At Mitoteland, we put a lot of cariño into picking, packing, and delivering your goodies. Every order is handled with care from our Oakville, Ontario location, and we want you to feel confident and happy with every box you receive.

This policy explains how refunds and returns work when shopping with us — always fair, always transparent, and always with you in mind.

If something arrives damaged, spoiled, or incorrect

Your order should arrive safe, sealed, and ready to enjoy.
If anything arrives:
↠ Damaged
↠ Spoiled or leaking
↠ Incorrect
↠ Missing

Please contact us within 24 hours of delivery.

To help us help you faster, include:
↠ Your order number
↠ Clear photos of the item + packaging
↠ A short description of what happened

If approved, we may offer:
↠ A refund,
↠ A replacement, or
↠ Store credit, depending on the situation.

We may request additional photos or, in some cases, ask that damaged items be disposed of before processing the claim.

Perishable bakery items (bread, pastries, mantecadas, tartinas, etc.)

Because these items have a very short shelf life, they are not eligible for standard returns once delivered.

However, if your bakery item arrives:
↠ Spoiled,
↠ Damaged, or
↠ Clearly past its printed expiry date,
we will take care of you — just report it within 24 hours with photos.

Claims made after this window are unlikely to be accepted due to the nature of perishable goods.

Returns for non-perishable products

Items like candies, chips, sauces, jarred goods, and canned items may be eligible for return if they are:
↠ Unopened
↠ Unused
↠ Sealed
↠ In original, resalable condition

Returns must be requested within 8 days of delivery.

Opened, partially consumed, or repackaged items cannot be returned unless they arrived spoiled or damaged.

Clearance + Short-Date Promo items

Some products may be sold at a discount because they are:
↠ Close to their “best before” date, or
↠ Slightly past it but still sealed, safe, and good quality

In Canada, “best before” refers to freshness, not safety — which means many packaged foods remain perfectly fine when stored correctly.

These items are:
↠ Clearly marked
↠ Discounted
↠ Inspected
↠ Final sale

Returns or refunds cannot be issued for date concerns alone.

A refund or store credit may be considered only if the product arrives spoiled or unsafe and is reported within 24 hours with photos.

How to request a return or refund

Contact us at:
📧 Email: heyfamilia@mitoteland.com
💬 WhatsApp: 905 466 7287

Please include:
↠ Your order number
↠ The product name
↠ Photos (if applicable)
↠ A brief explanation of the issue

Important: Do not return items without authorization. Unauthorized returns may be refused or returned to sender.

Refund processing time

Once your claim is approved — or once an authorized return is received and inspected — refunds are processed within 7–14 business days.

Your bank or card provider may need extra time to post the credit.

Who pays for return shipping?

We cover return shipping if:

↠ We sent the wrong item
↠ The item arrived damaged or spoiled

You cover return shipping if:

↠ You changed your mind
↠ You ordered the wrong item
↠ The return is not due to our error

Shipping fees are non-refundable.

Quality checks you can trust

We thoroughly inspect all products — especially bakery items and clearance deals — to ensure they are safe, sealed, and in acceptable condition before they ever reach your hands.

Please check your items upon delivery and let us know right away if something isn’t right. We’re always here to help.

Your agreement with us

By placing an order with Mitoteland, you agree to the terms of this Refunds & Returns Policy.

We may update this policy from time to time to better serve our Mitote Family.

Pickup is available from our Oakville hub near Dundas St W & Neyagawa Blvd.

When Your Order is Ready

You will receive a pickup confirmation email with:
↠ Full pickup address
↠ Instructions
↠ Contact details
↠ Any special notes

Pickup Requirements

↠ Please bring photo ID
↠ Bring your pickup confirmation email (digital or printed)

Pickup Hours

Mon–Fri: 10am–4pm & 6pm–9pm
Sat: 9am–12pm

Closed Sundays & holidays unless otherwise noted

Pickup Preparation Time

Most pickup orders are ready within 1 business day.

Unclaimed Orders

Orders not picked up within 10 days may be cancelled and refunded (excluding perishable items, which cannot be refunded).

Local delivery is available to selected GTA regions through Mitoteland’s internal delivery zones.

Minimum Order Requirement

A minimum order of $50 CAD (before taxes and delivery fees) is required to qualify for local delivery.

Delivery Fees

Delivery fees are automatically calculated at checkout based on your postal code and Zone.

Mitoteland Delivery Zones

Zone A — $8 Flat Rate

Estimated Delivery: 1–2 business days
Postal Codes Served:
↠ Oakville: L6H, L6J, L6K, L6L, L6M
↠ West Mississauga: L5N, L5M, L5K, L5J, L5L
↠ Burlington: L7L, L7M, L7N, L7P, L7R, L7S, L7T

Zone B — $12 Flat Rate

Estimated Delivery: 2–3 business days
Postal Codes Served:
↠ Georgetown: L7G
↠ Milton: L9E, L9T

Zone C — $18 Flat Rate

Estimated Delivery: 3–4 business days
Postal Codes Served:
↠ Hamilton: L8E, L8G, L8H, L8J, L8K, L8L, L8M, L8N, L8P, L8R, L8S, L8T, L8V, L8W, L9A, L9B, L9C, L9G, L9H, L9K

Delivery Timing & Attempts

↠ Deliveries are made Monday to Friday, excluding holidays.

↠ If the delivery driver cannot safely access the location or no one is available to receive the order (for multi-unit addresses), a second attempt may be scheduled.
In some cases, the order may be left in a safe drop-off area at the driver’s discretion (weather permitting).

Incorrect Addresses

If an order cannot be delivered due to an incorrect or incomplete address:
↠ A redelivery fee may apply
↠ Or the order may be cancelled and refunded (minus delivery fee)

Outside Our Delivery Zones?

