Frequently Asked Questions
Last updated: July 19, 2026
This FAQ page provides answers to common questions about ordering, shipping, returns and refunds at Michael & Sarah Ottawa.
For complete information, please also review our Shipping Policy, Return and Refund Policy, Payment Policy and Terms of Service.
How Long Does Shipping Take?
Orders are normally processed within 1 to 3 business days.
Once your order has been processed and dispatched, delivery usually takes approximately 3 to 7 business days.
Business days are Monday through Friday, excluding Canadian public and statutory holidays.
Delivery times are estimates and may vary due to:
-
Shipping carrier delays
-
Customs inspections
-
Peak sale periods
-
Severe weather
-
Public holidays
-
Incorrect or incomplete address information
-
Circumstances outside our reasonable control
Where Do You Ship From?
Certain orders are shipped directly from our trusted suppliers and fulfilment partners.
Some suppliers may be located outside Canada, including in China.
We use direct supplier fulfilment to reduce unnecessary handling and allow the shipping process to begin as efficiently as possible.
Because products may be fulfilled from different locations, items from the same order may occasionally arrive in separate parcels.
Do You Offer Free Shipping?
Yes. Michael & Sarah Ottawa offers free standard shipping across Canada, unless otherwise clearly stated during checkout.
Any applicable shipping charges will be displayed before you complete your purchase.
Will I Receive Tracking Information?
When tracking is available, you will receive a shipping confirmation email containing your tracking information after your order has been dispatched.
Please allow several business days for tracking information to become active.
International tracking may not update at every stage of the shipping process. The final delivery may be completed by Canada Post or another local Canadian delivery partner.
Can Products from the Same Order Arrive Separately?
Yes.
If your order contains multiple products, they may be fulfilled by different suppliers or distribution locations.
This means you may receive:
-
Separate parcels
-
Different delivery dates
-
Multiple tracking numbers
You will not be charged additional shipping fees solely because an order is delivered in separate parcels.
Do You Accept Returns?
Yes. Michael & Sarah Ottawa offers a 30-day return period.
You must contact us within 30 days after receiving your order to request a return:
Items must meet the conditions stated in our Return and Refund Policy.
Do not return a product before receiving return instructions and approval from our customer service team.
How Do I Start a Return?
To request a return, email:
Please include:
-
Your full name
-
Your order number
-
The email address used when placing the order
-
The product you wish to return
-
The reason for the return
-
Clear photographs if the product is damaged, defective or incorrect
After reviewing your request, we will provide further instructions and, where applicable, the approved return address.
Where Should I Send My Return?
You must use the return address provided by our customer service team after your return request has been approved.
Do not automatically return the product to:
-
The address shown on the parcel
-
The address shown on the shipping label
-
A courier or local post office
-
An address found elsewhere on our website
Because certain products are shipped directly by international suppliers, an approved return may need to be sent to a supplier or return facility outside Canada, including in China.
Returns sent without approval or to an incorrect address may not be accepted or refunded.
Who Pays for Return Shipping?
For returns relating to:
-
A change of mind
-
An incorrect size selected by the customer
-
An unwanted product
-
Personal preference
-
A product that no longer suits the customer’s needs
the customer is generally responsible for the return shipping costs.
If the approved return address is located outside Canada, including in China, the customer is responsible for sending the parcel to that address unless we expressly state otherwise.
Where a product is confirmed to be damaged, defective, incorrectly described or different from what was ordered, the appropriate solution will be determined in accordance with our Return and Refund Policy and applicable Canadian consumer-protection laws.
Nothing in our policies limits a consumer right or remedy that cannot legally be waived or excluded.
Can I Exchange an Item for Another Size?
We do not always offer direct exchanges.
Where an exchange is unavailable, you may need to return the original product in accordance with our Return and Refund Policy and place a new order for the preferred size.
Please contact us before returning a product:
We recommend carefully reviewing the sizing information and product measurements before placing your order.
What If My Product Is Damaged, Defective or Incorrect?
Contact us as soon as possible at:
Please include:
-
Your full name
-
Your order number
-
A clear description of the issue
-
Clear photographs of the complete product
-
Close-up photographs showing the defect or damage
-
A photograph of the packaging
-
A photograph of the shipping label, where relevant
We will review the information and provide the appropriate next steps.
Please do not discard the product or original packaging before your request has been reviewed, unless keeping it would create a safety concern.
When Will I Receive My Refund?
After your approved return has been received and inspected, we will inform you whether the refund has been approved.
Approved refunds are normally issued to the original payment method used for the purchase.
Once a refund has been issued, your bank, card provider or payment platform may require additional processing time before the funds appear in your account.
The exact processing time is controlled by the relevant financial institution or payment provider.
Original shipping charges and return shipping costs are not normally refundable unless otherwise required by applicable law or expressly confirmed by us.
Can I Cancel or Change My Order?
Contact us as soon as possible at:
Please include your name, order number and requested change.
We will make reasonable efforts to assist you. However, we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been sent to the supplier for fulfilment.
After an order has been dispatched, it must generally be handled through our Return and Refund Policy.
What If I Entered the Wrong Delivery Address?
Contact us immediately at:
We will attempt to update the address where possible.
However, once an order has been processed or shipped, we may be unable to change the delivery information.
Customers are responsible for checking that their name, address, postal code and other delivery details are complete and accurate before submitting an order.
What Should I Do If My Tracking Shows Delivered but I Have Not Received the Parcel?
Please first:
-
Check around your property or designated delivery location;
-
Ask members of your household
-
Check with neighbours
-
Contact the delivery carrier
-
Contact your local Canada Post office where applicable
If you are still unable to locate the parcel, contact:
Include your full name, order number and tracking number so we can review the available delivery information.
Which Currency Do You Use?
Unless otherwise clearly stated, prices on michael-sarah-ottawa.com are displayed in Canadian dollars (CAD).
If your payment account uses another currency, your bank or payment provider may apply currency-conversion or foreign-transaction fees.
These fees are determined by the payment provider and are the customer’s responsibility.
Which Payment Methods Do You Accept?
We accept the secure payment methods displayed during checkout.
Depending on availability, these may include:
-
Visa
-
Mastercard
-
American Express
-
Shop Pay
-
Apple Pay
-
Google Pay
-
PayPal
-
Other secure payment methods shown at checkout
The exact payment options available may depend on your device, location and checkout settings.
How Can I Contact Customer Service?
For questions about orders, products, shipping, returns, refunds, payments or sizing, please contact:
Michael & Sarah Ottawa
Website: michael-sarah-ottawa.com
Email: info@michael-sarah-ottawa.com
To help us respond efficiently, include your full name, order number and a clear explanation of your question.