Shipping Policy
Last updated: July 29, 2026
This Shipping Policy explains how Mooi Equine Balm processes and ships website orders. It forms part of our Terms and Conditions.
1. Where We Ship
We currently ship to: CANADA ONLY. Available destinations and services are shown at checkout. We may be unable to ship to certain remote areas, post office boxes, restricted destinations, or locations not served by an available carrier.
2. Processing Time
Orders are normally prepared within 3 business days after payment is confirmed, excluding weekends and statutory holidays. Processing time is separate from carrier transit time. During launches, promotions, holidays, severe weather, or unusually high order volume, processing may take longer. If a significant delay affects your order, we will try to contact you using the information provided at checkout.
3. Carrier-Calculated Rates
Shipping options and charges are calculated at checkout using carrier rates available through Shippo, Clickship and/or Wix. Rates may depend on the delivery address, package dimensions, package weight, selected service, carrier surcharges, and other carrier factors. The shipping amount displayed and accepted at checkout is the amount charged for that order, except where there is an obvious calculation or address error that prevents fulfilment; in that event, we will contact you before shipment.
Any free-shipping offer, flat rate, discount, or shipping promotion is subject to its stated conditions and destination restrictions.
4. Delivery Estimates
Delivery dates or transit times displayed at checkout, in an order email, or on a tracking page are estimates supplied by the carrier. They begin after the carrier receives the parcel, not when the order is placed. Unless a service is expressly identified as guaranteed, estimated dates are not guarantees.
Carrier delays may result from weather, peak volume, labour disruptions, customs, remote delivery, incorrect addresses, security events, or other circumstances outside our reasonable control. We will provide reasonable assistance with eligible carrier inquiries or claims, but cannot promise a carrier’s outcome or delivery date.
5. Tracking
When tracking is available, a tracking number or link will be sent to the email address provided at checkout after a label is created or the order is fulfilled. Tracking may take time to update after the label is created. Please check spam or junk folders and contact us on our contact form if you have not received expected tracking information.
6. Correct Shipping Information
Customers are responsible for entering a complete and accurate delivery address and contact information. Contact us immediately if an address needs correction. We cannot guarantee a change after a label has been created or the parcel has been transferred to a carrier.
If a parcel is returned because of an incomplete or incorrect address, refusal, failure to collect, or another issue not caused by Mooi, we will contact you. Any reshipping charge or deduction from a refund will be disclosed and applied only where permitted by law. Original shipping charges may be non-refundable where the carrier service was performed, subject to applicable consumer rights.
7. Missing or Delayed Parcels
If tracking has not updated for 14 business days, or the estimated delivery date has passed by 7 business days, contact us with your order number. We may ask you to confirm the address, check safe-drop areas, ask household members or neighbours, and contact the local carrier depot.
We will help determine whether a carrier trace or claim is available. Carrier investigation and claim deadlines vary, so please contact us promptly. A “delivered” scan will be considered as part of the investigation but does not remove any rights or remedies you have under applicable law.
8. Damaged, Leaking, Incorrect, or Incomplete Orders
Please inspect your order promptly. Contact us within 2 days of delivery if an item arrives damaged, leaking, incorrect, or incomplete. Include your order number, a description of the issue, and clear photos of the product, interior packaging, exterior package, shipping label, and any visible damage. Keep all packaging until we confirm whether the carrier requires inspection.
We will assess the issue and provide the repair, replacement, refund, or other remedy required by our policy and applicable law. Do not use a product that appears contaminated, unsealed, materially damaged, or unsafe; contact us first.
9. Shipping Insurance and Carrier Claims
Some services include limited carrier liability or optional insurance; others may not. Coverage, exclusions, evidence requirements, and filing deadlines are set by the carrier or insurer. If Mooi purchased the label or coverage, we will normally submit an eligible claim and may require your cooperation and supporting documents. Carrier or insurer approval is not guaranteed.
10. Order Cancellations and Returns
To request cancellation, contact us as soon as possible. We can cancel an order only if fulfilment has not progressed too far. Once shipped, the order is subject to our Return/Refund Policy.
11. Return/Refund Policy
All sales are final for Mooi Equine Balm. If there are issues with damaged product via shipping contact us and we will sort the issue out on an individual basis.
12. Contact
Mooi Equine Balm
224101 Hwy 549 W
Millarville AB
T0L 1K0