FAQs | Employee Rewards & Swag Management Platform | Axomo

Frequently Asked Questions (FAQs)

Find quick answers to common questions about store setup, pricing details, returns, and more.

How am I billed?

We send you a monthly statement for all credits, discounts, and budgets that have been redeemed and shipped during the month. In other words, you don’t pay for the outstanding credits you’ve given out until they are redeemed. The single monthly statement is much easier for your finance team to reconcile than many individual orders.

How much will I be charged for the profit I make?

Items that are marked up to be sold for profit or other fundraising type activities are subject to a 5% convenience fee on the profit. For example, if an item that costs $15 is sold for $20, 5% of the $5 difference ($0.25) would be removed from your weekly sales.

Additionally, any item on the store that is not produced by AXOMO will be subject to the 5% convenience fee. For example, if you were to list a TV on your store for $250, 5% of that $250 ($12.50) would be removed from your weekly sales.

How do I collect sales tax?

You may elect to pass this cost on to your end-user and it will show on the order as a convenience fee. AXOMO has the ability to collect sales tax and offers simple reporting that shows how much tax has been collected per state for a given time period.

You may also set your own sales tax rules and remit payment to the appropriate state(s) with AXOMO set up as the merchant of record. We recommend that you consult your tax expert to verify that you have set up proper taxation to meet your organization’s needs.

Who can I contact if I have questions about a subscription?

You’re welcome to reach out to our customer service team by calling us toll-free at (801) 515-6129 or emailing us at contact@axomo.com.

What can the live chat feature on my store help with?

Our live chat feature can help admins with questions about setting up their store or end-users (like employees, team members, clients, etc.) get help placing their order, checking on their order status, or submitting a return. Our live chat representatives are located on-site at our main location in Springville, Utah and are always happy to help provide a great experience to you and your users.

Does AXOMO let me connect to other platforms via API?

Yes, our API library grows more each day and we are happy to work with your team to get you access to the data you need. We currently integrate with HR and employee rewards platforms like Bamboo HRMicrosoft Azure ADPaylocityNectarHRBonusly, and more.

Is there someone who can help me customize my store?

If you’d like some help customizing the look and feel of your company swag store, our design and onboarding team is standing by. Contact us to spec out your project and get a custom quote!

Do you wish AXOMO did something that it doesn’t currently do?

You are welcome to submit feature requests to your AXOMO account representative. Our team will review all requests and if there is enough demand, we may consider adding it in a future update. However, if there is something that you feel would really add value to your store and you don’t want to wait, we would be happy to set up a development consultation with our team and provide you with a quote. (The minimum charge for any custom development is $1,200.)

What does the product replenishment feature do?

AXOMO has the ability to send notifications when your stock is running low to replenish your branded items so that you are never out of stock. When adding a new item, we recommend you select a minimum stock thresh-hold and a reorder amount to opt into the replenishment notification system so that when the item hits the minimum quantity we can send you an alert to replenish your store.

What happens when I need to replenish items?

Whenever an item’s size hits the minimum quantity threshold, our system automatically sends a notification for each size of an item offered for you to fill them up to max quantity offered. This feature allows you to rest easy knowing that your items will always be in stock for a quick turnaround time and saves you time from having to set reminders to check stock.

How do I setup single sign on (SSO)?

You can set up single sign on (SSO) for your store by following these instructions:

Okta + AXOMO SSO setup instructions

GoogleApps + AXOMO SSO setup instructions

Microsoft Azure AD + AXOMO SSO setup instructions

What is AXOMO?

AXOMO is a brand management platform that allows you to better engage with those who love your brand (employees, clients, members, followers), simplify ordering branded gear, maintain brand consistency, reduce waste, improve happiness, and increase ROI.

Is there someone who can help me customize my store?

If you’d like some help customizing the look and feel of your company swag store, our design and onboarding team is standing by. Contact us to spec out your project and get a custom quote!

Do you wish AXOMO did something that it doesn’t currently do?

