What to do in the Unlikely Event of Lost or Damaged Goods

1. Damaged Packages and/or Damaged Goods

Important: never ship anything to Marstar without contacting us first (click here for instructions on returning items to us). We will not accept unexpected shipments for security reasons and will not be responsible for postage and handling charges on parcels that have not been properly shipped.

Note: incidents of damage during shipment and lost items or parcels occurs very, very rarely. The following information is provided in the extremely unlikely event of loss or damage to a shipment: we encourage all clients to review the information provided below because there is no substitute for being prepared.

a) Whenever possible, do NOT sign for or accept delivery of any parcel that looks like it has been opened and/or damaged in transit unless and until the postal service or courier notes the issues with the shipment on the waybill, packing list, or shipping label.

b) Inspect the contents of the damaged parcels immediately and take note of any damaged or missing items therein.

c) In accordance with Canada Post and courier policies, we (the shipper) must initiate the loss or damage claim with the shipping service. It is vital that we be contacted as soon as possible to start the paperwork. Please do not forget to have your invoice number and full contact information ready. We must file damage claims with the shipping company no later than 15 (fifteen) days after the items were shipped from us or we will not be compensated!

2. Lost Packages - Missing Shipments

Missing Canada Post Shipments: our postal service does not consider a domestically shipped letter or parcel to be officially lost until 60 days from the original shipping date have elapsed without delivery, and will not consider 'loss claims' filed prior to this 60 day limit. We must be notified in order to file the claim on your behalf.

Missing Expedited or Courier Shipments: If your parcel was shipped via Canada Post Expedited, Canada Post XpressPost, or courier service please contact us if it has not arrived after fifteen (15) days for shipments wihin Canada or after thirty (30) days for U.S. and freign shipments.