Return Policy
MasterCase Canada wants every case you order to arrive in good shape. This Return Policy explains how cancellations, returns, refunds, and damaged-shipment claims work. If anything is unclear, contact us at support@mastercase.ca.
WHO WE ARE AND HOW TO REACH US
MasterCase Canada is operated by MasterCase Wholesale Inc., a company incorporated in British Columbia, Canada.
Customer Support
Email: support@mastercase.ca
Mailing Address: 1281 Johnston Road, White Rock, B.C. V4B 3Y9, Canada
We respond to all support inquiries within 2 business days.
WHAT THIS POLICY COVERS
This Return Policy applies to all products purchased through mastercase.ca and shipped to a Canadian delivery address. It explains:
- How to cancel an order before it ships
- How to request a return or refund if your case arrives damaged, defective, or incorrect
- What happens if your order is not delivered within the expected window
- Why we don't accept change-of-mind returns
- How refunds are issued and how long they take
Because MasterCase Canada is a marketplace that ships products by the case directly from independent Vendors, certain return situations are handled differently than a typical single-unit retailer. The terms below reflect the operational realities of case-lot fulfillment.
ORDER CANCELLATIONS
You may cancel any order before the Vendor ships it. To request a cancellation:
- Email support@mastercase.ca as soon as possible after placing the order.
- Include your order number and the request to cancel.
If we are able to stop the shipment before it leaves the Vendor, you will receive a full refund to your original payment method within 15 days. Vendors are required to ship within 3 business days of order placement, so cancellation requests received promptly are typically accommodated.
Once an order has shipped, it cannot be cancelled. If your case has already left the Vendor, see the relevant section below depending on what arrives.
RETURNS FOR DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives with a problem, the remedy depends on the scale of the issue.
If only some units are affected — for example, a few items in the case are damaged, defective, or expired — the remedy is proportional to the affected units. You are entitled to either:
- Replacement of the affected units, shipped at no additional cost, or
- A partial refund equal to the per-unit value of the affected items (number of affected units × per-unit case price), processed within 15 days of our confirmation.
If the entire case is unusable — for example, the case is crushed, soaked, or contaminated in transit so the contents cannot be used, or you received the wrong product entirely — you are entitled to a full replacement case or a full refund, processed within 15 days.
To initiate a request, contact support@mastercase.ca within 7 days of delivery. Include:
- Your order number
- A short description of the issue
- Photographs of the affected items or damage (this speeds resolution considerably)
We respond within 2 business days and work with the Vendor to confirm the issue. You do not need to return the affected product unless we specifically request it for vendor quality investigation — in most cases, photographs are sufficient.
MISSING ITEMS WITHIN A CASE
If your case arrives but is short of items that were listed in your order (case opened, contents incomplete), the remedy is proportional to what's missing — not a full-case remedy. You are entitled to either:
- Replacement of the missing items shipped at no additional cost, or
- A partial refund equal to the per-unit value of the missing items (number of missing units × per-unit case price), processed to your original payment method within 15 days of our confirmation.
Contact support@mastercase.ca within 7 days of delivery with your order number, a short description of what's missing, and photographs of the opened case showing the actual contents. We respond within 2 business days and work with the Vendor to confirm the shortage.
FROZEN & PERISHABLE ITEMS
Certain products, such as frozen seafood and frozen meat, are perishable and ship in temperature-controlled cold-chain packaging. Because these items are perishable, the following terms apply in addition to, and where they differ in place of, the general terms above.
Where frozen orders ship. Frozen products are available in a limited set of provinces. Every frozen product page shows exactly where that product can be delivered. If your address is outside that area, the product cannot be added to your order. See our Shipping Policy for more detail.
Shipping charges on frozen orders. MasterCase includes the first $40 of shipping on every frozen order. Cold-chain freight costs more than regular parcel shipping and varies a great deal by destination, so any amount above $40 is calculated at checkout and shown to you before you pay. You will always see the final shipping cost before completing your order.
Ship days. Frozen orders are not shipped on demand. Each vendor ships on set days with an order cutoff, and both are shown on the product page. An order placed after the cutoff ships on that vendor's next ship day.
Delivery and prompt storage. Frozen orders are delivered within a short cold-chain window. Because the contents are perishable, please arrange for the package to be received and frozen or refrigerated promptly on arrival. MasterCase is not responsible for spoilage caused by a missed delivery, a package left unattended after confirmed delivery, or an incorrect or incomplete delivery address.
Refused and undeliverable frozen orders. Once a frozen order has shipped, the cold chain cannot be restarted. A frozen order that is refused at the door, or that is returned to the vendor because the address was wrong or nobody was available to receive it, cannot be resold and is not refundable. Please make sure someone can receive the delivery.
Condition on arrival. Frozen products are packed to remain frozen in transit. If your order arrives cold or with ice crystals still present, it is safe to refreeze and is not eligible for a claim. This is normal and expected. If your order arrives fully thawed and warm, you are covered.
