FAQs

Our Customer team is based out of our Osaka, Japan head office with partial support available through our offices in Taiwan. The team’s hours of service are Monday to Friday from 9:00 AM to 6 PM JST(excluding holidays). We have limited support available on the weekends.

To reach our team, please visit our contact page to submit your inquiry or send us a message via the Chat Bubble on the bottom right corner.

To reach our team, please visit our contact page to submit your inquiry or send us a message via the Chat Bubble on the bottom right corner.

We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Notify Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!

Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!

Pre-ordered products usually refer to the product that we need longer time to stock up due to not yet released or the matter of production capacity or logistics factors. The processing time varies by product, please refer to the estimated shipping time on the product detail page for the specific item.

The safety of our customers is a key priority, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels.

The warranty period of the product is in accordance with the regulations of the original Japanese manufacturer, and it is only applicable in Japan. If you would like to use the Japanese warranty, you can send it back to Japan. The shipping fee and related maintenance costs will be paid by the you. We will assist with the communication between you and the Japanese manufacturer.

For the best shopping experience, at this moment, we only accept orders that are placed when logged into an account.

We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Please be advised that once an order is placed, it cannot be modified.

Cancellations must be requested within 24 hour of the order being placed and within our service hours (Monday-Friday, 9:00 AM-6 PM JST). While we cannot guarantee cancellations, we will try our best to accommodate where possible. Please note, we have very limited support on weekends and Japanese public/bank holidays.

Unfortunately, once an order has been placed, we cannot make any edits or substitutions. Please contact us for a cancellation so that you could place a new order with the correct items.

You can change your address within 12 hour of the order being placed by taking the following steps:
Sign in to your account ➔ Selecting the order from order history ➔ Clck on "Update Address" ➔ Enter correct address ➔Save

Order confirmations are sent out immediately. Our emails may be accidentally flagged by spam filters. Please check the spam folder of your email and mark us as nice instead of spam.

If you haven’t received confirmation from us, please contact us and we will be happy to assist further. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.

Also, you can view your order status by logging into your member account and view your order history here.

If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and we will get right on that for you!

As soon as your parcel is sent out, we will send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please send us an email with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible to cs@whowhylife.com or via Live Chat on our website.

Any damaged or incorrect orders should be brought to our attention within 7 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.

We happily ship to the following countries: Taiwan, Malaysia, Singapore, Hong Kong, China and United State.

* If we are unable to ship to your region, we’re doing our best to get there soon and we appreciate your kind patience with us in the meanwhile.

** Shipping restrictions, sanctions and embargoed locations may be subject to change. To find out whether your region is included in any current shipping restrictions, please reach out to us for more information. To reach our team, please visit our contact page to submit your inquiry.

Shipping fee is based on order detail including destination country, shipping method and the weight of the package. You can use the shipping calculator on cart page by entering the destination to see the fee before checkout.

* Shipping fees and thresholds are subject to change without notice from time to time. Shipping fees are non-refundable on all orders.

We use various couriers depending on the destination and the type of the product and, as a result, shipping times may vary. You will receive an email from us once your order has shipped with your tracking number for each order, along with a tracking link.

Please note that the below shipping timelines on the top of the page are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays - e.g. because of postal/carrier delays, logistics, bad weather, holidays, or things out of our control. Our team can be reached via our contact page. with any further queries you may have.

We try to get to orders as quickly as we receive them and in most cases fulfill orders within 2-5 business days. Fulfillment times may vary during peak periods such as after/during product launches, holidays and special promotions.

* If you are shipping to a hotel, please take note of current processing times and estimates for delivery before placing your order. WhoWhy takes no responsibility if you are not there to receive your order.

we ship worldwide, the shipping couriers vary by region and are subject to change from time to time. If you have any questions, please connect with us via our contact page.

Your billing address and shipping address do not need to match. However, for security reasons, billing and shipping addresses are required to be in the same country.

WhoWhy is offering a duty-paid service for our customers in Taiwan. There will be no additional shipping associated charges for orders shipped to destinations with a duty-paid service. For all other destinations, you may be charged additional handling, import, or tax fees as your order passes through customs. Please note, any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. Unfortunately, we are unable to reimburse any fees incurred after an order has been fulfilled from our warehouse. Should you require any further clarification, please do not hesitate to reach out to us.

When travelling across borders, your order may be held up at customs. Sadly, we do not have any control over this, we are all at the mercy of your country’s customs officials. Please be aware that there is always the potential for international orders to get caught up in the system for a longer period. This is not a common occurrence, but it can happen. Once we’ve shipped your package, we cannot do anything once it is in possession of customs officials and your country’s postal service. Please also note that if any supplementary documents are required for inspection by the local customs, the customs will contact you directly. Please pay attention to whether a letter from the customs or related documents has arrived at the designated address. If the parcel fails to pass the inspection due to your failure to actively respond to the contact of customs, you will be solely responsible.

