Shipping Policy
Normal Addresses:
Orders within Canada are all shipped with tracking and may be shipped with the carriers Canada Post, UPS, or Purolator depending on which service offers the best rates. Our prices are based on the best estimates that work for most of the country but if you're having your item shipped to a more remote part of Canada we may need to contact you for extra shipping fees.
Orders within the United States of America are all shipped with tracking and may be shipped with the carriers Canada Post/USPS, UPS or DHL, or FedEx. Our prices are based on the best estimates that work for most of the country but if you're having your item shipped to a more remote part of the USA we may need to contact you for extra shipping fees.
P.O. boxes:
We prefer not to ship to P.O. boxes. All orders shipped to P.O. boxes in Canada or the USA can only be shipped by Canada Post/USPS and depending on costs may ship without tracking or require extra fees from the customer after purchase for tracked shipping. This means that these orders may be more expensive to ship and will likely take the longest time to arrive.
International:
We don't offer standard shipping outside of Canada and the USA; however we do offer custom shipping quotes, so feel free to message us with the item(s) you are interested in and the international address you would like to ship it to as well as a phone number. Please be aware that you will be responsible for any and all taxes and customs fees applied to your order to be paid by you at delivery.
Approximate Shipping Times
Canada:
Most orders shipped within Canada should arrive within 5-12 business days after being processed(1-3 business days) unless the item is being shipped to a remote location or there are external shipping delays outside our control.
USA:
Most orders shipped to the United States of America should arrive within 5-12 business days after being processed(1-3 business days) unless the item is being shipped to a remote location or there are external shipping delays outside our control.
International:
If you would like to ship an order outside of Canada or the USA, the shipping times will be dependent upon what country you live in. A very rough estimate of shipping time after an order has been processed would be 5-15 business days with air mail and 30-90 business days with surface(sea) mail, unless the item is being shipped to a remote location or there are external shipping delays outside our control. Please message us with details for a custom shipping quote.
Return and Exchange Policy
TERMS:
We want you to be happy with your purchase! If you are not satisfied or it wasn't what you thought, please contact us within 3 days after you have received your purchase. We will refund your item minus the cost of shipping or charge a restocking fee of 20% for items with free shipping. You will be responsible for returning items in their original condition and packaging as well as return shipping costs for exchanges; the refund will be issued after receiving the returned item undamaged. Sometimes Canada customs fees are charged to return packages shipped to us. Regrettably, if this happens we will deduct the fee from any refunds/add it to shipping fees for an exchange.
ELIGIBLE ITEMS:
All items EXCEPT those that have been completely custom made or have had custom engravings added are eligible for returns.
DAMAGES:
We put a lot of effort into secure packaging. However, if your product was significantly damaged because of shipping we will replace damaged items free of charge. To file an insurance claim with the carrier we require you to keep your damaged item and the original packaging, photos of damages including pictures of the packaging with the label visible in at least one picture, and a phone number to contact you by. This information needs to be submitted within 3 days after you have received your product and it is up to the discretion of Masterpiece Laser Ltd to award damages.
LOSSES:
If your item gets lost we are not responsible for shipping another one. It is extremely rare that a package does not reach its destination. Be aware that every so often items may be delayed by the shipping service or customs. If there was a confirmation of delivery to the address from the courier service the item will be deemed delivered. We consider a package lost if it has not arrived 30 days after being shipped. If your order was shipped with a tracking number and 30 days have passed after it was shipped please contact us and we will send in a lost damage claim to the shipping carrier, unfortunately, we can't guarantee a resolution from the carrier.