Return Policy

ORDER STATUS

Q: How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email. Visit our Track Your Order page, enter the tracking number, and click “Track” for real-time updates on your package’s delivery status.

RETURNS & REFUNDS

Q: What is your return policy?
We accept returns of unused, unopened items in their original packaging within 30 days of delivery for Canadian customers.

Key Conditions (Canada):

  • Full Refunds: Issued for full-priced items returned within 30 days.

  • Store Credit: Items purchased with discounts (25% or more) are eligible for store credit only.

  • Proof of Purchase: Include your order number or receipt.

  • High-Value Items (over $75 CAD): Use a trackable shipping method (e.g., Canada Post with tracking).

  • Return Address: Ship items to our Canadian return facility (address provided via email).

  • Processing Time: Refunds/store credit issued within 7 business days of receiving your return.

  • Non-Returnable: Final sale items, gift cards, and products purchased with store credit.

Steps to Return:

  1. Email contact@themercantiles.com with your order number and reason for return.

  2. Our team will send a return authorization and Canadian facility address.

  3. Ship the item(s) securely.

Note:

  • Return shipping costs are the customer’s responsibility.

  • Late returns (after 30 days) or items not in original condition will be rejected.

SHIPPING POLICY (CANADA)

Q: What if I don’t receive my order within 10-15 business days?
Most Canadian orders arrive within 10-15 business days. Delays may occur due to:

  • Customs inspections by CBSA (Canada Border Services Agency).

  • Postal holidays or peak seasons (e.g., Black Friday).

If delayed:

  1. Track your package using the provided number.

  2. If marked “Delivered” but not received, contact Canada Post.

  3. For unresolved issues, email contact@themercantiles.com with your order number. We’ll assist within 1 business day.

CANCELLATIONS

Q: Can I cancel my order?

  • Full-Priced Items: Cancellations accepted within 60 minutes of purchase. Email contact@themercantiles.com immediately.

  • Discounted/Final Sale Items: Cannot be canceled after purchase.

REFUNDS

  • Refund Method: Processed to your original payment method within 7 business days after we receive the return.

  • Non-Refundable: Shipping fees, taxes, gift cards, and discounted items (25%+ off).