Questions?

A pre-order occurs when we have incoming stock that has not yet reached our fulfilment centres. You can still order these products and we will ship as soon as stock arrives. This is usually on, or close to the specified date on the product page.

Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination. 

Delivery timeframes vary depending on your location. If you select express shipping, you can expect your order to arrive within 1 to 6 business days. Choose standard shipping and you can expect your order to arrive within 2 to 8 business days. Standard shipping is free for all orders over $50. 

We primarily use Canada Post and UniUni for most deliveries within Canada.  

**Please note: All shipping timeframes are based on the advertised date of dispatch. Should your item have a pre-order date (advised on the product page), this is the approximate date of dispatch and delivery of pre-order items will occur within the timeframes listed above.

If you’re located in Canada, standard shipping is free on all orders over $50. For orders under $50, standard shipping is $9.99.  

Multiple shipping options (including express or expedited shipping) are available at check out.

Covered shipping guarantees your order will be replaced in the rare event it is confirmed as lost or stolen by the courier. If you choose not to select covered shipping, we cannot guarantee a replacement for your lost or stolen order.  

You can upgrade to covered shipping at checkout.

Sure can! If your order was placed less than 90 minutes ago, you can update your delivery address, email, or other personal details. Please email us and we will be sure to change it!

If it's been more than 90 minutes since you placed your order, please reach out to us at help@moodymates.com Our dedicated comfort consultants will investigate your request.

Please be aware that our orders are processed swiftly at our fulfillment center, so we may have limited flexibility, but we'll certainly do our utmost to assist you.

If your order has already shipped, don’t panic! You can still redirect it via your countries tracking links provided on your shipping confirmation email.

*Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.

Although Canada Post and UniUni quote us 2-8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.   

If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Canada Post and UniUni.   

*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.

We offer free returns for 30 days from the date your order is delivered/received. 

However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and / or at checkout. To be eligible for a return: 

1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received. 

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty. 

3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached swing tag, shoe boxes, ribbons and specialty packaging. 

4. You must provide a photo of your item/s prior to shipping so we can assess the condition. 

*Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount.  

Example:  

Purchased Moody Mates Twin Pack for $138 

Returned one Moody Mate, current sale price = $84 

Your refund is $138-$84 = $54  

The above is only an example, the total amount owed will be calculated at the time your refund is requested.  

Please email help@moodymates.com to initiate your return.