Shipping policy
MAD • MAYKER ships within Canada only. We do not ship to the United States or to any other international destination. We are unable to ship to PO boxes.
Order Terms and Conditions
By checking the Terms & Conditions box in your cart, you acknowledge and agree to the following, including the other policies linked within. Sections of this document limit MAD • MAYKER's liability and place limits on refunds and replacements — please read all sections carefully before ordering.
All sales are final. Orders cannot be cancelled, returned, exchanged, refunded, or price-adjusted once placed, except as expressly provided for orders confirmed to have been damaged or lost in transit, or confirmed to be defective. See our Return & Refund Policy for full details.
No price adjustments. Orders are charged at the price and with the discounts in effect at the time the order is placed. If an item is later offered at a lower price, or a sale or promotion later begins or deepens, prior orders are not eligible for an adjustment, credit, or partial refund. Discount codes must be applied at checkout and cannot be applied retroactively.
Payment
We accept payment by Interac e-Transfer only. We do not accept credit cards, debit cards, Shop Pay, PayPal, Sezzle or other "buy now, pay later" services, or any other payment method.
Address Accuracy and Delivery
You are solely responsible for the accuracy of the shipping address entered at checkout. We are not responsible for address-entry errors however caused, including browser auto-complete issues, typos, and incorrectly saved information in third-party payment accounts. While we will make every effort to assist with an error, address corrections are not guaranteed by carriers, and packages delivered to an address that was incorrectly entered at checkout are not eligible for replacement or coverage.
As we may require a signature on our shipments, you must ship to an address where you are able to accept delivery. If a package is returned to us as undeliverable (including because it was unclaimed, the address was incomplete or incorrect, or a required signature was not provided), you may request that the order be re-shipped at your cost; if you do not wish to pay for re-shipping, the order is forfeited and no refund will be issued.
PO Boxes
We are unable to ship to PO boxes, as most couriers cannot deliver to them. If a PO box is entered at checkout, we will contact you for an alternate, non-PO-box address. If you are unable to provide one, the order is subject to our Return & Refund Policy (all sales final).
Promotional Shipping Rates
Any promotional or reduced shipping rates, when offered, apply to most addresses in Canada but may exclude, at our sole discretion, particular regions, remote addresses, or addresses without regular courier service.
Carrier Substitution
We may, in select circumstances and at our sole discretion, ship with a carrier other than the one selected at checkout — for example, where a faster option becomes available at the same cost. In these cases we will ensure the alternate carrier provides an equivalent or better transit timeframe. Use of a different carrier than the one selected is not grounds for a refund or credit.
Refused Packages
Refusing a package at delivery does not entitle you to a refund or credit — all sales are final. When a package is refused, the carrier charges additional return shipping fees, for which you are responsible, and the merchandise is forfeited. Do not refuse damaged packages — see "In-Transit Damage and Loss" below; refusing a damaged package voids your eligibility for any replacement.
Backorder, Pre-Order, and Lengthened-Shipping Items
If a product is offered on a backorder, lengthened-shipping, or pre-order basis, any date shown on the product or cart page is an estimate of when the product is expected to be available to ship — it is not a guarantee and is subject to change. Full payment by Interac e-Transfer is required at the time of order before the order is accepted. Orders for such products are final and are not cancellable or refundable.
Freezing Risk — Jesmonite Liquids and Pigments
It is best not to freeze Jesmonite liquids and pigments. Where seasonally appropriate, we may include a 72-hour shipping warmer in liquid shipments when possible; however, we strongly recommend you select a shipping method with a transit time of 2 days or less to your location during colder months, keeping in mind that couriers typically do not move packages on weekends and holidays. It is your responsibility to follow tracking closely and to immediately bring in any package a courier leaves outside if the weather at your location is outside the products' storage parameters. Allow your shipment to come to room temperature for 24 hours before use. Most packages ship from Toronto, Canada. By ordering when the weather may be cold along the shipping route, you accept all risk associated with freezing. MAD • MAYKER is not responsible if a shipment is damaged due to freezing. Damage due to freezing is not covered for Standard/Ground shipments, as carriers do not guarantee transit time — for greater clarity, if you select Standard shipping at checkout, you accept all risk of product damage due to freezing and there is no entitlement to a refund or free replacement.
