Refund policy

At Shopmackey.ca, we want to ensure you are completely satisfied with your purchase. Whether you are shopping in Canada or internationally, please review our return eligibility, guidelines, and instructions below.

1. Return Eligibility & Timeframe

You have 30 days from the date of delivery (or date of purchase for in-store orders) to request a return.

To be eligible for a return, items must meet the following conditions:

  • Condition: Unused, unwashed, and in brand-new, resalable condition.
  • Tags & Packaging: Original tags must be attached, and original packaging (such as shoe or boot boxes) must be intact and undamaged.
  • Cleanliness: Items must be free from stains, pet hair, scents, or marks (e.g., deodorant).
  • Footwear Guidelines: Boots and shoes must be clean and free of scuffs, scrapes, or dirt. Please try on footwear indoors on a carpeted surface until you are sure of the fit.

Note: Items returned with damaged packaging, signs of wear, or missing tags cannot be accepted for a refund.

2. Regional Return Options & Fees

Domestic Returns (Canada)

  • Cost: FREE
  • Carrier: Canada Post
  • Details: We cover the cost of return shipping for all domestic orders within Canada.

USA & International Returns

  • Return Fee: $50 CAD Flat Fee (deducted directly from your final refund).
  • Carrier: FedEx (Prepaid Shopmackey.ca Return Label)
  • Details: Due to international customs regulations, all USA and international returns must use a Shopmackey.ca-issued FedEx return label. This label ensures the package is designated as "Returned Goods" upon entry to Canada, avoiding unnecessary customs duties and brokerage taxes.

3. Non-Returnable Items & Conditions

  • Final Sale Items: Sale and discounted items are final sale and cannot be returned or exchanged.
  • Shipping Charges: Original shipping fees paid at checkout are non-refundable.
  • Missing Proof of Purchase: A receipt or order number is strictly required for all return processing.

4. How to Initiate a Return

All returns (Domestic and International) are submitted online through our self-serve customer portal:

  1. Go to account.shopmackey.ca
  2. Log in using the email address associated with your order.
  3. Enter the 6-digit verification code sent to your email inbox.
  4. Select the order containing the item(s) you wish to return and click Request return.
  5. Select the return reason, add any relevant notes for our team, and click Request return.
  6. Once your request is approved, follow the instructions for your location:
  • Canadian Orders: You will receive an email containing a Canada Post PR code. Bring your package and your Mackey Order Number to any local Canada Post office. The agent will scan the PR code and print your free return shipping label.
  • USA & International Orders: You will receive an email with a prepaid FedEx return label. Print and affix this label to your package. The $50 CAD return fee will be automatically deducted from your final refund.

5. In-Store Returns

Returns for online or in-store purchases can be made at our flagship store in Sherbrooke, Québec within 30 days of purchase or delivery.

  • In-store returns must meet all condition guidelines listed above.
  • You must present your original receipt, packing slip, or order confirmation.

6. Exchanges

We do not offer direct item-for-item exchanges online. If you need a different size, color, or style, please submit a return request for your original item and place a new order online for the replacement item.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at service@shopmackey.ca with your order number and photo evidence of the issue. We will arrange a replacement or full refund at no additional cost to you.

8. Refund Processing & Timelines

  • Inspection: Once your return arrives at our Sherbrooke warehouse, it will be inspected to confirm it meets our return eligibility criteria. Please allow up to 3 weeks for return inspection and processing.
  • Issuance: Approved refunds will be credited to your original payment method. (International refunds will reflect the total item cost minus the $50 CAD return fee).
  • Posting Time: Once approved, please allow up to 10 business days for the credit to post to your bank or credit card statement.
  • Follow-up: If more than 15 business days have passed since your return approval confirmation and you have not received your credit, please contact us at service@shopmackey.ca.

9. Policy Compliance

Shopmackey.ca reserves the right to refuse any return or refund request that does not comply with the conditions outlined in this policy. Items sent back without approval or failing inspection will not be refunded.