Shipping policy
This policy explains where we ship, how long an order takes, and what happens when something goes wrong on the way. It forms part of our Terms of Service and applies to every order placed on miralivia.com.
The short version. Shipping is free across Canada, with no minimum spend. Most orders are prepared in 1 to 2 business days and arrive within 5 to 9. Those are the usual times, not a guarantee: at busy periods allow up to 10 business days to prepare and 16 to deliver. You receive a tracking number as soon as your parcel leaves.
1. Where we ship
We currently ship to addresses within Canada only, including all provinces and territories. We do not ship to PO boxes where the carrier requires a signature, and we cannot ship to freight forwarders or parcel-consolidation addresses.
If you place an order for delivery outside Canada, we will contact you and cancel and refund it in full.
2. Shipping cost
Standard shipping is free on every order, with no minimum spend and no exclusions. There is no separate handling charge, and no charge is added at delivery.
3. Processing time
Orders are processed Monday to Friday, excluding public holidays. Most orders are checked, prepared and handed to the carrier within 1 to 2 business days.
That is what usually happens, not a commitment. During sale periods, product launches and the weeks around major holidays, preparation takes longer, and you should allow up to 10 business days. That outside figure is the one we commit to, and it is the one used in the table below.
Orders placed on a Friday afternoon, at a weekend or on a public holiday begin processing on the next business day. We would rather quote a range we can keep than a date we cannot.
4. Delivery times
Delivery time is counted from the moment the parcel leaves us, not from the moment you place the order. For a full picture, add the processing time above.
| Destination | Usual, after dispatch | Allow up to |
|---|---|---|
| Canada — urban centres | 5 to 9 business days | 16 business days |
| Canada — rural, remote and northern addresses | 7 to 12 business days | 21 business days |
The "usual" column describes what happens with most orders. The "allow up to" column is the outside figure we commit to, and the one to go by if you are ordering for a particular date. Counting from the moment you place the order, that means a typical order arrives within 6 to 11 business days, and you should allow up to 26.
All of these are estimates based on the carrier's own service standards. They are not binding delivery dates, and we cannot commit to delivery on a specific day.
In exceptional cases — customs inspection, severe weather, carrier backlogs, industrial action — a parcel can take longer than the ranges above. If your order passes 40 business days from dispatch without arriving, contact us and we will refund or replace it.
5. Tracking your order
As soon as your parcel is handed to the carrier, we email you a tracking number. You can also follow it at any time through Track your order in the site menu.
Tracking can take 24 to 72 hours to show its first carrier scan after you receive the confirmation email, and a parcel often keeps moving between scans without updating. A quiet tracking page is normal and is not, by itself, a sign that anything is wrong. Please allow the full delivery window to pass before contacting us about a delay.
6. Split shipments
Orders containing more than one item may arrive in more than one parcel, on different days, without any extra cost to you. Where this happens you receive a separate tracking number for each parcel. If part of your order has arrived and the rest has not, please check your emails for a second tracking number before contacting us.
7. Suppliers and dispatch
Our pieces are produced and dispatched by manufacturing partners we work with directly, and some orders are prepared and shipped by those partners on our behalf. This is what allows us to keep shipping free and prices where they are. Whoever prepares the parcel, your contract is with MIRALIVIA, and every question, return or claim is handled by us.
8. Delivery addresses
Please check your delivery address carefully at checkout. We are not able to redirect a parcel once it has been handed to the carrier, and we are not responsible for orders delivered correctly to an address you supplied incorrectly.
If you spot a mistake, email contact@miralivia.com immediately with your order number. If the order has not yet been prepared we can usually correct it. Once it is with the carrier, we cannot.
Where a parcel is returned to us because the address was incomplete or incorrect, or because it was not collected from a pickup point in time, the terms in our Refund policy on undeliverable parcels apply.
9. Failed delivery and collection
If nobody is available, most carriers leave the parcel in a safe place, with a neighbour, or at a nearby pickup point, and post a card. Parcels held at a pickup point are usually returned to sender after 10 to 15 days. It is your responsibility to collect within the carrier's window.
10. Lost parcels
If tracking has not updated for 15 business days, or the carrier confirms the parcel is lost, write to us. We will open an investigation with the carrier, which typically takes 5 to 15 business days to conclude. Once the loss is confirmed, we replace the order or refund it in full — your choice.
Where tracking shows a parcel as delivered but you have not received it, please first check with the people you live with, your building's mail room and any nearby safe places, then contact the carrier with the tracking number. If it still cannot be found, write to us within 7 days of the recorded delivery date and we will help you pursue it.
11. Parcels damaged in transit
If your parcel arrives visibly damaged, photograph it before opening it where you can, and email us within 48 hours of delivery with your order number and the photographs. Keep the packaging until we have replied — the carrier may require it. See our Refund policy for how damaged items are resolved.
12. Taxes and duties
Prices are shown in Canadian dollars. Applicable sales taxes are calculated and displayed at checkout before you pay. For deliveries within Canada there are no additional customs duties or import charges payable by you on delivery. If a carrier ever asks you for a payment on delivery of a MIRALIVIA order, do not pay it — contact us first.
13. Delays outside our control
We are not liable for delays caused by events beyond our reasonable control, including weather, natural events, customs or border inspections, carrier disruption or industrial action, public-health measures, and incorrect or incomplete delivery information. Where such a delay occurs, we will keep you informed and do what we reasonably can to resolve it.
14. Changes to this policy
We may update this policy from time to time. The version in force is the one published on this page when you place your order.
15. Contact
Questions about a delivery: contact@miralivia.com, with your order number. A person replies, usually within 24 hours, Monday to Friday.