Shipping policy

This Shipping & Delivery Policy explains order processing, delivery estimates, shipping charges, customs and import responsibilities, delivery issues, return shipping and warranty/RMA shipping for orders placed through the Actxa online store.

1. Shipping Destinations & Fulfilment Locations

Actxa ships to selected international destinations made available at checkout. Shipping availability may change based on product availability, carrier coverage, regulatory requirements, import restrictions, operational considerations, or other factors.

Orders may be fulfilled from Singapore or from regional warehouses, fulfilment partners, or third-party logistics providers (3PLs). The fulfilment origin may vary by product, destination, inventory availability, and operational requirements.

The shipping origin does not change the customer’s applicable rights under this Policy or mandatory consumer protection law.

2. Order Processing

All orders are subject to acceptance, payment authorization, inventory availability, and any required verification. Orders are typically processed within one to three (1–3) business days after successful payment authorization.

Processing may take longer during periods of high order volume, product launches, promotions, inventory transfers, public holidays, or where additional verification is required, including payment validation, address confirmation, fraud prevention, or regulatory checks.

Once an order has been dispatched, Actxa will provide a shipment confirmation and tracking information where available.

3. Shipping Methods & Estimated Delivery Times

Available shipping methods and charges are shown at checkout. Delivery timelines are estimates and are not guaranteed unless Actxa expressly states otherwise.

Typical delivery estimates after dispatch are:

·       Singapore: approximately 3–5 business days.

·       Asia Pacific: approximately 5–10 business days.

·       Europe, Middle East and United Kingdom: approximately 7–14 business days.

·       United States and Canada: approximately 7–14 business days.

Actual transit times may vary due to destination, courier operations, customs clearance, regulatory inspections, local delivery conditions, public holidays, weather, or other events outside Actxa’s reasonable control.

Where applicable law provides a mandatory delivery timeframe or remedy for late delivery, those statutory requirements will apply.

4. Shipping Fees

Shipping charges are calculated and displayed at checkout based on factors such as destination, shipping method, order weight or dimensions, fulfilment origin, and promotional eligibility.

Actxa may offer free or discounted shipping for selected markets, products, order values, or promotional periods. Any such offer is subject to the terms displayed at the time of purchase.

5. Customs Duties, Import Taxes & Other Charges

International shipments may be subject to customs duties, import taxes, VAT, GST, brokerage fees, clearance fees, or other charges imposed by the destination country or local authorities.

Unless checkout, the order confirmation, or other Actxa documentation expressly states that such charges have been collected or included by Actxa, these charges are the customer’s responsibility. The courier, customs authority, or local service provider may contact the customer directly for payment or information required for clearance.

Failure to pay required import charges or provide information needed for customs clearance may result in delay, storage, refusal, return to sender, or disposal where permitted by law. Costs reasonably incurred as a result may be deducted from any applicable refund where permitted by law and in accordance with Actxa’s Returns & Refunds Policy.

Actxa is not responsible for charges imposed independently by customs authorities or for delays caused by customs or regulatory processes, except to the extent otherwise required by applicable law.

6. Shipping Address & Delivery Responsibilities

Customers are responsible for providing a complete and accurate delivery address, recipient name, contact number, and other information required for delivery. P.O. Box delivery may not be available where the selected courier or destination does not support it.

Customers should review their shipping information before completing the order and contact Actxa Customer Care promptly if a correction is required. Address changes cannot be guaranteed once an order has entered fulfilment or has been dispatched.

If a shipment cannot be delivered because of an incorrect or incomplete address, unavailable recipient, repeated failed delivery attempts, or another customer-related delivery issue, additional shipping, storage, return, or reshipment charges may apply where permitted by law.

7. Risk of Loss or Damage During Delivery

Where Actxa arranges delivery, the risk of loss of or damage to the product remains with Actxa until the product is delivered to the customer or a person nominated by the customer to receive it, subject to applicable law.

Where the customer independently appoints a carrier or shipping provider that was not offered or arranged by Actxa, risk may pass when the goods are handed to that carrier, to the extent permitted by applicable law.

8. Split Shipments

Orders containing multiple items may be shipped separately because of inventory availability, fulfilment location, product release timing, or operational efficiency. Where applicable, customers will receive separate shipment confirmations or tracking details for each parcel.

9. Delivery Delays, Failed Delivery & Shipment Exceptions

Delivery estimates may be affected by customs clearance, regulatory inspections, weather, courier capacity, local delivery restrictions, public holidays, force majeure events, or other circumstances outside Actxa’s reasonable control.

Actxa will use reasonable efforts to assist with material shipment exceptions and, where required by applicable law, provide the appropriate remedy for late, failed, lost, or damaged delivery.

If tracking shows an unexpected delay or delivery exception, customers should contact Actxa Customer Care so the shipment can be reviewed with the relevant logistics provider.

10. Lost, Damaged or Incomplete Shipments

Customers should inspect the parcel and product promptly after delivery. If an order is missing, damaged in transit, or incomplete, please notify Actxa Customer Care as soon as reasonably possible. Where possible, notification within seven (7) days of delivery helps Actxa investigate the issue with the courier promptly, but this does not limit any mandatory rights available under applicable law.

