Shipping, Return, and Refund Policy

Return Policy:

1. Free Returns

We understand that finding the right fit, whether it's shoes, boots, or clothing, can be difficult. For that reason, we offer quick and easy free returns*to ensure you are completely satisfied with your purchase. 

2. Eligibility for Return

Returns are accepted within 30 days of purchase, as long as the item is:

• Unused
• In brand new condition (with tags and packaging intact)
• Free from stains, pet hair, or signs of wear (such as deodorant marks)
• Boots must be clean, If possible try them on carpet (free of scuffs, scrapes & dirt) 

Items with damaged packaging (e.g., torn boot boxes) or that have been used cannot be returned.

3. Proof of Purchase

A receipt or order number is required for all returns. We cannot process returns without it. Your original packing slip is acceptable.

4. Non-Returnable Items

• *Please note that shipping charges are non-refundable.*
• Sale items are final and cannot be returned.
• If you have questions about a specific item, please contact us before purchasing.

5. In-Store Returns

Returns can be made in-store within 30 days. In-store returns must meet the same conditions as online returns.

6. Refund Process

• Once we receive and inspect your returned item, we’ll notify you about your refund status. Refund processing may take up to 3 weeks.
• Refunds will be credited to your original payment method.
• If your return is approved, please allow up to 10 business days for the refund to appear in your account. Processing times may vary depending on your bank or card issuer.
• If more than 15 business days have passed since we approved your return, contact us at service@shopmackey.ca.

7. Exchanges

If you need a different size or item, please return the original item and place a new order.

8. Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately for assistance at service@shopmackey.ca.

9. Compliance

We reserve the right to refuse any return that does not meet our conditions.

10. Return Process

How to Submit a return request

Go to account.shopmackey.ca  and Log in to your account using the email you placed the order with:

1. In the "Email" field, enter your email address, and then click "Continue."
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to the online store, and then enter the six-digit verification code.
4. Click "Request return"for the order that you want to submit the return for.
5. If your order has more than one item, select the items that you want to return.
6. Select a return reason and add a note for the store.
7. Click "Request return."

If your return request is approved and requires shipping, you will receive an email with a Canada Post PR code. This code will allow you to bring the package to your local Canada Post office and ship the item back to us at no additional cost to you

*IMPORTANT*: You must provide the Canada Post agent with your Mackey Order number

Please note: The item returned must respect our return policyto be eligible for a refund. If the item does not meet the requirements outlined in our return policy, you willnot  be refunded.

Once we receive the returned product and confirm it meets the return policy, we will process your refund.

Cancellation Policy:

• We do not allow cancellations of orders, as we cannot recover transaction processing fees incurred when orders are canceled. If you have made an error, please contact our customer service service@shopmackey.ca. We are all human, and mistakes happen; in some cases, we do make exceptions.

Shipping Policy:

• In-Store Pickup: Instead of shipping, we also offer in-store pickup. You can collect your order at our physical location.
• Processing Time: Orders are processed within 1-3 business days. You will receive a confirmation email once your order has shipped.
• Shipping Methods: We offer various shipping options, including standard and expedited shipping. Delivery times vary based on the method selected at checkout.
• Shipping Costs: We offer free standard shipping on orders over $149 CAD before tax. For orders under this amount, shipping costs are calculated at checkout based on the delivery location and chosen shipping method.
• Delivery Areas: We only ship within domestic Canada. For inquiries about international shipping, please contact our customer service.
• Order Tracking: Once your order has shipped, you will receive a tracking number via email to monitor your shipment.
• Order Refusal: We reserve the right to refuse any order for any reason.