MUJI customers who place an online order at muji.ca for delivery are responsible for notifying our Online E-Commerce (EC) Team within 7 days of arrival regarding any issues found with their order.
If customers receive a tracking update that their order was delivered but it is nowhere to be found, please first check with any neighbours, doormen, concierge, building security, or mailroom personnel who may have picked up your parcel. Please also check around your property, building, or unit in case the package was left there by mistake.
If, after searching, the parcel is still not found, please contact our EC team at firstname.lastname@example.org and include the following information:
- Order #
- Tracking number
- Please confirm if you have checked around your building and with your neighbours or staff in your building
- Contact details - phone number, email, full name
We will contact the courier on the customer's behalf and open a service ticket or trace case to investigate the whereabouts of the package. The courier will try to contact you to confirm receipt of the package. Please ensure you follow up to ensure a successful completion of the investigation. It may take up to around 2 weeks to receive updates from the courier, especially during peak periods. Once the investigation is complete, our team will move forward with an appropriate resolution. We thank you for your patience, and apologize on behalf of the courier for any inconvenience caused.
Please note that MUJI is not responsible for any delivery decisions made by the courier after the order is shipped out. The EC team may request couriers to not safe drop packages or to request signature upon delivery for security reasons.
Customers are responsible for receiving their packages in a timely manner after delivery has been made. If couriers choose to leave a notice card for pickup due to inability to deliver for whatever reason, customers are responsible for picking up their packages at the courier's designated pickup location. Please inquire with the courier if someone can pick up on your behalf.
Customers may call the courier to try to attempt re-delivery (but may be subject to additional charges). MUJI is not responsible for any incorrect delivery addresses and does not alter addresses before shipment without customer confirmation (unless it is to specify a city to a borough/town as required; e.g. Toronto > Scarborough).
Packages returned to our MUJI locations due to incorrect, incomplete addresses, or inability to deliver with no pickup made at the designated pickup office will be subject to a re-delivery charge of the original price paid for shipping.