All orders are shipped with a signature required. However, some local post service might dispatch the package directly into your mailbox without notification due to a smaller size of package.

Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours and people who you live with. If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier in regards to your missing parcel. Depending on the courier, investigations can take up to 10 business days to conclude.

Until a missing package has been returned to us or officially declared lost, we are unable to reship or refund the order.

We assess each report on a case by case basis. If the parcel is confirmed delivered with a Proof of Delivery (POD) or if a "Safe Place/Leave with Neighbour/Delivered with Consignees Authority" request is made with our courier directly, we are unable to issue a refund if these parcels are lost/stolen.

We accept major credit cards including Visa, MasterCard and American Express. When paying by credit card, your name and billing address must match the address on file with the card issuer. We also accept PayPal, Apple Pay, Google Pay, AliPay, WeChatPay and UnionPay.

Your card will be charged during checkout once your order has been placed.

We currently offer prices in the following currencies which reflect pricing in each region. Some regions include taxes and duties while others do not. Our system takes into account these variations when checking out. Currently, orders that are placed using Visa, MasterCard, AMEX, Apple Pay, Google Pay, Shop Pay and PayPal will be charged in local currency:

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by WhoWhy.

Orders that are placed using Ali Pay, WeChat Pay and Union Pay will be charged in NTD.

We only charge the amount calculated during checkout and displayed on your invoice. However, if you are using a prepaid card, there may be temporary holds or fees associated with card usage. Please refer to the terms and conditions of the card you are using for further details. If you are not using a prepaid card and believe you have been overcharged, please do contact us and we'll be happy to assist you.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return/refund (certain items excluded).

Shipping fees and product(s) listed as Sale are non-refundable.

Please note that items purchased as a bundle or set must be returned in full in order to be eligible for a refund. Partial refunds will not be offered.

You can view the full Return Policy and return instructions here.
If you have decided to apply for a return/refund, please contact us through the contact page first, and we will assist you from there. Items sent back to us without first requesting a return will not be accepted.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and well packed in its original packaging.

At this time, all shipping fees are non-refundable. We apologize for any inconvenience this may cause.

As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued. Once we have issued your refund, we'll send you an updated copy of your receipt that will show the refunded items.

Refunds are issued in the same currency as the order was paid. However, please note that the amount you get back reflects the exchange rate on the day we issue the refund. Exchange rates change every day so the amount you get back may differ from what was paid. Your understanding is greatly appreciated.

Your refund will only be issued to the same card used on your order. When a card is lost, stolen, or cancelled we can still refund that card. We cannot refund your order onto a different card. If we issue the refund and the payment is declined, we will then issue your refund via PayPal, but the transaction must be declined first.

To retrieve a forgotten password go to the log in page and click the "Forgot your password?" link under the password entry box. You will be prompted to enter your Email Address. Once you select Submit, an auto-generated email is sent with a "Reset your password" link. When you click the Reset Password button, you will be directed to the Reset password page. Here you can input and save your new password.

Log into your customer account, then you will see "Order History” display on the top of your account page. You will see a list of your most recent orders. Click on the order number to see more information about your order.

To sign up for WhoWhy email updates and get special discount, please enter your email in the field at the bottom of any WhoWhylife.com page. A discount code will be emailed to you shortly after.

Offer available to first time email subscribers and orders placed while signed in with WhoWhy account only.

*You will be emailed a one-time use code valid only at www.whowhylife.com. Full-price items only. Not valid in combination with other promotional codes. Offer valid until used. Offer cannot be redeemed for cash. Offer not valid on warranty claims or credits. Prices and specifications are subject to change without notice. WhoWhy is not responsible for typographical or photographic errors.

• Be first to know about new outdoor products, special events, stories and more.
• Log in for personalized gear recommendations before you venture out.
• We sometimes offer shipping discount for our members.
• Earn and Redeem with W Point: earning points while placing an order, following us on Instagram or refer a friend for discount and free shipping!

1. If you don't have an account on our website:
   Click the yellow button with a tiny "medal" in it (it says "會員紅利" if you use PC) on the bottoms right corner of every page ➔ Click on 【Join/加入會員】 ➔ Fill out the form and create an account ➔ Click the yellow button to see your first 100 W Points!


2. Already have an account:
   Click the yellow button with a tiny "medal" in it (it says "會員紅利" if you use PC) on the bottoms right corner of every page ➔ Click on 【Sign In/登入】 ➔ Log in ➔ Click the yellow button to see your W Points!

UIf there were multiple attempts to pay for your order, you may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. Please be assured that as the transaction was declined no funds have been transferred to WhoWhy.

To update your email address, first log in into your account. Once logged in you can edit your account details such as your email address, profile name, and password.