FAQ

Regular in-stock (non-preorder) books are not eligible for refunds.

Pre-order books can be refunded at any time before the pre-order period ends. However, refunds are partial: 96% of the payment minus CAD 0.30 will be returned.

For example, if you request a refund of CAD 100, you will receive:

100 × 96% − 0.30 = CAD 95.70

To request a refund, please use the email address you placed the order with and send your order number to info@vialactea.ca. We will process the refund 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.

Refunds are partial: 96% of the payment minus CAD 0.30 will be returned.

For example, if you request a refund of CAD 100, you will receive:

100 × 96% − 0.30 = CAD 95.70

We generally process refunds to the original payment method. However, in some cases, refunds to the original payment method may fail. If this happens, we will issue the refund in the form of store credit or a gift card instead.

In most situations, orders placed within the past 6 months will not encounter this issue, except for payments made via OTT PAY. If such a situation does occur, we kindly ask for your understanding.

For orders placed more than 6 months ago, refunds to the original payment method are no longer possible. In these cases, refunds will only be issued as store credit or a gift card.

The store credit or gift card can be used multiple times until the full balance has been spent.

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.

If a reshipment is required due to product defects or quality issues, the reshipment cost will be covered by us.

For all other reasons, including but not limited to customs issues, failed delivery attempts, incorrect or incomplete addresses, the reshipment cost will be the customer’s responsibility.

Please note that reshipment fees may include double shipping charges:

• the return shipping fee charged by the courier
• the shipping fee required to resend the package to you.

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 after sales requests for any orders must be responded to within 10 business days and fully completed within 1 month, including but not limited to the following situations:

1. You receive the book and find missing items or defects

2. We have sent you an email, including but not limited to reminders about an incorrect address, shipping fees, or other order issues that require your cooperation

3. We have sent a shipping announcement or email, including but not limited to situations where the tracking number was not received

Once this time period has passed, we will no longer process any after sales requests. The order will be archived and considered completed.

Thank you for your understanding and cooperation.

If you would like to publish your book with us, please include the following information and send it to book@vialactea.ca, We will respond within 10 business days.

Please include:

Title:

Author:

Link to the manuscript:

Contact information:

Brief synopsis:

Copyright ownership:

Submission language:

Additional information (optional):

We only accept English and Chinese submissions.

Yes. We accept submissions in both Chinese and English, and we are able to translate the work into the corresponding language for publication.

Please indicate your language and publication preference in the Additional information (optional) section when submitting your manuscript.

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.

Please note that all third-party distributors make payment only at the time of shipment. As such, we are not responsible for any issues, losses, or disputes arising from dealings with third-party distributors.

For your own financial security, we strongly advise choosing distributors you trust and conducting transactions at your own discretion.

Books purchased through our official website or authorized partner bookstores are supplied directly by us.

Items purchased from third-party platforms such as are fulfilled by other platforms, and therefore differ in edition, packaging, or included materials.

Email: info@vialactea.ca

1. If the book page shows a Freebies option, it means freebies are available for this book. You may choose Book + Freebies when placing your order.

2. For single-title orders of 10 copies or more, freebies will be included at no additional cost, subject to stock availability.

3. If the book page does not show a Freebies option, it means freebies are not included with the shipment, as they are currently out of stock.

Additionally, freebies are not eligible for after-sales service, including replacement or refund, except in cases where you paid for them and items are missing from the shipment.

We does not intend to engage in or promote any political positions, nor participate in political discussions.

We strive to avoid political implications in our publications, including content, cover design, and promotional materials. If any oversight occurs, please contact us by email. We will review and make corrections promptly once confirmed.

Illustration and Artwork

In original creative fields such as illustration and artwork, AI generated content is often derived from the works of numerous designers and artists without their authorization. We believe that the use of AI under such circumstances does not respect original creative labor or copyright.

Therefore, we firmly oppose and strictly restrict the use of AI in illustration and artwork creation.

As we collaborate with a large number of designers and artists, we are unable to individually verify whether every submitted work involves unauthorized AI usage. If any related issues are identified, please notify us by email. We will investigate and take actions promptly after verification.

Translation

In all commercial collaborations, we consistently respect and honor the efforts and contributions of every partner we work with.

For translation projects, our standard workflow requires two to three human translators and editors to conduct word by word translation, revision, and polishing.

Within this framework, AI may be used solely as a tool to improve efficiency and linguistic quality, but never as a replacement for human professionals.