Shipping policy
Shipping Policy
We make, finish, pack, and ship our products ourselves from Burlington, Ontario. That means your order is handled by actual humans from start to finish — not launched from a mysterious warehouse somewhere in the void.
We’ll always do our best to get your order on its way as quickly as possible and to keep you informed if anything unexpected comes up.
Order Processing
Standard orders are typically processed and prepared for shipment within 5 business days.
Processing time is the time we need to prepare your order before it is handed to the carrier. It is separate from the carrier’s delivery time.
During busy periods, holidays, major sales, or event seasons, processing may take a little longer. If we expect a significant delay, we’ll do our best to communicate that clearly.
Custom & Personalized Orders
Custom and personalized orders may require additional production time.
Before work begins, we’ll work with you to confirm the details of your order and set expectations for the estimated production and shipping timeline.
Because every custom project is different, these timelines may vary depending on the complexity of the work, materials, approvals, and current production schedule.
Shipping Carriers
We primarily ship using Canada Post.
From time to time, we may use another carrier when it makes more sense for the destination, package size, service level, or other shipping requirements.
The carrier selected for an order may vary, but we’ll always aim to choose a practical and reliable option.
Shipping Within Canada
Once your order has been shipped, estimated delivery within Canada is generally:
4–10 business days
Orders travelling to nearby destinations may arrive sooner.
Remote, rural, northern, or otherwise harder-to-reach locations may require additional delivery time.
International Shipping
Once your order has been shipped, estimated international delivery is generally:
7–20 business days
International delivery times can vary considerably depending on destination, customs processing, local postal services, and other factors outside our control.
Delivery Estimates
All delivery times are estimates and are not guaranteed.
Carrier delays may happen because of weather, customs, labour disruptions, peak shipping periods, holiday volume, transportation issues, or other circumstances outside Mekanakana’s control.
We’ll always do our best to help where we can, but we cannot guarantee a specific delivery date unless we have explicitly agreed to one with you in writing.
Tracking
Where tracking is included with the shipping service selected for your order, tracking information will be provided once the order has shipped.
Tracking information may take some time to update after the carrier first receives the package.
If tracking appears to be delayed or stops updating, please contact us and we’ll help you investigate.
Missing or Lost Parcels
If your parcel appears to be missing, lost, or significantly delayed, contact us at info@mekanakana.com.
We will work with you and the carrier to investigate the shipment and determine the best next step.
Depending on the circumstances, this may include opening an investigation or claim with the carrier, arranging a replacement, or finding another reasonable solution.
Our goal is to make sure you are happy with your purchase, and we’ll work with you to the best of our ability when something goes wrong.
Packages Marked as Delivered
If tracking shows that a parcel has been delivered but you cannot locate it, please first check around the delivery location, with household members, neighbours, building management, or any safe-drop location the carrier may have used.
If the parcel is still missing, contact us and we’ll help investigate with the carrier.
A parcel marked as delivered is not automatically eligible for a refund, but we will work with you to understand what happened and determine the most reasonable next step.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an error in your address before your order ships, contact us as soon as possible and we’ll do our best to correct it.
If an order is returned to us because the address provided was incorrect, incomplete, or undeliverable, the customer is responsible for any additional cost required to ship the order again.
Original shipping charges are not refundable in these situations.
Returned or Unclaimed Packages
If a package is returned to us because it was unclaimed, refused, or could not be delivered, please contact us.
If the parcel can be reshipped, the customer may be responsible for the additional shipping cost.
If the order is eligible for a refund instead, any refund will be handled according to our Refund Policy and may be reduced by shipping or carrier charges incurred as a result of the return.
Duties, Taxes & Import Fees
International customers are responsible for any applicable:
- customs duties
- import taxes
- tariffs
- brokerage fees
- handling charges
- other fees imposed by the destination country or carrier
These charges are not collected or controlled by Mekanakana unless they are specifically shown and charged at checkout.
Refusing a shipment because of duties, taxes, tariffs, or import fees does not make those charges or the original shipping cost refundable.
If a refused shipment is returned to us, any refund will be handled according to our Refund Policy and may be reduced by return shipping or other carrier charges incurred by Mekanakana.
Damaged Orders
If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 30 days of delivery at info@mekanakana.com.
Please include your order number, a description of the issue, and photos where possible.
We’ll review the situation and work with you toward an appropriate solution, which may include a repair, replacement, or refund.
Shipping Charges & Returns
Original shipping charges are generally non-refundable for change-of-mind returns.
If a return is required because we sent the wrong item or the item arrived damaged or defective, reasonable return shipping costs and the original outbound shipping charge will be handled in accordance with our Refund Policy.
Free Shipping Promotions
From time to time, we may offer free shipping promotions or free shipping above a certain order value.
A free-shipping promotion does not mean that no shipping cost was incurred to send the order.
If an order is later returned for a change of mind, any refund will be handled according to our Refund Policy.
Questions?
If you have questions about shipping, delivery timing, a missing parcel, or anything else related to your order, contact us at:
We’ll do our best to help — because once something leaves our workshop, we’d still very much like it to end up where it was supposed to.