ORDER PROCESSING, SHIPPING, RETURNS & WARRANTY

 

ORDER PROCESSING TIMES

You will receive an order confirmation email after your order has been placed (check your junk/spam folder in case it was blocked). Be sure to have 'orders@mx1canada.com' added to your safe sender email list so you receive our emails.The order confirmation includes your order number, items and total paid. Please save this email and have your order number ready if you need to call or email us. If you have placed an order but did not receive an email please contact us at 1.888.666.8616, Mon-Fri, 10am-5pm Pacific.

Orders typically take 1-3 business days to process before they ship. Business days are Monday-Friday, excluding weekends and statutory holidays. However, during busy seasons it can take 3 to 5 business days. During the processing stage we will determine if there are free shipping restrictions, whether an item is sold out or discontinued, or if the order includes items that have a manufacturing lead time as indicated on the product description page. We will contact you by email if any of these situations apply to your order.

Orders placed by phone will require payment and address verification and will increase processing time. Please do not expect phone orders to ship same day. It may take 2-3 BUSINESS DAYS to enter your order and process the payment. Business days are Mon-Fri, 10am-5pm Pacific, excluding statutory holidays. 

In cases where the shipping address does not match the billing address provided your order may be delayed until we can verify the information. We reserve the right to ship to the billing address only for first time customers. To avoid delays, make sure the billing and shipping address matches the address on file with your credit card company, or in the case of Paypal make sure you have a verified address.

Orders are shipped from our warehouse in Richmond, BC, Monday-Friday, 10am-5pm Pacific, excluding weekends and statutory holidays. We make every effort to keep the availability of all items current on our site as well as accurate inventory levels. Occasionally, items may not be available to ship at the time of your order. If this occurs, we will contact you with estimated availability and possible alternatives.

SPECIAL ORDER ITEMS

  • Special order items are products that we do not keep in stock. These items must be brought in to our warehouse after your order has been placed.

  • Some items require manufacturing and this will be noted in the product description. If you have placed an order we assume that you have read the product description and understand that lead times are an estimate only and that these may increase during the typically busy season of March-October.

  • Cancellation: If the item has already gone into a production schedule it may not be possible to cancel the item. We will do our best to cancel with the manufacturer but in some cases this may not be possible. You may be charged anywhere from 10-25% cancellation fee.
     

RETURNED PARCELS

If your order is returned to us for any of the following reasons we will refund your payment method minus the original shipping fee AND the cost of return shipping/handling. A restocking fee of 10% will also be deducted from the refund. 

  • Incorrect / Incomplete / Undeliverable address
  • Order refused by the customer for any reason including damaged product/products
  • Unclaimed packages 
Should any corrections need to be made to the shipping information as a result of the customer providing an incorrect or incomplete shipping address and delivery is re-attempted, a standard fee of $9.00 will be added to your payment and charged to the method used for the purchase.
 

Risk of loss and title for items purchased from MX1 Canada pass to you upon our delivery to the courier or, if such items must cross an international border, then risk of loss and title pass to you when they clear customs. MX1 Canada is not responsible for items lost in transit.

 

RETURNS

Special order, custom made, discontinued, close out or final sale items are not eligible for return or exchange. If the item has signs of wear, use, mounting or installation we cannot accept it back.

Make sure to keep all packaging, including tags and stickers, until you are sure that you will be keeping the item. Do not remove tags or stickers, and do not mount or install any item until you are certain that you will be keeping the item.

Returns must be initiated within 30 days of the delivery date and must have a Return Authorization Number which you can get by calling us toll free at 1-888-666-8616. The Return Authorization Number must be clearly marked on the outside of the box (ie: RA 123). The delivery date is determined by the carrier used to ship the item and can be viewed using the tracking link in the shipping email.

As New Condition: Returned items must be in new condition, in the original packaging with all tags, stickers, brochures and informational material intact. We cannot accept returns on items that show any signs of use, damage, wear or signs that the item has been mounted or installed on your machine. Signs of use include, but are not limited to, scratches, scuff marks, dents and dirt. If the item has signs of wear, use, mounting or installation we will NOT issue a refund. The item will returned to you collect. The COD (collect) charge will cover the cost of shipping it back to you.

