FREQUENTLY ASKED QUESTIONS

Some of our most requested information is below. If you still have questions please reach out to our support team directly.

ORDERS

WHEN WILL MY ORDER ARRIVE?
We aim to have your order fulfilled as soon as it reaches us. Due to the custom nature of each order, we take about 2-7 business days to complete the order and package it so that it makes its way to you.  Once shipped, you’ll receive a tracking number from us so that you can keep an eye on things. Most orders take 5-14 days in transit.
 
DO YOU INCLUDE ANY PAYMENT INFORMATION ON THE PACKAGE?
No, we do not include an invoice with your order, just a branded packing slip. 
 
MY ORDER ARRIVED DAMAGED. WHAT SHOULD I DO?

On the rare occasion that your order arrives in anything less than perfect condition, please let us know immediately. Kindly send some photos of the damaged piece and the box that it came in to admin@wellmuse.ca so we can help.

DO YOU OFFER EXPEDITED SHIPPING?

We do not currently offer any expedited shipping options.

DO YOU OFFER LOCAL PICKUP?

We offer local pickup in downtown Toronto, please choose local pick up at checkout.

MY ORDER IS LOST, WHAT SHOULD I DO?

If your order has been marked as delivered but you have not received it please let us know by emailing admin@wellmuse.ca and we will track it down.

RETURNS & CANCELLATIONS

WHAT IS YOUR RETURN POLICY?
For hygienic purposes, we are unable to accept returns. 
CAN I EXCHANGE MY PIECE FOR A DIFFERENT SIZE?

All sales are final, we are unable to accept a return or exchange as all pieces are custom made or picked to order just for you.

THE PRODUCT I RECEIVED IS NOT EXACTLY AS PICTURED, CAN AN EXCEPTION BE MADE FOR A REFUND?

Our pieces are made by hand (and with lots of love) so please ensure you are ready for pieces that might have some slight variations in what you saw, example: gua shas may have a logo marked in the centre, while others are made with a logo marked to the left side. If you have a preference, we are happy to factor in your preferences within reason. Please send us a note during checkout under the Add Order Note section prior to placing your order and we can see if it’s achievable. 

CAN I CANCEL OR CHANGE MY ORDER?

All cancellations and order changes must be made within 24 hours of the original purchase.