You are welcome to submit feature requests to your AXOMO account representative. Our team will review all requests and if there is enough demand, we may consider adding it in a future update. However, if there is something that you feel would really add value to your store and you don’t want to wait, we would be happy to set up a development consultation with our team and provide you with a quote. (The minimum charge for any custom development is $1,200.)

Does AXOMO offer an affiliate program for resellers?

Yes, we work with affiliates on a case-by-case basis. For more information check out our page on affiliate programs here or o set up a meeting, please email contact@axomo.com.

What does the product replenishment feature do?

AXOMO has the ability to send notifications when your stock is running low to replenish your branded items so that you are never out of stock. When adding a new item, we recommend you select a minimum stock thresh-hold and a reorder amount to opt into the replenishment notification system so that when the item hits the minimum quantity we can send you an alert to replenish your store.

What happens when I need to replenish items?

Whenever an item’s size hits the minimum quantity threshold, our system automatically sends a notification for each size of an item offered for you to fill them up to max quantity offered. This feature allows you to rest easy knowing that your items will always be in stock for a quick turnaround time and saves you time from having to set reminders to check stock.

Do you have more products than what is listed on your online catalog?

Yes, we have thousands of items to choose from! Reach out to your store representative or contact us to learn about our other item options, or feel free to use our item request feature and we’ll add it within 7 business days.

Can I set up an automatic recurring credit for say, work anniversaries?

Absolutely! One of Axomo’s main benefits is the ability to automate whatever reward strategy best fits your company culture. You can automatically set up credits for anniversaries, birthdays, or specific dates and even customize the amount received based on the number of years with the company!

Can I have the employee/client pick from a group of items rather than issuing them  a credit?

Yes! Using our gift card feature you can allow them to pick a specific item from a category, between specific items, and many other gifting configurations that are available.

Can I setup a point system rather than displaying things in dollars?

AXOMO allows you to set up and name your own custom point system as well as the conversion rate to dollars. Your monthly statement will still be billed in dollars and reports can be viewed in both dollars or points, but your users will only see points!

Can users buy more points/store credit?

You are able to allow your users to buy more points with a credit card at whatever exchange rate you desire, but this may cause some confusion with your end-user. You can opt to disable the use of credit cards to purchase points/store credit if this happens.

What if a user runs out of credit?

If a user doesn’t have enough credit to purchase an item, you can enable a feature to let them use their own personal credit card to cover the difference. In fact, you’ll be amazed at how many individuals will choose to do this!

What is a vector logo?

A vector logo is a type of artwork that has been designed using design software such as Adobe Illustrator or Corel. The file type will generally be an AI, EPS, or PDF file.

Why do I need a vector logo?

Vector files are able to be scaled to any resolution and also communicate important info such as how to cut out the logo for heat transfer or how to separate the colors for screen printing and maintain the highest quality of the print. High-resolution raster images (png, jpg, gif, BMP) will work for some production methods but not all.

What is “Logo Digitizing?”

When you add a new logo to your logo manager, to use this logo on embroidered items it will need to go through a special digitizing process to configure the stitching. This process must be repeated each time you create a product with a new size or add a new type of product (bag, hat, shirt).

What is a digitizing fee?

In order to embroider your logo onto an item, it first must be “digitized”. Digitizing is a special process in which we take your logo and specify how the embroidery machines will layout and stitch the various thread colors.

This process must be repeated any time the logo is resized or the number of colors changes. Due to the manual time, it takes to digitize a logo there is a one-time digitizing fee each time a logo is digitized.

We include three free digitized logos as part of the AXOMO setup fee and each additional logo that is digitized will be billed on your monthly statement.

Why do I have to select colors when I upload a logo?

When you upload a logo, we map the colors to Pantone colors that we will use to print your logo. Generally speaking the more colors in your logo the more expensive it will be to produce an item, so we recommend selecting as few colors as possible that maintain your style guide

How do I choose the best decoration method for the item I’m designing?

