If you need to cancel an order after you have submitted it to us, let us know immediately and every effort will be made to cancel the order before it ships. However, we cannot guarantee that we will be able to cancel the order before it ships. In this situation you will need to abide by the returns policy below in order to be refunded for the cost of goods and any shipping & handling charges will not be refunded.
*Please Note: If you are requesting to cancel an order that was paid by AFTERPAY or SEZZLE, you will be charged a 5% restocking fee due to their non-refundable transaction fee.
Please inspect your products upon delivery. If any of your products arrive damaged, or with visible defects, please contact us immediately. Damages and defects not reported within 3 days of receipt will not be accepted for return or exchange. MASC accepts returns & exchanges within fifteen (15) days of receipt on unopened, unused and in-resalable-condition merchandise, less all shipping costs. This includes the cost of free shipping if your order was originally shipped under the free shipping offer. In the case of a partial return, if the order value after the return drops below the free shipping threshold, the shipping charge of $9.99 will be deducted from the refund. All samples need to be returned unopened & unused if the ENTIRE order is being returned. Unfortunately and without exception, we will not accept returns on open or used items (due to health regulations).
If you would like to return or exchange an unused/unopened item please email email@example.com for a Return Authorization Number (RAN) and for return/exchange information. Please have available the original invoice and the reason you wish to return the item(s) so we can process this in a timely fashion. All return authorizations are valid for no more than fifteen (15) days. Returned or exchanged merchandise must be received within the fifteen (15) day time period.
Shipping costs of returned goods is the sole responsibility of the customer, and will not be reimbursed by MASC. For exchanges, the customer is responsible for the cost of shipping the returning merchandise in addition to the cost of shipping the replacement product for which it is being exchanged for. Please pack merchandise securely and send it via an insured & traceable method such as Canada Post, UPS or Fedex. All items must be received in resalable condition. Sale items are final sale.
Upon receiving and after inspecting the unopened/unused items, if approved, we will email a refund confirmation for the cost of the merchandise less all applicable shipping costs. Refunds will not be issued until the merchandise has been received by MASC. Please allow up to 5 days for the processing of your return once we receive it.
WHY CAN'T I RETURN A USED PRODUCT I DON'T LIKE / WANT ANYMORE?
We understand our customers’ desire for convenience and satisfaction, but unfortunately, our small business cannot accept used skincare or grooming products as returns. The primary reason for this policy is that once a product is used, it becomes unsalable and cannot be resold to other customers. In contrast to a large corporation, as a small business, we operate with limited resources and cannot afford the financial burden of accepting used items that we cannot resell. Additionally, accepting used products could compromise the integrity and quality of our offerings, potentially leading to dissatisfaction among other customers. We prioritize the safety and satisfaction of our valued clientele, and to maintain the highest standards of quality and hygiene, we must adhere to this policy. We encourage our customers to thoroughly research their desired products, read reviews, request specific samples in-store or along with your online orders, and/or reach out to our customer support team with any questions or concerns before making a purchase. We truly appreciate your understanding and continued support of our small business.
WHY DO I HAVE TO PAY FOR SHIPPING FOR MY RETURN?
We understand that returns can be inconvenient for our valued customers, but we kindly ask that customers cover the cost of shipping for returns. Shipping costs in Canada can be quite expensive (anywhere from $14 - $30+ depending on where you live), and as a small business, we must carefully manage our resources to continue providing high-quality products and excellent customer service. We cover at least half of actual shipping costs when we ship your order out to you, and if you spend over $99 we cover all of it. By requesting customers to bear the shipping cost on returns, we can keep our products’ prices competitive and ensure that our business remains sustainable. We strive to be transparent with our policies and appreciate your understanding of the challenges we face in managing the costs associated with shipping. We are committed to serving you better and providing the best possible shopping experience. Should you have any questions or concerns about our return policy or any other aspect of our service, please don’t hesitate to reach out to our customer support team. Thank you for your continued support.
BACKORDERS (OUT-OF-STOCK ITEMS)
We make every effort to keep all items in stock. However, there may be instances in which an item offered for sale on the website is not in stock. If you choose to purchase an item that is out of stock, you will be notified of this by email when we receive your order. We will advise you of the estimated restock date and request confirmation of your choice of a refund or exchange, or for the backordered item(s) to be shipped separately when they are in stock (additional shipping & handling charges will apply). Please note our free shipping offer does not cover multiple shipments. If an item in your order is out of stock and you would like the available items shipped immediately shipping charges will apply for the backordered items. If you choose to remove an item from your order and the order total drops below the free shipping offer threshold, shipping charges will apply.