How long does shipping take?

Orders are processed within 1 to 3 business days. After dispatch, delivery usually takes 3 to 7 business days, so most orders arrive within 4 to 10 business days of being placed.

Delivery times are estimates and may vary during busy periods, around public holidays or due to carrier delays.

Where do you ship to?

We ship to addresses in Canada only, including all provinces and territories. Deliveries to remote or northern postal codes may take a few days longer.

Where do you ship from?

Some orders are shipped directly from our trusted suppliers, which may be located overseas, including in China. We do this to avoid an extra handling step and to get your order moving sooner.

If your order contains several items, they may arrive separately and on different days. You are never charged extra for a split delivery.

Do you offer free shipping?

Yes. Shipping is free on all orders delivered within Canada. There are no handling fees or surcharges, and all prices are shown and charged in CAD.

Will I have to pay customs or import charges?

No. All import duties, customs charges and taxes are paid by us. You will never be asked to pay anything extra to receive your order.

If a carrier ever contacts you asking for payment before delivery, do not pay it. Email us first at support@marksarahvancouver.com and we will sort it out with the carrier.

How can I track my order?

Once your order has been dispatched we email you a tracking number, where tracking is available. Please allow a few days for the first scan to appear, as tracking can take time to update after a parcel is collected.

What if my parcel is lost or has not arrived?

If tracking shows your parcel as delivered but you have not received it, please first check with others in your household, your neighbours, your local post office and the carrier. If you still cannot find it, contact us within 14 days of the delivery scan and we will investigate and arrange a replacement or a refund.

Do you offer returns?

Yes. We offer a 30 day money back guarantee on both faulty items and items in perfect condition that you changed your mind about. Contact us within 30 days of receiving your order at support@marksarahvancouver.com.

Items must be returned new and unused, in their original packaging and with the tags still attached.

How do I start a return?

Email us at support@marksarahvancouver.com with your name, order number, the email address used for the order, the reason for the return, and photos if the item is damaged, faulty or incorrect.

We answer within one business day and send you the return instructions and the correct return address. Please do not send anything back before your return has been approved.

Who pays for return shipping?

We never charge a return fee, handling fee or restocking fee.

If you changed your mind, ordered the wrong size or no longer want an item, you arrange the return label and pay the postage yourself. If the item is faulty, damaged or incorrect, we cover the return shipping.

This does not limit your rights under applicable Canadian federal and provincial consumer protection legislation.

Do you offer exchanges?

Yes. We can exchange an item for a different size, colour or product, as long as it meets the return conditions and the replacement is in stock. Email us and tell us which item you would like instead.

When will I receive my refund?

Once your return has been received and approved, we email you to confirm and issue your refund within 3 business days to your original payment method, in CAD. Your bank or payment provider may need a few extra days to show the amount on your statement.

What if my item is faulty or incorrect?

Contact us as soon as possible at support@marksarahvancouver.com with your order number, a description of the issue and clear photos of the item and the packaging. We will offer you a repair, replacement, exchange or refund, and we pay the return shipping.

Can I change or cancel my order?

Email us as soon as possible. If your order has not been processed or shipped yet, we will change or cancel it and refund you in full. Once an order has shipped, the address can no longer be changed and the order cannot be cancelled, but you can still use the 30 day return process.

Which payment methods do you accept?

You can pay with the methods shown at checkout, including major credit and debit cards. All payments are processed securely and your card details are never stored on our website.

How can I contact you?

Email support@marksarahvancouver.com or call +1 6722730446 during our business hours. We answer emails within one business day.

For the full details, see our Shipping Policy and our Returns and Refund Policy.