Shipping & Processing Policy

Hey! Thanks for checking us out. Here's just an overview of how things run here. We are a small family run business doing everything from in house, like a real house. All products are individually handcrafted. We strive for consistent quality control but some slightly differ in pattern due to placement.

Please enjoy & remember that your product is unique!

Customer Service Inquiries

If you have questions about your order, please contact us using the email associated with your order or at:

mercyme.handmade@gmail.com

Customer service emails are typically answered within 48 hours during weekdays (Monday–Friday).

Emails received on Fridays may be answered the same day or by the following Monday.

Please note that response times may occasionally be extended due to unforeseen circumstances. We appreciate your patience.

Free Shipping

We offer FREE shipping on Canadian orders of $100 CAD or more.

The $100 minimum must be met after discounts are applied.
Free shipping applies to Canadian orders only.

Current Processing & Turnaround Times

We do our best to process and ship orders as quickly as possible.

Unless otherwise stated in a Temporary Shipping Notice at Checkout, please allow the following processing times:

Ready Made / Ready to Ship (RTS)

1–3 business days processing time
Orders placed during sales may take 4–8 business days

Made to Order / Pre-Order / Custom Items

Most items are Made to Order or Pre-Order unless specifically listed as READY MADE or RTS.

Current turnaround time is approximately:

6 weeks minimum with a 12 week maxium

Turnaround time may vary depending on:

supplier material delays
custom requests
order volume

Order Changes

Due to the handmade and custom nature of many items, order changes may not be possible once production has begun. If you need to make changes to your order, please contact us as soon as possible.

Mixed Orders

If your order contains both READY MADE and MADE TO ORDER/PRE-ORDER items, your entire order will ship once all items are complete.

You may receive an email confirming updated shipping timelines.

If you would like your READY MADE items shipped immediately, we recommend placing two separate orders.

Shipping Methods & Delivery Times

All packages are shipped through Canada Post using Tracked Parcel shipping, unless the customer specifically requests Lettermail.

Estimated delivery times within Canada:

4–12+ business days

Delivery estimates do not include:

weekends
holidays
severe weather
natural disasters
carrier delays

Mercy & Me Handmade charges a flat rate shipping fee based on standard shipping costs and absorbs any additional costs. We do not add profit to shipping charges.

Contact us BEFORE YOU ORDER...if you want an order sent via a Courier Service, that option can be made available at the customer's expense.

Guaranteed Shipping

Mercy & Me Handmade does not guarantee shipping times.

Once an order has been shipped and accepted by Canada Post, delivery is outside of our control.

Shipping delays may occur due to factors such as:

postal strikes
weather conditions
staffing shortages
transportation delays

We currently fulfill shipments twice per week.

Typical processing time for Ready to Ship items is 3–7 business days before dispatch.

Shipping Address Responsibility

Shipping Address Accuracy

Customers are responsible for providing the correct shipping address at checkout. Mercy & Me Handmade is not responsible for packages shipped to an address entered incorrectly by the customer.

If you notice an address error after placing your order, please contact us immediately so we can attempt to correct it before the order ships. We will always do our best to resolve shipping issues fairly and promptly.

Address Errors Made by Mercy & Me Handmade

In the rare event that Mercy & Me Handmade makes an error when entering or printing the shipping address, we will issue a refund of the shipping charge up to $15 CAD, which reflects the flat-rate shipping cost charged at checkout.

If your order qualified for Free Shipping, a refund of up to $15 CAD will still be issued to compensate for the shipping error.

Please note that once a package has been shipped through Canada Post, delivery timelines remain subject to carrier transit times. We will always do our best to resolve shipping issues fairly and promptly.

Returned Packages

If a package is returned due to:

an incorrect address
failure to collect the parcel
delivery refusal

The customer will be responsible for paying the cost of reshipping the package.

Lost or Stolen Packages

Mercy & Me Handmade is not responsible for lost or stolen packages that have been marked Delivered by Canada Post.

If you believe your package was stolen, we recommend contacting your local post office or filing a claim with the carrier.

Lettermail Shipping (Lower Cost Option)

Some select items may be eligible for Lettermail shipping.

Customers may request Lettermail for eligible items instead of standard tracked shipping.

⚠ Important Notice

Lettermail shipping:

does NOT include tracking
does NOT include insurance

By requesting Lettermail, the customer accepts full responsibility for the shipment.

Mercy & Me Handmade cannot offer refunds, replacements, or shop credit if Lettermail items are lost, delayed, or damaged.

Estimated Lettermail delivery times may take:

Up to 8–10 weeks, depending on postal delays.

After You Place an Order

After checkout:

You will receive an order confirmation email.
If you do not receive one, please check your junk/spam folder.

If you still do not see the confirmation:

The email address may have been entered incorrectly
The order may not have completed successfully

Once your order ships:

A shipping label will be created
You will receive an email with tracking information

Please allow 24–48 hours for tracking updates to appear.

