FREQUENTLY ASKED QUESTIONS
ABOUT AXIVELLY
What does Axivelly sell?
Axivelly primarily offers Christmas gifts and related seasonal products. The selection may change according to stock and seasonal demand.
Who operates Axivelly?
Axivelly is operated by Hainan Xinyuanxin Internet Technology Co., Ltd.
ORDERING
How do I know whether my order was received?
An order confirmation is normally sent to the email address provided at checkout. Check your spam folder if you do not see it. If it is still missing, contact service@axivelly.com with your name and checkout details.
Can I change or cancel my order?
Contact us as soon as possible. We will try to accommodate the request, but processing may begin quickly and changes or cancellations are not guaranteed. A request is effective only after written confirmation. Dispatched orders are normally handled through the Return & Refund Policy.
Can I change my delivery address?
Send the correct address immediately. We cannot guarantee a change after processing or dispatch begins. Customers are responsible for reviewing address details before ordering.
Why was my order canceled?
Possible reasons include unavailability, unsuccessful payment verification, an undeliverable address, a pricing or technical error, suspected fraud, or a legal or shipping restriction. If we cancel a paid order, we will issue the appropriate refund.
SHIPPING
How long does processing take?
Orders generally require 1–3 business days before dispatch. Business days exclude weekends and applicable public holidays.
What are the shipping options?
Standard Shipping: $5.99 USD; estimated transit time 7–12 business days.
Express Shipping: $11.19 USD; estimated transit time 3–7 business days.
Free Standard Shipping: free for eligible orders of $55.00 USD or more; estimated transit time 7–12 business days.
Transit time begins after processing and dispatch.
Will my order arrive before Christmas?
Axivelly does not guarantee delivery before Christmas or another date unless an individual written guarantee is expressly provided. Processing and transit periods are estimates, so order early for an event.
How do I qualify for free shipping?
Eligible orders of $55.00 USD or more may receive free Standard Shipping. Final eligibility is shown at checkout and may depend on order value, discounts, products, and destination.
Where does Axivelly ship?
Available destinations appear at checkout. If checkout does not accept an address or display a method, delivery may not currently be available there.
Will I receive tracking?
Where available, tracking is sent to the email address used for the order. It may take time to update after dispatch.
Will I pay customs duties or import taxes?
International parcels may be subject to duties, taxes, brokerage charges, or local fees. Unless checkout states they are included, the recipient may be responsible.
What if tracking says delivered but I cannot find the parcel?
Check the delivery area, household members, neighbors, building reception, and carrier notices. Contact the carrier using the tracking number. If it remains missing, email us with the order number.
RETURNS AND REFUNDS
How long do I have to request a return?
For an eligible product, contact us within 14 calendar days after delivery.
How do I begin a return?
Email service@axivelly.com with the order number, item, reason, and photographs or video if relevant. Wait for authorization and instructions. The business contact address is not automatically the return address.
Who pays return shipping?
For a verified defect, shipping damage, incorrect item, or another Axivelly error, we cover reasonable costs where required. For a change-of-mind return, the customer is generally responsible unless law provides otherwise.
Can a personalized gift be returned?
Eligibility is assessed according to the product, condition, personalization stage, reason, and applicable law. Personalized items are not automatically excluded from remedies for defects, damage, incorrect supply, or material misdescription.
How long does a refund take?
After an authorized return is received, inspected, and approved, we normally issue the refund to the original payment method within 5–10 business days. The payment provider may need additional time to display it.
Can I exchange an item?
Contact us to check availability. Because Christmas products may sell out quickly, we may ask you to return the original and place a new order instead of arranging a direct exchange.
What if my item arrives damaged or incorrect?
Retain the product and packaging. Email us promptly with the order number and clear photographs of the item, shipping label, outer package, and internal packaging. Depending on the circumstances and law, the remedy may include replacement, reshipment, repair, partial refund, or full refund.
PRODUCT INFORMATION
Will the product look exactly like the image?
We aim for accuracy, but screen settings, lighting, materials, and manufacturing may cause minor variations in color, texture, or finish. Review the description and dimensions before ordering.
Does Axivelly claim product certifications?
Axivelly does not make a certification or endorsement claim unless it is expressly stated and supported on the relevant product page.
PRIVACY AND SUPPORT
How does Axivelly use my information?
We use information to operate the store, process and deliver orders, provide support, prevent fraud, meet legal obligations, and perform other activities described in the Privacy Policy.
How do I exercise a privacy right?
Email service@axivelly.com and describe the request. Depending on location, you may have rights to access, correct, delete, restrict, object to, or obtain a copy of personal information. Identity verification may be required.
How can I contact Axivelly?
Brand: Axivelly
Company: Hainan Xinyuanxin Internet Technology Co., Ltd.
Email: service@axivelly.com
Telephone: 0898-66828780
Address: Room 2168, 21st Floor, Haitian Pavilion, Banshan Garden, No. 1 Jinmao Middle Road, Jinmao Subdistrict, Longhua District, Haikou City, Hainan Province, China
Postal Code: 570125