Frequently Asked Questions

Before placing an order, please create an account on the official website. All notifications will be sent to the email you link to your account.

It is important for you to check your emails (including the junk folder) regularly. 

As a buyer, the email linked to your account and order will be our only way of verifying you.

Any translated English versions will be explicitly marked with “(English Edition)” written in the listing after the book title.

Eg:
The Missing Piece（English Edition）
Silent Hearts（English Edition）

If the title does not contain "(English Edition)", then this means that the listing is not the English edition of the book. Please take note.

Yes. In addition to the extra chapters that have been published, we will try our best to get new extras or bonus stories and authors’ autographs.

However, there is no guarantee.
If you order multiple sets of the same novel, you can expect multiple sets of freebies.

Note:
Freebie merchandise are provided to buyers as gifts only, and are thus not eligible for refunds or defect replacement.
However, please still remember to include the freebie merch in your unboxing videos, as you may be eligible for replacement if you are missing any freebies or if you’ve been sent the wrong ones. Otherwise, follow the same procedure for replacing defective books.

We typically have a time-limited sale promotion wherein we offer author autograph cards (We will notify whether we have or not). Generally, within the first hours of pre-orders, buyers will receive an autograph card with a short, handwritten quote. Otherwise, within the first days of pre-orders, buyers will receive an autograph card with just the signature.

After that, there will be no more autograph cards for pre-ordering.

“Pre-Order” means that the book has yet to be put into production, and that buyers should expect to wait at least 3-5 months for printing and shipping. 

“In Stock” means that the book has been printed and that the pre-orders have been shipped. The remaining books are already in stock and ready to be shipped within 10 days of a buyer’s placement of the order.

However, if we do not have it in-stock, you have to wait no more than 6 month to receive the book.

(In stock will put into production twice a year.)

You MAY NOT combine multiple "Pre-Order" titles in the same order.

You MAY NOTcombine a "Pre-Order" title with "In Stock" titles in the same order.

You MAY combine multiple “In Stock” titles in the same order.

You MAY purchase multiple copies of a single "Pre-Order" title.

We do not delete any content, explicit or otherwise, from any of our English books.

All English translations are done using the version of the complete novel that the author provides us. Translation is an art of interpretation, and, as such, there is no such thing as a perfect translation. We can only promise to do our best.

Yes, we are considering different platforms upon which to stock our products. However, any books sold on these other platforms will not come with freebie merch or author's autograph cards, and the book might have its specialized printing effects reduced. You would only be receiving the book itself if you order on outside platforms.

Our most immediate considerations have been for getting the books ready for Amazon sale after the pre-orders on our official website end.

Please see more details here: https://vialactea.ca/pages/contact

Yes, you can cancel your order and request the refund thereof at any time before the end of the pre-orders. Pre-orders usually last 30 days; please note that the cancellation deadline is the same no matter when you place your pre-order. Once the pre-orders have finished, no refund requests will be accepted.

You may change your delivery address at any time before the deadline that will be sent to your email. However, you may not change your address to anywhere that would result in different shipping costs. Once the deadline has passed, no address changes will be allowed.

Any losses incurred from missing the deadline to request refunds or address changes are the responsibility of the buyer.

The 3-5 months listed earlier refer to a time period that begins at the end of pre-orders, meaning that a buyer might expect to wait up to 7 months if they placed the order at the very beginning of pre-orders.

Moreover, our listed times are all estimates, and sometimes production might take longer than expected. Especially now during a time of global disarray, there will be logistical issues that are out of our control. We are doing our best to mitigate these issues, but there’s only so much that we can do.

We accept VISA, MasterCard, Paypal and other internation payment.

Please note that the available payment methods may change depending on your region.

We do not accept cash on delivery.

Please remember to take an unboxing video once you receive the package. If you have been sent the wrong items, or if your package is missing any items, please use your unboxing video to claim any necessary replacements or a reshipment of your items. This can be done by contacting our customer service with the video.

The unboxing video must be clear and unedited, and it must be taken in a continuous shot starting from before the package is broken into. Any defects must be clearly displayed in the video, and all contents of the box must be shown, including the emptied box, in order to claim any missing items.

What qualifies as a defect?
1. Printing issues such as: ink blotches that hamper reading, words shaded or obscured by double printing, missing ink, etc.

2. Transportation issues such as: serious corner bumps (minor corner bumps don’t count), moisture-related damage, creases and scratches on the outside covers of more than 7 cm (3 in), etc. All of this must be visible before the removal of the shrink wrap; please do not remove the shrink wrap if you suspect any defects, and please wait to remove it after we respond to your support ticket.

3. Quality issues such as: joint pages from trimming issues, loose pages, large stains, binding errors, missing pages, etc.

Don't hesitate to get in touch with customer service if you find any of the above problems (info@vialactea.ca). If you qualify for a replacement, we will ask you to simply destroy the defective book (photos required), and we will send a replacement for you.

All major credit card providers generally take 5-7 business days to process your refund before it appears in your bank account.

For other payments, it depends on how many request in the queue.

The best way to change your order is to contact our support:

Website: support.vialactea.ca

Email: info@vialactea.ca

If an order is shipped or pass the due date we announced, we won't be able to make any changes to your order.

Please check the book's category first.

“Pre-Order” means that the book has yet to be put into production, and that buyers should expect to wait at least 3-5 months for printing and shipping.

“In Stock” means that the book has been printed and that the pre-orders have been shipped. The remaining books are already in stock and ready to be shipped within 10 days of a buyer’s placement of the order.

However, if we do not have it in-stock, you have to wait no more than 6 month to receive the book.

(In stock will put into production twice a year.)

You MAY NOT combine multiple "Pre-Order" titles in the same order.

You MAY NOTcombine a "Pre-Order" title with "In Stock" titles in the same order.

You MAY combine multiple “In Stock” titles in the same order.

You MAY purchase multiple copies of a single "Pre-Order" title.

All of our books can be shipped worldwide from our Canadian headquarters.
However, shipping to places outside of North America can be expensive. When you place your order on our website, complete the address and the system will calculate the postage based on your location.

The listed price in [full]+title includes the book price, as well as the sales tax that is local to us.

Please input your address and the website’s shipping system will automatically calculate Canada Post’s shipping rate for your address. You may not place an order for the [split]+title if the system doesn’t allow you to do so after you input your address.

Please note that some countries (especially those in the EU) charge customs fees for overseas deliveries. If such fees are incurred, your books may be withheld by your local customs office until you pay any outstanding fees. We are not responsible for such charges.

Please check with the customs office in your country if you have any additional questions and/or concerns.

This mostly happens if you place an order that combines different pre-order titles or a pre-order title with any in stock books. This is because you cannot combine your orders in such a way.

Please refer to “What does “Pre-Order” and “In Stock” mean?” for more information about how titles may or may not be combined in your orders.

For buyers based in the Asia Pacific region (e.g. Malaysia, Singapore, etc.), it very likely cheaper to use a forwarding warehouse to ship to your location than to use the direct shipping services that we provide from our Canadian warehouse.

However, you are fully responsible for the third-party agent or any forwarding warehouses that you choose to employ. We are not responsible for any damage, defects or loss of package caused by third party forwarding services. Printing defects might still be eligible for replacement. It is at the buyer’s discretion to decide whether or not to use an agent or forwarding warehouse.