Wholesale Order FAQ
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How do I purchase wholesale items? Before placing your order, please send an email to us with links of items you are interested in purchasing, we will check and make sure all items are in stock. If not, we will let you know as soon as possible when we will have them back in stock. After you receive an email from us confirming that all items are in stock, you can proceed to online checkout. If you are paying by cards, you can order wholesale items on our website. If you are paying by Bank Transfer, We will manually create the order for you, however, the order status will be "unpaid" or "pending" until we receive the payment. More information will be exchanged through email. If you are paying by cheque (Greater Toronto Area customers only), We will manually create the order for you, however, the order status will be "unpaid" or "pending". We will reach out to you to arrange a date to pick up the cheque. Once we received the cheque, we will immediately change the order status to "paid" and you will receive an order confirmation email. |
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What shipping method do you use? Answer: we use EMS or DHL (depend on shipping method availability) Please note: EMS has a weight limit of 30kg, if your order is over 30kg, it will be divided into multiple shipments. |
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How long is the shipping? Answer: 7 to 14 days (All items are shipped directly from our Tokyo or Osaka warehouse). |
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What's the storage condition for your products? Answer: Most of our products can be stored at room temperature unless otherwise specified, please avoid direct sunlight and high humidity. |
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What will be the remaining shelf life by the time I receive my products? Answer: Because we don't stock our products in Toronto, they are shipped directly from our Japanese manufacturers in order to maintain product quality. In most cases, after calculating the shipping time and handling time, a product with 3 months expiration will approximately have 2 months shelf life left. A product with a 6 months expiration will have a 5 months shelf life, so on and so forth. |
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What's the payment method available for a wholesale order? Answer: We accepts Visa/Mastercard/Amex/Bank Transfer/Cheque We accept current dated cheque for Greater Toronto Area customers only. We DO NOT accept post-dated cheque. Please note: no order will be processed until we receive the cheque. *If you are paying by cheque, please email the following information to us: - requested items (name, item link and quantity) - company name (optional) - recipient's name - phone number - shipping address We will manually create the order for you, however, the order status will be "unpaid" or "pending". We will reach out to you to arrange a date to pick up the cheque. Once we received the cheque, we will immediately change the order status to "paid" and you will receive an order confirmation email.
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Do I have to pay the full amount when I place my order? Answer: Yes, you are required to pay the full amount.
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What is the return and exchange policy? Answer: Upon delivery of the products, customers are required to inspect the products immediately and thoroughly. If significant product defects are found, customers should report the defects within 24 hours after receiving the shipment to info@axaliving.ca, please include at least 3 pictures of the defects from different angles. We will process a refund or partial refund depending on the severity of the defects. We will reach out to you to arrange a date to pick up the defective products. So far, we haven't received any complaints about product defects from our business partners worldwide. We carefully inspect our products before we send them out, use reliable shipping agency, and strive to maintain the best quality of our products. |
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