Shipping & Return

COVID-19 UPDATES: 

For Canadian Business Customers (orders from Wholesale page): Items on the wholesale page are still available for shipping. (no weight limit)

For Canadian Individual Customers: The only shipping method (for personal use) available to Canada now is Small Packet, which has a weight limit of 2kg. If your order is over 2kg, it will be separated into multiple shipments.

Small Packet (Weight limit: 2kg), tracking information is only available within Japan. Once the package has left Japan, tracking will not be updated. Shipping time for Small Packet is around 2 weeks. 

     

    For other international customers: 

    *Japan has paused AIR/SAL/EMS postal service to some countries due to Covid-19 pandemic. 

    Please use this website to check if your country/region is available for Japan Post shipping currently before placing your order:

     https://www.post.japanpost.jp/int/information/overview_en.html

    • Select your country/region under "destination" drop-down menu.
    • Check under "Parcel", then check under AIR or SAL or EMS. (We use these shipping methods which are faster). 
    • If you see "✔" under AIR or SAL or EMS, that means your country/region is currently available for shipping. 
    • If you see "X" under AIR or SAL or EMS, that means your country/region is currently not available for shipping.

     

     

    We use EMS/AIR Mail/Small Packets (when EMS/AIR Mail is not available) for all orders for personal use (7 ~ 14 days shipping time)

    Free global shipping on orders over $99 (Canadian Dollar)

    Discount for shipping to Asian countries:

    • 20% OFF for all Japan domestic orders (ship to Japanese address). Use code: JAPANSHIP
    • Ship to Asian countries other than Japan, use discount code " ASIASHIP " at checkout for 10% off on all products. 

       *If you forgot to apply discount code during checkout and the payment has been processed, please feel free to email us, we will adjust the price for you.

       

      Wholesale orders
      Minimum order $500.
      We use EMS or freight services.

      Wholesale order FAQ: https://axaliving.ca/pages/wholesale-order-faq

       

      AXA LIVING COLLECTION
      Free shipping on all AXA LIVING Collection items. No minimum requirement.

       

      Tracking

      All orders come with a tracking number if shipped by EMS/Air Mail (Weight limit: 30kg). 

      *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 5 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

      We do not allow returns or exchanges on any of our food products.

      We will carefully inspect our products before sending them out (expiration date, package condition etc.) and we use reliable shipping methods 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.


      Refunds (if applicable) 

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

      - or missing parts for reasons not due to our error 

      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


      Exchanges (if applicable) 
      We only replace items if they are defective or damaged due to our error. If you need to exchange it for the same item, send us an email at info@axaliving.ca

      Return Shipping 
      You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. For special cases, please do not hesitate to contact info@axaliving.ca

      Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

      * It's highly recommended that you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.