Shipping & Returns
When will I get my order confirmation?
Order confirmations are automatically sent to the email address used to purchase at the time your order is complete.
Your confirmation email will include:
- Line detail of the items ordered
- Shipping and billing address
- Shipping method selected
- Digital download links (if applicable)
If you have not received your order confirmation within a few minutes of a successful order, please check your junk or spam folders and make sure your email address was entered correctly.
If the confirmation email is still not found in your inbox and/or you may have entered your email address incorrectly, please email us at email@example.com and we would be happy to look into it for you and get it fixed.
When will my order ship?
If the items are not on pre-order, most orders are fulfilled within 2-3 business days of the order being placed online.
Multiple unit orders will not ship until all items are available in stock.
You will receive an automatic shipping confirmation at the time your order is shipped that includes your tracking number.
Please note: tracking numbers can take up to 48 hours to update to its next scan location and not all shipping methods have step by step tracking.
Unfortunately, we are not able to upgrade a shipping method once an order has been placed.
What are the estimated transit times for orders after they have been shipped?
Our orders are shipped out of warehouse located in British Columbia, Canada.
Canadian customers should expect a transit time 4-7 business days from the date you receive your shipping confirmation.
US customers should expect a transit time 9-11 business days from the date you receive your shipping confirmation.
International customers should expect a transit time of 9-16 business days from the date you receive your ship confirmation.
Please note: A substantial transit time is expected for international orders due to transit time and processing through customs. If you do not receive your package in 6 weeks, please be sure and check with your local sorting/postal office to ensure they’re not holding the package or that it’s not being held in customs.
Nearly every shipment that crosses an international border is subject to the assessment of duties and taxes determined by each country.
It is important to note that all taxes and duties are at the responsibility of the purchaser. We do not have the ability to mark packages as having "No Commercial Value" in order to reduce potential duties due.
If you have questions about your order location after it has arrived to your country, we recommend contacting your local postal service for updates.
Returns & Exchanges
- Returns and exchanges are accepted within 30 days of order arrival to customer.
- Shipping fees are not covered by Monstercat unless merchandise is damaged/defective or shipping errors were the fault of our end.
- Clothing that has been washed or worn will not be accepted for return or exchange.
- Music, media and accessories must be unopened, unused, and in condition and packaging as received.
- Customers are responsible for arranging postage and any costs associated with sending their returns/exchanges to our warehouse.
- If requesting an exchange, Monstercat will cover the cost of the package back to you. In the case of a return, once your order is received, refund will be issued via original payment method.
Use original packaging (if possible) to return your item(s) to the following address: (if possible, please include order numbers and/or confirmations)
Monstercat Collections Returns
c/o Transaction Heroes
Unit 5 - 3511 Viking Way
Richmond, British Columbia,
How long will it take for my Return/Exchange to be processed?
Once your returned package has reached our warehouse please allow up to 8 business days for it to be processed through our returns department. A representative will be in contact with you (via the email address used to place your order) to provide further details.
Make sure to use a shipping method with tracking and hold onto your tracking number when you return the items. We cannot be held responsible for any returned merchandise unless you have obtained proof of delivery.
Can I get a pre-paid return shipping label?
Shipping fees are only covered for products that arrived damaged or shipped incorrectly. Please email firstname.lastname@example.org with an explanation of defect and include photo and/or video of damaged or incorrect item to receive a pre-paid shipping label via email for your return.
If you have received a return shipping label, make sure you send your item(s) back within 2 weeks from receiving your return shipping label or your return shipping label will become invalid.
What if the exchange item I want is out of stock?
Due to high demand and varying stock levels, if we are unable to offer exchanges because a specific style or size has sold out, you may return the original item.
When will I see my refund?
In most cases, once a refund has been submitted, the issuing bank will post it to your account within 3-5 business days when issued to a credit card. Refunds issued to a bank account or pin-less debit typically take 10 business days to reflect on the account balance. This time frame may vary from one financial institution to another.
Any additional questions, please feel free to reach out to us at email@example.com