FAQs

Here are a few answers to some of our frequently asked questions, if you have a question that you don't see answered below, let us know and we'd be more than happy to help assist you further!

    • Are your machines warrantied? 
      • Yes, all of our machines are warrantied for 1 year from date of purchase against manufacturing defects. Under normal operating conditions these include failure to operate and malfunction due to defective parts. If your machine is suffering and it's our fault we will fix the problem for you, at our cost, including return shipping. 
      • What is the turnaround time for my order?
        • Please allow 2-3 additional business days for processing time once you have placed your order. When we receive a new order, we first confirm professional status of the artist. Additionally, machines are always tested before we ship them out to ensure quality. Once your order has passed our verification process it will then be filled in the order it is received (We do not prioritize one type of shipping over another all orders are filled in a first come first serve basis). If there is a longer delay than the initial processing time, you will be notified. 
        • Please note during high volume times such as holidays or sales you may experience delays due to high order volumes. We will try to get your order out as soon as we possibly can. 
      • What shipping carriers do you use?
        • Currently we use UPS and USPS, so no matter where you live, we will reach you at the most affordable rate possible. 
      • How do I order and what forms of payment do you accept?
        • All major cards through our site or through PayPal
        • PayPal
      • I ordered from you and paid for a specific type of shipping, but it's estimating that I won't get it until way later! Why did I pay for a specific type of shipping and you didn't ship it that way? 
        • We send out every shipment by the shipment choice that you as the customer choose and pay for, unfortunately sometimes shopify can give estimations that are further out than what was actually done, for this reason please check with the shipping carrier via the tracking number that is given on your order for a proper estimation time and to see how your package was shipped. If you are ever concerned that your shipment was not processed the way it should have been please contact us at service@axysrotary.com
      • My machine broke, and I'm in need of a repair- how do I repair it? 
        • We are more than happy to help you with any of your repair needs regardless of if your machine is in warranty or out of warranty. The first step we will have you do is fill out a repair form on our website - Contact – axysrotary. (Please fill this out with your name, not your shop's name and the address you'd like your machine to be returned to as whatever address is on the form is the one we will be shipping it back to, additionally if you choose to not fill out a repair form, your machine will be sent back to you as is per our TOS - https://axysrotary.com/policies/terms-of-service). If you would like to claim warranty, please send us a copy of your proof of purchase either with your machine or via email at service@axysrotary.com. You can find the address to send your machine to underneath the repair form, simply box up your machine and then send it to us; it will then be repaired in our current repair time (this time starts from the time we receive your machine). (Please note: If you are a UK customer we have a partnered distributor who may be able to help you with your repair in a quicker amount of time then our US facility. Please reach out to us if this is the case). Additionally if you would like to attempt to repair your machine on your own, please reach out to us via service@axysrotary.com and we would be more than happy to sell you the parts to fix it on your own, please be aware that should you choose to repair your machine on your own this will void any warranty that is valid on your machine. 
      • How do I ship my machine for repairs? 
        • You will find the address to ship your machine to above the repair form on the service page.  Pick your carrier and ship your machine to that address using the name you used on the repair form in the return address.