Wholesale Order FAQ


What's the minimum order for wholesale?

Answer: We have a minimum order requirement for our wholesale products which is $500, the same requirement across Canada. 

What shipping method do you use?

Answer: we use EMS or AIR Mail. 

*Cargo flight/ship for large orders (20ft container, hold 18000 ~ 20000kg of products).

Please note: EMS has a weight limit of 30kg, if your order is over 30kg, it will be divided into multiple shipments.

Please contact us if you would like to arrange your own shipping or change to another shipping method. If you are able to pick up your products from our warehouse in Japan and arrange your own international shipping, you will get at least 20% off the original price. 

How long is the shipping?

Answer: 3 to 14 days for EMS. 7~14 days for Air Mail. 14 days for Small Packet. 

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. 

Please note, if customers choose to ship by sea which takes 1 to 3 months to arrive in Canada, the shelf life could be significantly shorter. (**Sea mail takes approximately 40 days to arrive in Canada based on our past experiences.)

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

Answer:  Our online store accepts Visa/Mastercard/Amex, debit, and credit cards.
We accept current dated cheques as well (for GTA customers only). We DO NOT accept post-dated cheques. 

For $3000 and less, we also accept e-transfer (EMT).

*If you are paying by cheque, please email the requested items, company name, recipient's name, phone number, and company address to us, we will manually create the order for you, however, the order status will be "unpaid" or "pending". We will send our sales representative to pick up the cheque from you on the predetermined date. Once our sales pick up the cheque, they 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 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. Our representative will come 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, using reliable shipping, and strive to maintain the best quality of our products.

Please note: for minor scratches or minor indentations we will not issue a refund. 

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

Answer: If you are using our online store to purchase, the system only allows the amount to be paid in full at checkout.

If you would like to pay by cheque, we ask the amount to be paid in full at the time you place your order.

Please note: In the case of a bulk order that requires a 20ft shipping container, we require 50% deposits at the time you place your order. After completion of cargo loading, we will provide proof of completion, and customers will be required to pay the balance. After the balance is cleared, the products will be shipped out.