Delivery Policy
Last updated: Apr 17th, 2026
This policy explains how AxisLumen prepares and ships orders, how delivery estimates are calculated, and how to contact us for assistance.
1. Order Processing
Order preparation times vary depending on the item, quantity, and confirmed requirements. The estimated preparation and dispatch time will be shown on the product page or confirmed with you in writing before payment.
The preparation estimate covers the period from payment confirmation until dispatch, unless a different schedule has been expressly agreed before purchase. For larger orders or orders requiring additional arrangements, we will confirm the applicable schedule with you before payment.
You may share preferences when placing your order. If a particular specification or requirement is essential to your purchase, please contact us before payment so we can confirm whether it can be accommodated. Requests beyond the listed product options require our written confirmation. Any resulting changes to specifications, price, or delivery timing require your approval before we proceed.
If we become aware of a significant change to your estimated dispatch time, we will contact you promptly with an updated estimate and discuss the available options.
2. Delivery Timeframes
We ship products from China to the United States and Canada.
Estimated standard delivery transit time: 15–30 business days after dispatch.
Your total estimated delivery time consists of the applicable order preparation period plus the transit time after dispatch. The transit estimate begins when your order is dispatched.
Business days exclude weekends and applicable public holidays. Delivery estimates may be affected by carrier schedules, customs clearance, destination, holidays, or other logistics conditions.
If you need an order by a particular date, please contact us before purchasing so we can discuss whether the required timing is achievable.
3. Shipping Fees
We offer complimentary standard shipping on orders delivered within the United States and Canada.
For standard deliveries, AxisLumen covers the shipping costs and applicable import duties and tariffs.
Any alternative delivery arrangements and related additional charges will be explained and agreed with you in writing before you place your order. Agreed charges will be included in the checkout total or written quotation before payment.
If a carrier or customs authority requests an unexpected shipping or import payment, please contact us before paying so we can investigate and assist you.
4. Shipping Confirmation and Tracking
Once your order has been dispatched, we will send a shipping confirmation email containing your tracking number, tracking link, and order details.
Tracking information may take a few days to activate while the carrier scans and registers the shipment. Updates may also be less frequent during international transit or transfers between carriers.
If tracking remains unavailable or you are concerned about your shipment’s progress, please contact us with your order number.
5. Delivery Responsibilities
Please provide a complete and accurate shipping address, email address, and contact telephone number when ordering.
If you need to correct your delivery details, contact us as soon as possible. Our ability to change an address depends on the order’s preparation and shipping status.
Larger lighting fixtures may require a delivery appointment or signature. Please respond to any carrier requests needed to arrange delivery.
6. Loss, Damage, or Delay
If your order has not arrived within the estimated delivery window, tracking appears to have stopped, or your shipment arrives damaged or incomplete, please contact us promptly.
To help us investigate, provide:
- Your order number
- A description of the issue
- Photos of the item, packaging, and shipping label, where relevant and available
For damaged shipments, please retain the packaging where reasonably possible while we assess the issue.
We will investigate with the carrier, keep you informed, and work with you toward an appropriate resolution. Depending on the circumstances, this may include replacement parts, a replacement item, or a refund.
Carrier or customs delays do not remove your right to contact us for assistance. If we cannot fulfill your order, we will notify you and provide a full refund.
For further information about product issues and authorized returns, please see our Return & Refund Policy. Nothing in this policy limits your applicable statutory rights.
7. Contact Us
For questions about delivery, tracking, or assistance with your shipment, please reach out to:
Email:
[email protected]
We are here to support you throughout the entire delivery process and ensure your experience is seamless and reassuring.
