Frequently Asked Questions
Shipping & Delivery
What are your shipping options and costs?
We offer reliable shipping through trusted carriers. Orders over $50 CAD qualify for free standard shipping within Canada. Standard shipping: $9.99 CAD (5-7 business days). Express: $19.99 CAD (2-4 business days).
How long does shipping take?
Most orders ship within 1-3 business days. Delivery times are 5-7 business days. Shipping times exclude weekends and holidays. You’ll receive a tracking notification once your order ships.
Do you ship internationally?
Not currently, but we're working on it. Join our email list we can let you know as soon as we start shipping internationally.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link. You can also track it anytime from your account under Order History.
What if my package is delayed or lost?
If your package is delayed, please contact us with your order number. For lost packages, we’ll work with the carrier to investigate. If confirmed lost, we’ll issue a full refund.
Returns, Exchanges & Refunds
What is your return/exchange policy?
We want you to love your purchase. You may return unworn items in original condition (with tags and packaging) within 30 days of delivery. Final sale items are non-returnable.
How do I start a return?
Simply log into your account, go to Order History, and select “Return or Exchange.” Follow the prompts to print your return label. Or email us at support@arditosrealm.com for help.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is defective or we made an error.
When will I get my refund?
Refunds are processed within 5-7 business days after we receive and inspect your return.
Are there restocking fees or exceptions?
No restocking fees on standard returns. Exceptions include used/worn items, removed tags, final sale/clearance items, or personalized products.
Orders & Payments
How do I place, modify, or cancel an order?
Placing an order is easy — just add to cart and checkout. For modifications or cancellations, contact us as soon as possible (ideally within 1 hour of ordering). Once processed for shipping, changes may not be possible.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), Shopify Pay, Apple Pay, Google Pay, and PayPal.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption and never store your full credit card details.
Do you offer gift cards or promotions?
Yes! Gift cards are available in multiple denominations. Sign up for our newsletter or follow us on social for exclusive discounts and promotions.
Other
How can I reach customer support?
Email us at support@martensrealm.com or use the chat widget. We typically reply within a few hours during business days (Monday–Friday, 9 AM – 5 PM EST).
What is your warranty on defects?
All products come with a 1-year warranty against manufacturing defects. Contact us with photos and your order number for quick resolution.
Where can I find your Privacy Policy and Terms?
Our full Privacy Policy and Terms of Service are available in the footer of our website.