Frequently Asked Questions (FAQ)
About Orders
Q. Can I cancel or change my order after placing it?
We do not accept cancellations or changes after a product has been purchased.
Q. I haven't received an order confirmation email.
Please check your spam folder. If you still don't receive it,
About Shipping
Q. How much is shipping?
Shipping is a flat rate of 800 yen (tax included) nationwide.
Orders totaling 11,000 yen (tax included)
Additional shipping fees may apply for deliveries to Hokkaido, Okinawa, and remote islands.
Q. How long after I place an order will it be shipped?
Orders will be shipped within a maximum of 7 days from the completion of your order.
Please note that delivery may be delayed during periods of high order volume or for pre-order items.
If you purchase items with different delivery dates simultaneously, all items will be shipped together once the item with the latest delivery date is ready.
If you have an urgent item, please check the delivery date and place separate orders.
Q. Can I specify the shipping carrier?
The shipping carrier varies depending on the order content and delivery address.
Q. Do you ship internationally?
We do not offer direct international shipping.
Customers outside of Japan should use international shipping services such as Tenso.com.
All costs associated with the use of forwarding services, such as forwarding fees, customs duties, import taxes, and customs clearance procedures, will be borne by the customer.
About Payments
Q. What payment methods are available?
The following payment methods are available:
Credit card payments are accepted as a single lump sum payment only.
Available payment methods may change depending on the terms and conditions of each payment service.
About Returns and Exchanges
Q. Can I return or exchange items?
We do not accept returns or exchanges due to customer convenience, such as incorrect size or difference in image.
Q. The item I received was defective or different from what I ordered.
If the product has an initial defect,
After confirmation, we will arrange for an exchange for a non-defective item or a refund.
We cannot accept items returned without prior notification, so please be sure to contact us in advance.
Q. When will my refund be processed?
If a refund is approved,
Please note that it may take several days for the refund to appear on your statement due to processing by credit card companies and other payment services.
About Personal Information and Terms of Use
Q. How is personal information handled?
For details on how personal information is handled,
Q. Where can I find the Terms of Use?
Please refer to the Terms of Use.
Contact Us
Q. How can I contact you?
Email: info@vaxiv.co.jp
Phone number: 03-6821-6075
Hours: Weekdays 11:00 AM - 6:00 PM (excluding weekends and public holidays)
If your question is not answered in the FAQ, please contact us at the above.