FAQ
1. I missed the order deadline. May I still place an order?
Unfortunately, once an order booking has closed, we are unable to add orders.
Please contact your organization leader to see if they are running another order booking in the near future.
2. When will my order ship?
Inventoried items will ship within 2-5 business days. Most orders will be delivered within a week, based on standard transit times to anywhere in North America. Shipping rates will apply and be posted during check out, where applicable. All orders will be shipped using trackable service. To obtain a tracking number, please contact customer service.
Booking Items will be available as per the order timeline posted on each collection and product page. Order pick-up will be coordinated by each organization. Booking orders are typically available within 1-3 weeks of the order deadline.
Booking orders windows are opened and closed per your store organizer. After a booking window closes, all of the individual orders are all combined into one. We then enter this into our system, and these orders are all processed as one order. Once all of the apparel and merchandise are produced, they are shipped to the organization for distribution. Kitting service is provided at a fee if individual packaging is required.
3. How do I cancel an order?
Please contact customer service as soon as possible. As long as your online form hasn’t closed yet, we can cancel. Once a form has closed, all orders are final and unfortunately we are unable to cancel. Please refer to our Return Policy for additional information of returns, exchanges or cancellations. A 10% fee will apply to all orders that have already been processed online. (Note that the Return/Exchange policy may differ for your organization's store - please refer to your organization's store page for further information.)
4. Where is my order shipping? I want my order to ship to my house instead.
With online booking orders the shipping is determined by your store organizer. When booking orders are placed as a group, everything is shipped to one location unless otherwise arranged by your store organizer.
Since we run, tally, pick, produce and ship all orders as one, we are unable to change one order to ship to a different address. All of these “individual” orders are tied to just one order and one address in our order system. This allows us to provide a turn key service that is most efficient for your organization. It also allows us to pass on a significant savings to each member by not having to pay the cost of shipping for each individual order.
Please refer to your store page for shipping information relevant to your store.
5. Where do I find sizing information?
Garment measurements for each item are included on the product page in the text area below the product image. If you are unsure on sizing, we recommend measuring your favorite comparable item from your own closet and then matching it up with the sizing provided for any item that you may be unfamiliar with.
6. What methods of payment are accepted for online orders?
At this time, we accept Visa, MasterCard, and American Express. Customers can also pay by PayPal, Apple Pay, Google Wallet or Shopify Paymens.
7. How can I find my order payment on my credit card statement?
Your order amount should appear next to the following vendor description:
Martket Branding Custom Store
6049170507
Charges should appear on your account within 24 – 48 hours.
8. Can I add a name or number to one of the garments?
All customization details are finalized by the organization leader prior to launching each order booking. We are unable to add names or numbers for individual orders, unless this option is already specified on the product page. If this service is available, you will be prompted for this information before adding the garment to your cart.
9. Is there sales tax?
Yes, all orders are subject to 12% sales tax (7% PST / 5% GST). Sales tax is collected at time of checkout and will be reflected in your order total.
10. Why am I required to pay sales tax?
Merchants in British Columbia, Canada are required to collect sales tax defined by the location of their business activity, affiliation, or other kind of presence. These regulations dictate that sales tax is required regardless of customer shipping address.
11. PST Exemption for Children’s Clothing and Footwear
Clothing and footwear purchased for children under 15 years old is PST exempt. As per government regulations, it is the customer's responsibility to ensure they qualify for an exemption. Customer's may provide the required information by completing a PST Certificate Exemption - Childrens Clothing and returning it by email to customercare@martketbranding.com. Customer's are required to provide documentation within 180 days of purchase. After we receive the necessary information, we'll reverse the PST charged on your order. Please note that you must contact us after placing each order, to make sure the PST is reversed.
12. How do I place a BULK/GROUP order with My Martket?
Thank you for your interest in placing an order with My Martket! If you are interested in setting-up a custom Online Store for your Company, Organization, Team, School or Association, please contact us by email at info@martketbranding.com or call our main office line at (778) 654-7078 or toll free (877) 905-3652 and ask to speak with a sales representative.