Shipping policy
Who are your shipping partners within Canada?
We currently partner with Canada Post for all Canadian orders.
Do you ship internationally?
Yes we offer international shipping. Please select your preferred partner upon checkout; shipping times will be provided at checkout.
How long will it take for my order to arrive and how do I track it?
We process most orders within 1 business day, and delivery takes 3–5 days within Canada. Once your order ships, we'll send you an email with shipping confirmation and all tracking information.
Do you offer expedited shipping?
We currently offer expedited shipping in certain regions. Please consult the shipping options upon checkout to see if expedited shipping is available for your location.
My order arrived, but it's damaged!
We are so sorry to hear that! Please email us at hello@MSWstraps.com and let us know what went wrong so that we can get this sorted out right away!
Help! My package says it was delivered, but it's not here!
Don't panic! Sometimes orders can be prematurely marked as delivered or might have been dropped off at a front desk or mailroom. If you still haven't received your order by the end of the next business day, let us know.
What happens if I refuse to pay customs or duties?
If you decline to pay import fees or do not collect your package, it will be considered abandoned. We do not offer refunds on orders where delivery is refused due to unpaid customs, duties, or taxes. These charges are determined and collected by your l local government and are not controlled by MSW.
Do you ship to PO boxes or military addresses?
Some carriers may not deliver to PO boxes or military addresses. We recommend using a physical address whenever possible. If you’re unsure, contact us before placing your order.
What is the return policy for Canada orders?
Canada Returns
We gladly accept returns on all hats within 30 days of receiving your order as long as they are unworn, undamaged, with all original tags attached.
Please note the original shipping charge is non-refundable and all custom orders are final sale.
We do not accept exchanges on Canadian orders and ask you to return the order for a refund and place a new order on our website.
I want to start my return
To start your return process, please reach out to our contact form with the following information:
- Your order number
- Your Shipping Zip/Postal Code
- The product you would like to return
- Reason for return
If your return is approved, we will send you an email confirmation and a return shipping label for your to drop off at your nearest carrier location.
Will I get charged for return shipping?
Yes, you will be charged a $15 shipping and handling fee and it will be deducted from your refund.
Can I exchange my product?
We do not currently accept exchanges. However, you can return the order for a refund and place a new order on our website.
Are shipping, duties and taxes refundable on returned orders?
Unfortunately, any shipping & duties/taxes you pay are non-refundable at this time.
When will my return be processed?
Your refund will be processed once your return arrives and is processed at our warehouse.
Please note that all hats must be unworn, undamaged, with original tags attached to receive a refund.
Once approved you'll receive an email notification of the refund. From there it can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges and return handling fee.
Final Sale
Please note that some products are market as Final Sale and are not eligible for a return.
How do I send my items back?
If you need to make a return, please use the original packaging it arrived in. If you are unable to, please use a box which helps protect the delicate features of our hats.
We ask that you refrain from combining returns from multiple orders into a single package. If you placed multiple orders or received two separate return shipping labels, please send back the items in separate boxes. Please note that the shipping labels you are provided when you create your returns have been formulated based on the weight of the items you're returning. Using one label for items from multiple orders will likely result in additional postage payment due to the differences in the calculated weight.
What is the return policy for International orders?
International Returns
We gladly accept returns on all hats within 30 days of receiving your order as long as they are unworn, undamaged, with all original tags attached.
Please note the original shipping charge is non-refundable and all custom orders are final sale.
We do not accept exchanges on orders and ask you to return the order for a refund and place a new order on our website.
I want to start my return
To start your return process, please reach out to our contact form with the following information:
- Your order number
- Your Shipping Zip/Postal Code
- The product you would like to return
- Reason for return
If your return is approved, we will send you an email confirmation and a return shipping label for your to drop off at your nearest carrier location.
Will I get charged for return shipping?
Yes, you will be charged a $20 shipping and handling fee and it will be deducted from your refund.
Can I exchange my product?
We do not currently accept exchanges. However, you can return the order for a refund and place a new order on our website.
Are shipping, duties and taxes refundable on returned orders?
Unfortunately, any shipping & duties/taxes you pay are non-refundable at this time.
When will my return be processed?
Your refund will be processed once your return arrives and is processed at our warehouse.
Please note that all hats must be unworn, undamaged, with original tags attached to receive a refund.
Once approved you'll receive an email notification of the refund. From there it can take your card company up to a full billing cycle to have this reflected on your statement. The refund will be processed to the original method of payment, excluding original shipping charges and return handling fee.
Final Sale
Please note that some products are market as Final Sale and are not eligible for a return.
How do I send my items back?
If you need to make a return, please use the original packaging it arrived in. If you are unable to, please use a box which helps protect the delicate features of our hats.
We ask that you refrain from combining returns from multiple orders into a single package. If you placed multiple orders or received two separate return shipping labels, please send back the items in separate boxes. Please note that the shipping labels you are provided when you create your returns have been formulated based on the weight of the items you're returning. Using one label for items from multiple orders will likely result in additional postage payment due to the differences in the calculated weight.