That’s a great question! We recommend to all new clients to order samples of various items, so you can touch and feel the difference in each decoration method. If you’re worried if you have picked the right method, a great rule of thumb is to go with the default option that is given on each item.

What is the difference between screen printing and “direct to film” printing?

The best way to explain the difference between these two decoration methods is to think of painting vs printing. Screen printing is similar to painting a logo or image onto an item. This process works great if you have large quantities of an item that you would like to mass-produce at a lower cost.

Direct to Film is similar to printing an image directly onto a vinyl film that is then heat transferred to the item. This process looks great and allows you to do on-demand items at a much lower cost.

How can I make sure my logo will be centered, left-aligned, right-aligned, etc. while I’m designing an item?

When creating an item there is a box named “Logo Position.” In the dropdown of that box, there will option to move the logo to Left Chest, Right Chest, and Custom.

Do you have more products than what is listed on your online catalog?

Yes, we have thousands of items to choose from! Reach out to your store representative or contact us to learn about our other item options, or feel free to use our item request feature and we’ll add it within 7 business days.

Will I be notified when my product request is completed?

Yes, an email notification will be sent to your inbox so you can immediately add the item to your store once it’s completed.

Can I put products not manufactured by AXOMO onto my store?

AXOMO is awesome for distributing your brand and we understand that you may want to use its amazing e-commerce functionality to sell/give away other products or services to unify your platform and save on consolidating other development or subscription fees.

If you’d like to list an item that is not produced by one of our preferred vendors (ex. another vendor’s swag, books, proprietary organizational products, non-branded items, donations or other services).

These custom items will be subject to a 5% convenience charge which will be deducted from your weekly sales.

How much is warehousing?

All items that are inventoried and stored in our warehouse are subject to a monthly warehousing fee that is calculated by taking the average cubic footage used for the month and multiplying it by your warehousing rate. The warehousing charge will be billed each month regardless of you being on a monthly or annual subscription.

How much is the credit card processing fee?

All items purchased with a credit card will be subject to a 5% transaction fee that will be deducted from your week’s sales. For example, if the order total with shipping and tax was $100. 5% of $100 ($5) would be removed from your weekly sales. You may elect to pass this cost on to your end-user and it will show up as a transaction fee or have it deducted from your prepaid credits.

Why are some of my items more expensive?

In an effort to reduce the waste created by throwaway items, AXOMO employs an on-demand methodology for producing items. Some individual items may be more expensive on the per-unit price, however, keep in mind that the overall experience with AXOMO produces a higher value to the individual user.

Can I choose the price that our employees/clients see?

Using our advanced pricing options you can set the retail price. You can mark items up to generate revenue, or subsidize the items and allow users to buy them below cost. In any event, you are billed/credited the difference in your monthly statement. You can even set different prices for different groups of people!

Do I need to enter my credit card information to sign up?

Nope! You can use your free trial of AXOMO with no CC required until you’re ready to start your desired subscription level.

Can I cancel my account at any time?

Yes, if you decide AXOMO isn’t right for you, you can cancel your account at any time.

How does billing/payout work?

Statements are generated on the 1st-5th of each month and are found in the admin panel of your store under Subscription > Subscription Statements. Payouts are made from the 20th-22nd of each month. Billing is commonly done using our prepaid credit model that allows companies to store pre-paid credits to be used in their store without the need for later payment.  Click here to see an example and learn more about your monthly billing statement.

Are there different plans for sports teams and startups?

Yes indeed! We offer a free subscription for startups, sports teams, or small groups that need a simplified way to order custom gear. Click here to read more about our free subscription level.

Are there any other fees?

AXOMO has a one-time setup fee to digitize logos and take care of other logistical costs associated with getting your store up and running. You may also incur a fee to handle the logistics of international shipping if you will be needing items shipped outside of the US. The only other fee that may occur will only happen if you offer items that were not produced by AXOMO on your store. We understand that vendor breakups are tough and you may still need to offer products not available through AXOMO. We charge a platform fee of 5% per transaction for items that we did not produce. If at anytime the amount of product being produced by AXOMO’s preferred vendors drops below 85%, this fee will adjust to 19% per transaction.

