Frequently asked questions

Enter your AxenExpress tracking number at axenexpress.com/track or in your customer portal. You'll see real-time GPS updates, a full event history, and the estimated delivery time. You can also share a live tracking link directly with your recipient.

In Transit means your shipment has been collected and is moving through our network towards its destination. It may be on a truck, at an airport, or on a vessel depending on your shipping mode. Check the event timeline for the latest location.

First, check if a neighbour or building reception accepted the parcel on your behalf. Also check any safe locations (porch, garage). If it's still missing, contact our support team within 7 days and we will investigate and file a claim if necessary.

Address changes may be possible while the shipment is still in transit before the final delivery attempt. Contact our support team immediately with your tracking number. Address changes cannot be made after a delivery has been attempted.

The driver will leave a delivery card with instructions. Depending on the service, they may attempt re-delivery the next day, leave the parcel with a neighbour, or take it to a nearby drop-off point. You can also reschedule delivery through the tracking page.

Shipping cost is based on the greater of actual weight and volumetric weight (L x W x H in cm, divided by 5,000). This is multiplied by the per-kg rate for your service type and zone. Fuel surcharges and any applicable taxes are added and shown upfront before you pay.

Prohibited items include: firearms and weapons, explosives and flammables without proper certification, live animals, human remains without special handling documentation, counterfeit goods, and certain hazardous materials. See our full prohibited items list in the Support Centre.

After booking, your label is available immediately in your portal and sent to your email. Download it as a PDF for inkjet printing, or as a ZPL file for thermal label printers. If you don't have a printer, you can use the QR code option at any of our 2,000+ drop-off locations.

PO Box delivery is available in some countries but not all. During the booking process, if the destination country supports PO Box delivery, you will be able to enter a PO Box address. For most international shipments, a physical street address is required.

For express parcels, the maximum weight is 70 kg per parcel and the maximum single dimension is 270 cm. For freight shipments, there is no practical weight limit. For oversized or overweight items, contact our freight team for a custom solution.

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and bank transfer. Business customers can also use their AxenExpress wallet or apply for net-30/60 invoicing on an Enterprise plan.

Payment is taken at the time of booking. If the final billable weight differs from your declared weight (for example, if the carrier re-weighs your parcel), any difference will be charged or refunded automatically to your original payment method.

All invoices and VAT receipts are available in your portal under Payments. You can download individual shipment invoices or request a consolidated monthly invoice for your accounts team. Business accounts receive automatic monthly invoices.

You can top up your AxenExpress wallet with any amount and use it to pay for shipments at checkout. Wallet funds never expire. Business accounts can receive promotional credits and referral bonuses directly to their wallet.

If you are a sender: use the Returns section in your portal to create a return shipment. If you are a recipient using a business's returns portal: visit the merchant's returns page, enter your order number, select items, and a pre-paid label will be sent to your email.

Customs clearance is the process of declaring goods to the destination country's customs authority and paying any applicable duties and taxes. For most express parcels using our service, AxenExpress handles customs on your behalf as part of the shipment. You do not need to do anything extra.

Import duties and taxes are the responsibility of the recipient in the destination country, unless you select our DDP (Delivered Duty Paid) option at checkout, where you pay duties upfront on behalf of your customer. We strongly recommend DDP for B2C e-commerce to avoid failed deliveries.

Most shipments clear customs within a few hours with AxenExpress's pre-clearance process. Some countries require physical inspection which can take 1 to 3 days. Delays are rare but can occur during peak seasons or if documentation is incomplete.