Processing and Transit Times
We aim to process orders as soon as possible. Processing time (the time between when you place your order and when it leaves our warehouse) can vary between 1–14 business days unless otherwise stated at checkout. Processing time is in addition to in-transit time for your selected shipping method, and begins once full payment has been received. In-transit times are estimates, not guarantees. During the winter months, we ship most orders Monday–Wednesday.
In-Transit Damage and Loss — IMPORTANT
Please read this section carefully. Failure to follow these procedures may void the shipping insurance we purchase on your behalf, and MAD • MAYKER is not responsible if insurance is voided due to a failure to follow them.
A carrier "delivered" scan is conclusive. We do not cover theft, "porch piracy," or non-receipt of any package that shows a carrier delivery scan. If you are concerned about package security at your address, choose a shipping method and address that allow you to accept delivery directly.
- Retain all packaging, including shipping labels and outer cartons, until you have confirmed your entire order has been received in good order. Shipping insurance is void if any packaging or shipping label is discarded or destroyed.
- Inspect on receipt. Upon receiving your order, immediately and carefully check the contents to confirm you received everything you ordered.
- If a package arrives damaged: accept the package, indicate to the courier that it was damaged on receipt, do not discard the packaging or destroy the label, and immediately contact us at with photos of the package as received (before opening) and photos of the condition of all contents.
- Do not refuse damaged packages. Refused packages incur return shipping fees for which you are responsible, and refusing a package waives your eligibility for a replacement.
- Lost in transit: a package is considered lost only where the carrier tracking shows no delivery scan and a full 10 business days have elapsed since the last carrier scan (15 business days during the holiday period December 15 – January 15 annually). Contact us promptly if your tracking stalls.
- Reporting deadlines: report any problem with a delivered order no later than 5 business days of delivery. For a package that never shows a delivery scan, you must report the non-delivery no later than 15 business days after the last carrier tracking update.
- Issues arising from inaccuracies or mistakes in address entry are not covered by shipping insurance and are your responsibility.
MAD • MAYKER is not and shall not be held liable if a third-party insurance claim is denied. Should an insurance claim be denied by a provider for any reason whatsoever, you agree that MAD • MAYKER is released from any and all liability and no further claim shall be made against MAD • MAYKER.
Product Shelf Life
Jesmonite products have recommended shelf lives. All products are manufactured in the United Kingdom, shipped to North America, and packaged by MAD • MAYKER, so manufacturing dates vary. We work to keep this process as fast as possible to maximize shelf life on delivery, but given the nature of the Jesmonite supply chain we cannot guarantee a specific shelf life on delivery. In the unlikely event you receive a product with a shelf life of fewer than 60 days calculated from the end of the month listed on the label, please contact us.
Warehouse Pickup
Warehouse pickup orders must be picked up within 30 calendar days of being marked ready for collection. If you need more time, contact us before the deadline. Orders not picked up within this period may be cancelled at our discretion and, if cancelled, are subject to our Return & Refund Policy (all sales final).
Raw Material Resale Restriction
You may not repackage, resell, or list for sale on any platform any raw Jesmonite powder, liquid, or pigment purchased from us.
Contact
You must report any problem with a delivered order — including a missing item from a delivered order, a damaged item, a defective item, or an incorrect item — no later than 5 business days of delivery, by emailing . Reporting deadlines for non-delivered packages are set out above. Do not discard any packaging until you have confirmed your order. Distributor and/or wholesale orders are firm once placed and may not be returned, cancelled, or refunded. If you have questions or need clarity, reach out to our sales support team at or via the online chat widget in the bottom right-hand corner.
