Policies

SHIPPING

We ship worldwide via Canada Post, a world-class postal/courier service. International shipments are delivered by national postal services (i.e. USPS, Royal Mail) and the EMS courier service.

Once your order has been processed, you will receive an email receipt confirming your order. Correctly completed orders are usually processed and shipped within 24 hours. Orders placed on Saturday, Sunday or holidays will be processed and shipped within 24 hours of the following Monday or business day. Although we try our best to ensure packages are delivered in a timely manner, orders may be delayed by factors outside of our control. Muddy George is not responsible for any delays and/or damage caused in-transit by the postal service, courier, or customs agencies.

Once shipped, you will receive a tracking number via e-mail which you can use to track your order. If you do not receive a notification please check your spam or junk folder before contacting Muddy George.

Any customs or import duties are charged once the package reaches its destination country. These charges must be paid by the recipient of the package. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be (if any), as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Any orders that are refused due to customs charges, the customer takes full liability for all shipping charges, return shipment costs, customs charges and handling fees. We are not responsible for any additional charges the destination country imposes on you.

SHIPPING RATES & DELIVERY TIMES

In Store Pickup

"In Store Pickup" is available at no charge. Do not use this shipping option if any delivery is required. You can select this option on the ‘shipping method’ section of our checkout page.  The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction are required upon pick up to release the goods. No exceptions.

Destination + Rates (Based on subtotal)

Ontario $1-$99.99 $100-$199.99 $200 or more
Regular Parcel
(2 - 3 Business Days)
$9.00 $11.00 FREE
Xpresspost
(1 - 2 Business Days)
$11.00 $13.00 $15.00
Canada (except Ontario) $1-$99.99 $100-$199.99 $200 or more
Regular Parcel
(2 - 7 Business Days)
$11.00 $13.00 FREE
Xpresspost
(1 - 3 Business Days)
$13.00 $15.00 $20.00
Priority
(1 - 2 Business Days)
$25.00 $35.00 $45.00
USA $1-$99.99 $100-$249.99 $250 or more
Expedited Parcel
(4 - 7 Business Days)
$15.00 $20.00 FREE
Xpresspost *
(3 - 4 Business Days)
$25.00 $30.00 $40.00
Priority *
(1 - 2 Business Days)
$55.00 $60.00 $70.00
International $1-$99.99 $100-$299.99 $300 or more
International Air
(5 - 15 Business Days)
$30.00 $40.00 FREE
Xpresspost
(4 - 10 Business Days)
$40.00 $50.00 $65.00
Priority *
(2 - 3 Business Days)
$80.00 $90.00 $100.00

* Requires signature.

RETURNS & EXCHANGES

Returns or Exchanges may be done within 14 days from purchase date. We kindly ask that all valid returns must be in unworn condition with attached tags and packaging. Muddy George will not accept any returned merchandise without prior written communication. Returns must be authorized via email before shipping – we will provide a return authorization form to be included with the package. Upon inspection and approval, exchange or store credit will be provided (minus the initial shipping charge), no refunds. Store credit does not expire. All sale items, discounted, promotional and/or apothecary merchandise, including any discount/promo codes used are final sale and are ineligible to be returned or exchanged.

Muddy George does not accept or assume any responsibility for loss of or damage to returned goods whilst in transit from the customer. We therefore highly recommend that all return packages are sent with a trackable, insured service.

All charges incurred as a result of an exchange or return (ie. shipping, duties, and taxes) are the customer’s responsibility. In the case of an exchange the customer will be required to pay an additional re-shipping fee. NOTE: Please mark the package as “Goods Returned” as this will ensure that no import fees are assessed by customs. Any such fees accessed by customs will result in the package being refused upon delivery and returned to sender. In the case of an exchange, any assessed customs fess will result in you being required to pay an additional fee. In the case of a store credit, any accessed customs fees will be deducted from the value of the credit.

It is the customer’s responsibility to ensure the accuracy and correctness of the shipment, as well as the responsibility to oversee the product(s) are packaged and delivered intact, unworn and in original purchased condition (with all tags still attached). If any matters of liability arise, the matter will be dealt with and settled between Muddy George and the customer directly. 

After your return has been processed, as long as we have the exchange item(s) in stock you should receive them per our estimated delivery timelines. Please see our Delivery section for further details.

