact us immediately with proof of purchase. We'll troubleshoot, arrange repair, or send a replacement—no cost to you during the warranty period.

Can I get technical support for setup/installation?

Yes. Our experts can guide you via chat, email, or phone for setup questions. For complex issues, we can arrange technician support (fees may apply).

Do you provide product manuals or guides?

Yes. Manuals come with your product. Digital versions available via your Axenly account or the manufacturer's website. Need clarification? Our team can explain anything.

Refund

What is Axenly's return policy?

60-day hassle-free returns on most products. Item must be unused/unopened (or like-new condition for opened items). Refunds processed within 5-7 business days of return receipt.

How do I initiate a return?

Log into your Axenly account → Orders → Select item → Click "Return" → Choose reason → Print prepaid shipping label → Drop at any location. Returns are free.

When will I get my refund?

After we receive and inspect your return (usually 2-3 days), refunds process in 5-7 business days to your original payment method. You'll get email confirmation at each step.

What if my item arrived damaged—do I still pay return shipping?

No. Damaged items qualify for free return shipping. We also offer immediate replacement without requiring the damaged item back in most cases.

Are opened/used items eligible for return?

It depends. Electronics: if unopened/unused, full refund. If opened but unused, 10% restocking fee may apply. Appliances: if like-new condition with original packaging, usually accepted. Contact us for specifics on your item.