Frequently Asked Questions
Below you will find answers to the questions we hear most often about Menazz, our products and the service we provide across Canada. Still stuck? Our customer service team is always glad to help.
1. Do you ship across Canada?
Yes. We ship within Canada only, to homes and businesses across the country. It is worth double-checking your delivery details at checkout, as that helps us avoid any hold-ups. We cannot deliver to PO Box addresses.
2. How long does delivery take?
We process orders within 2 to 3 business days, and delivery takes a further 4 to 9 business days on top of that, so roughly 6 to 12 business days in total. Orders placed before 6:00 PM (18:00) Eastern Time (ET) on a business day start processing that same day; orders placed after the cut off time, at a weekend or on a statutory holiday are processed from the next business day. These are estimates, and the exact timing can shift depending on your province and which carrier handles your parcel. Deliveries to remote and northern communities can take longer. Full details are in our Shipping Policy.
3. What does delivery cost, and are taxes included?
Delivery is free on every order. There is no minimum spend and there are no hidden charges. All prices are shown and charged in Canadian dollars (CAD) and include all applicable taxes, so the amount you see at checkout is the total you pay. There is nothing further to pay on delivery.
4. Can I return an item if I change my mind?
Yes. Request a return within 30 days of delivery, provided the item is unused, in its original condition and back in its original packaging. You will find the full details in our Refund Policy. Your rights under the consumer protection legislation of your province or territory apply in addition to this.
5. Who pays for return shipping?
If you change your mind, you pay the return postage. We pay the cost of return postage when an item is faulty, damaged in transit, not as described, or when we have sent you the wrong item.
6. How long do refunds take?
Once your return reaches us and is approved, we process your refund to the original payment method within 10 business days. Keep in mind your bank or payment provider may need a little longer before the money appears on your statement.
7. What should I do if my order arrives damaged?
Contact us as soon as possible after delivery with your order number and some clear photos of the damage. We will take a look and offer a fair solution. We do not charge you for return postage on a faulty, damaged or incorrect item.
8. Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro and UnionPay, as well as Shop Pay, Apple Pay and Google Pay. You will see the payment methods available to you at checkout, and every order is charged in Canadian dollars (CAD).
9. Is my payment information secure?
Yes. Every payment runs through trusted third-party providers over encrypted connections, and Menazz never keeps your full card details on its own servers. You can read more in our Payment Policy.
10. Where is my order right now?
Your tracking link is in the dispatch email we send when your parcel leaves us, and tracking can take up to 24 hours to become active. You can also look up your parcel at any time on our Track your order page, using your order number or tracking number.
11. How can I contact customer service?
You can reach us using the details below, or through our contact page.
Contact information
Store name: Menazz
Company name: Smidcom
Company address: van Nijenrodeweg 730, 1082 JE Amsterdam, The Netherlands
Warehouse address: 8240 Manitoba Street, Vancouver, British Columbia V5X 3A2, Canada
Company registration number: 42146595
VAT number: NL869921757B01
Phone: +1 (647) 366-0320
Email: info@menazz.com
Support hours: Monday to Friday, 09:00 to 17:00 (ET). Closed at weekends and on statutory holidays.
We aim to respond to your enquiries within 24 hours on business days.
If your question is not covered above, please get in touch. We are here to make your experience with Menazz simple, transparent and enjoyable.