Orders cannot be cancelled or refunded once they have shipped.

Local Pickup

Local pickup is available.

To request pickup:

Select “PICKUP6” at checkout.
Leave your email and phone number in the Additional Order Notes section.

You will be contacted when your order is ready for pickup.

If pickup is selected and the customer is not local, you may be contacted regarding additional shipping charges or the order may be refunded after 3–5 days.

Local Pickup Policy

Once you are notified that your order is ready:

A pickup time and address will be provided.
If the time does not work, another time will be arranged.

Orders will be held:

2–3 days after processing, unless other arrangements are made.

Orders may be cancelled after 3–5 days of no response or pickup.

If an order is cancelled:

A new order must be placed
Item availability is not guaranteed

We do not hold orders longer than 2 weeks, even by special request.

Pickup Misuse

If PICKUP6 is selected without the intention of picking up the order:

A shipping invoice may be sent.
If the invoice is not paid within 3 days, the order may be cancelled.

Mercy & Me Handmade reserves the right to refuse a pickup or cancel an order at our discretion. A refund will be issued if this occurs.

International Shipping

Currently, we primarily ship within Canada.

If you are located outside Canada, please contact us to determine if shipping can be arranged.

United States Orders

U.S. orders must currently be placed by contacting us directly.

Shipping to the United States:

Tracked shipping only
Flat rate up to $50 CAD

Shipping rates may change without notice.

All prices are listed in Canadian dollars (CAD).

Duties & International Fees

For international orders, additional charges may apply.

If your package is selected for:

duties
taxes
customs processing fees

These charges are the responsibility of the purchaser.

Mercy & Me Handmade has no control over these charges and cannot predict when they may occur.

PROCESSING ORDERS POLICY

UNDERSTANDING MADE TO ORDER, PRE-ORDER, or CUSTOM ORDERS

Whether you're purchasing a MADE TO ORDER, PRE-ORDER, or CUSTOM ORDER, all these types of orders are subject to the same processing and customer responsibility. We want our customers to receive what they have purchased, and we work hard to limit any confusion about the process by being transparent.

Order Processing & Customer Responsibility

Most items from Mercy & Me Handmade are handmade and made to order. Processing time refers to the time required to prepare, create, and package your order before it is shipped.

Please review all shop policies, product descriptions, and current turnaround times before placing your order. By completing a purchase, customers acknowledge that they have read and agreed to these terms.

Communication

The primary method of communication regarding your order will be email. Customers are responsible for ensuring that a valid and active email address is provided at checkout.

Please monitor your inbox (and spam/junk folders) for messages related to your order.

If additional information is required to complete an order, timely responses from the customer are essential. Delays in communication may result in delays in processing or production.

If the customer fails to check messages and notifications about the order, after Mercy & Me Handmade has tried to contact via email, Mercy & Me Handmade will issue a refund after 3months or 3 email contact attempts, whichever may come first.

Processing vs. Shipping

Processing time and shipping time are separate.

Processing Time – the time required to create and prepare your order.
Shipping Time – the time required for the carrier to deliver your package after it has been shipped.

Shipping timelines begin only after your order has been completed and dispatched.

Production Delays

While we strive to meet estimated processing times, occasional delays may occur due to:

high order volume
material or fabric supplier delays
custom order complexity

If a significant delay occurs, customers will be notified as soon as possible.

Custom Orders

⚠ Custom Orders are currently closed.
This section is provided for reference when custom ordering becomes available again.

Custom orders allow customers to request specific fabric combinations, designs, or personalized items not currently listed in the shop.

Because custom items are made specifically for the customer, additional policies apply.

Custom Order Communication

Custom orders require collaboration between the customer and Mercy & Me Handmade.

Customers may be asked to confirm:

fabric selections
design details
sizing or personalization

Production cannot begin until all order details have been reviewed and confirmed by the customer.

Prompt responses help ensure that your order can be completed within the expected timeframe.

Custom Order Processing Time

Custom orders typically require approximately 6–12 weeks for completion, depending on:

order complexity
current shop workload
supplier fabric availability

The turnaround timeframe begins only after all custom order details have been finalized and approved by the customer.

If timelines change due to supply or production delays, customers will be notified.

Custom Order Changes & Cancellations

Due to the personalized nature of custom work:

Custom orders cannot be cancelled once production has begun.
Changes may not be possible once materials have been ordered or work has started.

Customers will be asked to confirm order details prior to production to help ensure accuracy.

Custom Order Final Sale

All custom and personalized items are final sale and are not eligible for return or exchange.

Customer Responsibility

Customers are responsible for:

providing accurate customization details
responding to communication regarding their order
reviewing and confirming order specifications before production begins

Delays in customer responses may result in delays in processing.