Politique d’expédition

Order Processing

All orders are processed in the order they are received. Once your order has been placed, you will receive an order confirmation email. When your order ships, you will receive a separate shipping confirmation email containing your tracking information.

Pre-Orders

Please note that all current orders are pre-orders.

By placing a pre-order, you acknowledge and agree that your item is not currently in stock and will ship during the estimated shipping window displayed on the product page and at checkout.

Our current estimated shipping window is October 20–25, 2026. This shipping window is an estimate only and may change due to manufacturing, quality control, customs clearance, freight delays, carrier disruptions, or other circumstances beyond our reasonable control. If the estimated shipping date changes materially, we will notify you using the email address associated with your order.

By completing your purchase, you expressly acknowledge and accept this estimated shipping timeline.

Shipping Updates

We will keep customers informed throughout the production process. If there are any significant changes to the estimated shipping date, we will notify you by email.

Shipping Destinations

We currently ship to Canada and the United States. Shipping availability may change without prior notice.

Shipping Rates

Shipping charges are calculated at checkout based on your shipping destination and selected shipping method.

Applicable taxes, duties, customs fees, brokerage fees, or import charges are the responsibility of the customer unless otherwise stated.

Delivery Times

Once your order has shipped, delivery times depend on the shipping carrier and destination. Delivery estimates are provided for convenience only and are not guaranteed.

Mimu is not responsible for shipping delays caused by carriers, customs authorities, weather conditions, labor disruptions, or other events beyond our reasonable control.

Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. Please allow up to 24 hours for tracking information to become active.

Incorrect Shipping Information

Customers are solely responsible for providing complete and accurate shipping information.

Mimu is not responsible for delays, failed deliveries, additional shipping charges, or lost packages resulting from incorrect or incomplete shipping addresses provided by the customer.

Shipping Protection (Optional)

Customers may purchase Shipping Protection during checkout for an additional fee. Shipping Protection is an optional service provided by Mimu to help protect eligible orders against loss, theft, or damage occurring during transit or after delivery, subject to the terms below.

Shipping Protection is not insurance and is not provided by a licensed insurance company.

Coverage

Shipping Protection covers eligible orders for:

  • Loss of a package while in transit.
  • Damage to products occurring during transit.
  • Theft of a delivered package from the delivery location.

Coverage applies only to the products included in the protected order.

If an order is shipped in multiple packages, only the missing or damaged package is eligible for coverage.

Coverage is limited to one (1) replacement shipment per protected order.

Exclusions

Shipping Protection does not cover:

  • Orders shipped to an incorrect address provided by the customer.
  • Packages forwarded by freight forwarding companies or package forwarding services.
  • Delivery delays caused by the shipping carrier.
  • Refused deliveries.
  • Orders where tracking confirms successful delivery with a valid signature when Signature Confirmation was required.
  • Claims involving inaccurate or fraudulent information.
  • Cosmetic damage to shipping cartons that does not affect the products.
  • Losses occurring after the package has been successfully delivered and left unattended where theft cannot reasonably be substantiated.

Filing a Claim

Claims must be submitted by emailing info@trymimu.com from the same email address used to place the order.

Your email should include:

  • Your Order Number
  • A description of the issue
  • Photographs of the damaged product and packaging (if applicable)
  • Any supporting documentation requested by Mimu

Claims should be submitted:

  • Within 5 days of delivery for damaged items.
  • Within 15 days of the expected delivery date for packages believed to be lost.
  • As soon as reasonably possible after discovering a theft.

Failure to submit a claim within these timeframes may result in denial of coverage.

Theft Claims

For claims involving stolen packages, Mimu may request one or more of the following:

  • Security camera footage
  • A police report
  • Carrier confirmation of package theft
  • Additional documentation reasonably necessary to investigate the claim

Providing false or misleading information may result in denial of the claim.

Damaged Shipments

Customers must retain all original packaging and damaged products until the claim has been reviewed.

Failure to retain the packaging or provide requested photographs may result in denial of the claim due to insufficient evidence.

Investigation

Mimu reserves the right to investigate all claims and may request additional information before approving a replacement.

We may rely on information provided by the shipping carrier when determining claim eligibility.

Approved Claims

If a claim is approved, Mimu may, at its sole discretion:

  • Replace the affected products; or
  • Issue a refund for the value of the affected products.

Replacement shipments will only be sent to the original shipping address unless otherwise approved by Mimu.

Carrier Responsibility

Customers agree not to file duplicate claims with both the shipping carrier and Mimu for the same loss where doing so would result in double recovery.

Signature Confirmation

Mimu reserves the right to require Signature Confirmation for replacement shipments.

Orders delivered with Signature Confirmation and bearing a valid delivery signature are generally not eligible for theft claims.

Lost, Stolen, or Delayed Packages (Without Shipping Protection)

Once an order has been transferred to the shipping carrier, responsibility for delivery rests with the carrier.

Customers who do not purchase Shipping Protection acknowledge that Mimu is not responsible for packages that are lost, stolen, delayed, or damaged after being accepted by the carrier. However, we will make reasonable efforts to assist customers in working with the shipping carrier whenever possible.

Order Changes and Cancellations

Order changes or cancellations may only be requested before an order enters processing.

Once an order has been prepared for shipment or shipped, it cannot be modified or cancelled.

Governing Law

This Shipping Policy shall be governed by and interpreted in accordance with the laws of the Province of British Columbia and the applicable federal laws of Canada, without regard to conflict of law principles.

Any dispute arising under this Shipping Policy shall be subject to the exclusive jurisdiction of the courts located in Vancouver, British Columbia, Canada, unless applicable consumer protection laws provide otherwise.

Contact Us

If you have any questions regarding your order, shipping, or Shipping Protection, please contact us at:

Email: info@trymimu.com