Support
Frequently Asked Questions
Everything you need to know about shopping with Mastribe.
Orders
How do I place an order?
Browse our collections at www.mastribe.com, select your size using our size guide, add items to your cart, and proceed to checkout. You'll receive an email confirmation once your order is placed successfully.
Can I modify or cancel my order after placing it?
We begin processing orders quickly, so modifications and cancellations are not guaranteed. Contact us immediately at support@mastribe.com with your order number and we will do our best to help before your order is dispatched. Once shipped, we are unable to cancel or modify orders.
I didn't receive an order confirmation email — what should I do?
Please check your spam or junk folder first. If it's not there, contact us at support@mastribe.com with the name and email address used at checkout and we'll resend your confirmation.
Shipping
How long will it take to receive my order?
Orders are processed within 3–5 business days before being dispatched. After dispatch, estimated transit times are: Canada (5–8 business days), United States (7–12 business days), United Kingdom (10–16 business days), and Rest of World (14–21 business days). These are estimates and may vary.
Do you ship internationally?
Yes. We ship to Canada, the United States, the United Kingdom, and worldwide. If your country does not appear at checkout, contact us at support@mastribe.com.
How do I track my order?
Once your order is shipped, you'll receive a tracking number by email. Use it to track your package directly on the carrier's website. Please allow up to 24 hours for tracking to activate after your shipping confirmation email.
Who pays for customs duties and import taxes?
Customers are responsible for any customs duties, import taxes, or fees charged by their country's customs authority. These charges are not included in your purchase price and are not reimbursed by Mastribe. We recommend checking with your local customs office if you have concerns.
My tracking shows delivered but I haven't received my package. What do I do?
First, check with neighbours or your building's mailroom. If the package is still missing, contact the carrier directly with your tracking number. If you need further assistance, reach out to us at support@mastribe.com and we'll help investigate.
Returns & Exchanges
Do you accept returns?
We accept exchanges and issue store credit — we do not offer cash refunds unless your item arrived defective or damaged. Items must be returned within 21 days of delivery, unworn, unwashed, and with all tags attached.
How do I start a return or exchange?
Email us at returns@mastribe.com with your order number and reason for return. We'll respond within 2 business days with instructions. Please do not send items back without prior approval.
Who pays for return shipping?
Customers are responsible for return shipping costs in all regions, except in cases where items are defective or damaged. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit.
I received a damaged or defective item. What should I do?
Contact us at support@mastribe.com within 7 days of delivery with photos of the item and packaging. Verified defective or damaged items are eligible for a full refund or replacement at no cost to you.
Can I return a sale item?
No. All sale and discounted items are final sale and cannot be returned or exchanged, unless they arrive defective or damaged.
Sizing & Products
How do I find my size?
We provide a detailed size guide on our website. We strongly recommend measuring yourself and comparing against our size guide before placing your order. If you're between sizes, we suggest sizing up. You can also contact us at support@mastribe.com for personalized sizing advice.
What if I ordered the wrong size?
If the size you received does not match what was described in our size guide, we'll gladly accept an exchange. However, if the correct size was selected based on our size chart and it did not fit as expected, this falls outside our exchange policy. Please measure carefully before ordering.
Are the colours accurate in product photos?
We make every effort to photograph our products accurately under good lighting. However, colours may appear slightly different depending on your screen's brightness and colour settings. If you have questions about a specific item's colour, contact us before purchasing.
Do you restock sold-out items?
Restocking depends on the designer and collection. Some items are limited edition and will not be restocked. Follow us on social media or sign up for our newsletter to be notified of restocks and new arrivals.
Payments
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as other payment methods available at checkout.
Is my payment information secure?
Yes. All payments are processed through Stripe's secure, encrypted payment infrastructure. Mastribe does not store your full card details.
What currency will I be charged in?
Prices are listed and charged in Canadian Dollars (CAD) unless otherwise indicated. Your bank or card provider may apply a currency conversion fee for international transactions.
Do you offer gift cards?
We offer store credit in the form of gift codes, which are issued when an exchange is processed. If you're interested in purchasing a gift card, contact us at support@mastribe.com and we'll let you know what's available.
How can I contact Mastribe?
You can reach us at support@mastribe.com. We respond to all inquiries within 2 business days, Monday through Friday.
Still have questions?
Our team is here to help.
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