FAQs

WILL I BE CHARGED TAX BY CUSTOM? 
All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your countries policy on this prior to ordering. Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.

However, most countries do not charge customs charges. Please do check with your countries policy. 

HOW DOES YOUR SHIPPING WORK?
GetBaxel.com works with manufacturers and artisans from China to source the best products at the best prices.  

This results in all our orders being shipped to you internationally. However we do ensure you can track our orders for your extra peace of mind.

Yet because your products are coming from so far away they often take 7-14 business days to be delivered. So do not worry if the product doesn't arrive the next day! Most of the time our product will arrive a lot quicker, but we want you to be aware this is out of our control.

This does mean we ship worldwide, so you can shop with us wherever you are.

WHERE DO YOU SHIP FROM?
We ship from our partnered factories located in China. So, please expect your items to be shipped separately (if you order more than one item) to ensure faster shipping. Big packages takes longer the ship.

WHEN WILL MY ORDER SHIP?
Due to high volume of orders we are receiving, please allow 3 - 7 working days of processing and production time for your order to ship out. Rest assured the team is doing everything they can to ship out as fast as possible. 

HOW LONG IS THE SHIPPING TIME?
U.S orders will be shipped via FedEx, USPS or DHL Express and International Orders will be shipped depending on the fulfillment center the product is from.

  • Average transit times to USA: 7-14 business days
  • Average Transit times to UK, AUS, CAN, EUR: 7-14 business days 
  • Average transit times to International: 12 - 25 business days 

While most packages will arrive on time, there may be circumstances and delays that our carriers may experience such as unforeseen weather, international public holidays, natural disasters, etc. For this reason, we do not guarantee the exact delivery time. 

Due to the high volume of orders we are receiving, your shipment may take longer than usual. Rest assured, we are working hard to get everything out ASAP. We know it may be frustrating to wait longer than expected for your order, but the one thing we don’t want to do is sacrifice the quality of our products. Thanks for understanding. Please feel free to reach out to us if you have further questions. 

I PLACED AN ORDER, WHERE IS MY TRACKING NUMBER?
Tracking will be available once your product is shipped. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products. With that, do expect few different tracking numbers if you have placed orders from different products. 

When you receive your tracking number via your email, you will be able to track your order on our website.

I ORDERED MORE THAN 1 ITEM, BUT ONLY RECEIVED 1.. WHERE'S THE REST OF MY ORDERS?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster as large packages usually takes longer. 

You may receive one item before the next. So don't panic if you don't receive all of your items at once they are on the way! 

CAN I CANCEL MY ORDER?
Yes, if you need to cancel your order,  please email us within 24 hours of placing your order and we will be happy to make cancellation.If your order has already been shipped we will not be able to cancel it. 

Please email us at support@getbaxel.com for changes request.

I HAVE ENTERED AN INCORRECT ADDRESS!
If you have provided wrong shipping information, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at support@getbaxel.com. If the address is wrong, we can correct this within 24 hours.

MY ITEM ARRIVED DAMAGED 
We do ship every item with extra care. Despite this, that are rare occasions where shipments are damaged during the transit process. We apologise in advance for any inconvenience caused.

If this happens to you, please drop us an email at support@getbaxel.com with:
    - Your order number.
    - A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.


WHAT IS YOUR REFUND POLICY?
We offer a 100% Satisfaction Guarantee within 30 days after you receive your items. Which means we will refund your money if you are for any reason not satisfied with your order within 30 calendar days after you receive your items.
However, customer will be responsible for paying return shipping costs, unless receiving damaged goods, we will issue a refund or replacement immediately. We want to provide a risk-free shopping experience and trust our customers to not take advantage of us on this offer.

In the unlikely event that your order hasn't arrived within 30 business days, please contact us and we will resend your order. Refunds & returns will not be processed after 60 days. Thanks for understanding!
I WOULD LIKE TO REFUND MY ITEM, WHAT SHOULD I DO?

Kindly follow the format given for refund process.

  1. Email us at support@getbaxel.com
  2. Subject title: [Order Number] - Returning item 
  3. Description for returning item 
  4. Attachment: Attach clear photos that shows the damage

We will get back to you within 24 hours.

Please note: We will apply a refund to the original method of payment within the next 24 hours if you are eligible. Crediting to your account could take up to 7 to 10 business days depending on your bank.

We reserve the right to refuse a refund if it has been over 30 calendar days since product was delivered or there’s evidence that the damage is due to regular use or in any way caused by the customer.


I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us at support@getbaxel.com and we will do our best to reply within 24 hours.