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Terms & conditions

Clothing > Customer service >  Terms & conditions

Terms & conditions

About Us

We are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.

Our Contact details:

MyMerino
64 Rosewood Drive S.W.
Calgary
Alberta
Canada
T3Z 3K7

Phone: 403 454 1324
Fax: 403 454 1978
Email: Please use the [Contact Us] button at the top of the page.

GST/HST 84550 7920 RT0001

Making A Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.

We accept credit card payments in Canadian Dollars. If you are shopping from outside Canada place your order and your credit card company will convert the transaction to your own currency.

We accept Visa, Mastercard, American Express and Discover via our secure encrypted online payment gateway. We also accept Paypal.

You may send your credit card information over the Internet knowing that our site and our payment gateway provider use secure encrytion.

We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.

When the confirmation of an order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping And Handling

We charge shipping based on the value of the items you have purchased. These charges may change from time to time.

If there is a delay in dispatching your order, we will send you a email asking you whether you would still like us to send the order to you. We will only charge you postage once per order, no matter how many parcels we send you.

Please note:

Local import duties may be payable upon receipt for orders outside Canada.

All orders on this site will be charged in Canadian Dollars.

We try hard to meet our delivery schedules but cannot be responsible for delays outside our control after the item has been dispatched from our distribution centre.

Delivery Schedule

We process your order the same day and we will normally dispatch your order to you the next business day.

Please allow sufficient time for delivery. Our best estimates of delivery times are up to 14 days for Canadian addresses and up to 21 days for U.S.A. addresses.

We cannot be held responsible for delays outside our control after the item has been dispatched from our distribution centre.

Back Orders

We cannot always guarantee permanent availability of all items, although we try our hardest. We source our goods from New Zealand and although we have excellent relationships with our manufacturers, they are on the other side of the world and sometimes delays and long lead times can occur.

If an item is out of stock, we'll always give you the best information we can on anticipated delivery dates.

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

We apply the current Canadian Sales Tax (GST) or Canadian Hamonized Sales Tax (HST) to all our sales.

The current Provincial Sales Tax (PST) for Alberta is also applicable.

Credit Card Security

When your order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

No Quibble Guarantee:

You can return your order for any reason, at any time within 15 days of receipt, for a full refund or exchange. All items must be returned in their original packaging with tags, unworn and in original condition.

You can return your order if there is a manufacturers defect, at any time within 90 days of receipt, for a full refund or exchange. All items must be returned in their original packaging with tags.

Please see our returns policy for instructions on how to return items to us.

Contact Us

If you need to reach us, please email us using the link on the store page, alternatively, you can call on 403 454 1324 or fax us on 403 454 1978 or write to us at 64 Rosewood Drive S.W., Calgary, Alberta, Canada, T3Z 3K7

Privacy Policy

MyMerino respect your privacy and do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

We retain your email address and will occasionally send emails advising you of new products, special offers or other information we think you may be interested in. We will not disclose your email details to any other company.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Returns Policy

How to Return or Exchange:

1.There is no need to telephone or email us when returning an item.

2.Simply enclose a letter detailing why you are returning the item and whether you would like an exchange or a refund.

3.Enclose the item in a secure package and mail to us at:

MyMerino
64 Rosewood Drive S.W.
Calgary
Alberta
Canada
T3Z 3K7

4. We recommend that you return items within Canada using insured, prepaid Regular Parcel Post. Insuring your return allows you to track your parcel with Canada Post. Retain proof of postage. Goods are returned to MyMerino at your own expense and risk. MyMerino will not be accountable for lost items or items that suffer damage in transit to us. We will not accept any COD or courier packages that have fees to be paid on receipt.

If you are returning items from outside Canada we recommend you use regular surface international mail. Please clearly mark the package as "Canadian Goods Being Returned to Retailer". Please do not use a courier i.e. UPS or Fedex as duty and brokerage fees may be incurred. MyMerino will not accept any packages that have a duty or fee that requires payment, the package will be returned to you which may incur more costs on your behalf.

5. We will write to confirm your return has been received and is being processed. You will receive your refund credit, or cheque or exchange order (subject to stock) within 3 to 6 weeks after you post the goods back to us.

If you are requesting an exchange, please remember to include sufficient payment for the return postage. Usually, this will be the same amount as the original shipping charge. If you are returning goods due to a manufacturing fault you will receive an account credit equal to the return postal charges and will not be charged postage for the subsequent replacement.

Where applicable, please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment. MyMerino are not liable for any taxes or duties on exchange orders.

6. Please note that refunds on items bought as gifts can only be given to the original payer.

Legal Statements on Returns:

Returning any item within 15 days will be taken as notice of cancellation of your order (or relevant part of your order). Goods are provided to you on approval and legal title to the goods will not pass to you until the three month post-delivery period has expired. On receipt of the returned goods, MyMerino will give you a full refund of the amount paid for the goods (but not the postage, unless your return is due to a manufacturing fault) or an equivalent exchange credit as required. You must, however, return the goods to MyMerino on cancellation in order to receive a full refund or exchange. When returning goods on which you have received a discount/offer, that discount/offer will no longer apply if you fall below the discount/offer threshold and the refund will be adjusted accordingly.



Clothing > Customer service >  Terms & conditions