FAQ
Frequently Asked Questions
FOR BUYERS
What is MasterCase Canada?
MasterCase Canada is a Canadian marketplace for buying by the case. We connect you directly with Canadian companies, and every product on the platform ships from a Canadian facility.
What does "by the case" mean?
Each product listing is sold as a full case — for example, "Case of 12 × 340g". You're buying the full case, not individual units. Where the case price beats the regular retail price, the saving is shown on the product page.
Can I buy from multiple vendors in one order?
Yes. You can add products from multiple vendors to your cart and check out in a single transaction. Each vendor will ship their portion of your order separately.
How long does shipping take?
Vendors have 3 business days to ship your order from the time it's placed. Delivery time depends on your province and the vendor's location, typically 2–7 business days after shipment. Frozen orders work differently, see below.
How do I track my order?
You'll receive an email with a tracking link as soon as your vendor ships.
What is your return policy?
Because every order is picked and shipped as a full case, we don’t accept change-of-mind returns. But we stand behind every order — if a case arrives damaged, defective, wrong, or not as described (or never arrives), email us a photo and we'll refund or replace it. See our full Return Policy for time windows and details. Questions? Email support@mastercase.ca.
Can frozen products be delivered to my address?
Not everywhere yet. A frozen case has to reach you inside a fixed cold-chain window, so frozen products are available in a limited set of provinces. Every frozen product tile and product page shows exactly where that product can be delivered, before you click. The list grows as we add cold-chain routes.
What do I pay for shipping on a frozen order?
MasterCase includes the first $40 of shipping on every frozen order. Cold-chain freight costs a lot more than regular parcel shipping and varies by destination, so anything above $40 is calculated at checkout and shown to you before you pay. Nothing is estimated after the fact or billed later.
When will my frozen order ship?
Frozen orders are not shipped on demand. Each vendor ships on set days with an order cutoff, and both are on the product page. Order after the cutoff and your case goes out on that vendor's next ship day. Frozen orders typically arrive 3 to 4 days after shipping, packed with dry ice.
What if my frozen order arrives thawed?
If it arrives cold or with ice crystals still present, it is safe to refreeze and that is normal. If it arrives fully thawed and warm, you are covered. Email us within 48 hours with a photo and we will replace or refund the affected items. Please make sure someone can receive a frozen delivery, because a refused or undeliverable frozen order cannot be resold. Full terms are in our Return Policy and our Shipping Policy.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) and Shop Pay.
FOR VENDORS
How much does it cost to sell on MasterCase Canada?
There are no upfront listing fees. MasterCase Canada earns its margin by adding a markup on top of your quoted wholesale price — you receive your full wholesale price on every sale.
When do I get paid?
Payouts go out on a twice-monthly run. An order qualifies once its 7-day return window has closed, which is 7 days after the carrier confirms delivery. Payment lands in your PayPal account, usually within one business day of the run, ready to transfer to your bank. No Net-30, no Net-60.
Do I need a GS1 barcode?
A GS1 GTIN is requested on your product listings for our records, but it is not required to start selling on the platform. Learn more at gs1ca.org.
How do shipping labels work?
When an order is placed, a pre-paid shipping label is automatically generated and emailed to you within minutes. You do not pay for shipping — it is included in the consumer's order. Just print, pack, and drop off with the carrier.
What carriers do you use?
We use Canada Post, UPS, and Purolator. The best rate is selected automatically based on your location and the delivery address.
Still have questions? Email support@mastercase.ca for customer support, or vendors@mastercase.ca for vendor inquiries.