FAQ

Answers to Common Questions

Ordering

Are the vaping products sold on your website genuine and authentic?

All products on our website, including our own brand YORi and partnered brands RELX and ZGAR, are 100% genuine and authentic. We have established official and direct cooperation with top-tier industry manufacturers and brand partners, and implement stringent quality control throughout the entire supply chain—from raw material selection, production processing to airtight packaging—ensuring every product delivered to you meets the highest standards of authenticity and quality.

Delivery address modifications will not be processed in principle once an order is placed or a reservation is confirmed. If an address change is absolutely necessary, please contact our customer service team promptly for assistance.

Slight color discrepancies may exist due to varying computer monitor calibrations. We greatly appreciate your understanding of this unavoidable issue.

Stockouts of pre-ordered products may occur during peak order periods such as discount seasons and promotional campaigns. Our customer service team will proactively contact you to inform and solve the problem, and we appreciate your understanding.

Yes, promotional details including activity timelines, offers and product pricing may vary between our online store and physical retail locations. Please refer to the specific information of the channel you choose to purchase from.

Shipping

How much is the shipping fee, and when can I get free shipping?

A flat shipping fee of ¥22 will be charged for orders with a total amount of less than ¥500. Free shipping is available for orders with a total amount of ¥500 or more to all areas in Japan.

Usually, orders paid before 4 pm on business days are shipped the same day. Orders placed after 4 pm Friday are shipped Monday. Orders may be delayed during holidays.

Under normal circumstances, orders will be delivered within 2-3 working days after shipment.

You have two delivery options: Courier Delivery (door-to-door delivery with real-time logistics tracking) and In-store Pickup (collect your order at the designated store with the pickup code after order confirmation, and the specific pickup time and address will be notified by email).

Returns and Refunds

How long is the valid period for applying for a return or exchange after receiving the product?

You may apply for a return or exchange within 30 days (including legal holidays) starting from the day after signing for the product. Late applications will not be accepted, and this rule applies to all actual recipients.

Please keep the defective product properly and contact our customer service first. Before the warranty review, we may ask you to provide videos or photos of the product issues, or require the product to be returned for professional inspection, then follow our customer service’s instructions to proceed.

After submitting a return or exchange application and receiving the email notification of acceptance from our customer service, we will arrange for logistics staff to pick up the product at your door within 7 working days.

Each order is eligible for only one return or exchange service. If multiple products in the same order need to be returned or exchanged separately, please submit the application all at once, and no second application will be accepted for products that have been exchanged.

Some free email systems may block our notification emails. If you do not receive a reply more than 3 working days after submitting the application, please first check the spam/promotions folder of your email, or you may call us directly to confirm if the email was missed.

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