Return Shipping Address:

Muddy George
Attn: Returns RA#(your return number)
973 Bloor St. W
Toronto, ON
M6H 1L7
Canada

PAYMENT

We accept Visa, MasterCard, American Express or PayPal payments. **Please note: Registration with PayPal is NOT required** We do not accept payments over the phone or e-mail. 

Purchases made through the Muddy George online store are secured through PayPal, the most trusted internet payment processing company. All personal and credit card information transmitted are handled by PayPal’s secure connection. All personal contact information transmitted to us will not be shared, sold or solicited. If you have questions regarding these terms, please contact us.

Occasionally, we may require additional information to verify your identity. In this case we will contact you by email or by telephone. We reserve the right to cancel an order for any reason.

TAXES

All orders to be delivered outside of Canada are tax-free at the time of purchase.

Canadian provinces that are not listed below are charged 5% HST. Sales tax will be collected for the remaining Canadian provinces at the following rates:

  • New Brunswick: 13%
  • Newfoundland and Labrador: 13%
  • Nova Scotia: 15%
  • Ontario: 13%
  • Prince Edward Island: 14%
DUTIES

All orders to be delivered outside of Canada may be subject to duty and/or taxes levied by the importing country. By placing an order with Muddy George, you acknowledge that you understand this and that you are responsible for any such charges. Should you refuse to pay these charges, your order will be returned to Muddy George and your account will be credited according to our return policy above less any shipping and import fees associated with the return.

LOST OR DAMAGE ITEMS

You understand and agree that Muddy George is not liable for any direct or indirect damages done by any of the services we provide. All items are purchased at your own risk. Any damage caused from shipping is to be taken up by you with the shipping/courier company. Muddy George will provide you with the tracking number and contact information for the shipping company as needed. Once this information is provided to you, it is your responsibility as the customer to contact and deal with the shipping company. We do not assume any responsibility for lost packages.

RETURN TO SENDER (RTS) PACKAGES

In the event that an order is returned to us marked as ‘RTS’ (return to sender) the customer will be contacted immediately and a postage fee will be applied for the cost of re-shipping. If at the time the customer decides they no longer want to proceed with the order, the option for store credit or exchange (excluding the cost of shipping) will be offered. If the customer cannot be reached and there is no reply, the order will automatically be cancelled and refunded less the original shipping cost and any duties incurred by Muddy George while accepting the RTS package.

Muddy George is not responsible for unclaimed, refused, or lost packages shipped to the stated address given for the order.

SIZE & FITTING

Sizing and fit for items can vary between brands. If you are unsure of your size or how an item fits, email us at info@muddygeorge.com and we will gladly provide accurate measurements.

PRICING & EXCHANGE RATES

Please note that our prices do not include shipping charges and/or taxes. We reserve the right to adjust incorrect prices. Prices shown on the site are in Canadian Dollars. All Canadian orders are subject to provincial sales taxes as outlined in our taxes section above. While we work hard to keep prices displayed on muddygeorge.com accurate there may be errors from time to time. If there is an inaccuracy in order pricing, we will contact you via email before shipping to correct the error. We reserve the right to cancel an order for any reason, including price inaccuracies.

All transactions are made in Canadian dollars. All currency conversion information provided on this site is for informational purposes only. The exchange rate that is used when making a purchase is determined by PayPal or your credit card provider at the time of purchase.

Refunds are processed in Canadian dollars. Since exchange rates vary from day to day, refunds made to non-Canadian customers may differ slightly from the purchase amount. Any such variances may also be due to fees charged by credit card issuers and payment institutions. These factors are outside our control and we cannot be held responsible for such variances.

SECURITY & PRIVACY

Your online safety and the security of your personal information are of the utmost concern to us. We process all of our transactions via the PayPal online payment service - the most trusted name in online payments. Under no circumstances will Muddy George sell, rent, trade or disclose your personal information to any third parties. All information provided by you is for us to best serve you and will only be used internally.  Please view our privacy policy for more information.

QUESTIONS OR CONCERNS

Any questions or concerns regarding our policies, products, or services can be directed to info@muddygeorge.com and we will promptly return your e-mail. Alternatively, you may call the store during business hours at 647-748-9000.