FAQ

The shipping fee includes both the shipping charges and the cost of packaging materials. It is not limited to shipping costs alone.

At checkout, customers may select the most economical shipping option. However, actual shipping rates may vary at the time of dispatch due to fluctuations in carrier pricing. As a result, we may choose a different carrier than the one selected at checkout.

If you must use a specific carrier, please leave a note at checkout. In such cases, we will not change the carrier. Should this result in any difference in shipping costs, we will notify you by email and issue a revised invoice accordingly.

Our shipments are dispatched from Canada. If you are located in other countries or regions, please be sure to pay attention to customs-related matters.

Please note that we do not handle any customs-related issues. Customers are solely responsible for resolving all customs matters and for covering any additional shipping fees incurred if a shipment is returned due to customs clearance issues.

However, you are welcome to leave a note in advance if you have any tips that may help with customs clearance.

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.

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.

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

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.

If an order was placed more than 6 months ago, we are unable to refund the payment to the original payment method. In this case, we can provide store credit or a gift card instead.

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

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.

You may change your delivery address at any time before the deadline that will be sent to your email. 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.

You may change your delivery address at any time before the deadline that will be sent to your email. 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.

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