Skip to content
Canada Day Done Differently - Donate to the IRSSS - Click Here
Donate to the IRSSS Today

Shipping


How can I track my order?

Your tracking number can be found in your dispatch email once your order has been sent.

We are not able to provide any more insight than your tracking number provides.

Use the provided tracking number on CanadaPost.com or USPS.com to track your order.

Does covid affect shipping?

We are not able to provide any more insight than your tracking number provides.

You can contact CanadaPost.com or USPS.com for more information.

Mackenzie Jones is not responsible for postal delays, especially due to the global pandemic.

We appreciate your patience, as we are all in this together!

How long will it take to get my order?

Our Free Shipping is sent via registered letter mail to Canada + the USA only.

Shippings costs apply to all international orders.

Upgraded ExpressPost and Priority are available for an additional cost.  

Contact CanadaPost.com or USPS.com if your order does not arrive within these timeframes.

 

Registered Mail

Within Canada - 2-10 Business Days

USA - 4-14 Business Days

International - 2-8 Weeks

 

ExpressPost

Within Canada - 2-8 Business Days

USA - 2-10 Business Days

International - 2-6 Weeks

 

Priority

Within Canada - 1-6 Business Days

USA - 2-8 Business Days

International - 2-4 Weeks

What happens if I provided the wrong address?

Contact us with your order number and the correct address immediately.

If we have already dispatched your order, we will wait until it is returned to us to proceed.

You will either receive a partial refund on your order, minus a restocking fee OR we can resend to the correct address with an additional shipment fee.

We strive to dispatch our orders quickly and we appreciate your understanding that we are not responsible for a wrong address input.

What if my order is refused or returned to sender?

We are not responsible for undeliverable or denied mail.

Your order comes with a tracking number, please check this to monitor possible delivery dates. If your order is taken to a local pick up, you have 14 days to collect it.

Contact CanadaPost.com or USPS.com for full details and conditions.

If your package is denied, unclaimed, undeliverable or returned to sender, we will wait until it is returned to us to proceed.

You will either receive a partial refund on your order, minus a restocking fee OR we can resend your order with an additional shipment fee.

What happens if my order is delayed or lost?

If your tracking number indicates that your order has been stuck in transit past its anticipated arrival date, we recommend contacting CanadaPost.com or USPS.com to inquire.

We will not have any more information that what they can supply.

If your item says it was delivered but you did not receive it, you must reach out to CanadaPost.com or USPS.com to open a claim. Once you have a claim number, please email us your order number and your claim number so that we can follow up.

We are not responsible for the loss of your order once it is in possession of a third party carrier when tracking is provided, however we will do our best to assist you in recovering your package.

Canada Post Customer Service - 1-866-607-6301

USPS Customer Service - 1-800-ASK-USPS

Do I have to pay duties outside of Canada?

Duties and taxes are not included in the total at checkout.

Mackenzie Jones is unable to supply estimated duties and taxes as they are determined by the customs agency within the destination country.

Payment of any duties and import taxes is the responsibility of the recipient.

Can I pick up in person?

Due to the City of Calgary Bylaws we are unable to do in person pick ups or exchanges in our studio space. We apprecaite your understanding.

Please see our Repairs + Exchanges page for further details.