Wholesale Order FAQ


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.

How long is the shipping?

Answer: 7 to 14 days

(All items are shipped directly from our Tokyo or Osaka warehouse).

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. 

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. 

What's the payment method available for a wholesale order?

Answer:  We accepts Visa/Mastercard/Amex, debit, and credit cards

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We accept current dated cheque for GTA 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. 

 

 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.

Please note: for minor scratches or minor indentations that occurs during shipping process, we will not issue a refund. 

Do I have to pay the full amount when I place my order?

Answer: Yes, you are required to pay the full amount.