ORDER POLICIES
Order Status
Maraca is not bound by an order until it is received and accepted by Maraca and Maraca must receive payment before an order will be accepted.
Maraca will keep you informed of your order status via e-mail. All tracking information will be emailed to the email address provided once your order has shipped or you can check your order status by logging on to your account on our website.
Back-Orders
Maraca attempts to maintain adequate inventory levels of all stock items at all times so that no orders go into back order. However, occasional inventory discrepancies may occur including as result of simultaneous high volume orders. If Maraca is not able to fulfill your order because an item(s) is on back order Maraca will notify you within 24 hours of receipt of your order by email or phone.
Maraca will never purposely charge a customer for an item that we do not physically have in stock at the time of purchase. If you are erroneously charged for an out-of-stock item, we will refund your credit card for the item, along with any applicable tax fees and shipping charges.
Change Orders
There are no changes allowed for customized, personalized or special ordered items.
You may request a change to your order provided the order has not already been processed and shipped or charged to your account.
Please have your Order Number available and call (905) 897-5099 or 1-866- 866-4447 during Maraca’s hours of operation to request a change. We strongly discourage sending change order requests via email because it is unlikely we will receive the message in time to make an adjustment due to the sheer volume of emails we receive each day.
Order Cancellation
There are no cancellations allowed for customized, personalized or special ordered items.
You may request that an order be cancelled provided the order has not already been processed and shipped or charged to your account.
Please have your Order Number available and call (905) 897-5099 or 1-866- 866-4447 during Maraca’s hours of operation to request a change. We strongly discourage sending order cancellation requests via email because it is unlikely we will receive the message in time to void the order due to the sheer volume of emails we receive each day.
Shipping
Orders for stock goods will be shipped within 3 business days after receipt of your order. Customized and/or special orders will take longer to prepare (usually 5 to 8 business days) and shipping details will be provided by your customer service rep at the time of ordering.
All shipments will be shipped using regularly scheduled ground courier/postal service. Within Canada, orders are typically delivered in 3 to 7 business days depending on the delivery location. If you require special or expedited (rush) delivery services, additional charges may apply, please discuss with your customer service rep prior to ordering.
Unless otherwise indicated shipping charges are based on the size of shipment (size, weight and/or number of pieces) and delivery location and will be added along with applicable taxes to the order total at the time of processing.
Orders may be picked up from our Mississauga Office Monday to Friday between 9:00am and 4:00pm local time.
Unless otherwise indicated, on international orders, any duties and/or taxes required at country of delivery are to be borne by the recipient.
Payment
Payment for product(s) ordered and all applicable shipping charges and taxes is due prior to shipment.
Unless otherwise prearranged and confirmed in writing with Maraca, payments must be made by credit card (Visa, MasterCard, American Express).
Return Policy
There are no returns on customized, personalized or special ordered items.
All returns must have a “Return Authorization Number” to receive a “Return Authorization Number”. Please contact your customer service rep at (905) 897-5099.
Authorized Returns will be accepted if the outside of the box and/or shipping documents include the Return Authorization Number and may be dropped off at Maraca’s Office or must be sent by prepaid post or courier - Maraca will not accept collect courier shipments.
There will be a 25% restocking charge on all returns with the exception of damaged or defective goods or returns as a result of errors in picking and/or shipping