YOUR ORDER FAQ
Where do you ship?
Please find below a list of countries to which we ship:
United States (except Puerto Rico, Alaska, Virgin Island, Hawaii, Guam)
Spain (except Canary Islands)
If your country is not on the list, the shipping fees could be more expensive than usual. Please check with our customer service at firstname.lastname@example.org for an exact estimate.
Do you ship to P.O. boxes?
What are the shipping fees?
For all orders under US$79 shipping fees are US$9,99. We offer FREE shipping on orders over US$79 (taxes excluded). If you place an order in another currency, the shipping fees will be converted at the daily rate. For more information, visit our Shipping Guide.
How long will it take to get my package?
Please note that due to COVID-19 shipments may take longer than usual.
Delivery time depends on each unique order and on each destination. If you live in a remote place, delivery time can take up a few days longer.
Please allow 1-2 additional business days for your order to be fulfilled and shipped.
Please note that these are not guaranteed delivery times. For more information, visit our Shipping Guide.
How will I know when my order has been shipped?
We will email you an order confirmation as soon as it is tendered to our carrier. If your shipping is traceable, tracking information should follow within a few hours.
Can I pay for faster delivery?
At this time, the only shipping options available are those shown on the site after you update your cart. However, if you need your order delivered by a specific date, please email us (email@example.com) or call us (1-514-564-3363) beforehand to ensure we meet your deadline.
Why isn't my tracking number working?
We send you a shipping notification email right when your order is shipped, but it can take up to 24 hours for your tracking number to start showing the progress of your order. Please check back later to see your order moving, or get in touch with us at firstname.lastname@example.org for more details.
Which carriers do you use?
If you are based in the United States, your order will be shipped by UPS or USPS. Orders made in Canada will be shipped by Canada Post. If your order is placed anywhere outside North America, it will be shipped by Canada Post, Royal Airmail, UPS, DHL or Yodel depending on your location as well as stock availability.
Where do you ship from?
Depending on our stock levels and your location, your order could be shipped from Montreal (Canada), Champlain (New York, USA) or Galashiels (United Kingdom).
What should I do if my order hasn't been delievered yet?
If your order has been sent with a tracking service, you’ll be able to follow your order via the tracking number included in your shipping notification email. Your tracking number will be able to provide up to date information on the status of your order.
If your estimated delivery date has passed and you haven’t received your order, contact our customer service team at email@example.com.
Can I come to buy your products directly in your Rosemont (Montreal) office?
Dear Montrealers, our office in Montreal is not a store, but only an administrative and storage place. Thereby, you cannot buy our products there. The purchase of our products (from Molecule-R, Mortier Pilon, Oleum Vera, Tea It Yourself) is exclusively online. However, if you are not comfortable ordering online, you can always visit our multiple distributors; contact us at firstname.lastname@example.org and we will provide you with retailers names in your area.
ORDERS AND RETURNS
How can I edit my order?
If you need to edit a processing order (change the shipping address, the product(s), etc.), please contact our customer service team at email@example.com as soon as possible and we'll do what we can to help you out. Please note that an order cannot be changed after it has shipped. Please carefully review your order before completing your purchase.
Can I cancel my order after I've placed it?
If you wish to cancel your order, please contact our customer service team at firstname.lastname@example.org as soon as possible. If your order has not been shipped, we can cancel it and provide a full refund for the value of your order. However, if your order has been shipped, we are not able to cancel it but you can still return the products (the shipping costs will be at your expense). We provide a full refund for the value of the product(s) returned (excluding shipping costs).
How long are your products guaranteed? (MANUFACTURER WARRANTY)
All our products are guaranteed for 6 months from the delivery date.
I don't want the product I bought anymore. Can I exchange it or get a refund? How can i return it?
As long as the item you purchased is in its original condition, unopened and unused, we are happy to help you exchange it for something else. However, you must return it within 30 days from the delivery date. After that, we will not be able to process your request. You will also be responsible for any return shipping fees. Simply get in touch with us at email@example.com to arrange the exchange or return, and make sure to wait for our confirmation before sending any products back. Refunds are issued in the form of the original payment. We provide a full refund for the value of the product(s) returned (excluding shipping costs).
Remember to ask for proof of postage and/or a tracking number for your return as the parcel remains your responsibility until it arrives with us so if your parcel goes missing in the mail, you'll have proof you've sent it.
Please include the returns form below in your package:
This form may be used for all returns of orders placed on the respective websites of the brands owned by MMTUM Inc.: Molecule-R, Mortier Pilon, Oleum Vera and Tea It Yourself.
My product was faulty when it arrived!
We are happy to exchange an item for free if it was broken or defective upon arrival. To find the best solution for you, send us your order details and a picture to firstname.lastname@example.org.
I broke my product while using it, what can I do?
If the item breaks during use, we are generally unable to replace it for free or to refund it. However, we encourage you to contact us at email@example.com - we will do our best to help you.
I'm missing an item from my order, what do I do?
We are happy to send you an item/piece for free if it was missing from your product upon its arrival. To find the best solution for you, send us your order details and a picture to firstname.lastname@example.org.
Can I place a phone order?
Sure! Please note, however: phone orders tend to have a longer processing time than orders placed online. If you’d still rather order over the phone, give us a call at 1-514-564-3363.
How can I pay for my order?
We accept both credit cards (Visa, Mastercard and Amex only) and PayPal as payment methods for online orders. Phone orders are credit card only—make sure to have your info ready when you call!
Can I pay in a currency other than US dollars? (USD)
Our website, mmtumshop.com, is set in USD (American dollars). This means that the prices of our products are set in US dollars and we receive payments in this currency. By placing an order on our website, you will automatically be charged in USD.
However, we offer you the possibility to obtain price estimates in other currencies: Canadian Dollars (CAD), British Pounds (GBP), and Euros (EUR). You can change the display currency by clicking in the drop-down list (currency selector) at the top right of the screen.
For further information, visit the 'Payment' section.
Will my parcel be charged customs and import charges?
As customs policies and import duties vary widely from country to country, unfortunately we can't tell you if you’ll be charged and what the cost would be. We have no control over these charges.
What are your hours of operation?
We’re open Monday through Friday, from 9 a.m. to 5 p.m. EST.
Who should I contact if I have any questions?
Write a complete answer to the most frequent questions that your customers might have, such as important product information, shipping policies, payment issues or returns.