Have Questions? Check Out This Section Before Contacting Us

Here are some of the top questions

How do I become a member of MJNExpress?

It is free to become a member of MJNExpress. At the checkout screen, enter an account password and tick the checkbox to confirm you are 19+ years old and we will create an account for you on our site.

How does your reward points system work?

For every $1 dollar that you spend (excluding shipping), you will earn 1 point. For each product review you submit that is published, you will earn 5 points. You will also get a one time 20 points sign up bonus upon joining our site.

For every 20 points you accumulate, you will receive a $1 discount that can be used towards any future orders. Points can be redeemed for anything in our online store, without any restrictions.

Which payment methods are accepted on MJNExpress?

We accept Interac e-Transfer payments only for now.

I’ve sent payment, what’s next?

An E-transfer email can take 40 minutes to an hour to reach our email once you send payment. We will process the payment and pack your order. Once your order ships, we will send a shipping confirmation email with a link to track your order (click on the link to go to our courier’s site)

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.

For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

How is my order packed for shipping?

Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.

How long will delivery take?

All orders are sent XpressPost 2-3 day delivery and a tracking number will be emailed to you once your order has been processed. You can track it from there.

Shipping

How is my order packed for shipping?

Your order is packed in a hard box and double vacuum sealed. It is discretely packaged and labelled with zero smell and no indication of the products inside to maintain your privacy.

What are the shipping costs for orders from MJNExpress?

Shipping cost is $15 per order. If the order is $199+ then shipping is free.

How long will delivery take?

All orders are sent via XpressPost in 2-3 day business days, a delivery and tracking number will be emailed to you once your order has been processed. You can track it from there.

Help! My package didn’t arrive on the expected delivery date?

We ship orders promptly but sometimes there are delays with our courier. If you do not receive your order 2 days after the expected delivery date, email us and we will file a trace with Canada Post.

If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will reimburse up to $100. This reimbursement will only be offered once in your accounts lifetime – we recommend adding in customer notes “request for a required signature upon delivery” to ensure theft is not an issue.

There are no refunds for transactions if late due to any postal issues.

If the re-sent package is lost or confiscated there will be no refunds.

Canada Post tracking says 'sucessfully delivered' but I did not receive my order

If the tracking site says your order has been delivered but you did not receive it, 2 things probably happened:

1. The postal worker put it in the wrong mailbox, or

2. The postal worker scanned all the packages saying they were “successfully delivered” then spend that day and/or the next day delivering it.

If you do not get your package 2 days after the expected delivery date, let us know and we will file a trace with the post office. Canada Post will file an investigation which can take 5 business days to complete. If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable” by Canada Post, we will reimburse up to $100.

From Canada Post:
The investigation involves contacting the addressee to confirm delivery, or to better understand how they receive their mail and, as applicable, if they checked:
with the front desk, security or mail room at the receiving address to see if someone else accepted the item on their behalf;
their Community Mail Box for the item or parcel compartment key;
around their property to see if the item was left in a safe location or in a mailbox attached to their home.

In rare cases, a delivery scan is entered into our system before the item is delivered. If you become aware that the addressee has received the item before we contact you, simply reply to this e-mail indicating the item has been received.”

Why was my package sent with a 'Signature Required'?

All orders $400+ will be sent with a Signature Required. If you do not want this option, please leave a note with your order saying “No Signature Required”.

If you refuse signature required we will not be responsible for missing or confiscated packages.

Why has Canada Post not updated my tracking information?

If you’re tracking your package on Canada Post’s website and it has not updated in a while, it’s most likely due to your package missing a scan, which is fairly common. (The package is scanned at various points in its trip to your destination)

More often than not, you will get your package on time or a day later. If you do not receive it 2 days after your expected date, let us know so we can file a trace with the post office.

If a trace is filed, Canada Post will conduct an investigation (which can take 5 business days to complete). If they can locate the package, they will ship it to you and you’ll get it a few days later. If it’s deemed “unrecoverable”, we will send you a 1x replacement package, free of charge.

My package is going to the wrong destination

If you’re tracking your package on the Canada Post website and it looks like it’s headed to the wrong city, it’s most likely due to human error at Canada Post. Human errors happen on occasion as the postal employee has to manually enter each postal code in the system and if they are off by a digit/letter, it can cause a routing error and subsequent delay of 1-2 days.

The order tracking link you emailed me doesn’t work?

We email you the tracking number before the package is scanned at the post office. Tracking information on the courier’s website will not show up until the package is scanned by them. Check back at the end of the day and the tracking should work.

What if I live in a rural community?

Due to high levels of theft in rural areas, especially Yukon & other territories, we are not responsible for any Canada Post packages that are stolen.

Payments

Which payment methods are accepted on MJNExpress?

We accept Interac e-Transfer payments only for now.

Is tax charged on my orders?

All taxes are included in our prices already.

I’ve sent payment, what’s next?

An E-transfer email can take 40 minutes to an hour to reach our email once you send payment. We will process the payment and pack your order. Once your order ships, we will send a shipping confirmation email with a link to track your order (click on the link to go to our courier’s site)

Is there a minimum and maximum order amount?

We have a $75 minimum order amount. There is no max order amount. Orders under $199 are charged a $15 flat rate shipping fee. Orders $199+ are shipped free of charge.

How do I send an Interac E-transfer?

If you use online banking with a Canadian bank/credit union, then sending an Interac E-transfer takes just a couple of minutes.

For information on sending an E-transfer, please contact your bank or http://www.interac.ca/en/interac-e-transfer-consumer.html

How much time do I have to submit payment for my order?

Once you submit your order, we will email you a receipt with instructions to pay. Your order will be on hold until your submit payment via Interac E-transfer. After a day or two, we will send a reminder email to pay for your order. If we do not receive your payment in 5 business days, your order will be cancelled.

Ordering

How does your reward points system work?

For every $1 dollar that you spend (excluding shipping), you will earn 1 point. For each product review you submit that is published, you will earn 5 points. You will also get a one time 20 points sign up bonus upon joining our site.

For every 20 points you accumulate, you will receive a $1 discount that can be used towards any future orders. Points can be redeemed for anything in our online store, without any restrictions.

How does your promo or coupon codes work?

Sometimes we will have specials which require a customer to enter a coupon code. The coupon code must be entered to receive the discount or special promo.

The promo code must be entered in the ‘Coupon’ field on the ‘View Cart’ page.

NOTE: Only ONE coupon can be used at a time – coupon codes cannot be combined together. If you use rewards points on an order, a coupon code cannot be used on that order.

Is there a minimum and maximum order amount?

We have a $75 minimum order amount. There is no max order amount. Orders under $150 are charged a $15 flat rate shipping fee. Orders $199+ are shipped free of charge.

How can I contact you? Do you have a phone number?

We do not have a contact phone number. Our preferred contact method is email. When you sign up on our site or do an order, we send you an email. You can reply to that email to contact us.

When will my order ship?

If we receive your order and Interac E-transfer by our 9am PST cutoff time, your order will ship that business day. If we receive your order and payment after 9am PST, your order will ship the next business day.

* Please note that it can take up to 40 minutes for us to receive your E-transfer.

How can I add, edit or cancel my order?

If you want to add to or edit your order, please create a new order and email us to cancel your original order. If you want to cancel your order, email us with the order number.

What are your working hours?

Our shop is, of course, open 24 hrs a day. We are in the office 9 to 5 PM PST. Our payment processing and customer service departments do work into the evenings occasionally.

A product was missing in my package

All orders and product details are tracked in our database, any confirmed missing items will be placed in the next order.

Disputes are up to the discretion of the customer service representative at that time.