GENERAL:

I placed an order and received a follow-up email stating that my item is currently out of stock.

Due to high traffic, occasionally items may be sold out before our web store inventory can be adjusted. Full refunds will be issued for items we cannot fulfill. We apologize for any inconvenience this may cause.

How often do you re-stock your sold out inventory?

Depending on the particular item, our inventory typically is re-stocked every two weeks. Certain custom, handcrafted, or discontinued items may at times not be re-stocked so please contact us to inquire about a specific out of stock item on our website.

How often do you add new items to your website?

New items are added on a regular basis so be sure to check our website daily. Alternatively, you can subscribe to our Newsletter to receive updates on the latest product releases, discounts, and special offers.

How do I modify or cancel my order?

Please contact our Customer Care immediately after placing your order at hello@getmood.co. We begin processing orders immediately, but we will do our best to accommodate your request or offer an alternative solution where possible.

When I add an item to my shopping cart, is the item reserved for me?

Items added to your shopping bag are not reserved until an order is placed. To avoid being disappointed, we encourage you to place your order once you are certain of your intent to purchase.

Does MOOD offer price adjustment or price matching?

MOOD does not offer price adjustments on previously purchased merchandise. In addition, we are unable to offer price matching with other retailers.

Are there volume discounts if I buy multiple items?

We do not offer volume discounts, however we do tend to run monthly promotional campaigns where we provide a range of savings. Sign up to our newsletter to stay on top of discounts, specials, and rewards.

I’m a retailer who is interested in carrying MOOD products. With whom do I speak with?

Thank you for your interest in our products. Please contact our Customer Care at hello@getmood.co to get started.

I would like MOOD to carry my brand or product.

We love adding new brands and products to our site. Please contact our Customer Care at hello@getmood.co and one of our sales representative will respond within 24 hours.

 

SHIPPING:

When can I expect my order to arrive?

Please allow 2 business days for order processing and verification and 7-14 business days (depending on shipping destination) for delivery on in stock items. For custom or handmade items please note that delivery times will vary from product to product. Please contact us for any questions regarding your order.

I placed an order and received a follow-up email stating that my item is currently out of stock.

Due to high traffic, occasionally items may be sold out before our web store inventory can be adjusted. Full refunds will be issued for items we cannot fulfill. We apologize for any inconvenience this may cause.

What about Custom Duties and Taxes?

Custom duties are the sole responsibility of the customer as assessed by the particular Country, State, or Province that you reside in. MOOD is not responsible for collecting or submitting any custom duties on behalf of the customer. HST will be charged upon checkout to Canadian residents.

What is your shipping costs?

Free shipping applies to all orders over $150.

All other shipping costs: Canada: $25 CAD
Estimated Delivery Times: 7 – 14 Days

USA: $35 USD
Estimated Delivery Times: 7 – 14 Days

Where will my order ship from?

All orders are shipped directly from our warehouse in Toronto, Canada.

 

RETURNS & EXCHANGES:

I am not satisfied with my purchase and would like to receive a refund.

We are sorry to hear that you are not happy with your purchase and your satisfaction is important to us. We will gladly accept any returns up to 30 days after purchase. Please note that items must be unopened with tags and in saleable condition. Custom, handcrafted or handmade items are non-refundable. Customers are responsible for shipping return items back to our warehouse and a re-stocking fee of 25 percent may apply and the customer is responsible for return postage.

Items may be returned by clicking on our Contact page and selecting the Returns tab. Here you will be asked to enter your order number and email address in order to initiate a return.

My item arrived damaged.

We apologize that you have received a damaged item and will do our best to remedy the error. Please contact us with your order number so that we can resolve this matter immediately.

Why can’t I get a refund on my sale item?

Please note that all sale and final sale items are non-refundable.

 

How do I exchange an item?

In order to initiate an exchange we ask that you contact our Customer Care with your name and order number as well as the new colour, size, or item that you are exchanging. Customer Care can be reached at hello@getmood.co. Please note that you will be responsible for shipping fees on the exchanged item as well as a restocking fee for the returned item.

 

Why have I not received my return yet?

Once a refund has been approved and processed by MOOD, it automatically gets credited back to your original method of payment. However, this may take up to a week to appear depending on the method of payment you selected or your financial institution. Please check with your provider for further details.

 

 

ACCOUNT:

I forgot my login credentials. What do I do?

If you have forgotten your login credentials, please use the Forgotten Password form on the login page or contact Customer Care at hello@getmood.co.

I'm shopping from outside of Canada. Which currency will I be charged in?

All customers are charged in Canadian currency at checkout, regardless of where they are located.