FAQ

• elife provides a service that allows users to receive consultations and prescriptions from doctors affiliated with medical institutions in Japan online, anytime, anywhere.

• We also provide services that allow you to purchase non-prescription medicines that can only be handled by medical institutions.

• Doctor appointments are available between 7am to 11:30pm.

• Customer support can be reached between 9:30am to 6:30pm.

• Please note that we may not be able to respond promptly depending upon the volume of inquiries received. We will get back to you as soon as we can.

• If you need to urgently contact a doctor, please go to your local medical institution.

• Medicines are prescribed by Japanese licensed doctors from affiliated medical clinics.

*We check credentials of the doctors and clinics to offer safe, high-quality, evidence-based treatment and care for all of our customers.

• elife is an online medical examination service that is not covered by health insurance, and will be at your own expense.

• The medication is purchased by the medical institutions affiliated with elife under the direction of a physician through an authorized dealer or distributor.

• Please note that due to shipping adjustments and supply shortages, there is a possibility that the manufacturer may be changed from the medication previously delivered to you. Please note that the photos on the website are for illustrative purposes only and that customers cannot choose the manufacturer of their medications.

• You need to register an account for both the online medical practice and elife official shop.
• If you have registered an account for only one of those, you will not be able to login to the other website.

*Please make sure to use the same e-mail address when registering for both accounts.

• If the registered e-mail is a carrier e-mail such as (@ docomo.ne.jp, @ ezweb.ne.jp, @ softbank.ne.jp, @ i.softbank.jp, etc.) you may not receive the e-mail.

• Also, if it is sorted to spam by your default setting on your phone or laptop, you may not receive the e-mail as well.

• The domain setting method varies depending on the cell phone company you are using. (You will be redirected to an external site)
• docomo
• au
• Softbank
• If you have not received the verification email, please check your spam folder or remove the spam filter.

• If you still do not receive the verification e-mail after following the steps above, please contact us from our Customer Support form (https://help.elife.clinic/hc/ja/requests/new).

• Please contact Customer Support if you would like to close your account.

• Please note that medical information provided by you to your physician is required by law to be stored and retained for at least 5 years. Medical information is stored at our medical institutions, but due to system operations, you may not be able to access your information after your account is deleted. We recommend that you keep your account open if you plan to use our services in the future. Once deleted, your operation cannot be undone.

• You can change your registered information from [My Page] → [Account Information].

• You can change your registered credit card at any time, but must have at least one credit card registered while using elife's services.

• You can earn 1% of the purchased amount in points, which you can use for transactions made on the elife online consultation platform and the elife official shop. Additionally, we plan to run various campaigns regularly, so please look out for notifications our email newsletter.

• eMoney is valid for 6 months (180 days) from the date of acquisition.

• eMoney earned from canceled or returned orders will expire upon cancellation or return. If eMoney have already been used, they will be deducted from your balance.

• You can exchange your available eMoney for "Loyalty Tickets," which can be used for each order. Find out how to exchange your eMoney for Loyalty Tickets here.

• There are two types of loyalty tickets: one for "Telemedicine" and the other for "Official Shop".
• Please exchange the ticket for either one depending on your purpose of use.

• If you want to use the ticket for online medical care, but you have exchanged the ticket for elife's official store for eMoney, please contact us through our Contact Us page.

• Loyalty Tickets will expire 30 days after the issue date.

• If you cancel or return an order, the Loyalty Tickets will be refunded to you. Please note that the expiration date remains unchanged.

• Signing up to elife is free.

1. All consultations are free.

• We will handle each request individually. Please contact us to request your receipt.

• You can apply a promo code yourself at checkout when you place an order. You can also apply the promo code to the next order of your subscription through your My Page. Please note that customer support cannot enter or apply promo codes on your behalf, including before or after payment.

• elife accepts credit card payments (VISA, MasterCard, JCB, American Express, Diner's Club) and Paidy.

• Credit card payments are processed through GMO Payment Gateway and Stripe.

• Medicine is typically shipped with Yamato Transport's Neko Post or Kuroneko Yu-Packet (postal box delivery). If your order does not fit in the smaller box, we wil use Takkyubin Compact or Takkyubin.

*Cool delivery is used for medicines requiring refrigeration.

• If payment and consultation are completed by 4:00 p.m. on weekdays or by 3:30 p.m. on weekends and holidays, medicines and products will be shipped on the same day, and at the earliest delivered to the registered address the next day, depending on your area.

• In some areas (Hokkaido, Aomori, Akita, Okinawa, remote islands, etc.), it may take several days to deliver.

• Note: All deliveries are handled by Yamato Transport.

• We will ship your order after payment is confirmed.

• You can check your tracking number on your My Page, and track your delivery via the Yamato Transport website.

• Packages will typically delivered from 「elife提携医療機関」(elife Partner Medical Facilities) by Yamato Transport, but packages can also be sent in an unmarked cardboard box with just the customer name and address, upon request. In this case, the package will be unidentifiable from the outside as medicine. This option can be chosen when you sign up.

