COVID-19 has led to extreme delays within the worldwide supply chain. This has also affected shipping within our merch operation. We promise to work as fast as we can to get your item out our door, but please allow a MINIMUM of 4 weeks for arrival within North America, and 8 weeks for Europe/worldwide deliveries. Once your item is in the hands of the postal system, we cannot change how fast it arrives at your door.
Due to border closures for Australia and New Zealand, we can no longer ship items to anyone residing in those countries. We will keep an eye on the situation and update when shipments are allowed again.
ESTIMATED SHIPPING TIMES
Our goal is to have all orders handed off for shipping within 5 days (Usually is much less). Delivery times will vary greatly based on shipping location. While many orders have arrived well before the timeframe, please refer to the COVID-19 notice above for shipping estimates.
DO YOU SHIP WORLDWIDE?
Yes, we do ship to (nearly) every country worldwide. Please refer to our COVID-19 shipping notice for minimum delivery times worldwide.
I MADE A MISTAKE, CAN I CHANGE MY ORDER?
Please send an email to customerservice@mainfactor.com if you have made a mistake on your order. If we catch the mistake before it is shipped, we will try and make the necessary changes. If an item change, size change, address change, or refund is required, our customer support team will help as quickly as possible. Any items that have already been shipped cannot be changed or altered.
HOW DO I CANCEL MY ORDER?
Please send an email to customerservice@mainfactor.com as quickly as possible if you wish to cancel the order. If your item has already been shipped, we can no longer make any changes to your order.
CAN I EXCHANGE MY ORDER?
Unfortunately, we do not offer an exchange facility. Simply return your item(s) & reorder for a replacement. Your refund will be processed once we’ve received your returned item(s).
WHERE IS MY ORDER?
Once your item is shipped, if tracking was purchased at checkout, you will receive a confirmation email with tracking information. Please allow 24-48 hours for updates to appear on the system. Once your item is in the hands of the post, we can no longer change delivery speed. Please refer to the tracking information section for more information.
I CAN'T SEE MY TRACKING INFORMATION
If you have waited 48 hours and still do not see tracking, please confirm that the shipping method purchased at checkout comes with tracking or not.
Below is an explanation of which shipping methods include tracking or not:
Within Canada:
- All shipping methods include tracking
Within United States:
-
Expedited Parcel USA: Includes tracking
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Small Packet USA Air: Does NOT include tracking
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Tracked Packet USA: Includes tracking
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Xpresspost USA: Includes tracking
Europe/Worldwide Shipping:
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International Parcel Air: Does NOT include tracking
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Small Packet International Air: Does NOT include tracking
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Tracked Package International: Includes tracking
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Xpresspost International: Includes tracking
I MISSED MY DELIVERY?
You will need to contact the delivering postal service states on your shipping confirmation email directly if you missed your item's delivery. Please provide them with any tracking information they need. If you are unsure, check your shipping confirmation label for more information.
HOW DO I KNOW IF MY ORDER HAS BEEN DISPATCHED?
You will receive a shipping confirmation email once your item has been shipped
Please note:
- Orders are processed Monday to Friday.
- We do not dispatch items on weekends or national holidays.
- Customers are responsible for paying all customs & import duty charges.
WHO PAYS CUSTOMS FEES?
Customs fees are levied by the government of the country that the goods are shipped to. We have no control over these fees, and all custom/import fees are the responsibility of the customer.
RETURNING AN ITEM
If you ordered the wrong size, color, or item by mistake, please contact customerservice@mainfactor.com within 10 days of the order delivery to declare a return. Our customer service team will follow up with you on how to proceed.
Unless we are responsible for sending the wrong or damaged item, customers are liable for the cost of shipping returns. Please contact us before returning any item(s).
Items must be in their original condition & packaging, unworn, unwashed & complete with their original labels and tags (If any). The customer is also required to return any free promotional items (if any) that may have been included in the order.
- Any duties on returned goods will remain the responsibility of the customer.
- When contacting customer support, please include the order number along with a clear explanation of the issue.
- Once you have notified us you will have 14 days to send the product to us. If we receive the return within 28 days of the item's delivery date, we will refund the order. Any returns arriving after the 28 day threshold will not receive a refund.
- Please hold onto proof of shipping (shipping receipt) after sending us the return.
- If we receive your return in less than NEW CONDITION, we cannot process your refund.
DIGITAL DOWNLOADS & LIVE STREAMS
Digital downloads are NOT eligible for a refund or return.
HOW LONG DO REFUNDS TAKE TO PROCESS?
Please give us up to 10 business days to process refunds.
THERE’S A PROBLEM WITH MY ORDER!
Send a message to customerservice@mainfactor.com if there are any issues with your order. Please read this page carefully before messaging so you are aware of our policies.
I RECEIVED A DAMAGED/DEFECTIVE ITEM
Email customerservice@mainfactor.com for any any or defective items you have received. Don't forget to provide us with your name and order number to avoid delays.
CONTACT US
If you have any other questions, please contact customerservice@mainfactor.com.
