Shipping policy
At AXIS-Y Malaysia, 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 1–2 business days (excluding weekends and public holidays).
Orders placed after 2PM 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 email or via chat
2. Order Cancellation & Modification
If you wish to cancel or modify an order, please contact our team at info@axisy.com.my as soon as possible with your full name and order number.
We cannot cancel orders once they have been shipped. If your order has already left our warehouse, please refer to our Refund & Return Policy.
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.
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.
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 Malaysia 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 us at info@axisy.com.my, and we will do our best to assist or offer alternative purchasing options.
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 info@axisy.com.my 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 at info@axisy.com.my