Shipping Policy

It is very important you enter the correct delivery address when placing your order. If you place your order and realize the delivery address is incorrect, please notify the E-Commerce (EC) team as soon as possible through our contact form or by emailing the team directly through online@muji.ca. Once orders are shipped out, we are not liable for how our couriers choose to deliver.

Packages returned to MUJI Canada due to incorrect or incomplete addresses provided by the receiver will be charged the original shipping fee to re-send via a custom invoice provided by the EC team. Orders with Free Shipping will be re-charged the live rate and a handling fee. Any Address corrections by the receiver will be charged $16 on their credit cards used for service as per courier charges.

Customers will be contacted if our system is unable to validate your shipping address when creating shipment labels. Please refer to Canada Post’s postal code lookup and mailing address format for tips on adjusting your delivery address to a standardized format.

Once orders leave our locations, we are not liable for how couriers choose to deliver. Couriers may attempt to deliver or forego delivery if packages cannot be safely and securely delivered to your address.  

Please try to have someone available at the delivery address on the date of delivery and keep your phone available in case you receive a phone call to schedule your delivery. For addresses with unit numbers, please leave a buzzer code if available when placing your online order.

Sometimes couriers will leave packages at their local post offices or pickup points for pickup for up to 5 business days. Customers/intended receivers should receive a notice card indicating where they can pick up their package. If this is not received on the day the package was supposed to be delivered, it should be delivered within the next few business days.

If packages are not picked up by the intended receiver within the allotted time given, couriers will return the packages to our locations. A re-attempt for delivery from our locations will be subject to a re-delivery charge of the original shipping fee. Customers can call the courier to try to re-attempt delivery, but please note that this is not guaranteed, and additional fees may apply.

Due to the ongoing COVID-19 pandemic and weather conditions, please expect delays with our couriers for shipment transportation and delivery. Canada Post lists their service disruptions here. Purolator’s service alerts can be found here.

We are not liable for any delivery delays our couriers may experience and we cannot ask our delivery partners to expedite delivery after packages have been shipped. However, if your package has not been delivered within 10 business days of being shipped out, and your tracking information does not clearly indicate its current location or advise you of any delays, please notify the EC team and contact the courier as soon as possible so we can assist in the location and timely delivery of your package.

Customers are responsible to track the transportation and delivery of their orders using the tracking information sent to them via email. If the tracking information indicates the package was successfully delivered, customers are responsible to check for their delivery in a timely period.

If the package(s) cannot be found, please check around your building, neighbours, security, concierge, or building manager. Packages may be left in a community mailbox. Please check for a key in this case. Check for a notice card in case the courier left the package at a local pickup point. If there is no key or notice card, and no one else received this package on your behalf, please wait one business day in case the delivery of the key or notice card is delayed.

If there is still no key or notice card given after 1 business day, and no one has indicated they received the package(s) on your behalf, please contact the EC team. We will open a service ticket on your behalf to locate this lost package with the courier. Customers will be contacted by the courier to confirm receipt of the package. Your cooperation is integral to ensure a successful and complete investigation.

After the courier has confirmed with our team regarding the location of the package, our team will provide further steps with a resolution. This process may take up to 2 weeks. We apologize in advance for any inconvenience this causes you, and thank you sincerely for your patience.

Customers are responsible to contact the EC team through the contact form or by emailing us directly at online@muji.ca within 7 days of receiving their order in order to be eligible for any refunds or replacement of the damaged/defective items. Please provide us with the following information:

• Full Name:
• Contact Information (Phone number, Email):
• Order #:
• Clear photo of your invoice (for verification purposes):
• Clear photos of product tags (for verification purposes):
• Damaged/Defective Products (product name, variation, SKU, quantity):
• Clear photos of damages/defects per product (include a closeup and a distanced photo):
• Clear photos of packaging:
• For damaged storage items, was the box reinforced and padded well?
• If you believe the product is defective, please provide your reasoning.

Our team will assist in determining the best solution for your needs. You can review our Return Policy for more details.

Purolator FAQ

Canada Post Support

Canpar FAQ