Reporting a cold-chain or quality issue: 48 hours. Perishable products cannot wait. Please report any thawing, temperature or quality problem within 48 hours of delivery. Email support@mastercase.ca with your order number, a brief description, and photographs of the product and the packaging as received. We respond within 2 business days.
Reporting wrong or missing items: 7 days. Report anything incorrect or short within 7 days of delivery, on the same terms as the general policy above.
Reporting a delivery that never arrived: 72 hours. If tracking shows your frozen order as delivered but you did not receive it, please tell us within 72 hours. After that the product is assumed to have spoiled wherever it is, and we are no longer able to verify the claim. This window applies only to frozen orders marked delivered; if a frozen order simply never arrives, the 30 day non-delivery terms below apply as normal.
Remedy. Where a frozen order arrives thawed or warm because of a cold-chain failure in transit, you are entitled, on the same proportional basis as our general policy, to a replacement of the affected items or a refund equal to their value, processed within 15 days of our confirmation.
No returns on frozen food. For food-safety reasons, perishable frozen products cannot be returned or resold, so we are unable to accept change-of-mind returns on these items and we will not ask you to ship anything back. Photographs are all we need. Please review your order carefully before purchasing.
NON-DELIVERY
If your case has not arrived within 30 days of the confirmed ship date, you are entitled to cancel the order and receive a full refund.
To initiate a non-delivery claim, contact support@mastercase.ca with your order number. We will investigate with the carrier and Vendor, and either confirm an updated delivery window or issue a full refund within 15 days.
CHANGE-OF-MIND RETURNS
Because products are sold in bulk by the case and shipped directly from independent Vendors, we do not accept returns for change of mind. This includes:
- You decided you don't like the product after trying it
- You ordered the wrong quantity or wrong product by mistake (after the order has shipped)
- You no longer have storage space for the case
- You found a better price elsewhere
Please review your order carefully before completing your purchase. Product photos, ingredient lists, case quantities, and per-unit prices are clearly displayed on every product page. If you have questions about a product before you order, contact support@mastercase.ca — we are happy to help you make the right choice the first time.
HOW REFUNDS ARE ISSUED
All approved refunds are processed to the original payment method used for the order. We do not issue refunds as store credit unless you specifically request it.
| Payment Method | Refund Timing |
|---|---|
| Credit card | 5–15 business days, depending on your bank |
| Debit card | 5–15 business days, depending on your bank |
| Apple Pay / Google Pay | 5–15 business days, depending on the linked card |
| Bank transfer (where applicable) | Up to 15 business days |
We process all refunds within 15 days of confirming your refund is owed. The total time you wait depends on your bank's processing speed once we issue the refund on our end.
SHIPPING COSTS ON RETURNS
For most products, shipping is included in the case price, so there are no separate shipping fees to refund. Where shipping was paid at checkout, including frozen delivery, it is refunded together with the order.
Frozen orders work differently. MasterCase includes the first $40 of shipping and any amount above that is charged at checkout. Where a frozen order is refunded in full, the shipping you paid at checkout is refunded with it. Where only part of a frozen order is refunded, the shipping is not refunded, because the shipment was still made.
If we request that you ship a damaged or defective product back for inspection, MasterCase Canada covers the return shipping cost. We will email you a prepaid return label.
YOUR CONSUMER RIGHTS
This Return Policy does not limit any non-waivable consumer rights you may have under Canadian federal or provincial law. Depending on the province in which you reside, you may have additional protections, including:
- The right to receive a full refund if goods are not delivered within 30 days of the agreed delivery date (most provinces)
- The right to cancel certain distance contracts within a statutory cooling-off period (varies by province)
- The right to fitness-for-purpose and merchantable-quality warranties under provincial sale-of-goods legislation
If you reside in Quebec, additional protections apply under the Consumer Protection Act (CQLR c. P-40.1). Quebec residents may file complaints with the Office de la protection du consommateur at www.opc.gouv.qc.ca.
DISPUTES
If you are not satisfied with how we handled your return, refund, or non-delivery claim, please contact us at support@mastercase.ca and ask to escalate. We will respond within 2 business days and aim to resolve the dispute informally within 15 business days.
If we cannot reach a resolution, you may pursue any remedy available to you under applicable law, including filing a complaint with your provincial consumer protection authority.
CHANGES TO THIS POLICY
We may update this Return Policy from time to time. If we make material changes, we will post a prominent notice on mastercase.ca at least 30 days before the changes take effect. The "last updated" date at the top of this page always reflects the most recent revision.
CONTACT
For all return, refund, cancellation, and damaged-shipment requests:
MasterCase Canada — Customer Support
Email: support@mastercase.ca
Mailing Address: 1281 Johnston Road, White Rock, B.C. V4B 3Y9, Canada
We respond to all customer support inquiries within 2 business days.