Shipping & Return

Please review this page before you place an order.

Free global shipping on orders over $99 (Canadian Dollar) -- wholesale items excluded.

Shipping to Asian Countries, please use discount code "ASIASHIP" to get 10% off. (Apply to both retail and wholesale items, apply to food items only)

We use EMS/AIR Mail/SAL/DHL (7 ~ 14 days shipping time) 

*Whichever shipping method is available to your country, Japan Post has suspended its EMS services to some countries since 2020. 

*If your order is shipped by DHL, you may need to pay customs duties, taxes and other import charges related to customs clearance in your home country, as per local regulations.

 

Wholesale minimum: $500

For more information about wholesale, please visit: https://axaliving.ca/pages/wholesale-order-faq

 

 

Tracking

All orders come with a tracking number 

*Sometimes your orders might contain multiple shipments, in this case, you will receive multiple tracking numbers

Tracking number will be provided once the item is shipped.

Delivery Time: *TOTAL DELIVERY TIME = PROCESSING TIME + SHIPPING TIME.

*Shipping will usually take 7-14 days. Sometimes might take longer due to customs clearance. Shipping times required for delivery depending on location, shipping method and how long your local post office process the parcel.

*If the products you ordered are in stock, it will take us 3 to 7 business days to process your order. If your product is out of stock, we will email you asap to let you know how long it will take us to ship your whole parcel. 

*Tracking information: Japan Post delivers a parcel to your country and till then Japan Post updates tracking information. Once the parcel is in your country, all tracking information is updated by your country’s Post Office.

 

Returns

All purchases are final, we do not allow returns or exchanges on any of our products due to health and hygiene reasons. 

We always inspect our products carefully before sending them out (expiration date, package condition etc.) and we use reliable shipping methods and agencies to maintain our product quality. However, please understand that sometimes small scratches or minor indentations on the package may be caused by the shipping process (it's very rare). 


Refunds (if applicable) 

There are certain situations where refunds are granted (if applicable) 
- The product is severely damaged

- or missing parts

Please send your refund request to info@axaliving.ca Please include your legal name, order number, and reasons for a refund. 


Once your refund request has been submitted, we will email to notify you of the approval or rejection of your refund within 48 hours.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment immediately, please check with your credit card company or bank for the number of days to process the refund.



Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@axaliving.ca



Cancellation

Order may be cancelled by our staff for the following reasons:

- insufficient stock

- shipping unavailable to some countries/regions

- potential fraudulent orders/credit card information detected

 

Order may be cancelled by customers if it meets following conditions:

- products have not been packed by our staff

- products have not dispatched the warehouse

**Please note we DO NOT accept any cancellation request made more than 24 hours after the order is placed.

We will try our best to accommodate customer's cancellation request, please understand that once the order has been packed or has dispatched the warehouse or the request is made more than 24 hours after the order was placed, we cannot cancel the order. 

We highly recommend you to double check all orders before submitting them.

There is no option to cancel orders on our website or on order page, if you would like to cancel your order, please email us as soon as possible after you place your order.