ORDERS AND SHIPPING
How much do you charge for shipping?
We’ll ship your order for FREE. We want you to have an exceptional experience so enjoy our complimentary shipping service.
When will my order arrive?
Orders are generally shipped within 24 hours.
Orders placed before 2pm EST are shipped the same day.
Most orders will be delivered in 1-2 working days.
Some orders can take between 3-5 working days depending on your location.
Remote locations can take longer.
How can I track my order?
Click HERE to track your order.
Where is my order confirmation email?
Typically, you will receive an Email within 1 hour of placing the order. In some cases, it can take up to 24 hours for an order confirmation Email to arrive because orders are passed through fraud and ID security checks after the order is placed.
Is there a signature upon delivery required for my order?
Someone at the shipping address must sign for the order.
Where do you ship to?
We ship to Canada, The US, The UK, France, Italy, Germany, and to many other European countries. See a full list
We accept payments from International billing addresses.
Do you charge customs fees or duty?
No. We don’t charge any customs fees/duty.
Orders with a ship-to address in Canada ship from Canada.
Orders with a ship-to address in the US ship from the US.
Orders with a ship-to address in the UK or Europe ship from Europe.
What are the accepted forms of payment?
We accept Visa, Mastercard, American Express and PayPal.
When will I be charged for my order?
You will only be charged once your order has shipped.
How can I cancel my order?
Call our customer experience team within 30 minutes after you placed the order 1-855-622-5243
If it’s outside regular business hours (9am-5pm EST) please Email SHOP@MACKAGE.COM
Can I change the ship-to address while my order is in transit?
We currently do not reroute orders.
Out of stock items:
If an item ordered becomes out of stock, you will receive an email detailing the item in question. You will not be charged for the item.
Online items are re-stocked 2 times per week so check back as availability changes regularly.
How does Pre-order work:
When a product is listed as Pre-Order, the product is not yet in stock but is available to purchase. You will not be charged until the item ships. We will provide you with an approximate ship date for your item(s) at the time of purchase. Please be aware that Pre-Order dates are approximate and subject to change. We will contact you if the ship date changes.
RETURNS & REFUNDS
What's your return policy?
You may return your unused product for a full refund within 30 days of the purchase date.
Make sure the merchandise you return is in its original condition, tags included, otherwise we will be unable to accept your return and issue a refund.
To request a return, please contact us at 1-855-622-5243. If it’s outside regular business hours (9am-5pm EST) please Email RETURNS@MACKAGE.COM.
For exchanges, you may place a new order for your desired item and we’ll waive the standard shipping costs. You will be charged for this order when it ships and once we receive your return, your refund will be processed.
Items purchased on sale online in October, November and December can only be returned by phone or Email to customer service. Retail stores will not accept returns from online sale items.
Items purchased using PayPal may be returned in-store for a Merchandise Credit only. Refunds for PayPal orders can only be processed by contacting customer service.
How do I return an item?
If you are shipping the item back, you must send an Email with the below information to RETURNS@MACKAGE.COM to validate your return
- Order number
- Style name
- Return reason among the following: too small, too big, model/cut, colour, wrong article or defect (with a description of the issue)
Once your send us the email, ship back your item using the pre-paid return Fedex label that was provided in your original shipment. Drop off your package at your local FedEx ground drop-off center or call FedEx at 1-800-463-3339 to arrange a pick-up. Once we receive your package, your refund will be processed in the following 7-10 business days. You will be notified by email when the refund has taken place. Note that it can take between 3-5 business days to appear on your issuing bank account statement.
Refunds are processed within 7-10 business days following the receipt of your package at our warehouse. Note that it can take between 3-5 business days to appear on your issuing bank account statement.