How is my order packed for shipping?
Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.
What are the shipping costs for orders from MJNExpress?
Shipping cost is $15 per order. If the order is $199+ then shipping is free.
How long will delivery take?
All orders are sent XpressPost 2-3 day delivery and a tracking number will be emailed to you once your order has been processed. You can track it from there. Remote communities will have longer shipping times.
Help! My package didn’t arrive on the expected delivery date?
We ship orders promptly but sometimes there are delays with our courier. If you do not receive your order 2 days after the expected delivery date, email us and we will file a trace with Canada Post. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you'll get it a few days later. If it's deemed "unrecoverable", we will reimburse up to $100. This reimbursement will only be offered once in your accounts lifetime - we recommend adding in customer notes "request for a required signature upon delivery" to ensure theft is not an issue. There are no refunds for transactions if late due to any postal issues. If the re-sent package is lost or confiscated there will be no refunds.
Canada Post tracking says 'sucessfully delivered' but I did not receive my order
If the tracking site says your order has been delivered but you did not receive it, 2 things probably happened: 1. The postal worker put it in the wrong mailbox, or 2. The postal worker scanned all the packages saying they were "successfully delivered" then spend that day and/or the next day delivering it. If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you'll get it a few days later. If it's deemed "unrecoverable" by Canada Post, we will reimburse up to $100. From Canada Post: The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked: with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf; their Community Mail Box for the item or parcel compartment key; around their property to see if the item was left in a safe location or in a mailbox attached to their home. In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received."
Why was my package sent with a 'Signature Required'?
All orders $500+ will be sent with a Signature Required. If you do not want this option, please leave a note with your order saying "No Signature Required".
Why has Canada Post not updated my tracking information?
If you're tracking your package on Canada Post's website and it has not updated in a while, it's most likely due to your package missing a scan, which is fairly common. (The package is scanned at various points in its trip to your destination) More often than not, you will get your package on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office. If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you'll get it a few days later. If it's deemed "unrecoverable", we will send you a 1x replacement package, free of charge.
My package is going to the wrong destination
If you're tracking your package on the Canada Post website and it looks like it's headed to the wrong city, it's most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.
The order tracking link you emailed me doesn’t work?
We email you the tracking number before the package is scanned at the post office. Tracking information on the courier’s website will not show up until the package is scanned by them. Check back at the end of the day and the tracking should work.
What if I live in a rural community?
Due to high levels of theft in rural areas, especially Yukon & other territories, we are not responsible for any Canada Post packages that are stolen.
What if my package was confiscated or tampered with?
We will decide, at our discression and on a case-by-case basis whether or not to reship the package.