You can still place an order — choose:
Local Pickup (free), or Canada-wide Shipping at checkout

We ship from our Oakville hub to customers across Canada.

Shipping Rates

Rates are calculated automatically at checkout based on:
↠ Destination address
↠ Package weight & size
↠ Selected carrier service

Carriers & Services Offered

Canada Post
↠ Regular Parcel
↠ Expedited Parcel
↠ Xpresspost
↠ Priority

UPS
↠ Standard
↠ Expedited
↠ Express Saver
↠ Express
↠ Express Early

Purolator
↠ Ground
↠ Express

The available options will appear at checkout based on your location.

Order Processing Times

Orders are typically processed within 1–3 business days.

↠ Processing time is separate from shipping transit time.
↠ During high-volume seasons, processing may take longer.

Tracking & Delivery Updates

↠ Once your order ships, you’ll receive an email with your tracking number.
↠ All tracking updates and delivery notifications are managed directly by the carrier.

Mitoteland does not have control over carrier delays due to:
↠ Weather
↠ High-volume seasons
↠ Strikes
↠ Operational disruptions

Lost, Delayed, or Stolen Packages

Lost or Missing Packages

If your package appears lost:
↠ Contact us and we’ll help you file a claim
↠ We will assist in communicating with the carrier
↠ Resolution timelines depend on the carrier’s investigation

Orders Marked as Delivered but Not Received

Carriers may mark packages delivered up to 24 hours before they arrive. Please:

1. Check with neighbours or building management
   
2. Confirm delivery to the correct unit
   
3. Wait 24 hours

If still missing, reach out and we’ll help open a claim.

Mitoteland cannot refund or replace orders marked as Delivered by the carrier.

Stolen Packages

We are not responsible for stolen packages.
We can guide you through the carrier claim process.

Shipping Errors & Address Issues

Incorrect Address Provided

Customers are responsible for providing accurate delivery information.

If the order ships to the wrong address due to customer error:
↠ Refunds are not guaranteed
↠ Reshipping is the customer’s responsibility
↠ Additional shipping fees will apply

Carrier Returns to Sender

If an order is returned to us due to:
↠ Incorrect address
↠ Failed delivery attempts
↠ Refusal of the package

We will notify you.
Reshipping fees will apply.

Shipping Fees

↠ Shipping fees are non-refundable once an order has been shipped.
↠ Delivery fees are non-refundable once a local delivery attempt has been made.

Packaging & Handling

We package all orders with care to ensure products arrive safely.
Perishable items may be insulated or protected depending on weather conditions.

All payments are securely processed through Shopify Payments, PayPal, or other trusted providers.
Mitoteland does not store your credit card details and cannot access your payment information.

We accept secure payments through:
↠ Credit and debit cards
↠ Apple Pay
↠ Google Pay
↠ Shop Pay
↠ PayPal (if enabled)
↠ Gift cards (if applicable)

All prices are in CAD unless otherwise noted.

All transactions are encrypted and secure.

How It Works

↠ Gift cards are delivered by email to the purchaser or directly to the recipient.
↠ Each email includes a unique code and easy redemption instructions.
↠ Add a gift box or message on a greeting card to your order (subject to gift box and greeting cards availability).

Gift Card Terms

↠ Gift cards are final sale and non-refundable.
↠ Treat them like cash — lost or stolen cards cannot be replaced.
↠ No expiry date.
↠ Valid only on mitoteland.ca.
↠ Can be used on any product, including sale items, unless a promotion states otherwise.
↠ Can be combined with discounts, offers & promotions unless otherwise stated.
↠ If your purchase exceeds the gift card balance, you may pay the difference with any accepted payment method.
↠ Balances do not earn interest and cannot be redeemed for cash (except where required by law).

Your privacy matters deeply to us. We only collect the information necessary to process your order and provide a smooth experience.

What We Collect

When you shop with us, sign up for updates, or contact us, we may collect:
↠ Contact information (name, email, billing and shipping addresses)
↠ Payment details (securely processed through Shopify Payments or other trusted providers; we never see full card numbers)
↠ Order history
↠ Optional account information
↠ Anonymous analytics to improve our site

This information helps us process your orders, stay in touch, and improve customer experience.

How We Use Your Information

We only use your information:
↠ To fulfill and ship your order via Shopify
↠ To provide customer support
↠ To keep your account and preferences updated
↠ To improve your experience on our website
↠ To send updates, newsletters, or promotions (only if you’ve opted in)

Cookies

We use cookies to make your visit smoother, understand site usage, and personalize your experience.
You can adjust your browser settings if you wish to limit or disable cookies.

Data Security

We take reasonable measures to protect your information from unauthorized access, disclosure, or misuse.
While no system can guarantee complete security, we are committed to keeping your data safe.

Your Rights

You can always:
↠ Access the personal information we hold about you
↠ Correct or update your information
↠ Request deletion of your data

Your Information Stays Safe

We never sell, trade, rent or share your information with third parties except trusted partners required to process your order (ex: shipping carriers, payment processors). Your privacy is always respected.

By using our store, you agree to:

↠ Provide accurate shipping and billing information
↠ Not misuse our website or attempt unauthorized access
↠ Not redistribute or reproduce digital content without permission
↠ Respect our intellectual property (branding, text, images, designs)

Orders may be refused or cancelled if flagged for suspicious or fraudulent activity.

To keep everything crystal clear:

↠ We do our best to ensure accuracy, but occasional typos or minor errors may occur
↠ Colours can vary depending on screen settings
↠ Carrier delays (weather, holidays, strikes) are outside our control
↠ We are not liable for damages or losses caused by misuse of products

For questions, help, or anything Mitote-related:

📧 Email: heyfamilia@mitoteland.com
💬 WhatsApp: 905 466 7287