Exchange & Returns
At TheMandarin.ca, we do our very best to make sure you are happy with your purchase, and that includes helping you resolves issues that might result in exchanges & returns.
We strive to avoid errors and mishaps, but we do realize that the unexpected does sometimes happen. We take time and care in choosing and handling all our items – they will be inspected very carefully before we pack them for shipping. We absolutely do not ship damaged products. If your package arrived at your door damaged, please ask the delivering courier (if applicable) to make a note of the damages on the delivery note. Please take pictures of the outside of the package showing the damages as well as the inside of your package. If you are picking up your order, please check your order carefully.
Please note that we carry a lot of one-of-a-kind, as well as customized products. Most of our souvenir items are custom produced. Please consult the product descriptions & size chart very carefully when placing your order. We are always a phone call away if you need more information regarding the products you are interested in. We may not have stock on hand to exchange and will need to issue a credit note to you for future purchases. We strongly suggest that you inspect the items carefully when picking up your order.
Please contact us within 7 days of receiving your items (via shipping) if you need to send back items for exchange or credit.
Please also be assured that you can contact us anytime at all regarding your purchase and we will make it a priority to address your questions and concerns.
RETURNS FOR EXCHANGES & CREDIT
Please note that we would not be able to accept returns on customized, custom produced, personal clothing, health & wellness, foods & drinks, footwear, CDs+DVDs, gift cards and opened products. However, if we ship your order wrong, we would of course address it as a first priority. Please contact us immediately upon receiving your order so that we can resend your order as soon as possible.
For some of our designs that we have stock on hand upon receiving your exchange request: if you need a different size or need to exchange your items, we would happily accommodate your requests provided that the items are returned to us in their original, unused condition with original tags and packaging. If the products have been used, worn, washed or their conditions upon arriving at our store indicate usage or damaged packaging, we would not be able to exchange nor give credit for those products. Once we received the items you send back, we will inspect them and inform you whether we can accept the exchange. Please note that shipping rates will apply whether we are re-shipping the item back, or sending you an exchange item.
If you can come into the store to do the exchange, just contact us ahead of time so we can put aside the items you need to exchange for.
For custom produced items that are available only through our online store, we would likely not have stock in the store. Please be sure to consult the size chart and order the right size. If the item arrives with the wrong measurements, we would of course resend the item to you. Otherwise, you would need to order a different size.
Please note that most of our souvenir apparels are custom produced, and we MAY NOT have additional stock for exchanges.. Please consult the size chart when placing your order. We may not have stock on hand to exchange and we will issue to you a store credit once we received your item.
Before you ship your item back, please contact us to obtain an Return To Exchange file number as well as the order exchange processing slip to include in your return shipment. Once we received your returned item, we will resend your item as per your request and instructions. Please note that shipping rates will apply.
SHIPPING DAMAGES & LOST SHIPMENT
Currently, most of our products can be picked up in store, or delivered to Winnipeg street address during a time when they can be signed for. All items that can be packaged and shipped (except greeting cards) are shipped via Canada Post tracked services. Greeting cards are mailed in non-tracking envelopes unless otherwise specified.
If your order/ package was damaged during transit, please ask the delivering courier (if possible) to note the damages in their paperwork before you signed for them, or you can note the damaged with your signature (where applicable, especially with Canada Post pick up). Please take pictures of the outside of your package as well as the inside (showing the damage to the products) and contact us as soon as possible. This should be reported to us within 5 business days of receiving your package, otherwise, we may not be able to address this with the carrier.
If your order has not arrived within a reasonable time frame after we notify you that they have been shipped, please first check with the tracking link sent to you to see the details of possible delay. Please contact us within 30 days of ordering so that we can look into it for you.
AND LASTLY… JUST CONTACT US
If you have any questions at all, just contact us via email or Whatsapp text. We WILL get back to you. If you have placed an order, or contact us via email, please be sure to check your spam/junk mail box as your filters may land our emails there. Un-spam us if you can, or check periodically for our emails. Thank you.