Shipping, Return & Refund Policy

This Shipping, Return & Refund Policy is for Mount Mel Company Ltd. and was last updated on May 30, 2025. 

1. PROCESSING TIME. All clay items are made to order. If you have ordered any clay items, with their handmade nature, processing times can take up to 3-4 weeks before they are shipped off. Once the item or items are handed to the delivery carrier, Mount Mel Company Ltd. is no longer responsible for your order. There will be tracked shipping options for majority of items listed. After processing, please allow an additional 1-2 weeks for local/domestic orders, 2-3 weeks for international orders to USA, or 4-8 weeks for international orders outside of CAD/USA until your item(s) arrive. 
2. SHIPPING COSTS. International shipping is limited to only certain regions. Rates vary based on your order details - simply head to checkout and enter your shipping address to receive an accurate quote.* Mount Mel Company Ltd. does not make any profit(s) from shipping costs of your purchased items. I recognize that it is my obligation as a small business owner based in Canada to adhere and follow their shipping requirements accordingly. As the seller of handmade items, I recognize it is necessary that I utilize packaging supplies of sufficient quality and durability to ensure your item(s) are packed with the utmost protection.** As the customer of mtmelco.com, it is your responsibility to pay the shipping cost for your purchased item(s) as per the above requirements.
   *Please refer to 9. CUSTOMS/DUTIES/TAXES (INTERNATIONAL SHIPPING) of Shipping Policy.
   **Please refer to 6. LOST, MISSING AND DAMAGED ORDERS of Shipping Policy.
3. RETURNS. All sales from mtmelco.com are FINAL. Refunds and returns will not be accepted. (Please be mindful before confirming your order placement). 
4. CANCELLATIONS. After an order is submitted for delivery, the order cannot be cancelled. If you have questions about cancelling an order that has not yet been fulfilled or processed, you can contact me via e-mail: mountmelcompany@gmail.com
5. DELAYED ORDERS. In the case of delayed processing, customers will be notified about an increase in processing time via e-mail. Shipping provider delays do not fall under the liability of the seller, Mount Mel Company Ltd. For delayed deliveries, please contact the postal service(s) involved for the shipment status of your item(s). 
6. LOST, MISSING AND DAMAGED ORDERS. Once your package is submitted for delivery, it is no longer under the liability of the seller, Mount Mel Company Ltd. (a.k.a. MTMELCO). Mount Mel Company Ltd. (a.k.a. MTMELCO) is not responsible for lost or stolen or damaged packages en route with the postal service(s) involved. In the case you have purchased from my shop and your order was lost or damaged en route, or stolen it is your responsibility as the customer to: (a) For LOCAL DELIVERY/DOMESTIC SHIPPING: Refer to the "Support" page on the Canada Post website and, if necessary, file for investigation or compensation using Canada Post's "Open a support ticket" feature; or (b) For INTERNATIONAL SHIPPING: Refer to Customer Service and Support page on the website of the international delivery carrier involved. Refunds and product replacements unfortunately cannot and will not be issued for lost, stolen or damaged packages. (Mount Mel Company Ltd. is a small online business solely run by one individual, myself. Thus, refunds and product replacements are not feasible.)
7. PACKAGE REJECTION/INCORRECT ADDRESS. As the customer, it is your responsibility to ensure your Personal Information and Delivery Address are accurate when placing your order. It is highly encouraged that you double check that all required information is correct before confirming your order. In the event you inputted the wrong address, the postal service(s) involved may reject your package and send it back to me and I will gladly reship your order. Mount Mel Company Ltd. is not and will not be responsible for covering any costs for reshipment. 
8. FRAGILE/DEFECTIVE ITEMS. Mount Mel Company Ltd. is a predominantly handmade/handcrafted business. As the customer, it is your responsibility to take care of your handmade purchases so as to prolong the longevity of the delicate item(s) and prevent any possible damage. Some components of these handcrafted items sold on my shop are made/purchased from other manufacturers. The manufacturers involved are fully separate entities from Mount Mel Company Ltd. If you receive an order from me and the manufactured item or the manufactured component of your item(s) is defective, it is not under the liability of the seller, Mount Mel Company Ltd., but of the manufacturer(s) involved. If you experience this issue, please contact me via e-mail: mountmelcompany@gmail.com
9. CUSTOMS/DUTIES/TAXES (INTERNATIONAL SHIPPING). If you are purchasing internationally from my online shop, Mount Mel Company Ltd. is not and will not be responsible for any applicable fees, duties and tax charges at customs. International buyers are responsible for monitoring and tracking their item(s) ordered and preparing for payment of applicable fees, duties and tax charges at customs. 
10. CONTACT. For questions and inquiries about this Shipping Policy, please contact me via e-mail: mountmelcompany@gmail.com