FAQ


General

Can I combine free delivery with another discount code?

Yes of course! The free delivery promotion is automatically applied at checkout when your total cart value, before taxes, is above a pre-determined amount. Usually C$200, or another amount according to the current promotion.

If you notice that the "Free delivery" shipping method is replaced with the "Flat fee delivery" after you've applied a discount code, it's likely that your new cart value is now below the "Free delivery" threshold. When that happens, it's time to get a little something for a friend and treat yourself to Free delivery!

Orders & Payments

Do you charge taxes on US and international orders?

We do not charge sales tax on international orders. However, your order may be liable to import duties levied by the country of import. Customers are responsible to pay for any custom charges, duties or taxes charged to them by their country.

Shipping & delivery

The tracking information from Canada Post seems off. Why?

The labour dispute at Canada Post is now over. However, the postal service informs us that delays are still possible due to the accumulation of parcels in the various distribution centres.

What we have noticed is that Canada Post will initially post the longest possible transit time to its tracking information system and, in all cases so far, will deliver ahead of schedule. Recently, some of our orders were delivered on Sundays which should help in reducing the backlog.

To offset the possibility of delay we have reduced our processing time to less than 24 hours.

Do you offer free delivery?

Yes we do! We offer complimentary delivery on all Canadian orders over C$200.

As we want to thank you for being awesome customers, we also have special promotions from time to time with lower minimum order value. Just have a look at the message bar located on our homepage to learn about the current delivery promotion.

Do you ship to all Canadian provinces and territories?

Meipel is proud to ship to all Canadian provinces and territories. All orders are delivered by Canada Post allowing you to receive your package where it's most convenient: at home, at work or at a local post office. A tracking number will be emailed to you when we're ready to ship.

What are the delivery costs within Canada?

We want to simplify your life and we hope that our flat fee shipping policy will do just that.

All Canadian orders ship for $12.

  Quebec / Ontario Maritimes  Western Canada   Northern Canada
Delivery*  1-3 business day 2-7 business day 2-7 business day Up to 7 business days

 *Delivery times are estimated for urban areas using the Expedited Parcel service and are provided for reference only.

Do you offer delivery to the United States?

Yes, we ship to the continental United States, Alaska, Puerto Rico and Hawaii. All orders are shipped with Canada Post and will be delivered to you by USPS. A tracking number will be emailed to you when we're ready to ship.

All US orders ship for $18.

  Continental US, Alaska, Puerto Rico and Hawaii
Delivery*  4-7 business day

 *Delivery times are estimated for urban areas and are provided for reference only.

Do you offer international delivery?

We certainly can accommodate international shipping. Please contact us to obtain a shipping quote for destinations outside of Canada and the United States. Let us know what you would like to order as well as your mailing address. We will provide you with a delivery estimate.

International orders will be shipped via the Canada Post Tracked Packet International service as this is the most economical option for customers. It includes online tracking and insurance coverage.

What type of packaging material do you use?

We've seen first hand what plastic can do to the oceans and to all that lives in it. This is why we chose to carry products made of natural and renewable materials in our collection and to use eco-friendly packaging as much as possible. We also try to reduce over packaging while keeping your items safe.

I received a used box. Did you run out of shipping supplies?

You may receive a reused box. Cardboard boxes that arrive at our headquarters in good condition will likely go back on the road to deliver your next order. With a little care from the postal service, you too will be able to keep them going. Cardboard boxes that have had a harder time in transit are shredded and are repurposed as void filling material.

Have you completely eliminated plastic from your packaging?

We're trying, but there is always a trade off to consider. For larger items, such as cushions or large blankets, it is likely that you will receive a polymailer bag. In that case, we chose a reduced carbon footprint.

Thin and durable, polymailers are much lighter than an oversized cardboard box. This means reduced fuel consumption and reduced emissions. You can recycle these bags or remove the shipping label and use them again.

While we don't buy any new shipping supplies made of plastic, such as bubble wrap and other void filling materials, it's possible that you will receive some in your package. As we had it on hand, we simply decided it was best for the environment to keep them going for as long as possible before recycling them. 

Returns

Why is the product I received different than the one in the picture?

The handcrafted nature of the items from our collection will produce minor differences in design, colour and sizing. These variations make each piece unique and we hope you will embrace the difference!

What is Meipel's return policy?

We do our best to provide detailed pictures, dimensions and descriptions of all the items in our collection. However, if you are not completely satisfied with your order, you can return it to us, unused in its original condition within 14 days of the reception date. 

Only regular priced items may be returned. All discounted items and Oopsie bin items are final sales. 

The original shipping fees are not refundable and the return shipping costs are the responsibility of the customer.

How do I return a Canadian order?

Before sending back your package please inform us at atelier@meipel.ca of your intent to make a return. Please wait to receive the authorization number and detailed instructions before returning your package.

We recommend that you use an insured and registered delivery service to post your returns back to us as we cannot accept liability for loss or damaged goods when in transit to us.

Once your return is processed, we will apply the refund to your original method of payment. You will receive an email confirmation for your records.

How do I return a US or International order?

Before sending back your package please inform us at atelier@meipel.ca of your intent to make a return. Please wait to receive the authorization number and detailed instructions before returning your package.

We recommend that you use an insured and registered delivery service as we cannot accept liability for loss or damaged goods when in transit to us.

Do not return items by UPS or other commercial carriers, as duty and/or brokerage fees will be charged. If any fees are charged to us as a result of a return, the cost will be deducted from your total refund. We recommend that you use your country's postal service (eg. USPS, RoyalMail, LaPoste, etc.)

Make sure to identify the package as ""CANADIAN GOODS RETURNING"" on the outside and to include your original invoice inside.

Once your return is processed, we will apply the refund to your original method of payment. You will receive an email confirmation for your records.

What do I do if there is a quality issue with an item I've received?

We carefully inspect every item that leaves our store. Occasionally however, it's possible that a detail has slipped our vigilance. If you have purchased a regular price item and you find it to be defective, we will be exchanging it at no cost to you.

Upon package delivery, take pictures and describe the quality issue in detail. Within 3 days of receiving your order, contact us at atelier@meipel.ca with that information and we will provide instructions on how to proceed to replace the item.

Please remember that the handcrafted nature of the items from our collection will produce minor differences in design, colour and sizing. In the case of hand-loomed items, imperfections are also possible and normal. These variations make each piece unique and we hope you will embrace the difference.

What do I do if an item was damaged in transit?

We strive to ensure your package arrives to you safe and sound. Occasionally however, you may receive a product that has been damaged during shipping. In such cases we will be exchanging the item at no cost to you.

Upon package delivery, take pictures and describe the damage in detail. Within 3 days of receiving your order, contact us at atelier@meipel.ca with that information and we will provide instructions on how to proceed to replace the damaged item.