FAQs

Frequently Asked Questions (FAQ)

How can I contact ShopMTL?

You can reach us at info@shop-mtl.com, and our customer service team will be happy to assist you in English or French!

Do you ship worldwide?

Yes! We proudly ship to Canada and worldwide.

Where do you ship from?

We work with trusted suppliers worldwide, and our products are shipped from various locations, including North America, Europe, and Asia.

Can I change or cancel my order?

We process orders quickly to ensure fast shipping. If you need to make changes or cancel an order, please contact us within 12 hours of placing it. After this period, your order will already be in processing, but you can return it once received for a refund.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?

Orders are processed Monday to Friday and typically ship within 1-3 business days. Please allow extra time during holidays and peak seasons.

How long will it take to receive my order?

Shipping times depend on your location and the supplier. Due to high demand, some orders may experience slight delays. Estimated delivery times are:

  • Canada & U.S.: 7-20 business days
  • Europe & Australia: 10-25 business days
  • Rest of the world: 15-30 business days

We will provide tracking information so you can follow your order’s progress.

What if I don’t receive my order?

If you haven’t received your order within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs or taxes?

The prices displayed on our site are tax-free in CAD.

  • For Canadian customers: While many of our products are shipped from international suppliers, orders may be subject to import duties or taxes, depending on Canadian customs regulations. Any additional charges are determined by Canadian Border Services and are the responsibility of the buyer.

  • For international customers: Some orders may be subject to import duties or customs fees set by your country’s customs authority. These charges are the responsibility of the buyer.

How do I return an item?

If you’re not satisfied with your order, please contact us at info@shop-mtl.com within 30 days of receiving your item. We will provide you with return instructions.

What if the item I received is defective or incorrect?

We’re sorry for the inconvenience! Please email info@shop-mtl.com with:

  • Your order number
  • A photo of the item received
  • A brief description of the issue

We’ll work quickly to resolve the problem.

When will I receive my refund?

Once we receive your return or confirm your refund eligibility, the refund will be processed to your original payment method within 7-10 business days. Processing times may vary depending on your bank or credit card provider.