Return & refund Policy
Section 1
Order Processing
Orders are processed on business days (Monday through Friday, excluding Canadian federal statutory holidays and Quebec provincial holidays). Orders placed after 12:00 PM EST or on weekends and holidays will begin processing on the next business day. Processing time is 1–3 business days from the date your payment is confirmed. This is separate from shipping transit time. During high-volume periods, processing times may extend to 5 business days. You will receive an order confirmation email immediately after placing your order, and a shipping confirmation email with tracking information once your order has been dispatched.
Section 2
Shipping Rates & Free Shipping
Canada: Free standard shipping on all orders totalling $40 CAD or more (before taxes). Orders under $40 CAD are charged a flat-rate shipping fee calculated at checkout based on your province and postal code. All Canadian orders include tracking.
United States: Free standard shipping on all US orders totalling $30 USD or more. Orders under $30 USD are charged a flat-rate shipping fee calculated at checkout. All US orders include tracking. US orders are shipped from Canada and are subject to US customs clearance — see Section 5.
Section 3
Delivery Times
Delivery time estimates are calculated from the date of shipment (not the date of order placement) and represent business days (Monday–Friday, excluding public holidays). These are estimates only — we cannot guarantee delivery on a specific date.
Canada — standard: 3–7 business days from shipment date. Remote areas (Northern Canada, islands) may take longer
USA — standard: 5–10 business days from shipment date, including customs clearance. Delivery to Hawaii, Alaska, and US territories may take longer and may incur additional shipping charges
⚠ Holiday & High-Volume Period Delays
During peak periods — including Black Friday/Cyber Monday, Christmas season (November 15 – January 10), and Valentine's Day — processing and delivery times may be significantly extended. We strongly recommend ordering at least 3 weeks in advance if you require delivery by a specific date during peak season.
Section 4
Order Tracking
A tracking number will be provided via email once your order has been shipped. Tracking information may take 24–48 hours to update after your shipment has been picked up. If you have not received a shipping confirmation email within 5 business days of placing your order, please contact us at hello@mitovito.com.
Section 5
US Customs, Duties & Import Taxes
All mitovito products shipped to the United States are shipped from Canada and must pass through US customs. As food ingredients, mitovito products typically clear customs without issue. However:
US customs duties and import taxes, if any, are the sole responsibility of the customer
We ship with accurate customs declarations describing products as "functional mushroom extract powder — food ingredient" at their true value
Customs processing may add 1–5 business days to delivery time
Lumyrax Inc. is not responsible for delays caused by US customs procedures
We do not mark packages as "gift" or undervalue goods on customs declarations
Under USMCA, functional mushroom extract powders classified as food ingredients generally qualify for preferential tariff treatment between Canada and the USA
Section 6
Address Accuracy & Delivery Failures
It is your responsibility to provide a complete, accurate, and deliverable shipping address at checkout. Lumyrax Inc. is not responsible for delays, losses, or additional costs resulting from an incorrect or undeliverable address. If a package is returned to us due to an incorrect address, re-shipment costs are the customer's responsibility. If a package is marked as "delivered" by the carrier but you have not received it, contact us within 5 business days of the marked delivery date and we will open a carrier investigation.
Section 7
Lost, Damaged & Stolen Packages
Damaged in transit: If your package arrives visibly damaged, take photos before opening and contact us at hello@mitovito.com within 48 hours of delivery with photos and your order number. We will arrange a replacement or refund at our cost
Lost in transit: If your order has not arrived within 14 business days (Canada) or 21 business days (USA) of the shipping confirmation date, contact us and we will open a carrier investigation. If confirmed lost, we will reship your order or issue a full refund
Stolen packages: Once a carrier marks a package as "delivered," mitovito is not liable for packages stolen after delivery. We recommend ensuring someone is available to receive your package or using a secure delivery address
Section 8
Return Shipping
Returns due to our error (wrong product, defective, damaged in transit): We will provide a prepaid return shipping label at our cost
Customer-initiated returns (changed mind, ordered wrong variety): Return shipping costs are the customer's responsibility. Use a tracked service as we cannot be responsible for returns lost in transit
International returns (US customers returning to Canada): Customer is responsible for all return shipping costs and any applicable export/import fees
To initiate a return, email hello@mitovito.com with your order number. Do not return any product without written authorisation. · Questions about your shipment? We respond within 24–48 business hours.
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