Who can I contact if I have questions about a subscription?

You’re welcome to reach out to our customer service team by calling us toll-free at (801) 515-6129 or emailing us at contact@axomo.com.

Does AXOMO accept returns?

If for any reason the item is flawed from production, then we will refund you the cost of that item, then you can ship it back to us or keep it and we will send you a replacement. If it is user error, then we do not refund the money and it will be up to the store admin on how to proceed with replacing the item. For more information please refer to our return policy.

How can my employees/users submit a return?

If RMA’s are enable:

1. Login to your AXOMO Store and select “Order History”

2. Select order by clicking on the order number that includes the items you’d like to return

3. Click “Return Items”

4. Select the reason and enter the number of items you’d like to return

5. Enter a note and upload pictures related to your return, then select “Request Return”

If RMA’s are disabled please reach us at contact@axomo.com for returns.

How do store admins approve/deny returns?

Once a user submits an item to be returned, a message will pop up in the RMA Manager tab of your store admin panel. It will then be your job to approve or deny returns.

Can I return an item if I ordered the wrong size/color/etc.?

Due to the customized nature of our items, encourage you to keep any item and repurpose it within the company.

How do I check on my return status?

In the RMA Manager, you can view the status of any item that is in the process of being returned.

How much is shipping?

AXOMO offers various shipping options and pulls the published rates directly from UPS and the US Postal Service. Each transaction is also subject to a $1 + 3% handling fee associated with the fulfillment of each order. This allows our team to pick, pack, and ship your order!

How long does it take to receive and item?

Most apparel items are produced in 10 business days and then shipped to your desired location. When you have pre-purchased items that are stored in our warehouse, the item that is purchased will be shipped out the same day. Shipping times varies based on location and shipping method. Shipping times range from 2-5 days depending on the carrier.

Where do items ship from?

The majority of our items ship from our main facility in Springville, UT, however some special promotional items may ship from other locations throughout the United States.

Can I ship on my own account?

Yes, this can easily be set up in the shipping settings by your store representative.

Can I do bulk delivery?

We offer bulk delivery options with our “Company Shipping” feature. You set the delivery frequency you’d like, how much you’d like users to pay, and orders will be individually packed and shipped together in a single group shipment to a location of your choosing. 

Can I subsidize shipping?

You could also consider subsidizing the shipping cost from your users and have it deducted from your weekly sales. We recognize that you may wish to offer a more economical/convenient shipping to your employees. A great option that allows for this is setting up a company delivery that allows you to batch all of the orders into a single shipment that is shipped to your location(s) on a specified schedule.

Each order will still have the $1  +3% handling fee for picking and packing the individual order and each individual order will be placed into a large box(es) and shipped to your location for local pickup. We will deduct the cost for the bulk shipment charge from your weekly sales. If you’d like to use your own UPS or FedEx account to offer a flat rate or free shipping option to your users we can totally make that happen.

These shipments will still be subject to a $1 + 3% handling fee for each shipment which can be billed to your users or deducted from your weekly sales.

How much is warehousing?

All items that are inventoried and stored in our warehouse are subject to a monthly warehousing fee that is calculated by taking the average cubic footage used for the month and multiplying it by your warehousing rate. The warehousing charge will be billed each month regardless of you being on a monthly or annual subscription.

How much is the credit card processing fee?

All items purchased with a credit card will be subject to a 5% transaction fee that will be deducted from your week’s sales. For example, if the order total with shipping and tax was $100. 5% of $100 ($5) would be removed from your weekly sales. You may elect to pass this cost on to your end-user and it will show up as a transaction fee or have it deducted from your prepaid credits.

Do you have a guest checkout feature?

Yes! This is a setting that store admins can switch on in the backend, but once it’s turned on guests can check out on your store without having to create a login.  User accounts are recommended so they can check on order status, submit returns, reorder an item, etc. Guest accounts will still receive order status update emails.