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Gold Standard

Client Care & Satisfaction Policy

Client Care & Satisfaction Policy

MAI KANATA takes great pride in providing our patrons with the best possible customer care service as possible. We have a dedicated Client Experience Team nationwide, that are fluent in multiple languages that will be happy to assist you. If you have any questions pertaining to your order or any of our products, please contact our Concierge Team at

Shipping & Payment Policies

Shipment Processing Time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

Processing orders in a timely manner is one of our primary objectives at MAI KANATA. We work hard to meet out processing time frame even when there is a high volume of orders.

If there will be any significant delay in shipment of your order, we will contact you via email.


Shipping Rates, Premium Client Care Service & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. At Mai Kanata, we strive to offer our patrons with a variety of flexible shipping options.


All order of $75 CAD and more will receive free standard shipping to any destination across Canada.

Standard Shipping: $9.99 (complementary option on orders over $95)

  • Standard Dispatch Tier 3

  • Care Packaging 

  • Canada Post ​Parcel 

Expedited Premium Service: $15.99 

  • Expedited Dispatch Tier 2

  • Care Plus Packaging 

  • Canada Post / UPS / Purolator / FedEx / Loomis Express / Canpar / ​Dicom


Priority First Express Premium Services / International Expedited Services: $29.99 

  • Priority Dispatch Tier 1

  • Tier 1 Premium Care Plus Packaging

  • Extra Quality Control Check

  • Client Care Team Services - Parcel Delivery Tracking & Communication Priority Response 

  • Expedited/Express/Priority First Services: Canada Post / UPS / Purolator / FedEx / Loomis Express / Canpar / ​Dicom​ / DHL

MAI KANATA is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer.

MAI KANATA currently only ships to the geographical limits of Canada. We are working hard to provide our international customers with the ability to purchase from our site - stay tune.  

Shipment Method Estimated Delivery Time

  • Standard Shipping 7-10 business days​*

  • Expedited Premium Services 4-7 business days​*

  • Priority First Express Premium Services 2-5 business days​*

  • International Expedited Services 7 - 14 business days


Corporate Orders Will Be Expedited Separate From This Schedule  

*Orders sent to rural destinations in Canada, the territories, and Maritime provinces may be subjected to delivery delays. Delivery delays can occasionally occur that are beyond the control of MAI KANATA. 



All amounts will be charged in full in accordance to patron orders and processed via a third-party payment processor. Payments are conducted by Stripe Payment Canada. 

MAI KANATA (“MAI KANATA”, “us”, “we”, or “our”) operates (the “Site”). This privacy policy (“privacy policy” or “policy”) page informs you of our policies regarding the collection, use and disclosure of Personal Information we receive from users of the Site.



By using the Site, you agree to the collection and use of information in accordance with this privacy policy or as otherwise permitted by law.


Information Collection And Use

While using our Site, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to your first and last name, email address, phone number, physical address, and log data ("Personal Information").


Log Data

Like many site operators, we collect information that your browser sends whenever you visit our Site ("Log Data").

This Log Data may include information such as your computer's Internet Protocol ("IP") address, browser type, browser version, the pages of our Site that you visit, the time and date of your visit, the time spent on those pages and other statistics.




We may use your Personal Information to contact you with newsletters, marketing or promotional materials, or other information pertaining to MAI KANATA. The means of communication can be via email, letter mail, social media and all other means. 



Cookies are files with small amount of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a web site and stored on your computer's hard drive.

Like many sites, we use "cookies" to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Site.



The security of your Personal Information is important to us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.


Use by Minors

We do not intend for our websites or online services to be used by anyone under the age of thirteen (13). If you are under the age of thirteen (13), please do not use our Site, and if you are over the age of thirteen (13) but under the age of majority in the province in which you reside, you should use our Site with the involvement and permission of a parent or legal guardian. If you are a parent or guardian and believe we may have collected information about a child, please contact us as described in the "Contact Us" section below.


Changes To This Privacy Policy

This Privacy Policy is effective as of November 8, 2020 and will remain in effect except with respect to any changes in its provisions in the future, which will be in effect immediately after being posted on this page.

We reserve the right to update or change our Privacy Policy at any time and you should check this Privacy Policy periodically. Your continued use of this Site after we post any modifications to the Privacy Policy on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.

If we make any material changes to this Privacy Policy, we will notify you either through the email address you have provided us, or by placing a prominent notice on this Site.


Disclosure of Your Personal Data

If MAI KANATA is involved in a merger, acquisition or asset sale, your Personal Information may be transferred. We will provide you with notice before you Personal Information is transferred and becomes subject to a different Private Policy.

Under some circumstances, MAI KANATA could be required to disclose your Personal Information, if required to do so by law, including but not limited to, a court order.

MAI KANATA may disclose your Personal Information in good faith where such action is necessary to:

  • Comply with a legal obligation;

  • Protect and defend the rights or property of MAI KANATA;

  • Prevent or investigate possible wrongdoing in connection with the Site;

  • Protect the personal safety of users of the Site or the public; or

  • Protect against legal liability.


Contact Us

If you have any questions about this Privacy Policy, please contact us at

Damaged Products / Returns

At Mai Kanata, we strive to delivery quality products and service to our valued patrons. Every order is quality control inspected and carefully packaged for shipping. We understand accidents and unforeseen circumstances may arise. If you receive a defective product, please contact our Concierge Team and we will communicate with you in finding a resolution. If the product is damaged and/or lost during shipping, Mai Kanata and its associates are not liable for any products damaged or lost during shipping or anything caused by third-party damages. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filling a claim.


The safety and health of our valued patrons are our top priority; hence, we do not accept returns on any products dispatched. We thank you for your understanding. If you are unsatisfied with any of our products, or if one of our products contains a defect, please retain the product and let us know at 

Policies Last Updated: December 28, 2021

Accepted Payment Methods
Privacy Policy
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