Merch Shop FAQ
Have a question about your 13 Axes online order?
If you can't find the answer below, get in touch and we'd be happy to help you out!
Delivery
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When will I get my order?
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Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out.
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The shipping time depends on your location, but can be estimated as follows:
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Australia: 2–14 business days
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USA: 3–4 business days
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Europe: 6–8 business days
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Japan: 4–8 business days
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International: 10–20 business days
Where will my order ship from?
Orders ship from 13 Axes Cleveland
Will I be charged customs for my order?
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An additional customs and tax fee can occur on international orders.
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This fee is not in our control and is assessed by your local customs office.
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Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
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Before getting in touch with us, please help us out by doing the following:
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Check your shipping confirmation email for any mistakes in the delivery address.
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Ask your local post office if they have your package.
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Stop by your neighbours in case the courier left the package with them
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If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at 13 Axes Online Store Support with your order number.
How are your products made?
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13 Axes hold limited stock of various designs of apparel, This means that we hold minimum stock and some items included in your orders are produced to order.
How do I track my order?
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You’ll receive a tracking link via email when your order ships out.
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If you have any questions about your tracking or shipment, drop us a line at 13 Axes Online Store Support
I received a wrong/damaged product, what should I do?
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We’re so sorry if the product you ordered arrived damaged.
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To help us resolve this for you quickly, please email us at 13 Axes Online Store Support within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.
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We’ll get back to you with a resolution as soon as possible!
I received a wrong/damaged product, what should I do?
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We’re so sorry if the product you ordered arrived damaged.
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To help us resolve this for you quickly, please email us at 13 Axes Online Store Support within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order.
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We’ll get back to you with a resolution as soon as possible!
Returns
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We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at 13 Axes Online Store Support!
Do you offer refunds?
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Refunds are only offered to customers that receive the wrong items or damaged items.
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If any of these apply, please contact us at 13 Axes Online Store Support with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/colour?
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Currently, we don't offer exchanges.
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If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section.
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Though rare, it's possible that an item you ordered was mislabelled.
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If that’s the case, please let us know at 13 Axes Online Store Support within a week after receiving your order.
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Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!
