FAQS

· When will my order be shipped?

· When will my order arrive?

· What is the status of my order? How do I track it?

· When will my credit card be charged?

· How do I know that my order has been shipped?

· How do I change or cancel my order?

· Do you offer price adjustments?

· Do you offer gift certificates?

· What are my payment options?

· Why should I create a Mavi account?

· Is ordering from ca.mavi.com secure?
 



WHEN WILL MY ORDER BE SHIPPED?

Orders placed Monday through Friday by 12 PM PST will be shipped the same day. Orders placed Monday through Friday after 12 PM PST will be shipped the following business day. All orders placed on weekends and holidays will be shipped the following business day. All orders are subject to credit authentication. During busy periods such as sale and holiday, additional processing time may be required.

Orders shipped via Express and Expedited shipping must be placed Monday through Friday by 12 PM PST in order to be shipped the same day. If they are received after 12 PM PST, they will be shipped the following business day.

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WHEN WILL MY ORDER ARRIVE?

Your order will ship via UPS from our warehouse in Vancouver, British Columbia. The total time it takes to receive your order is the sum of processing time (payment authentication and packing) and shipping time (the time it takes for your order to go from our warehouse to your shipping address).

Our warehouse is closed on evenings, weekends and holidays, so only orders placed on Monday through Friday by 12 PM PST will be processed the same day. Orders placed at all other times will be processed and shipped out the following business day. During sale and holiday periods, processing time may increase due to high order volumes.

Shipping time depends on the shipping method selected during checkout.

· Standard: 5 to 7 business days after processing - Free
· Expedited: 2 to 3 business days after processing - $15
· Express: 1 to 2 business days after processing- $22

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WHAT IS THE STATUS OF MY ORDER? HOW DO I TRACK MY ORDER?

Once you have a placed an order, you can check its status at any time by logging into your account and visiting your Order History page. Please visit this page to log in.


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WHEN WIILL MY CREDIT CARD BE CHARGED?

Your credit card will be charged once your order has shipped. Once you have placed your order, we will provide you with a confirmation number on the order confirmation page. You will also immediately receive an email with your order details and confirmation that your order has been received. We will send you another email once your order has been shipped and we have charged your credit card.

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HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

You will receive an email confirmation when your order ships. This will include a UPS tracking number you can use to track your order either on UPS.com or by logging into your account and visiting your Order History page.

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HOW DO I CHANGE OR CANCEL AN ORDER?

To cancel or change an order you recently completed, please contact customer support as soon as possible. We can be reached by calling 1-888-311-6284 or by writing to customersupport.ca@mavi.com. Please allow up to 48 hours to respond to email inquiries. We will make every effort to accommodate your request. Please note that our system is designed to fulfill orders very quickly so we cannot cancel or change an order once it has entered the shipping process. If you are unable to cancel an order you may return or exchange it free of charge. For more information on our return and exchange policy click here.

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DO YOU OFFER PRICE ADJUSTMENTS?

If your previously purchased merchandise is marked down within 7 days of the original order date, we will process a one-time price adjustment for the difference. To request a price adjustment, send an email to customersupport.ca@mavi.com and include your order number, full name and billing address in the email.

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DO YOU OFFER GIFT CERTIFICATES?

No, gift certificates are only available at our retail store locations and are not accepted as a form of payment on ca.mavi.com.

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WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, MasterCard and American Express. PayPal and Mavi gift cards are coming soon.

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WHY SHOULD I CREATE A MAVI ACCOUNT?

Being a registered user comes with many perks. You will experience a faster checkout since you won't have to reenter your credit card or shipping and billing information and you will be able to look up your order status and history at any time. Registering also makes gift giving and receiving simple. You will be able to send your Mavi Wish List to your friends and family as well as store their address information in your Address Book so you avoid typing in their information each time you send a gift. Click here to create an account.

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IS ORDERING FROM CA.MAVI.COM SECURE?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources are valid.

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Still have questions? Email us at customersupport.ca@mavi.com.