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Fit Guide

Copy of FAQ

 

COVID-19 UPDATE

Our customer service team will be working remotely and will be able to answer all questions by email, phone or online chat. Our online store will remain open as usual and we have extended our return policy by an additional two weeks.

Canada Post is currently experiencing delays at processing facilities across the country, due to significant increases in parcel volumes and operational changes made to safeguard their staff from COVID-19. Shipping times will be delayed.

Please be patient with us while we process your return or exchange request. In order to keep our warehouse a safe place for our staff, we are operating at a reduced capacity. 

WHAT SHIPPING CARRIER WILL MY ORDER BE SHIPPED WITH?

All orders are shipped with Canada Post, including orders shipped to P.O. boxes and RR addresses.

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. During busy periods such as sales and holidays, additional processing time may be required. All orders are subject to credit authentication.

Orders shipped via Express and Priority 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.


WHEN WILL MY ORDER ARRIVE?

Your order will ship with Canada Post 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. Orders with customized items, including maternity panels, require additional processing time. Please allow 2-3 business days of processing for these orders.

Shipping time depends on the shipping method selected during checkout.

Service Shipping Time Order Value Before Taxes Shipping Charge
Standard
2 to 9 days - major cities
2-12 days - non-major cities
8-13 days - remote locations
Less than $75 before taxes $8
Standard
2 to 9 days - major cities
2-12 days - non-major cities
8-13 days - remote locations
$75 or more before taxes Free
Expedited
1 to 7 days - major cities
1-11 days - non-major cities
6-13 days - remote locations
Any Value $15
Express Up to 8 days Any Value $22

P.O. Boxes, rural, remote areas, and Territories may take additional days. Please note that Expedited and Express shipping options are currently unavailable due to shipping delays caused by COVID-19.

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. Once your order has shipped, we will send you a shipping confirmation email that will include your Canada Post tracking number. You can use this number to track your order on the Canada Post website.


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 a second email once your order has been shipped and we have charged your credit card.


HOW DO I KNOW THAT MY ORDER HAS BEEN SHIPPED?

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


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. We will make every effort to accommodate your request. Please note that our system is designed to fulfil 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.


HOW DO I ENTER A PROMO CODE ON A MOBILE DEVICE?

To enter a promo code on a mobile device, proceed to the checkout. At any page in the checkout before the order has been confirmed, click on the Show Order Summary drop down button to access the promo code box. 

Enter Promo Code on Mobile Device

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. Once a price adjustment refund has been made, our sale-priced return policy will apply and the applicable item(s) will be eligible for exchange only, within 14 days of delivery. These items will not be eligible for returns. 

DO YOU OFFER GIFT CERTIFICATES?

Yes! We offer eGift cards (available here) for use on our online store. We also offer gift cards in our retail store locations. Gift cards purchased at our retail stores cannot be used for payment online.

WHAT ARE MY PAYMENT OPTIONS?

We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay and Mavi eGift Cards.

DO YOU OFFER MATERNITY JEANS?

We offer maternity conversion services so that you can wear your favourite jeans and stay stylish throughout your entire pregnancy. For an additional $20, you can have a maternity panel added to any pair of new Mavi jeans. We offer 4 different panels to suit different pregnancy stages and comforts.

Please visit our maternity panel page to place your order.


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.


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.