Axtlan Shop FAQ
Axtlan Shop FAQ
Answers about products, digital downloads, shipping, refunds, payments, accounts, and official contact routes.
Store basics
What is the official Axtlan store?
The official store is Axtlan Shop. There you can find official merch and digital downloads.
Where can I see the full catalog?
You can browse the catalog through the collections or use the shop search.
How do I search for a product?
Use the search bar and terms like faction, product type, or artwork name.
How do I filter products?
Inside the collections, use the available filters by category, type, or variant.
How do I change the site language?
Use the store language selector. This FAQ section switches automatically with the active language.
How do I change country or currency?
Use the country or region selector in the shop to update currency, taxes, and availability.
Products and collections
What do you sell in Axtlan Shop?
We sell official made-to-order physical merchandise and downloadable digital products.
What is the Digital Artwork collection?
It is the collection for official downloadable digital artwork releases.
Do you also sell physical products?
Yes. The shop includes physical made-to-order items such as accessories and other official products.
Do you already have clothing or equipment?
The Equipment collection exists, but live availability depends on the current launch.
Will more products be added later?
Yes. The catalog expands through new collections, series, and future launches.
Is this official Axtlan merchandise?
Yes. The products in the official shop belong to the official Axtlan product line.
Digital products
How do I receive a digital purchase?
After payment, the digital product is delivered as a downloadable file through the order confirmation or the relevant product page.
Do digital products require shipping?
No. Digital products are delivered as files and do not require physical shipping.
Is the license personal-use only?
In general, yes, unless the product page explicitly states another license.
Can I use the artwork in a commercial project?
No, unless the product explicitly grants commercial use or you have a separate license. For licensing: contact@axtlan.mx.
Can I share the file with other people?
No. Digital downloads may not be resold, sublicensed, or redistributed.
I could not download my file. What should I do?
Check your order email, spam folder, and connection first. If the issue continues, write to shop@axtlan.mx with your order number and screenshots.
Are digital products refundable?
After digital delivery, they are generally non-refundable unless mandatory applicable law requires otherwise.
Physical products and shipping
Are physical products made to order?
Yes. Many physical items are only produced after the order is confirmed.
How long does production take?
Production time depends on product type, season, material availability, and the fulfillment partner.
Can one order arrive in multiple packages?
Yes. Orders with multiple items can ship separately and may have different tracking numbers.
When is tracking created?
Tracking appears when the carrier accepts the parcel and the shipping label or tracking number is generated.
My tracking is not updating. What should I do?
Write to shop@axtlan.mx with your order number and tracking details.
Do you ship to my country?
Availability depends on the destination country and logistics partner coverage. What appears at checkout is the current availability.
Do I have to pay customs or import fees?
International orders may be subject to customs duties, import taxes, or related fees usually paid by the recipient.
I entered the wrong address. What happens?
If the parcel is returned because of an incomplete or incorrect address, reshipment may require an extra payment.
Refunds and claims
Where can I read the shipping policy?
You can find it at Shipping Policy.
Where can I read the refund policy?
You can find it at Return & Refund Policy.
Which email should I use for claims or refund requests?
Write to shop@axtlan.mx with your order number, purchase channel, and evidence.
How long do I have to report a defect?
For physical products, damage, defects, or misprints should normally be reported within 30 days after delivery.
What evidence do you need for physical damage?
Clear photos of the product, packaging, and shipping label.
Do you accept returns for change of mind?
For made-to-order items, returns for preference, wrong size, or change of mind are generally not accepted unless mandatory law requires otherwise.
What happens if the item arrives misprinted or defective?
The normal remedy path is replacement or reprint first, then refund if that is not feasible.
How long does an approved refund take?
After approval, it is normally issued within up to 10 business days, although banks may take longer to post it.
Payments, account, and access
Which payment methods do you accept?
That depends on region and checkout, but it may include card, PayPal, Apple Pay, Google Pay, and Shop Pay.
Can I buy as a guest?
Yes. You can usually complete checkout without creating an account.
Why should I create an account?
An account helps with order history, order status, and support.
How do I log in?
Use the shop login option. Depending on the active system, access may use an email code and/or Shop.
I am not receiving the login code. What should I do?
Check spam, promotions, and whether the entered email address is correct.
Where can I read the terms and privacy information?
You can find them in the store footer, for example at Privacy Policy.
Company and contacts
Who operates Axtlan Shop?
Axtlan Shop is operated by Olmteka S.A.S. de C.V. in Mexico. Axtlan is the public-facing brand of this shop.
What is the legal company name and tax ID?
The legal entity is Olmteka S.A.S. de C.V., RFC OLM2108021T9.
Where is the company registered?
Registered address: Blvd. Bernardo Quintana Arrioja 7001, 76090 Querétaro, Qro., Mexico.
How do I contact store support?
For orders, payments, shipping, or issues: shop@axtlan.mx.
How do I contact the company in general?
General contact: contact@axtlan.mx.
Do you have a contact for collaborations or licensing?
Yes. For artistic collaborations or licensing: contact@axtlan.mx.