Frequently Asked Questions

What payment methods do you accept?

We accept Visa, Mastercard & INTERAC e-Transfer.

Do you sell in stores or do local pickups?

As of right now, we currently do not offer local pickups, however this is something we are looking at diligently. Please stay patient as we look to expand our business in a retail environment.

What do I do with a defective product?

Please contact our support team at support@masstees.com and provide a detailed description of the issue (with pictures if possible). We strive for excellence and make it a top priority to deal with any potential issues as quick as possible (typically within the hour).

I am missing items. What do I do?

Please DO NOT open or unwrap any packages/products. Please send us a picture of the package (interior and exterior) to support@masstees.com and we will investigate further. If you open the package, the status of the order will be considered Delivery Complete.

How long before payment confirmation?

Once the payment is verified upon placing the order, the order gets processed as fast as humanly possible.

What happens if I don’t send a payment?

If you do not send your payment within 2 hours of the order, your order will be cancelled.

What are the delivery times?

If the order is placed before 8 AM EST and the payment was verified, we will ship out your package on the same day.

All items are shipped via Xpresspost from Ontario. It typically takes 2-3 business days and 5-8 business days in rural areas. We will also be sending you the tracking information so you can see exactly when your product will arrive!

Do you offer shipping outside of Canada?

We ship only to Canada for consumers.

For wholesalers, we are looking for global partners and will ship world-wide. For more info, please contact us at: inquiries@masstees.com

I did not receive my package. What do I do?

If your package did not arrive 2 days after the expected arrival date, please contact us at support@masstees.com and we will open up a case with Canada Post. It can take up to 5 business days for Canada Post to complete an investigation. In the event of an unrecoverable package, we will send you a one time replacement package of up to $150.

My tracking shows “Delivered”, but I did not receive it.

There are times when a postal worker scans the package ahead of time stating “Successfully Delivered” and delivers it the next day.

If your package did not arrive 2 days after the expected arrival date, please contact us at support@masstees.com and we will open up a case with Canada Post. It can take up to 5 business days for Canada Post to complete an investigation. In the event of an unrecoverable package, we will send you a one time replacement package of up to $150.

Do you offer express shipping?

We only ship using Xpresspost via Canada Post.

Who do I contact to change shipping address?

Please contact us directly at support@masstees.com for further investigation.

Who do I contact for issues with tracking?

Once the post office scans the package, that’s when the package becomes trackable. If the tracking number doesn’t work by the end of day after we send the confirmation, please contact us at support@masstees.com and we will investigate further.

Do my packages require a signature?

By default, we ship packages without a required signature. If you want to sign upon delivery please add it under the “Order Notes”.

What is the shipping cost?

Free Shipping is available for all orders over $75 or you will be charged a $15 flat rate fee.

For more information regrading refunds & returns, please visit our refund policy page.