Shipping & Returns Policy
1. Shipping Information
Regions We Serve
- We currently ship only in Canada.
- No international shipping is available at this time.
Order Processing
- Processing Time: 1 business day (Monday–Friday).
- Orders are not processed on national holidays.
Estimated Transit Times
- Canada | 1-5 business days |
Carriers Used
- Canada: USPS, Canada Post, FEDEX, UniUni
Shipping Rates
- FREE Shipping on all orders. No minimum spend required
2. Order Changes & Cancellations
- 1-Hour Window: You may change or cancel your order within 1 hour of placement by emailing Customer Care.
- We cannot guarantee changes after this window or once a shipping label is generated.
- Address Issues: If an incorrect address is provided and the parcel ships, the order is non-refundable and non-replaceable.
3. Lost, Missing, or Delayed Packages
- Delivery Confirmation: Once a package is marked “Delivered,” responsibility transfers to the customer. If you cannot locate it, please contact the carrier to file a claim or police report.
- Tracking Updates: It is common for tracking numbers to remain unupdated for up to 48 hours after the carrier receives the package.
- External Delays: Mistera is not liable for delays caused by weather, postal disruptions, or high seasonal volumes.
4. Returns & Exchanges
Return Windows
- Sealed/Unopened Fragrances: Request a return within 7 days of delivery.
Non-Returnable Items
- Perfume oils, air fresheners, deodorizers, and personal-care products (creams, cosmetics).
Return Shipping Fees
- Mistera Pays: If the error is ours (wrong item, damaged product).
- Customer Pays: For discretionary returns (change of mind, scent preference).
The Process
- Email support@mistera.ca with your order number and clear photos.
- If approved, you will receive a pre-paid return label.
- Drop off the parcel within 7 days of label issuance; late returns will be refused.
Refunds & Store Credit
- Refunds are issued to the original payment method.
- Bonus: Choose store credit to receive an extra 5% bonus coupon toward your next purchase.
5. Damaged or Incorrect Items
- You must report shipping damage or incorrect items within 48 hours of delivery.
- Requirement: Provide photos of the outer box, the product, and the batch code found on the box and bottle. Claims made after 48 hours cannot be accommodated.
Need Assistance?
Our Customer Care team is ready to help. Email: support@mistera.ca