How we fulfil your order

At Mabel & Grace, orders are fulfilled directly through our trusted international logistics hubs and partners and delivered directly to your door. This international fulfillment model allows us to offer a carefully curated jewelry collection at competitive prices, complete with complimentary tracked delivery across Canada.

Processing Time

Orders are processed and prepared for shipment within 1–3 business days. Once your package has been dispatched from our fulfillment facility, you will receive an automated confirmation email containing your personal tracking details.

Delivery Time

The average delivery time is 5–11 business days, depending on your specific location.

During peak regional holiday periods, severe weather conditions, carrier disruptions, or local customs clearance procedures, shipping may take slightly longer. We appreciate your patience and aim to keep you informed throughout the delivery process.

Tracking

Every shipment includes Track & Trace.

You will receive your personal tracking link by email as soon as your order has been dispatched from our fulfillment partner.

Shipping Costs

We are pleased to offer free standard shipping on all orders delivered within Canada.

Shipping rates for other international destinations, where applicable, will be calculated and clearly displayed at checkout before payment.

Customs & Import Duties

Depending on your destination, local customs duties, import tariffs, or regional taxes may apply upon entry into your country.

These charges, where imposed by local authorities, are the responsibility of the customer. Mabel & Grace does not control customs fees, import charges, or delays caused by customs inspections.

Order Cancellations

Because we aim to process and dispatch orders as quickly as possible, cancellation requests can only be submitted within 1 hour of placing your order.

To request a cancellation, please contact us immediately at info@mabel-grace.com with the subject line:

CANCEL – [Your Order Number]

Once the 1-hour cancellation window has passed, your order may have entered our automated fulfillment process and can no longer be cancelled or modified.

In this situation, our standard Return Policy will apply once the package has been delivered.

Responsibility During Shipping

• Once tracking confirms that a package has been successfully delivered to the shipping address provided during checkout, responsibility for the package transfers to the customer.

• Please carefully verify your shipping information before completing your purchase.

• Any address correction request must be submitted to us within 1 hour of purchase. Once an order has entered fulfillment, we cannot guarantee that the shipping address can still be changed.

• Customers who purchase our optional Order Protection at checkout may be eligible to submit a claim for qualifying transit issues under the terms outlined below.

Questions?

If you have any questions regarding shipping, tracking, or delivery, please contact us at info@mabel-grace.com.

Our support team is available:

Monday – Friday: 09:00 AM – 06:00 PM (PST)
Saturday – Sunday: 10:00 AM – 05:00 PM (PST)

ORDER PROTECTION

At Mabel & Grace, we want every purchase to arrive safely. That's why we offer our optional Order Protection program at checkout — an additional service designed to provide coverage for qualifying transit loss or physical shipping damage.

What Is Covered

Order Protection may cover the following situations when valid supporting evidence is provided:

• Packages officially declared lost by the shipping carrier.

• Packages showing no tracking movement after the estimated delivery window has fully elapsed.

• Packages delivered in a visibly damaged condition where the shipping damage has directly affected the item(s) inside.

What Is Not Covered

Order Protection does not cover:

• Packages successfully marked as "delivered" by the shipping carrier unless an official carrier investigation confirms non-delivery.

• Standard shipping delays caused by customs processing, severe weather, national holidays, carrier disruptions, or capacity constraints.

• Incorrect, incomplete, or invalid delivery information entered by the customer during checkout.

• Shipments refused by the recipient.

• Loss, theft, or damage occurring after confirmed delivery.

• Claims submitted more than 14 days after the estimated delivery date shown on the tracking information.

• Orders where Order Protection was not purchased at checkout.

• Multiple Order Protection claims submitted by the same customer within a single 6-month period.

How to File a Claim

To submit an Order Protection claim, please email us at info@mabel-grace.com with the subject line:

CLAIM – [Your Order Number]

Your email should include:

1. Your original order number.

2. A clear description of the delivery issue.

3. Relevant photographic or screenshot evidence.

4. Your official carrier inquiry or investigation reference number, where applicable.

Claims must be submitted within 14 days of the estimated delivery date.

Claims received outside this timeframe may not be eligible for review.

Evidence Requirements

We require reasonable documentation to verify and process Order Protection claims.

Non-Delivery Claims

Please provide:

• A screenshot of the official tracking page showing the current shipping or inactive transit status.

• A carrier inquiry, trace, or investigation reference number where available.

Damage Claims

Please provide:

• Clear photos showing the damaged item(s).

• A clear photo of the original shipping packaging, including the shipping label and outer box or mailer as received.

• Photos showing both the damaged product and the condition of the external packaging.

We may be unable to approve a shipping damage claim where sufficient photographic evidence is not available.

If your order was delivered through Canada Post, you may contact Canada Post Customer Care directly at 1-866-607-6301 to request a formal trace investigation.

Please provide your tracking number and retain the inquiry reference number for your claim.

Claim Review Process

All Order Protection claims are reviewed by our customer support team.

After submitting your claim, you should receive an acknowledgment within 1–2 business days.

Our review process may include:

1. Confirming that the claim was submitted within the 14-day eligibility period.

2. Reviewing the submitted documentation and evidence.

3. Checking available carrier and tracking information.

4. Determining whether the claim falls within the applicable Order Protection coverage terms.

We may request additional information if necessary.

If additional documentation is requested, customers should provide it within 5 business days. Failure to provide the requested information may result in the claim being closed.

Most eligible claims are reviewed within 3–7 business days after all necessary documentation has been received.

Claim Outcomes

Approved Order Protection claims may be resolved through one of the following methods:

• A digital store credit.

• A complimentary replacement or reshipment of the original item(s), subject to availability.

The appropriate resolution may depend on the circumstances of the claim and product availability.

Please note that cash refunds are not normally provided under the optional Order Protection program itself.

The Order Protection service fee is non-refundable after an order has been processed and dispatched.

Claim Denials

A claim may be denied if it does not meet the applicable Order Protection terms.

Common reasons may include:

• The claim was submitted outside the 14-day claim period.

• Required evidence is incomplete, unclear, or missing.

• The carrier has marked the package as delivered and no supporting carrier investigation confirms non-delivery.

• The customer submitted an incorrect or incomplete shipping address.

• A prior Order Protection claim has already been submitted by the same customer within the previous 6 months.

If you obtain new and relevant supporting documentation after a claim has been denied, you may submit a one-time appeal within 5 business days of receiving the denial decision.

Important Notes

Order Protection is an optional service program offered by Mabel & Grace. It is not an insurance policy or insurance product.

All Order Protection claims are subject to review based on the terms applicable at the time of purchase.

By purchasing Order Protection at checkout, you acknowledge that you have read and accepted the applicable Order Protection terms.

Mabel & Grace reserves the right to update or modify the Order Protection terms from time to time. The version in effect at the time your order is placed will apply to that purchase.

Order Protection does not limit any mandatory consumer rights that may apply to your purchase under applicable law.

Questions About Your Claim?

For questions regarding an existing or potential Order Protection claim, please contact us at info@mabel-grace.com.

We aim to respond to support inquiries within 1–2 business days.

Contact & Company Information