Mackage - Frequently Asked Questions | Mackage Canada Online

How do I shop online?

Shopping online is easy!

  • Browse our products using the navigation menu at the left side of the page.
  • Once you have found an item you would like to purchase, select your size and the color you want and click on the ADD TO YOUR CLOSET button underneath each item.
  • Click the Shopping Bag button at the top of the page to review the items you wish to purchase. You can remove items from your Shopping Bag by clicking the X button next to the item.
  • Click on Proceed to Checkout to complete your purchase

You can also place your order over the phone. Please call Customer Care at 1.866.973.5287 ext 123 from Monday through Friday, 9:00AM to 5:00PM (Eastern Standard Time).

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How can I modify my order?

If you wish to modify or cancel an order, please email us at shop@mackage.com or call us at 1.866.973.5287 ext 123 as soon as possible. Customer Care is available by phone from Monday through Friday, 9:00AM to 5:00PM (Eastern Standard Time).

Please include your Order ID number in your email.

Please note that once your order has been shipped, no modifications can be made and you will have to follow the return or exchange procedure.

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When will I receive my order?

Within 4 business days of placing your order, you should receive an email from FedEx containing the tracking number for your package. If you placed your order more than 4 days ago and have still not received a tracking number, please call us directly at 1.866.973.5287 ext 123 or chat live with one of our Customer Care representatives.

You can track the status of your order by going to www.fedex.com and entering the tracking number you received by email.

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How can I track my order?

You will receive an email from FedEx containing your tracking number within 4 days of placing your order. You may track the status of your order at any time by visiting www.fedex.com.

If you placed your order more than 4 days ago and have still not received a tracking number, please call us directly at 1.866.973.5287 ext 123 or chat live with one of our Customer Care representatives.

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Which credit cards do you accept?

For the Canadian online store, we accept Visa, Mastercard and American Express. For the US online store, we accept Visa and Mastercard only.

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Do you charge sales tax?

  1. For orders shipped to Canada:

    Sales taxes are charged on all orders. Rates vary depending on the Province/Territory of the shipped address.

  2. For orders shipped to the US:

    Sales taxes are charged only on orders shipped to the states of New York and Florida.

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What currency do you use?

For orders placed on our Canadian online boutique, we use Canadian Dollars.
For orders placed on our US online boutique, we use US Dollars.

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How will my order be shipped and what are the shipping charges?

For all orders, please allow 2 business days for processing before the following shipping delays apply

For orders shipped within Canada, you have two shipping options:

  1. FedEx Ground Delivery:

    There is no Shipping & Handling charge and it will take approximately 2-5 business days depending on the shipping address

  2. FedEx Overnight Express Delivery:

    The Shipping & Handling charge is $28 and a parcel will be delivered overnight

For orders shipped within the US, you have two shipping options:

  1. FedEx Ground Service:

    There is no Shipping & Handling charge and it will take approximately 2-7 business days depending on the shipping address

  2. FedEx Express Delivery:

    The Shipping & Handling charge is $32 per parcel and it will take approximately 2 business days for delivery

Please note that we do not normally ship outside of the US and Canada. See the following question for more information and exceptions.

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Which countries does Mackage ship to?

Unfortunately, we do not ship outside of Canada and the US at this time.

Please visit our website for international retailers who carry our products, or visit one of the following online shops that provide international shipping:

If you are unable to locate the style you are looking for in any of these online stores, we sometimes accommodate special requests. Please note that any items shipped internationally are not refundable or exchangeable. Furthermore, you will be required to fill out an authorization form and provide us with a photocopy of the credit card used in the purchase (front and back) and a photocopy of your identification (front and back). In addition, you will be responsible for any local duties and shipping costs.

If you want to proceed, please call us directly at 1.866.973.5287 ext 123.

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Do you accept international credit cards?

Yes, we do accept international credit cards.

However, since we are not able to verify international credit cards with the issuing banks through our website, we must follow this additional procedure.

If you are shipping your order within Canada or the US, please provide us with the following information and we will process your order:

  • Front and back copies of the credit card used in the purchase
  • Front and back copies of your passport OR driver’s license

You will receive an email containing a credit card authorization form. Fill it out and return it by email to proceed with your order.

Please note that we do not ship outside of Canada and the US. (See previous question for exceptions and more information)

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How can I use a promotion code?

When you have chosen the items you would like to purchase, click on the Shopping Bag button at the top of your page and then Proceed to Checkout button.

When entering your billing and shipping information, you will see a Promo Code box. Enter your promo code and click on Update. Your discount will be applied.

Be sure to note any restrictions that apply to any particular promotion. In addition, some websites advertise expired Mackage promo codes and offers. We are not able to honor these expired offers.

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Do you make price adjustments?

Excluding coupons and temporary price reductions, we offer a one-time price adjustment within 7 days of the date of your purchase. There are no exceptions.

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What size should I order?

Please check our Size Chart to find which size will fit you best.

Since sizing and cut may vary between styles, please use the size chart as a general guide.  If you fall between two sizes, you should go up if you want extra space for a thick winter sweater or size down for a snug fit.

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What if an item is unavailable?

If the item you want is unavailable, fill out the pop-up form that will appear when you try to add an out-of-stock item to your cart.

If the item comes back in stock, you will receive an email from Customer Service inviting you to visit the website and place your order. If the item you requested will not be restored to our inventory, you will also be informed by email.

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Do I need to sign for my order?

Due to the high value of our products, all orders require a proof of delivery and a signature is required.

Please contact FedEx at 1-800-463-3339 to schedule an appointment for a time you will be available at the shipping address. Please have your order information as well as your tracking number ready with you.

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What is your return policy?

Returns and exchanges are accepted on merchandise within 10 days of receipt, based on the FedEx tracking code. Items must have not been worn, altered or washed and all tags must be attached (including the refund tag attached to the back of the item).

Shipping charges are non-refundable and a $15 restocking fee is applicable on all returns and exchanges. We will send a prepaid return label so your return shipping is free.

See the following question for more information about the return procedure.

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How do I return or exchange an item?

Fill out a return or exchange form, which can be found on our website. This form must be completed as soon as possible and no later than 10 days after you have received your package.

After submitting the form, you will receive an email containing instructions as well as a prepaid FedEx label. Print the label and attach it to the sealed package. Drop off your package at your local FedEx drop-off center or call the number on the instruction sheet to arrange a pick-up. You must send the merchandise within 5 days of receiving the label or the return will be cancelled.

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When will my credit card be refunded?

Once we receive your package in our warehouse, your refund will be processed in the original form of payment within 5 business days. You will be notified by email when the refund has taken place. Please note that your bank may require additional processing time before crediting your account.

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How can I contact Customer Care?

If you cannot find the answer to your questions here, or you have other comments or concerns, please contact us directly.

By email: shop@mackage.com

By telephone: + (514) 388-5287
Toll free: 1-866-973-5287

Calls are received Monday through Friday, 9:00AM to 5:00PM (Eastern Standard Time)

Live Chat: visit our website Monday through Friday, 9:00AM to 5:00PM (Eastern Standard Time) to speak with a Customer Care representative

By mail:

Mackage Online Store- Customer Care
9655 Meilleur Street
Montreal, QC H3L 0A1
Canada

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