Thank you for choosing Most Wanted. We strive to provide you with a seamless shopping experience, including prompt and reliable shipping services. However, it is important for you to understand our shipping policy, specifically regarding lost packages.
1. Shipping Responsibility
Once your order has been successfully processed and shipped, the responsibility for the package is transferred to the shipping carrier (e.g., Canada Post). Most Wanted is not responsible for any lost, stolen, or damaged packages during transit. We strongly recommend reviewing the carrier’s terms and conditions to familiarize yourself with their policies. Any import duties, tariffs, or taxes are the sole responsibility of the purchaser and will not be reimbursed by Most Wanted. We encourage customers to familiarize themselves with any applicable charges before placing an order. If a package is declined due to these fees, a refund will be processed once the package is returned and inspected by Most Wanted. Any applicable fees, including duties, taxes, tariffs, or additional shipping costs, will be deducted from the refund amount.
2. Tracking Information
Upon shipment, a tracking number may be provided to you via email. It is your responsibility to monitor the progress of your package using the provided tracking information. Please note that tracking updates may have a slight delay, especially during peak shipping seasons or unforeseen circumstances.
3. Address Accuracy
To ensure successful delivery, please double-check and provide accurate shipping information during the checkout process. Most Wanted will not be held responsible for any undelivered packages due to incorrect or incomplete addresses provided by the customer.
4. Delivery Attempts
The shipping carrier will make multiple attempts to deliver your package to the provided address. If you are unavailable during the delivery attempts, it is your responsibility to contact the shipping carrier directly or follow their instructions to reschedule delivery or arrange for pick-up at their local facility. If an item is returned to us, you will be responsible for additional shipping charges, taxes, duties or other fees should we need to send it to you again.
5. Lost Packages
In the unfortunate event that your package is lost during transit, Most Wanted will assist you in contacting the shipping carrier to initiate an investigation. However, please note that Most Wanted is not liable for any lost packages and cannot guarantee a resolution or replacement. Any claims or disputes regarding lost packages must be directed to the shipping carrier.
6. Damaged Product
If your product arrives damaged, please contact us with your order number and a description of the damage as soon as possible, including clear photos of the packaging and item. Please note that superficial wear on a pre-owned item’s packaging is disclosed in our Sales Policy and does not count as shipping damage.
7. Processing time vs. Shipping time
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. This may be extended during peak holiday seasons. Orders are shipped from the Most Wanted store that stocks your items (Charlottetown, Summerside, Dartmouth, Bridgewater, Truro, or New Glasgow); an order drawing from more than one store may arrive in more than one package.
8. Shipping Rates
Shipping within Canada is a flat rate set by the type of item, so a ring and a guitar do not ship for the same price. Your order pays one shipping charge, taken from the item in it with the highest rate, and larger or heavier items carry a higher rate. The exact charge for your order is always shown at checkout before you pay. Orders ship with a tracked carrier service, and jewellery ships tracked and insured. We currently ship within Canada only.
9. Orders over $500
Orders totalling more than $500 ship with signature on delivery. Someone at the address must sign for the package. If nobody is available, the carrier will leave a card and hold the package for pickup at their local facility. We cannot waive the signature requirement or authorize a package to be left unattended.
10. Store pickup
Orders held for pickup are released only to the person who placed the order, or to someone they name in writing before collection. We ask for one piece of government-issued photo ID and your order number at the counter, so please bring both. Orders are held for 30 days from the date we email you that the order is ready. After 30 days we will contact you to arrange collection or a refund. Responsibility for the item passes to you once it is collected.
11. Pickup Only items
Some listings are marked “Pickup Only” at a specific store. You can buy a Pickup Only item online in the usual way, but it cannot be shipped: collection at that store is the only delivery method offered at checkout. Everything in the Store pickup section above applies.
12. How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 2 business days for the tracking information to become available. If you haven’t received your order within 30 business days of receiving your shipping confirmation email, please contact us with your name and order number, and we will look into it for you.
13. Refunds, returns, and exchanges
You can check out our refund policy on the Refund Policy page. If you have any further questions, please contact us.