Frequently Asked Questions (FAQ)

Where can you get inquiries about the order that you have placed online?

You can call us at (416) 531-7188 or email us at sales@macklems.com. Our customer service team will be available 24 hours a day and 7 days a week at your service. You can get your inquiry about the online order from them.

What is a special order? And how can you order it?

A special order is such an order that is not available in our sock at the time the customer wants to purchase. And the customer wants to confirm the order on their behalf. These orders are considered final to buy, and returns and exchange policies are not applicable on them. You can read our Return and Exchange policy for further details.

How will you get to know about your order shipment?

Once your order has been packed and ready for shipment from our warehouse, an email with all the tracking links or codes will be sent to you on the order's dispatch. Sometimes, some products are shipped in different products or boxes to other locations, and you get an individual tracking number of different packages.

Why has my package yet to be delivered?

We at Macklem’s try our best to ship the order on time. The shipment takes 4-5 business days to deliver to your doorsteps. Yes, pre-orders and special orders take a little more time than usual.

The estimated time of both pre-orders and special orders depends on the product. You can figure it out on our product page. If you have further injury regarding shipment and delivery, you can call us at (416) 531-7188 or email us at sales@macklems.com

How can I change my order?

You can change your order by requesting to change the order within 4 hours of placing the order. You cannot cancel that order after 4 hours. If your order has been dispatched, call us at (416) 531-7188 or email us at sales@macklems.com for further assistance.

How can I cancel my order?

You can cancel your order by requesting a cancellation request within 4 working days. You can only cancel your order before your order has been dispatched. You can get further information by calling us at (416) 531-7188 or email us at sales@macklems.com 

Can you redeliver my parcel if I haven’t received it?

Your parcel might be delivered between Monday and Friday, and we do not have it on the weekend. Our delivery boy will deliver your package to your doorstep, but if you are away from your home, he will leave a delivery message at your doorstep. The parcel will be placed for 3-7 business days at depots. If no message or call is received from your side, then it will shipped back to the warehouse. To reorder your package, extra delivery charges will be applied.

How do you return an order?

You can return the order if you want within 14 working days with the receipt and package. You can replace that package that is non-refundable or special order. Delivery charges and shipment fee is not refundable if you return any parcel. 

How do you deal with a damaged parcel?

If you received a damaged package at the time of delivery, sign the damage slip and contact our customer service department at (416) 531-7188 or email us at sales@macklems.com. While communicating with a customer representative, tell them about your order number and contact information. We will replace the damaged product with the new one and deliver it to your doorstep.

Can I pick up my online purchase from the store?

Yes, you can pick up your online purchase from our official store. Go and check at www.macklems.com for the store number and location. 

What was the final sale product?

Final sale products may include pre-orders or special orders, car seats, hygiene products, personal care products, and many more. You can see the complete list in the Returns and Exchange section. These products do not have any return policy.

Will you charge payment at the time of purchase?

Due to specific policy changes, you must pay at the purchase time. If you have any purchase or payment issues, contact us at (416) 531-7188 or email us at sales@macklems.com. Our customer representatives will help and help to resolve your queries.