Shipping policy
Last updated: 27 April 2026
This Shipping Policy applies only to physical products, print-on-demand items, merchandise, physical prints, accessories, and other shippable goods sold through Axtlan Shop.
Services, digital products, downloadable products, and music do not require physical shipping.
Axtlan Shop is operated by Olmteka S.A.S. de C.V. in Mexico.
Provider / Legal Operator
Olmteka S.A.S. de C.V.
RFC: OLM2108021T9
Blvd. Bernardo Quintana Arrioja 7001
Santiago de Querétaro, QRO, 76090
Mexico
Shipping Support
For Axtlan Shop shipping questions, tracking issues, delivery problems, damaged items, missing packages, or product-support requests, contact:
1. Scope and Platform Workflows
This policy covers the shipping of physical products fulfilled through Axtlan Shop’s fulfillment partners and shipped through third-party carriers.
If you purchase through a third-party platform, marketplace, social-commerce channel, or external checkout that requires a specific shipping, dispute, cancellation, or claim workflow, that platform workflow controls the process steps and timelines. This policy still states Axtlan Shop’s shipping position to the maximum extent allowed by law.
2. Order Flow and Status
Typical physical order stages are:
- Order confirmed.
- Processing.
- Production or fulfillment preparation.
- Shipped.
- Delivered.
Tracking is usually issued when the carrier accepts the package and a shipping label or tracking number is generated. Tracking availability may vary by destination, carrier, order value, fulfillment partner, and platform constraints.
3. Split Shipments
If an order contains multiple products, items may ship separately, including from different production facilities or fulfillment partners. You may receive multiple tracking numbers and different delivery dates.
4. Production and Handling Time
Physical products may be produced on demand before shipment. Production time is separate from carrier transit time.
Production and handling times may vary by product type, seasonality, blank-product availability, fulfillment partner capacity, quality-control checks, replacement/reprint needs, and platform workflow requirements.
Estimated production, handling, shipping method, and delivery information is shown at checkout where available before payment.
5. Shipping Times and Delivery Estimates
Shipping times are estimates provided by carriers, fulfillment partners, Shopify settings, or platform checkout systems.
Axtlan Shop does not guarantee delivery dates unless expressly stated in writing or required by mandatory law.
If no specific shipping time is displayed at checkout, Axtlan Shop aims to ship physical products within a commercially reasonable period and, where applicable, within legally required timeframes.
Carrier delays, customs processing, weather, local disruptions, force majeure, holidays, fulfillment capacity, incorrect addresses, or platform-controlled workflows may affect delivery estimates.
6. Shipping Destinations
Shipping availability depends on destination, product type, fulfillment partner coverage, carrier availability, platform rules, and legal restrictions.
Available destinations are shown at checkout. Axtlan Shop may not ship to locations restricted by law, carrier policy, fulfillment partner limitations, platform rules, or operational constraints.
7. Shipping Rates
Shipping rates are displayed at checkout before payment.
Rates may depend on:
- destination country or region;
- shipping address;
- product type;
- order value;
- product weight or size;
- active Shopify shipping profile;
- carrier service;
- fulfillment location;
- platform or marketplace rules.
If a third-party marketplace, social-commerce channel, or external platform controls checkout, the shipping options, rates, taxes, and delivery estimates displayed by that platform at checkout apply.
8. Carriers
Carriers vary by destination and may include postal services, private courier networks, fulfillment-partner carrier selections, or platform-selected shipping services.
Carrier selection may be automatic based on route, cost, speed, availability, service level, destination, and fulfillment partner requirements.
9. Taxes, Duties, Customs, and International Fees
Sales tax, VAT, or similar taxes may be collected at checkout depending on destination and sales channel.
For international shipments, customs duties, import taxes, brokerage fees, customs handling fees, and related charges may apply and are generally the responsibility of the recipient unless stated otherwise at checkout.
Customs processing times are outside Axtlan Shop’s control and may affect delivery estimates.
10. Delivery Standard and Proof of Delivery
A shipment is generally treated as delivered when the carrier records a “delivered” scan to the address provided at checkout, or when equivalent proof of delivery exists under the carrier’s system.
Nothing in this policy limits non-waivable consumer rights. Where mandatory law requires a different risk-transfer rule, mandatory law prevails for that transaction.
11. Address Accuracy and Address Changes
Customers are responsible for providing a complete and accurate delivery address, including unit numbers, postal codes, building details, phone number if required by the carrier, and any necessary delivery instructions.
Address corrections may be possible before shipment but are not guaranteed once processing, production, or fulfillment begins.
Once an order has shipped, address changes are subject to carrier capabilities and may not be possible.
12. Invalid, Incomplete, or Undeliverable Addresses
Orders returned because of an incorrect, incomplete, or undeliverable address may require reshipment at the customer’s expense unless the issue resulted from Axtlan Shop’s error.
If reshipment is not possible, refund eligibility depends on product type, platform rules, fulfillment partner rules, and mandatory law.
13. Returned to Sender, Refused, or Unclaimed Packages
If a package is returned to sender because of refusal, unclaimed delivery, repeated failed delivery attempts, or address issues not caused by Axtlan Shop, the order may be treated as fulfilled.
Where feasible, Axtlan Shop may offer reshipment. Reshipment costs, including shipping and any carrier return fees, may be the customer’s responsibility.
Because some physical products are produced on demand, refunds for returned-to-sender, unclaimed, or refused parcels may be unavailable where lawful, unless mandatory law or platform rules provide otherwise.
14. Tracking Issues and Tracking Stalls
If tracking has not updated for an unusual period, contact:
Include your order number, tracking number, destination country, and any carrier messages or screenshots.
15. Lost-in-Transit
If a shipment is confirmed lost in transit under carrier, fulfillment partner, or platform rules, Axtlan Shop will provide an appropriate remedy, such as replacement or refund, subject to verification requirements and the claim windows in the Return and Refund Policy.
16. Delivered but Not Received
If tracking shows “delivered” but you did not receive the package, you should:
- verify the delivery address provided at checkout;
- check with household members, neighbors, reception, or building management;
- contact the carrier for delivery details;
- notify Axtlan Shop promptly with the order number and tracking number.
Axtlan Shop may request supporting evidence, including a carrier case number, written statement, delivery investigation result, or other reasonable verification before authorizing a replacement.
17. Theft After Delivery
If the carrier records the shipment as delivered and the package is stolen after delivery, remedies depend on applicable law, carrier rules, platform rules, delivery evidence, and available proof.
Axtlan Shop may assist with documentation, but carrier or platform processes may control the final resolution.
18. Damaged, Defective, or Incorrect Items on Arrival
If your item arrives damaged, defective, misprinted, or incorrect, contact:
Include photos of:
- the product showing the issue clearly;
- the packaging;
- any packaging damage;
- the shipping label.
Claims and remedies are governed by the Return and Refund Policy, including claim windows and the remedy hierarchy.
19. Digital Products
Digital products do not require physical shipping. Delivery of digital products is handled by download access, file availability, email, platform access, or another digital delivery method described at purchase.
20. Support Contact
For Axtlan Shop shipping questions or claims, contact:
Include your order number or platform order ID, full shipping address as provided at checkout, tracking number if available, and a clear description of the issue.