INQUIRYING ABOUT AN ORDER

Customer service inquiries can be reached through email at info.mercyme@gmail.com. Emails are  usually answered within 48 hours, however, response times might be extended during sales, releases or other unforeseen circumstances. NOT SURE WHAT PAYMENT METHODS WE EXCEPT, CLICK HERE. 

​

FREE SHIPPING?

Yes, we offer FREE shipping on Canadian orders of $85 CAD or more. Please note the threshold must be met after discounts are applied.

​

CURRENT TURNAROUND TIME

We try our best to get all orders out in a timely manner. UNLESS, otherwise stated in a Temporary Terms and Conditions Shipping Notice at checkout; please allow processing on READY MADE 1-3 business days before your item is shipped. If you purchased READY MADE during a sale, please allow maximum turnaround (4-8 days).

​*Please Note average turn around times are currently 4-6 weeks on MADE 2 ORDER ITEMS (this includes a worst case scenario estimate), due to shipping delays from suppliers. Each item is MADE 2 ORDER or PRE-ORDER unless otherwise stated with READY MADE or RTS (READY TO SHIP)

​

ALSO NOTE...if you order a READY MADE item and  a MADE 2 ORDER/PRE-ORDER item together then expect an email confirming shipping times as this may change the status of your order.

IF YOU WANT THE READY MADE ITEM IMMEDIATELY THEN WE RECOMMEND PLACING TWO ORDERS SO THERE IS NO DELAY. 

​

SHIPPING TIMES ARE BASED ON CANADA POST ESTIMATED DELIVERY TIMES. ALL PACKAGES ARE SENT TRACKED PARCEL SHIPPING. Depending on where you live (CANADA) it could take 4-12 + days and excludes weekends and holidays or weather/natural disaster delays. At this time, Mercy and Me charges a flat rate based on standard shipping costs and absorbs the rest, we do not add "for profit" costs to our shipping charges. 

​

GUARNTEED SHIPPING

NO, MERCY & ME HANDMADE doesn't guarantee shipping times. Once it leaves and has been given to our shipper we have no control. 

COVID-19 is a constantly evolving situation. Canada Post transit might be affected during this time.  We, M&M are only fulfilling orders twice a week at this time to limit the spread. Standard turnaround time for READY TO SHIP is approximately 3-7 business days. We will continue to update our customers as more information becomes available.

​

LOCAL PICKUP

​Yes! If you leave your EMAIL & PHONE NUMBER at checkout in the ADDITIONAL ORDER NOTES as well as selecting "PICKUP6" in the shipping section at Checkout. If you are not local then you will be contacted about addition shipping charges or your order refunded after 3-5 days.

​

LOCAL PICKUP POLICY: as of January 2023

When using "PICKUP6" you will be expected to leave your email & cell phone number so you can be contacted directly when your order is ready for pick up. Until you are contacted your order is not ready. After receiving notification of pickup, a time and address will be provided. If that time doesn't work another will be assigned to you. LOCAL PICKUPS will be held for 2-3 days after processing, unless other arrangements have been made after 3-5 days of HOLDING the order may be CANCELLED. If your order is CANCELLED you will need to re-order. Sorry for the inconvenience or the possibility of items not being available after an order is cancelled. No restocking charge is required at this time. We will not HOLD orders for Local Pickup longer then 2weeks even on special request; this only applies if both parties have agreed to this otherwise order will be cancelled.

​

PLEASE NOTE: if "PICKUP6" is used without the intention to pick up your order, the order may be cancelled, or an invoice request for shipping costs will be sent. If invoice is not paid within 3days then the cancelled will be cancelled. 

​

WE HAVE THE RIGHT TO REFUSE A PICKUP AND ANY ORDER SHOULD WE FEEL THE NEED TO DO SO. A REFUND WILL BE PROCESSED SHOULD THIS OCCUR.

​

DO OFFER CHEAPER SHIPPING RATES?

Yes we do on select items (subject to change without notice) that can be shipped LETTERMAIL, you can request that those select items are shipped with LETTERMAIL or STANDARD SHIPPING. **WARNING:: ALL ITEMS SHIPPED USING LETTERMAIL GO WITHOUT TRACKING OR INSURANCE, therefore NO SHOP CREDIT or REFUND WILL BE ISSUSED if items appear LOST. REQUESTING LETTERMAIL means you have refused insurance and in doing so you UNDERSTAND that you are not subject to compensation if order is lost. Lettermail can take up anywhere from 8-10weeks depending on local or carrier delays, as it is untracked there is no given answer on delivery times.

​

AFTER I PLACE AN ORDER WHAT HAPPENS?

Once you place your order, you will receive an order confirmation, given you have provide us with an accurate email address. CHECK YOUR JUNK MAIL! If you did not receive an order confirmation, you either did  not provide us with a valid email address or your order did not go through. Once your order is processed, a shipping label will be created and an email will be sent to the email address you provided during checkout. This email will contain a tracking number and additional shipping information. Please allow approximately 24-48hrs for tracking information to become available. PLEASE NOTE that all our shipping times are NOT guaranteed. Once an order is in transit we have no control over delivery. ORDERS CAN NOT BE REFUNDED OR CANCELLED AFTER THEY HAVE SHIPPED!!!

​

DO YOU SHIP INTERNATIONALLY?

Currently we are only setup to ship, DOMESTIC (CANADA) and to the USA (FLAT RATE TRACKED), but if you would like to purchase and we do not yet ship to you, message us and we will see if we can ship to you. We will require a valid shipping address for an estimate purpose. 

​

FOR THE USA: YES! We can ship most items to the USA. WE SHIP TRACKED with a FLAT RATE FEE of $30 CAD. Message us if you have any concerns or questions. At any point our FLAT RATE SHIPPING may change without notice. WE are currently watching to see what is the best solution for our American Customers. JUST A REMINDER: ALL CURRENCY IS CANADIAN. 

​

EXTRA DUTIES OR FEES (INTERNATIONAL SHIPPING)

Yes. If your package gets pulled for additional fees, duties, and/or taxes at the border, you are responsible for those charges. We do not have control over which packages get pulled for these extra costs. The purchaser acknowledges at checkout that MERCY & ME HANDMADE is not responsible for any additional charges such as fees, duties, and/or taxes which might be incurred.​