Master Supply Co FAQ – Master Supply Co.
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HOW DO I KNOW WHAT SIZE I AM?

You can find your size on our Sizing Guide (Click Here). Each jacket has specific sizing information on the product listings. Our jackets are form fitting, so we recommend going for the size up if you want a more comfortable or relaxed fit. For inquiries into custom sizing, please e-mail us from our Contact Page!  We also have detailed instructions available in order to assist with taking your own measurements.  In the event that you receive your jacket and it does not fit, you can be rest assured as we have a great exchange policy.

 

HOW DO I PLACE AN ORDER?

You can place an order directly on our website. You can also email our Sales Team (from our Contact Page) and they will be more than happy to assist you.

 

HOW WILL I KNOW WHEN MASTER HAS RECEIVED MY ORDER?

Easy!  Once you’ve placed your order, we will send you a confirmation e-mail.


WHAT IS YOUR SHIPPING POLICY?

We are proud to ship worldwide. We offer free shipping to Canada and the United States; for all other destinations there is a flat rate $25.00 USD shipping fee.
All items are shipped by courier (either UPS, DHL, or FedEx), and can be tracked online. If you opt out of the signature release we are not responsible for lost or stolen items.

 

Important Tax information for customers who reside outside of Canada / United States


For customers who reside outside of Canada / United States, duty fees/taxes do apply and are determined by the destination country. Master Supply co. does not collect these fees and is not responsible for taxes collected by the destination country.

Refusal to pay taxes will result in a forfeiture of your order. We are unable to accept any parcels “returned to sender”, and the parcel will therefore be destroyed by the courier. This is nonnegotiable. Should you refuse to pay your destination country taxes you will not be eligible for a return or an exchange and you are not eligible for any reimbursement. If you do not pay your taxes owed the parcel will be destroyed and you will not receive a reimbursement.

If you are placing an order from Canada please note that for Ontario residents that HST is applied at checkout. For all other provinces, GST is applied at checkout. If you live in Canada and your jacket is shipped from our workshop in Sialkot you do not need to pay any additional taxes beyond GST or HST.

If you are placing an order from the United States and your order value is under 800USD you are exempt from duty taxes.

HOW LONG WILL IT TAKE TO GET MY JACKET?

If we have your jacket is stock at our Toronto location, fulfillment times generally range within 5 to 10 business days. If we do not have your jacket in stock we ship direct from our workshop in Sialkot, and are often able to have the jacket hand crafted and shipped within two weeks.  However, to be safe we do quote fulfillment times as being 2 to 3 weeks.  The upside to this is that we are never sold out, and your size will always be available.

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Returns

All returns must be requested within 30 days of receipt of your order. In order to request a return; please contact info@mastersupply.co and provide us with your order number.



Please return your garment(s) in its original condition with all tags attached. 


In the event that you reside outside of Canada or the United States and request a return, you are responsible to cover the return shipping cost.  A restocking fee will not be deducted from your full reimbursement, You are required to provide a tracking number for the shipment and we strongly suggest that you opt for shipping insurance.

If you are outside of Canada and are shipping an item to our Toronto location for the purposes of a return or exchange it is imperative that you mark the package as a "RETURN" in the invoice/shipping documents.  Failure to do so will result in additional taxes that we are not responsible for. In the event that the parcel is not marked as a return, we will NOT accept the exchange/return and the parcel will be returned to the sender.

In the event that you reside in Canada or the United States, we are able to offer hassle-free returns. Once your request has been made and approved we will send you a return shipping slip. Upon receipt of the return, a standard 15% restocking fee will be applied to recover costs incurred in relation to shipping and handling.



Refunds will be processed within 5 working days of receiving the returned item.

If a jacket was purchased on a Clearance Price (a discount of over 30%), the item is not eligible for a return. 

Hats and Accessories

Please note that all sales of hats (including the Coup De Tete collaboration) and accessories are deemed to be a final sale. Final sale items are NOT eligible for an exchange or a return.  Exceptions will not be made, so please reach out to us directly if you have any questions or require any additional information.