Actxa may request supporting information such as photographs of the outer packaging, shipping label, product condition, missing contents, or other relevant evidence. Customers should retain the packaging and contents until the claim has been reviewed where reasonably possible.

Actxa may investigate the shipment with the courier or fulfilment partner before determining the appropriate resolution, which may include replacement, reshipment, refund, or another remedy as required by applicable law.

11. Warranty & RMA Shipping

Defective products are handled under Actxa’s Warranty & Service Policy and Return Merchandise Authorization (RMA) process. Warranty claims are not limited by the standard change-of-mind return period.

Actxa may require troubleshooting and supporting information before confirming a defect. Where a covered defect, defective-on-arrival case, or Actxa fulfilment error is confirmed, Actxa will arrange or bear the approved return shipping and, where applicable, replacement shipping using the shipping method designated by Actxa.

Unless otherwise stated in the RMA instructions, the customer must hand the product to the designated courier or shipping provider within fourteen (14) calendar days from the RMA issue date. If Actxa ships a replacement before receiving the original unit, the customer may be required to return the original unit within the stated timeframe; failure to do so may result in charges equivalent to the replacement value where permitted by law.

Replacement shipments may be fulfilled from Singapore or a regional fulfilment location. Customs treatment and delivery timing may differ by destination. The applicable warranty period for replacement products is governed by Actxa’s Warranty & Service Policy and mandatory local law.

12. Return Shipping

Return eligibility, Return Authorization (RA), refunds, exchanges and product-condition requirements are governed by Actxa’s Returns & Refunds Policy.

For change-of-mind returns and eligible non-defect exchanges, the return request must be submitted within fourteen (14) calendar days from the courier-confirmed delivery date, subject to any mandatory rights under applicable law.

For an approved change-of-mind return or eligible non-defect exchange, the customer is responsible for the return shipping cost. Where Actxa arranges the return shipment or provides a return label, the applicable return shipping fee may be deducted from the refundable amount where permitted by law and disclosed in accordance with applicable requirements.

For a confirmed covered defect, defective-on-arrival case, or Actxa fulfilment error, Actxa will arrange or bear the approved return shipping as described in Section 11.

The customer must use the return method and destination provided by Actxa and hand the parcel to the designated courier or shipping provider within fourteen (14) calendar days from the RA or RMA issue date, unless a longer period is required by applicable law or Actxa approves an extension.

Customers should retain return tracking information until the return has been received and processed. Where Actxa provides the return label or designates the shipping method, responsibility for the return shipment will be handled in accordance with applicable law and the specific return instructions.

13. Exchange Shipping

Eligible size or product-variant exchanges are subject to availability and the Actxa Returns & Refunds Policy. For non-defect exchanges, the customer is responsible for return shipping and any applicable replacement shipping charges communicated by Actxa.

For confirmed defects or Actxa fulfilment errors, the applicable RMA shipping terms in Section 11 apply.

Exchange or replacement shipments may be subject to customs duties, import taxes, or clearance charges depending on destination and applicable law. Where direct exchange is not operationally feasible, Actxa may process the transaction as a return and new order.

14. Original Shipping Charges & Refunds

Refunds and permitted deductions are governed by Actxa’s Returns & Refunds Policy.

For change-of-mind returns, original outbound shipping charges are generally non-refundable except where applicable law requires otherwise. Where mandatory consumer law requires reimbursement of outbound delivery charges, Actxa will refund the amount required by law, which may be limited to the cost of the least expensive standard delivery option offered for the order. Any premium or express-delivery upgrade may remain non-refundable unless applicable law requires otherwise.

Where a return results from an Actxa fulfilment error, confirmed product defect, or another circumstance for which Actxa is responsible, the applicable shipping charges will be handled in accordance with the Returns & Refunds Policy and applicable law.

15. Refused Deliveries

If a shipment is refused by the customer, including refusal because of customs duties, import taxes, clearance requirements, or delivery charges, the parcel may be returned to Actxa or the applicable fulfilment location.

Where permitted by applicable law, reasonable return shipping, customs, storage, handling, or other charges resulting from the refusal may be deducted from any applicable refund. Refunds, where due, are processed in accordance with Actxa’s Returns & Refunds Policy after the returned item has been received and reviewed.

16. Regional Fulfilment

Actxa may fulfil orders from Singapore or regional fulfilment partners, including overseas 3PL providers. The shipping origin, courier, and return location may vary based on destination, stock availability, logistics capability, and operational requirements.

Actxa may change fulfilment or logistics providers without affecting the customer’s applicable rights under this Policy or mandatory consumer law.

17. Statutory Consumer Rights

Nothing in this Policy limits or excludes any mandatory consumer rights available under applicable law. Where applicable law provides a mandatory delivery timeframe, different risk allocation, refund requirement, shipping-cost rule, remedy for defective goods, or other consumer protection that differs from this Policy, the statutory requirement will prevail.

18. Contact

If you have questions about an order, shipment, delivery exception, return, or warranty shipment, please contact Actxa Customer Care at support@actxa.com.