Shipping & Returns
First of all, thank-you for shopping at Clark Street Mercantile. We really appreciate your support!
All orders are processed within 5 business days and are shipped via Canada Post, UPS, Purolator or local bicycle courrier (local Montreal orders only), unless otherwise specified. Shipping times may vary depending on the final destination.
Packages ship from our shop in Montreal, Canada.
Shipping is FREE on all Canadian orders over $200, (we offer a flat fee to the US).
We normally ship using Canada Post or UPS for Canadian orders, and UPS, Canada Post or Purolator for US & International orders. This is subject to change. Please contact us for any special shipping instructions prior to ordering (extra fees may be incurred depending on requests).
Once a package is shipped we have no control over how long it will take to arrive. We also have no control over whether or not your package is delayed in your country’s customs office. By placing an order with us, you accept the risk that your package may be delayed during shipment for these reasons. CSM cannot offer reimbursements on delayed shipments, but can support you in filing a claim with the shipping carrier.
For international shipments, orders may be subject to import duties, taxes, and customs clearance fees upon arrival in your country. These charges are set by local authorities and are the sole responsibility of the recipient. Please note that Clark Street Mercantile does not have control over these fees and does not collect or benefit from them. As such, we’re unable to refund or reimburse any duties, taxes, or related charges. If a shipment is refused or returned due to unpaid customs fees, we unfortunately cannot issue a refund on your order. For more information on applicable import charges, we recommend contacting your local customs office.
Exchanges may be done within 10 days of purchase date. CSM will accept returns for store credit (only if criteria mentioned below are met). CSM will not accept any returned merchandise without prior written communication and valid Return Authorization number, so please contact us before sending your goods back.
We require that all valid returns be in new/unworn condition, with attached tags and original packaging. Once items have been worn and/or washed and/or opened, they cannot be returned or exchanged. Please note a restocking fee MAY be applied in certain cases.
Upon inspection and approval, Exchange or Store Credit will be provided. All sale items, discounted and promotional merchandise are FINAL SALE and are not eligible to be returned or exchanged. We will offer a one time price match in the form of online or in-store credit in the case of a recently permanently discounted product that has been purchased within 3 days at regular price *note: this does not apply to any flash sales like Boxing Day, Black Friday, or similar type sales.
ALL SALES ON MASKS, APOTHECARY OR OTHER PERSONAL HYGIENE PRODUCTS ARE FINAL SALE.
CSM does not assume any responsibility for loss or damage to returned goods whilst in transit from the customer. All charges incurred as the result of an exchange or return (ie. shipping, duties, and taxes) are the sole responsibility of the customer. In the case of an exchange the customer may be required to pay an additional re-shipping fee. It is the customer's responsibility to ensure the accuracy and correctness of shipment information. If any matters of liability arise, the matter will be dealt with and settled between the seller and the customer directly. CSM is not liable for any items lost, stolen, or damaged during shipment, courier will hold full responsibility upon departure from our shipping facility. Please file a loss/damage claim directly through the courier, and we will happily provide all necessary information needed to facilitate your claim. Due to liability of courier, no refund or exchange will be given until the investigation is complete and the claim has been issued and reimbursed. Please note that while lost orders are one of our top priorities, package claims are a long, extensive process and often take several weeks to complete.
Manufacturing Defects
At Clark Street Mercantile we stand behind the products & brands we carry. Most of our brands share this same philosophy. While we at CSM are not responsible for any manufacturing defects, we will happily put you in touch with the appropriate person at the brand in question or offer an exchange on a replacement product, if the issue is indeed deemed a defect. Please contact us with your issue immediately and provide the necessary accompanying detailed information (photos, proof of purchase, etc).