Customers will be responsible for all return shipping and handling charges. Original shipping fees, duties or brokerage fees are non-refundable.

Return the item(s) in the original shipping box and packing materials. We recommend that you use use a courier that utilizes a tracking number system. We also recommend purchasing insurance as MX1 Canada will not be responsible for items lost or damaged in transit.

RESTOCKING FEE ON RETURNS:  A 5% restocking fee will be deducted from the refund. Original shipping and handling costs are non-refundable. All returns are inspected. If the item cannot be re-sold as is, meaning if it requires repackaging and/or new tags, labels, stickers and/or promotional and instructional material to be replaced, the restocking fee will increase to 20%. This includes torn packaging and torn or missing tags and labels.

For faster processing, please ensure that your return is shipped by a courier that uses a tracking number system. When you have returned the item send us an email with the courier tracking information and Return Authorization Number. Return Authorizations are valid for 10 days. If we do not have proof that item has been returned within this period the authorization will be cancelled.

Refunds can take anywhere from 3-7 business days to process after we have received it.

 

EXCHANGES

Special order, custom made, discontinued, close out or final sale items are not eligible for return or exchange. If the item has signs of wear, use, mounting or installation we cannot accept it back.

Make sure to keep all packaging, including tags and stickers, until you are sure that you will be keeping the item. Do not remove tags or stickers, and do not mount or install any item until you are certain that you will be keeping the item.

Exchanges must be initiated within 10 days of receipt of the order and must have a Return Authorization Number which you can obtain by calling us toll free at 1-888-666-8616, Mon-Fri, 10am-5pm Pacific. Items must be sent back freight pre-paid. A re-ship charge may apply if the item and/or shipping destination falls under our Free Shipping Restrictions noted above.

The Return Authorization Number must be clearly marked on the outside of the box (ie: RA 123). 

RESTOCKING FEE WAIVED ON EXCHANGE:  the restocking fee will be waived on the first exchange provided the item is in new condition, in the original packaging with all tags, stickers, brochures and informational material intact. If the item cannot be re-sold as is, meaning if it requires repackaging and/or new tags, labels, stickers and/or promotional and instructional material to be replaced, a 20% restocking fee will apply. This includes torn packaging and torn or missing tags and labels.

For faster processing, please ensure that your exchange is shipped by a courier that uses a tracking number system. When you have returned the item send us an email with the courier tracking information and Return Authorization Number. Return Authorizations are valid for 10 days. If we do not have proof that item has been returned within this period the authorization will be cancelled.

Please call or email us if you have any questions about our return or exchange policies.

 

DAMAGED OR MISSING ITEMS

Please inspect all items carefully upon delivery. Any damaged product(s) or missing items must be communicated to us within 24 hours after delivery (as indicated on the courier tracking page). Take clear photos of the damaged product(s) and packaging and send to orders@mx1canada.com. Include your order number in the subject line of the email.

Keep all packaging materials and the original shipping carton. We will advise you of the procedure to be followed. DO NOT return items without a Return Authorization Number because it will be refused and returned collect at your expense. A damaged product has to be returned to us in order for a refund to be processed. Once received, we will inspect the product and issue a refund as applicable. In some cases, if a product is damaged severely and cannot be shipped back we require photos of the product instead. 

 

WARRANTY ITEMS

The products that we sell are limited to the manufacturer's warranty and will need to be addressed with the manufacturer. Warranty replacement is at the discretion of the manufacturer, however we will do everything in our power to take care of the problem because we stand behind the products that we sell. Send your email to orders@mx1canada.com and include the order number and detailed description and we will contact you with instructions about your warranty claim. In most cases we will require pictures as well.

Shipping and handling costs related to warranty claims are the responsibility of the customer. We will review these additional costs with you during the warranty process.

MX1 Canada