• Yes, it’s possible. Please enter your preferred delivery address during registration. If you need to update the registered address later, please contact customer support.

• elife is unable to make changes to the registered delivery address after shipment or redirect packages to convenience stores or other locations.

• elife is unable to accommodate specific delivery time requests.

Please contact our customer support and we will look into the situation.

• Medications cannot be returned, exchanged or cancelled after the prescription has been confirmed. We also do not accept returns, exchanges, or cancellations for non-prescription items.

• Subscriptions can be cancelled at any time 48 hours before the payment date, without any cancellation fees.

• If you have any questions, please contact our customer support.

• A subscription is a plan in which each medication is delivered to your designated location at regular, specific intervals.

• The first order of a subscription will be shipped after the consultation and prescription are completed, and the first payment is made.

• As seen below, only the second payment and shipment will be made on an earlier cycle than the third and subsequent payments and shipments.

*Please note that subscription durations vary between treatment categories. Please check the respective page of each treatment category for more details.

• 10 Day Trial Plan (Rybelsus 3mg, 7mg, Kampo, Pantogar)

The second payment and shipment will be made 8 days after the first payment date, and will be thereafter automatically convert to a monthly subscription plan. The third and subsequent payments and shipments will be made at 30-day intervals from the second payment date..

• Monthly subscription (if the number of pills per month is a multiple of 30)

The second payment and shipment will be made 25 days after the first payment date. The third and subsequent payments and shipments will be made at 30-day intervals from the second payment date.

• Monthly subscription (if the number of pills per month is a multiple of 28, or if the medicine is an injection type)

The second payment and shipment will be made 23 days after the first payment date. The third and subsequent payments and shipments will be made at 28-day intervals from the second payment date.

• 45-day Subscriptions (ED)

The second payment and shipment will be made 40 days after the first payment date. The third and subsequent payments and shipments will be made at 45-day intervals from the second payment date.

• 2-month Subscriptions (ED)

The second payment and shipment will be made 55 days after the first payment date. The third and subsequent payments and shipments will be made at 60-day intervals from the second payment date.

• 3-month Subscriptions (if the number of pills per month is a multiple of 30)

The second payment and shipment will be made 85 days after the first payment date. The third and subsequent payments and shipments will be made at 90-day intervals from the second payment date.

• 3-month Subscriptions (if the number of pills per month is a multiple of 28, or if the medicine is an injection type)

The second payment and shipment will be made 79 days after the first payment date. The third and subsequent payments and shipments will be made at 84-day intervals from the second payment date.

• 3-month Subscription (delivered monthly)

*Note: The payment and shipping cycles are different for certain plans.

Payment: The payment for the second shipment will be made 79 days after the first payment, and subsequent payments will occur every 84 days after.

Shipping: You will receive one month’s supply of medication each month, in the dosage and quantity of your prescription. The second shipment will be sent 23 days after the first payment and shipment, and subsequent shipments will be sent every 28 days after the second payment.

• 6-month Subscriptions (if the number of pills per month is a multiple of 30)

The second payment and shipment will be made 175 days after the first payment date. The third and subsequent payments and shipments will be made at 180-day intervals from the second payment date.

• 6-month Subscriptions (if the number of pills per month is a multiple of 28, or if the medicine is an injection type)

The second payment and shipment will be made 163 days after the first payment date. The third and subsequent payments and shipments will be made at 168-day intervals from the second payment date.

• 6-month Subscription (delivered monthly)

*Note: The payment and shipping cycles are different for certain plans.

Payment: The payment for the second shipment will be made 163 days after the first payment, and subsequent payments will occur every 168 days after.

Shipping: You will receive one month’s supply of medication each month, in the dosage and quantity of your prescription. The second shipment will be sent 23 days after the first payment and shipment, and subsequent shipments will be sent every 28 days after the second payment.

• 12-month Subscriptions (Medical Skincare only)

The second payment and shipment will be made 355 days after the first payment date. The third and subsequent payments and shipments will be made at 360-day intervals from the second payment date.

Please note that your subscription will be automatically cancelled if the post-prescription payment is not made within 14 days of the date you are charged.

Additionally, please note that the frequency of required medical consultations (duration and doses possible for long-term prescriptions ) varies depending on the medication. If you do not receive a medical consultation, your subscription will be automatically cancelled. We will inform you of the next and subsequent medical consultations by e-mail.

If the doctor deems it inappropriate for you to continue the subscription based on health reasons, the subscription will be automatically cancelled even if there is still time left on the prescription period.

If the medication prescribed during your subscription period no longer suits you or if you would like to try a new medication, you can change your medication after a follow-up consultation. The change is managed by customer support. Please contact our Customer Support.

• If you are unable to take your medication due to illness or other unavoidable circumstances, please cancel your subscription via the inquiry form on our site or LINE at least two days before the next payment and shipment date.

You can make changes from your profile page up to one month in advance.

You can change your reservation up to 3 months in advance.

For changes required more than one month in advance, please contact us separately using the Customer Inquiry Form.