Policies
Shipping & Returns
Shipping, delivery, and our 21-day exchange policy — everything you need to know.
Processing Time
3–5 business days before dispatch
Delivery
Worldwide, fully tracked
Exchange Window
21 days from delivery
Shipping Policy
Shipping
Estimated Delivery Times
| Region | Estimated Transit | Tracking |
|---|---|---|
| Canada | 5–8 business days | Yes |
| United States | 7–12 business days | Yes |
| United Kingdom | 10–16 business days | Yes |
| Rest of World | 14–21 business days | Yes |
Total estimated delivery time = processing time (3–5 business days) + transit time shown above.
Order Processing
All orders are processed within 3–5 business days of payment confirmation. Business days are Monday through Friday, excluding Canadian public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.
You will receive an email confirmation when your order is placed and a second notification with your tracking information once your order has been dispatched.
Shipping Destinations
Mastribe ships to Canada, the United States, the United Kingdom, and worldwide. If your country is not available at checkout, please contact us at support@mastribe.com and we will do our best to assist you.
Shipping Carriers
We ship using a mix of trusted carriers including Canada Post, DHL, FedEx, and UPS. The carrier used for your order will depend on your location and the most efficient option available at the time of dispatch. All shipments include tracking.
Shipping Rates
Shipping rates are calculated at checkout based on your location, order weight, and selected shipping method. Any applicable rates will be displayed before you complete your purchase.
Tracking Your Order
Once your order has been shipped, you will receive a tracking number by email. You can use this number to track your order directly on the carrier's website. Please allow up to 24 hours for tracking information to become active after you receive your shipping confirmation.
If you have not received your tracking information within 6 business days of placing your order, please contact us at delivery@mastribe.com.
Customs, Duties & Taxes
For international orders (outside Canada), your shipment may be subject to import duties, taxes, and customs fees upon arrival in your country. These charges are determined by your local customs authority and are entirely the responsibility of the customer. Mastribe has no control over these fees and is unable to predict or reimburse them.
We recommend checking with your local customs office before placing an order if you have questions about potential charges.
Delivery Issues
Mastribe is not responsible for:
- — Delays caused by customs processing or carrier disruptions
- — Packages delivered to an incorrect address provided by the customer
- — Packages marked as delivered by the carrier but reported as missing
- — Delays due to weather events, strikes, or other force majeure circumstances
If your package is lost or significantly delayed, please contact us at delivery@mastribe.com and we will work with the carrier to investigate on your behalf.
Incorrect Address
Please ensure your shipping address is accurate and complete before placing your order. We are unable to redirect packages once they have been dispatched. If a package is returned to us due to an incorrect or incomplete address, you will be responsible for the cost of reshipping.
Damaged Items in Transit
If your item arrives damaged, please contact us within 7 days of delivery at support@mastribe.com with photos of the damaged item and packaging. We will assess the situation and work to make it right as quickly as possible.
Return & Exchange Policy
Returns & Exchanges
We want you to love what you ordered. We understand that sometimes things don't work out, and we've made our process as simple as possible.
What We Accept
We accept returns for store credit or exchanges only. We do not offer cash refunds except in the case of defective or damaged items. To be eligible, items must meet all of the following conditions:
- — Returned within 21 days of the delivery date
- — Unworn and unwashed
- — In original condition with all tags attached
- — Free from perfume, deodorant, makeup, or any other marks
- — Not purchased as a sale or discounted item (final sale)
How to Start a Return or Exchange
Email us at returns@mastribe.com with your order number and reason for return. We will respond within 2 business days with instructions. Do not send items back without prior approval — unapproved returns will not be accepted.
Return Shipping
Customers are responsible for all shipping costs, except in cases of defective or damaged items. We recommend using a tracked shipping method, as we cannot be responsible for items lost in transit.
Defective or Damaged Items
If you receive an item that is defective, damaged, or significantly different from what was described, please contact us at support@mastribe.com within 7 days of delivery. Include photos of the issue and your order number. Verified defective or damaged items are eligible for a full refund to your original payment method or a replacement at no additional cost to you.
Sale & Discounted Items
All sale items are final sale. We do not accept returns or exchanges on discounted or promotional items unless they are defective or damaged upon arrival.
Sizing
Mastribe provides a detailed sizing chart for all items. We strongly encourage customers to measure themselves and compare against our size guide before placing an order. Returns due to sizing will only be accepted if measurements fall outside the range indicated in our size guide. We cannot accept returns where the correct size was selected based on our chart but did not fit as expected.
Store Credit
Store credit is issued as a Mastribe gift code valid for 2 years from the date of issue. Store credit cannot be redeemed for cash and is non-transferable.
Regional Policy
Our return and exchange policy applies globally, with the following region-specific notes:
Canada
Exchange or store credit within 21 days. Return shipping at customer's expense.
United States
Exchange or store credit within 21 days. Customer pays return postage to Canada. We are not responsible for customs fees or delays on return shipments.
United Kingdom & Europe
Exchange or store credit within 21 days. Customer is responsible for all return shipping, customs duties, and import fees applicable on the return shipment.
Rest of World
Store credit only. Customer is responsible for all return shipping costs, duties, and applicable taxes. We strongly recommend using a tracked courier service.
Need help with an order?
Contact our support team — we respond within 2 business days.
Get in Touch