exceptional shipping arrangements during the covid-19 crisis.
How can I get hold of your products?
MALIN+GOETZ products are available on the malinandgoetz.ca website and on the websites of authorised partner retail shops.
Is delivery still possible?
Delivery is still in operation for online orders. Our warehouse is operating in line with Government protocols and the health safety rules.
What are the temporary delivery times and process?
In light of the reduced workforces and social distancing, we ask for you to expect longer order processing and delivery times than what we would normally like to offer to our customers. Please allow at least 1-2 business day(s) for processing before your package is shipped. Currently, the option of expedited shipping can take anywhere from 2-3 business days to deliver, excluding the weekend.
Inquiries pertaining to delivery lead times or order tracking can be directed to help@malinandgoetz.ca
Please note, shipments to YT, NT, NU, BC, AB, SK, PE, NS, NB may take 5-7+ business days.
What hygiene measures are implemented during the delivery process?
Our warehouse providers comply with goverment guidelines to ensure the protection of our employees and customers. The government guidelines have been put in place and are operating in a very controlled manner.
How can I check the status of my order?
Once we receive your order, MALIN+GOETZ will email your order number to you. Please be sure to include this order number in your inquiry, if applicable. You can contact our customer service team at help@malinandgoetz.ca in regards to your inquiry.
How can I track my order?
You will receive an automated email from MALIN+GOETZ or Canada Post once your order has been shipped out with your tracking number.
online returns policy.
We want you to be happy with your purchase from us. Should you wish to make a return, please be sure to send us a return request by filling out our returns form. We will not be responsible for returns that have not been agreed upon with our Customer Service team first. We will offer a full refund on returned items and that are received within 30 days of initial purchase. Regrettably, we are unable to offer exchanges on any items.
Returns
To return an item, please include your order number on your return shipment. Return postage must be paid by the purchaser and we recommend sending your return via a tracked/insured method, which can be tracked in the case of loss or theft. MALIN+GOETZ will not be responsible for lost or stolen packages.
Please send the return package to:
Prestilux Inc.
Attn: Digital Dept.
3537 Boulevard le Corbusier
Laval, QC H7L 4Z4
Canada
We can only accept returns from orders placed on malinandgoetz.ca. Any purchases made from our authorized retailers cannot be reimbursed and we invite you to contact the original point of purchase. We regret that we cannot assist you with any issues that you may encounter with purchases made from unauthorized retailers or sources.
The following items are final sale and cannot be returned: promotional items such as gift sets, 32oz or 128oz products, grooming tools, razors, bath brushes, hair brushes, combs and toothbrushes.
Refunds
Once your return is received and inspected to be in compliance with our return policy, we will issue a refund to your original method of payment. Unfortunately, any shipping charges that were incurred with your original order are non-refundable. Please allow 3-5 business days to see these funds in your account.
Please note, any exceptions to this policy will be taken into consideration and will otherwise, only be eligible for a refund at the discretion of MALIN+GOETZ.
Thank you to all our customers in working with us during this difficult time. We ask you to stay safe, and shop all your essentials (+more) at our online store. We are on hand to answer any questions, and as always are dedicated in ensuring our best customer service as possible.
