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FAQS
Ordering & Customization
How do I place an order?
To place an order, choose the product you want, select the size or style, upload your image if required, and click Add to Cart.
Then go to checkout and complete your payment.
After your order is placed, you will receive an order confirmation email with your order details.
How do I customize my product?
You can upload your image directly on the product page before placing your order.
For the best printing result, please upload a clear, high-resolution image.
If your image needs slight cropping to fit the product size, we will carefully adjust it before production.
What kind of image should I upload?
For the best result, please upload a clear image in JPG, PNG, or similar format.
We recommend avoiding blurry, dark, low-resolution, or heavily compressed images.
Please make sure you have the legal right to use the image you upload.
Can I change my image after placing an order?
If you need to change your image, shipping address, or order details, please contact us within 12 hours after placing your order.
Because each product is custom-made, changes may not be possible once production has started.
Contact us at:
Can I cancel my order?
You may request cancellation within 12 hours after placing your order.
Once your custom product has entered production, cancellation may no longer be possible because the item is made specifically for you.
Products
What products does AXOGLASS offer?
AXOGLASS offers custom tempered glass products, including:
Custom glass mouse pads
Custom tempered glass wall art
Custom glass trading cardsSingle-sided and double-sided glass cards
Each product is made with your uploaded image and designed for a premium display experience.
Are AXOGLASS products made from real glass?
Yes. Our products are made from tempered glass with polished edges and a premium glass finish.
Depending on the product, the glass may have a glossy surface, micro-etched surface, or slight translucent edge effect.
Are the edges smooth?
Yes. Our glass products are designed with smooth polished edges for a refined look and comfortable touch.
Is the image printed on the surface?
For most AXOGLASS products, the image is printed beneath the glass surface or on the bottom side of the glass.
This helps create a clean glass look and helps protect the printed image during everyday use.
Are wall-mounting accessories included with glass wall art?
No. Wall-mounting hardware is not included.
Please purchase suitable wall-mounting accessories separately based on your wall type and installation needs.
Shipping & Delivery
Do you offer free shipping?
Yes. We offer free standard shipping to the United States、Canada、Singapore.
There are no extra standard shipping charges at checkout unless otherwise clearly stated.
Are duties and taxes included?
For orders shipped to the United States、Canada、Singapore, applicable import duties and taxes are covered by AXOGLASS where required.
Customers will not be charged additional customs duties by AXOGLASS after checkout.
How long does it take to receive my order?
Custom products usually take 3–5 business days to make after your order and image file are confirmed.
After production is completed, U.S. shipping usually takes around 7–12 business days, depending on the carrier and delivery location.
Total estimated delivery time is usually 10–17 business days after order confirmation.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number.
You can use this tracking number to check the delivery status of your package.
Why has my tracking information not updated?
Tracking information may take a few days to update after the package has been shipped.
If your tracking has not updated for several days, please contact us at axoglass@outlook.com, and we will help check the status for you.
Payment
What payment methods do you accept?
We accept major payment methods available at checkout, such as credit cards and other secure payment options supported by Shopify.
Available payment methods may vary depending on your location and checkout settings.
Is my payment secure?
Yes. Payments are processed through secure Shopify checkout and trusted payment providers.
Your payment information is encrypted and protected during checkout.
How do I use a discount code?
You can enter your discount code during checkout.
Please make sure to click Apply before completing your order so the discount can be reflected in your total.
Returns, Replacements & Issues
What if my item arrives damaged?
If your item arrives damaged, please contact us within 14 days of delivery.
Please include:
Your order number
Clear photos of the damaged product
Clear photos of the packaging
Once verified, we will help arrange a replacement, refund, return, or another suitable solution.
Contact us at:
What if I receive the wrong item?
If you receive the wrong product, please contact us within 14 days of delivery with your order number and clear photos of the item you received.
After verification, we will help resolve the issue as quickly as possible.
What if my product has a production issue?
If your product has a verified production issue, such as a clear printing error, incorrect size, or incorrect customization caused during production, please contact us within 14 days of delivery.
Please include your order number, product photos, and a short description of the issue.
Once reviewed, we will help provide a suitable solution.
Can I return a custom product?
Because each AXOGLASS product is custom-made with your uploaded image, returns for personal preference, wrong image uploads, low-resolution images, or incorrect order details provided by the customer may be limited.
However, we will still review your request and may offer a suitable solution depending on the order status and product condition.
If your item arrives damaged, defective, misprinted, or incorrect, please contact us within 14 days of delivery, and we will help resolve the issue.
What if I uploaded the wrong image?
Please contact us within 12 hours after placing your order.
If production has not started, we will do our best to update the image for you.
Once production begins, we may not be able to make changes.
Account & Privacy
Do I need an account to place an order?
No. You can place an order as a guest through Shopify checkout.
Is my personal information kept private?
We use your personal information to process your order, arrange shipping, provide customer service, improve our website, and support related business operations described in our Privacy Policy.
For custom orders, uploaded images and design files are used to prepare, produce, fulfill, and support your order.
You can review our Privacy Policy and Your Privacy Choices page for more details about how your information is used and how to exercise your privacy rights.
How long do you keep uploaded images?
To provide after-sales support, handle remake requests, resolve disputes, and verify order details, AXOGLASS may retain uploaded images, design files, and production records for up to 12 months after the order is completed.
You may contact us at axoglass@outlook.com to request deletion of your uploaded image or design file, unless we need to retain certain order-related records for legal, tax, fraud prevention, payment dispute, or business record purposes.
Contact Us
How can I contact AXOGLASS?
For order questions, customization help, shipping updates, or product issues, please contact us at:
We usually respond within 24 hours on business days.
