Shipping policy

1. Order Cancellation Policy

Due to non-recoverable payment processing fees incurred at the time of purchase, we do not allow cancellations once an order has been placed.

If you made an error in your order, please contact us immediately at service@shopmackey.ca. While cancellations are not guaranteed once processing begins, we handle exceptions on a case-by-case basis before the order ships.

2. Order Processing & Shipping

  • Origin: All orders are fulfilled and shipped directly from our flagship store in Sherbrooke, Québec, Canada.
  • Processing Time: Standard orders are processed within 1 to 3 business days (excluding weekends and holidays).
  • Shipping Notification: Once your order is processed and a shipping label is created, you will receive a confirmation email containing your tracking number. Tracking is also accessible via your account.shopmackey.ca portal.

3. In-Store Pickup (Sherbrooke, QC)

We offer free local pickup at our flagship store in Sherbrooke, Québec.

  • Select In-Store Pickup at checkout.
  • You will receive a notification email when your order is ready for collection.
  • Please bring your order confirmation email and a valid government-issued photo ID when picking up your order.

4. Domestic Shipping (Canada)

We deliver across Canada using Canada Post, Purolator, and UPS.

  • Shipping Costs: We offer free standard shipping on orders over $150 CAD before tax. For orders under this amount, shipping costs are calculated at checkout based on the delivery location and chosen shipping method. 
  • Exceptions & Surcharges: Additional shipping fees may apply to remote or off-grid delivery addresses, as well as orders exceeding standard package weight or dimension limits.
  • Expedited Shipping: Faster delivery options are available and calculated at checkout based on destination and package weight.

5. International Shipping (USA & Global)

International orders outside Canada are processed securely through Shopify Managed Markets (powered by Global-e). This system guarantees a seamless cross-border experience with total pricing transparency.

  • Guaranteed Landed Cost: All duties, import taxes, and local fees are calculated and collected directly at checkout. No surprise charges upon delivery.
  • Carriers: International orders are shipped via express courier (FedEx or DHL).
  • Local Currency: Pricing and checkout are displayed in your local currency.
  • Delivery Times & Rates

Rates are calculated dynamically at checkout based on location, weight, and carrier availability.

  • United States: 3–8 Business Days
  • International (Other Destinations): 7–21 Business Days (varies by region and customs processing)

Countries We Ship To

We ship to the following international destinations:

  • Americas: United States
  • Europe: Austria, Belgium, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom
  • Asia-Pacific: Australia, Hong Kong SAR, Japan, New Zealand, Singapore, South Korea

6. Delivery Estimates & Delays

Estimated delivery dates provided at checkout or via tracking numbers are approximations. Actual delivery times may be affected by factors beyond our control, including:

  • Severe weather conditions
  • Regional carrier disruptions or peak holiday volumes
  • Customs inspections and international clearance procedures

ShopMackey.ca is not responsible for courier delays once the package has been handed over to the shipping provider.

7. Refused, Unclaimed, & Undeliverable Packages

If a package cannot be delivered for any of the following reasons:

  • The recipient refuses delivery.
  • Multiple delivery attempts fail and the package is left unclaimed at the courier depot.
  • An incorrect or incomplete shipping address was provided at checkout.

The package will be returned to our warehouse in Sherbrooke, QC. In these instances, original shipping charges will not be refunded, and a re-shipping fee or return handling fee will apply before the shipment can be resent or refunded.

8. Terms & Reserved Rights

ShopMackey.ca reserves the right to review, hold, or refuse any order for reasons including, but not limited to: suspected fraudulent activity, unauthorized payment attempts, incorrect pricing displays, or delivery addresses flagged as unreachable by carrier partners.