Items that are marked as Final Sale are not eligible for a return.  Exceptions will not be made, so please check your measurements in relation to our size guide before purchasing. If you are not sure about your size please e-mail info@mastersupply.co for customer support. 

  

Exchanges

If you reside in Canada or the United States and you would like to exchange a jacket for another size, you will be provided with a return shipping slip and you are responsible to send the jacket back in its original condition.



If you reside outside of Canada or the United States and you would like to exchange a jacket for another size, you are responsible for the return shipping cost. You are expected to send the jacket back in its original condition with the tags attached.

Once you ship the item to be exchanged please confirm with us via e-mail info@mastersupply.co.  Once you have confirmed we will prepare to ship the new jacket to you at no additional charge.

You are required to provide a tracking number for the shipment and we strongly suggest that you opt for shipping insurance.

If you are outside of Canada and are shipping an item to our Toronto location for the purposes of a return or exchange it is imperative that you mark the package as a "RETURN" in the invoice/shipping documents.

Failure to do so will result in additional taxes that we are not responsible for.

In the event that the parcel is not marked as a return, we will NOT accept the exchange/return and the parcel will be returned to the sender.



For any subsequent returns, you are responsible for the full shipping costs.

 In the event that the item was purchased at a discount of over 30% and you would like an exchange, you are responsible for the full return shipping cost.  

Hats and Accessories

Please note that all sales of hats (including the Coup De Tete collaboration) and accessories are deemed to be a final sale. Final sale items are NOT eligible for an exchange or a return.  Exceptions will not be made, so please reach out to us directly if you have any questions or require any additional information.

 

Items that are marked as Final Sale are NOT eligible for an exchange.  Exceptions will not be made, so please check your measurements in relation to our size guide before purchasing. If you are not sure about your size please e-mail info@mastersupply.co for customer support.

 

CUSTOM ORDERS

We are pleased to offer custom sizing upon request. Please note that for custom orders, we are unable to accept exchanges/returns as the jacket will be tailored specific to your body size/shape. Please consult with us prior to placing a custom order.

AFTER-PAY PAYMENTS


If you checkout with Klarna or Sezzle, please note your payment agreement is with the provider and not with us. We do not have additional information regarding your payment.

If you are returning an order for refund, you will have to continue with your scheduled payments until your return is processed and refunded according to our specified timeline and policy.

We will then refund your order, and Klarna/Sezzle will refund your payment.

 

WEAR AND TEAR

Prior to dispatch all items are checked for quality assurance and are photographed; If your item is damaged upon arrival please contact us directly at info@mastersupply.co and provide us with your order number. We will ensure that the exchange process occurs in a timely fashion and that you do not incur any additional costs.

Please note that wear is a normal occurrence for full-grain leather; from our perspective, it is a desired outcome and gives our garments character and attitude! We love seeing creases form and a natural patina develop. We are not responsible for undesired or abnormal wear and tear after 60 days from delivery. If we can, we are happy to address an issue and problem solve. However, we will not be able to assist with all issues, because we are not able to verify the conditions relating to the wear. We never let anyone leave disappointed, so please reach out us if you have any questions or concerns with your garment or experience.

 

WHAT IS YOUR PRIVACY POLICY?

Master is committed to protecting our customer's privacy; we only collect information required to process and fulfillment of orders.  We are not affiliated with any third party data collection entities, and will not share any of your personal information without your explicit permission.

 

ARE YOUR PIECES CUSTOMIZABLE?

Most certainly! We can tweak certain parts of our designs and accessories (such as belt, finish, hardware, shoulder straps, etc). Just let us know if you’re curious about a custom inquiry for your jacket! Chances are we can accommodate.

   

ANY OTHER QUESTIONS?

Hit us up on our Contact Page! Someone from the team will be as helpful as they can. After-all, we are Canadians..