Shipping & Returns
When does my order ship?
Your order will be processed and shipped within 24-48 hours of receipt of payment although we strive to ship all orders the same day they are placed when possible.
What shipping methods do you use?
At Moojoes, all our products are shipped via Canada Post Expedited Service. All packages are insured up to $100.00 and are tracked with the exception of orders to Europe, Australia and New Zealand. We will email your tracking number once your parcel is shipped. We have found that Canada Post Expedited Service is the most convenient and reliable.
Can I track my order?
Yes, all orders with the exception of orders to Europe, Australia and New Zealand are tracked and you will receive a tracking number via email.
How long before my order arrives?
For Canadian orders, Canada Post will deliver parcels within B.C. in 1-3 business days and other provinces within 2-7 business days. Remote areas may take slightly longer. US and International orders will take approximately 7-10 business days but may take longer depending on destination. Please allow extra delivery time for customs clearance.
Can I pick up my order?
Absolutely. Your order can be picked up in North Vancouver (near Lynn Valley) where we have our warehouse space. During the check out process when having to select a shipping method, please select "pick up" and we will notify you when your order is ready to be picked up.
What are the shipping charges?
Your shipping charges will automatically be calculated during your check out procedure. Below an overview of shipping charges and delivery times.
North and West Vancouver: FREE DELIVERY applies to all orders in North and West Vancouver. Choose "free delivery" as your shipping method during check out. Your parcel will be delivered within 1 to 2 business days.
In Canada
Canada Post aims to achieve the following delivery service standards:
| Destination | Expedited Parcel |
| Vancouver Area | 1 day |
| British Columbia | 1-3 days |
| Rest of Canada | 2-7 days |
Please note the above are standards between the major cities in Canada. The delivery time of your parcel will increase the more remote your area is and can range from an additional 1 to 3 days.
| Up to $50.00 | $51.00 to $100.00 | $101.00 to $150.00 | $150.00 to $200.00 | >$200.00 | |
| North & West Vancouver | Free Delivery | Free Delivery | Free Delivery | Free Delivery | Free Delivery |
| Metro Vancouver | $7 | $7 | $7 | $7 | $7 |
| British Columbia, Alberta | $10.50 | $12.50 | $14.50 | $16.50 | $18.50 |
| Saskatchewan, Manitoba, Ontario and Quebec | $11.50 | $13.50 | $16.50 | $18.50 | $19.50 |
| New Brunswick, Nova Scotia, Newfoundland, PEI | $13.50 | $14.50 | $17.50 | $18.50 | $19.50 |
| Nunavut, Yukon, NW Territories | $20.50 | $24.50 | $28.50 | $31.50 | $33.50 |
The above rates include insurance up to $100.00 and the ability to track your package. Please note certain items must be signed for on delivery.
To the U.S.A
Please note, when shipping to the U.S., additional duties and taxes may apply and these are the responsibility of the purchaser.
CPS/U.S.P.S aims to achieve the following delivery service standards:
| Destination | Expedited Parcel | Xpresspost |
|
U.S.A |
6-12 days | 3-5 days |
| Up to $50.00 | $51.00 to $100.00 | $101.00 to $150.00 | $151.00 to $200.00 | >$200.0 | |
|
Expedited to the United States |
$17.50 | $19.50 | $24.50 | $24.50 | Ships for free |
|
Xpresspost |
$20.50 | $22.50 | $27.50 | $29.50 | Ships for free |
The Expedited and Xpresspost service levels include insurance up to $100.00 and the ability to track your package. Please note certain items must be signed for on delivery.
Do you ship internationally?
Yes, we do, but additional shipping charges will be added. We ship to Europe, Australia and New Zealand and use Canada's Post Small Package Air Service. Cost for shipping to these countries is around $35.00 CDN. Please contact us if you are interested in other international deliveries. US and international orders, please allow extra delivery time for customs clearance. When shipping to the U.S.A. or internationally, additional duties and taxes may apply and they are the responsibility of the purchaser.
Do you ship to P.O Boxes?
No, unfortunately we do not ship to P.O Boxes, but if you live in an area that only has P.O. Boxes, please e-mail us at support@moojoes.com and we will happily work out a way to ship an order to you. Will you ship the item to a different mailing address? Yes, we can ship to a different mailing address. During the check out procedure, you will be able to apply the appropriate information.
What if I only get part of my order?
Please e-mail us at support@moojoes.com and we will resolve this.
Do you charge sales tax?
Yes, because we are based out of Vancouver, British Columbia, we need to charge GST/HST for orders within Canada though this will vary depending on the province.
Sales tax for customers in Canada:
All purchases within Canada obtain a Goods and Services Tax (GST), of currently 5% on the purchase price of your gift and shipping costs. For deliveries to Newfoundland & Labrador, Ontario and New Brunswick, the Harmonized Sales (HST) of 13% is currently applicable, for Prince Edward Island HST is 14% and for Nova Scotia HST is 15%. For British Columbia a 12% tax applies (5% GST and 7% PST). Please note the taxes are applicable based on the address of the credit cardholder making the purchase.
Sales tax for customers in the U.S.A:
Purchases made by customers in the U.S.A are not subject to any Canadian taxes. However they may be subject to duties, taxes or custom brokerage fees when they enter into the U.S.A from Canada. Any additional duties or taxes are the responsibility of the purchaser
What happens when a product is out of stock?
If a product shows that it is out of stock, please provide us with your e-mail address and we will notify you as soon as the product is restocked. What if I live in Vancouver, can I choose to pick up my order? If you live in the Vancouver area, we are more than happy to arrange local pick up of your order. If you live in Vancouver and would like to pick up your order, please choose pick up during checkout and we can e-mail you when your order is ready for pick up.
What is your return policy?
Contact us at support@moojoes.com within 7-10 days of receiving your order and give a brief reason for your return or exchange. Note, with a return or exchange, the cost of the original shipping is not refundable unless the product is defective or has been sent in error. In this case, prepay the shipping and this will be reimbursed once we receive the returned product. Therefore, it is necessary to send us the receipt of the shipping cost along with the item. Product should be returned in its original form, with original invoice, with tags and original packaging included. For an exchanged item, the cost of the shipment of the new item is the responsibity of the purchaser.
Items returned by mail will be processed within 7 days of receipt of the parcel. Once processed, a credit is issued in the same form of payment as the one used for the original purchase. For credits issued to credit cards, it usually takes one to two billing cycles for the credit to appear on your credit.
