FAQ
I have a question or concern about _____________?
We encourage you to email us Info@axhen.com and we will respond within 24h or less. We also have an ✆ 1-877-820-0887 number however due to the large amount of calls you may get a faster response via email or chat. Phone support is available Mon-Fri 9am-5pm EST.
My Anime toy's arm/leg/foot/head fell off?
All parts (hands, arms, legs, feet and heads in some figures) are designed to be detachable in order to perform the best poses. They offer 16 points of articulation. In many cases they can detach and snap-on to the ball pegs. If you are unable to secure the parts back; please contact us for support
Are your products authentic?
We only sell authentic products offered directly from the manufacturer(s) that we have business relationships with
My item broke is there a warranty?
Please contact us with your order number and an explanation of what is wrong so we can assess what options we can offer you. We stand behand all the products that we sell. We are not responsible for items that are damaged due to wear and tear or rough play
Who is Motionrush ™?
Motionrush Media Labs, Inc.™ is the parent company of AXHEN as well as many other on and offline businesses
Where can I have my order delivered?
We currently ship to customers in the USA for free only - HI and PR as well as international shipments are calculated at checkout and will provide a rough estimate of delivery times.
How much will it cost to ship my order?
Shipping costs and timelines vary by region and the method of shipping selected. We currently offer FREE Standard and Paid Express shipping options for orders shipping within the United States. Shipping transit time is impacted by factors including distance, shipping method, route, and season. Once your order has shipped out from our warehouse, you will receive an email notification from AXHEN with tracking information for your package. Standard shipments may take up to 7-10 days
Do you ship to APO/FPO/DPO, or PO Box addresses?
We ship to all US territories and APO/FPO/DPO addresses. Orders shipped to PO Boxes are sent via USPS and Priority Mail. Unfortunately, we cannot offer express and/or overnight shipping for these addresses.
How will I know when my order has shipped?
Once your order has been shipped out from our warehouse, you will receive an email notification from AXHEN referencing the Order number (#) used and providing the tracking information for the shipment. Please be sure to check your email folders including the spam folder.
I received a shipping delay notification. Why is my order delayed?
Due to the international pandemic and freight crisis, our carriers are facing unprecedented delivery delays. We are doing our best to make sure our products get delivered to our warehouse as efficiently as possible so we can process your order within the timelines communicated on the product page listings. Occasionally however we may experience unforeseen delays. We apologize for any inconvenience this may cause.
My order is missing, what do I do?
If you selected Standard delivery at checkout, then your delivery may take up to 7-10 days from the date you received the tracking information. If you selected Express delivery, then it may take up to 3-5 days. If after this time you still have not received your order, please use the tracking information in your email to determine which shipping carrier was used to ship your order. Please contact the carrier first to track your shipment. Sometimes they are able to locate your shipment before we can. AXHEN is not responsible for delayed deliveries or lost shipments by third party carriers.
How do change my shipping address?
The shipping address for an order cannot be changed once the checkout process has been completed. You can add, modify, or update shipping addresses saved to your Account in the Account Settings menu in our store.
Can I change my shipping method?
The shipping method for an order cannot be changed once the checkout process has been completed. Please review your order carefully before placing an order.