Copy of FAQs
General:
Do I need an account to place an order?
Yes.
I have forgotten my password: what should I do?
Go to “Forgot your password” on the sign in page and follow all the instructions for account recovery.
How do I receive Axone email updates?
Please sign up our newsletter for the latest update and promotion!
Product:
How do I know if THE PURE X SYSTEM and DYNAMIC SHIFTING SYSTEM fit me?
The fitting of the Pure X System is related to your chest width but not your height. After researching and testing over a period of time, we found that the pure x system is able to fit a larger range of body types. Dynamic Shifting System adjusts to fit different body build. The recommended shoulders width maximium 47 CM (18.5″).
Size guide, please click here
How do I place an order on your site?
Select your desired product & click the color you like, then add to cart, once your items are in the cart you are able to place your order.
If you need help, please email us: support@axonebags.com
Warranty
How to register my warranty?
If you purchase at our online shop, the product warranty will activate automatically. If purchased from an authorised re-seller, please take few simple steps to register your product.
Register here.
What is our Warranty policy?
2-Year Warranty for most of the Axone’s products when registering online. Small items normally come with 1 year-Warranty protection.
Under Warranty period
Upon product arrival, free repair or replacement for the faulty item due to workmanship and materials or any other warranty request. Please send details & photo reference via email support@axonebags.com, we will sort it out.
This warranty doesn't apply if the damage is caused by unreasonable use or neglect, normal wear and tear, or if you change your mind.
Every product comes with specific warranty period. Please check the hangtag or product page from our website www.axonebags.com
Out of Warranty period
If your product is “beyond warranty period”, we will suggest alternative, please email us for help.
Protect our planet
We have designed a long-lasting product to help environment, to reduce our carbon footprint and save the cost of delivery. Please consider repairing at your local bag repair service rather than send out for repair. If parts are available, we are pleased to supply them. The delivery cost to be covered by customer.
Please contact Axone Customer Service Advisors for assistance: support@axonebags.com
Tracking/Delivery
Do you ship internationally?
Yes, we offer worldwide shipping. Please click here to check.
Does the price include taxes & duties?
No, it does not include taxes & duties.
Depending on your location, you may be charged custom fees, VAT or sales tax. We cannot forecast the fee, set pre-pay, or lower the total value of goods. You will be responsible for any fees beyond usual order process.
We cannot mark orders as gifts or lower the invoice sales value.
We do not ship to P.O boxes or APO/FPO/DPO boxes.
How long does the delivery takes?
We will dispatch the product within 3 business days after order and payment confirmation. Orders will be shipped using various delivery services. The delivery time will vary a lot from country to country.
For UK orders:
7-10 business days
For Europe orders:
7-10 business days
For USA & Canada orders
14-20 business days
For Asia orders
3-7 business days
!! Pandemic period: Shipping times cannot be guaranteed; However, we will continue to update this page with the latest information we have available from our shipping partners.
Updated Sept 2021
How much is the Shipping?
We offer a flat rate to different countries. Shipping cost available at checkout. Click here to see the list of all the countries around the world that we can ship to.
How do I track my order?
An email with the tracking information will be sent within 1-2 days after dispatch. You may login to your account, click the Order Status to check too.
You are most welcome to get in touch with us via below email or message us via Facebook.
Facebook:
Customer service
Email: support@axonebags.com
We will dispatch the product within 2-3 days after order and payment confirmation. Orders will be shipped using various delivery services. The delivery time will vary a lot from country to country.
Environmental:
What is the packaging for AXONE's fulfillment?
We aim to find eco-friendly, sturdy and lowest cost packaging.
Axone product is packed into an inner box, then in an outer shipping box for better protection and hygiene reason. To reduce waste, we prefer minimal packaging & less printing color on recycle corrugated carton boxes.
Thank you for your great support.
Payment:
What payment methods do you accept?
Paypal, Apple Pay, Google Pay, Debit Card or Credit Card: Visa, Master, American Express
When will my card be charged?
We needs wait for the verification of your transaction with the bank. Usually within 24 hours after checkout.
Which currencies can I shop in?
At the moment we accept Euro, GBP, HKD and US dollar.
Return / Exchange:
How can I make changes to my AXONE order?
Simply email to support@axonebags.com within 24 hours. Be sure to include your order number and modification requests. Once we shipped out the product, you will be responsible for the return fees.
Can I cancel my order?
Yes, you can cancel your order within 14 days from the date on which you received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered. You will have to pay for the returned delivery cost and the restocking fee of USD10 will be deducted from your refund.
What is Axone’s returns policy?
You are entitled to cancel Your order within 14 days without giving any reason for doing so! Please check if the goods are fully complied with the “Conditions of Return”. You will have to pay for the returned delivery cost and the restocking fee of USD10 will be deducted from your refund.
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What is the Conditions of Return?
To be eligible for a return, please make sure that the Goods:
• were purchased in the last 14 days,
• in the original packaging
• attached with complete set of labels, hangtags.
• were not used or damaged
• Crowd funded, pre-order items sold at a discount cannot be returned or refunded.
• free from pet hair, grass, debris, dirt, etc. or they may be rejected or charged a 20% extra fee.
This return policy only applies to purchases from our official online store only. If you are looking to return an Axone product purchased from another retailer, please contact the retailer directly.
We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.
More information, please check here.
How do I return my item?
Step 1: Email
Please inform us via email support@axonebags.com Be sure to include your order information.
Step 2: Verification
After received our written confirmation & the address for return, please packed the product into the original packaging boxes. Make sure the complete set of labels, hangtags are attached to the products.
Step 3: Return
Last step is to notify us your tracking number by email.
Customer carries the risk of damage to the goods during the delivering process.
Step 4: Refund
If we confirmed your refund is eligible, we will be initial within 3 business days to the original payment method used in transaction.
We will reimburse you no later than 14 working days from the day on which we receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.
Shipping fee are non-refundable.
How do I package my item for return?
Please packed into the original packaging boxes, make sure the complete set of labels, hangtags are attached to the products.
Who will responsible for the freight charges for the Return?
You are responsible for the cost and risk of returning the Goods to Us.
We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt or order confirmation number of the Goods or proof of received return delivery.
How do I exchange my product?
If your product fulfilled our “Conditions of Return”, please contact us at: support@axonebags.com to initial the process.