Shipping Policy

All regular orders are processed within 24h (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. For custom orders, you can expect a longer delay depending on the product specs.

Some postal service problems are outside of your control and may cause additional delays.

Domestic Shipping Rates and Estimates

All orders over $500 are eligible for Free Shipping.

Flat rate shipping: $8.49 for Standard shippping in Canada, 17.99 for Express shipping in Canada

In-store pickup

You can skip the shipping fees with free local pickup. Contact us for more details.

After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 24h for regular orders. Expect a longer delay for custom orders. We will send you an email when your order is ready along with instructions. 

Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping to most countries.

Shipping charges for your order will be calculated and displayed at checkout. 

For international shipping can vary greatly depending on the destination.

Shipping option

Estimated delivery time

Price

Standard

varies based on the country

varies based on your location

Xpresspost

varies based on the country

varies based on your location

Priority

varies based on the country

varies based on your location


Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. MTL Custom Jewelry is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at info@mtlcustomjewelry.com with your name and order number, and we will look into it for you.

Visit Your Account to track your shipment

Returns, and exchanges

We accept exchanges up to 7 days after delivery. The item has to be unused and in its original condition. You’ll need to send us pictures and also need the receipt or proof of purchase. It has to be returned to us first with the original packaging. After inspection, we will proceed to a credit of the total amount to your account.

In the event that your order arrives damaged in any way, please email us as soon as possible at info@mtlcustomjewelry.com with your order number and a photo of the item’s condition.

If you have any further questions, please don't hesitate to contact us at info@mtlcustomjewelry.com.

To proceed , you can contact us at info@mtlcustomjewelry.com. If your exchange is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

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