FAQ

General 
Where are you located?

Maison Océanne operates on the unceded Indigenous lands of the traditional territory of the Kanien’kehá:ka (Mohawk) Peoples. 

Tiohtiá:ke, Montreal, is historically known as a gathering place for diverse First Nations and we recognize the historic and ongoing Indigenous connections to these lands and waters. 

MO is grateful to learn and exist on this land and we are deeply appreciative of the many generations who have taken care of this land and these waters. We respect these lands and waters and will support Indigenous Peoples in the process of advancing truth and reconciliation. 

I forgot my password. How do I get a new one?

Can't access your account? No worries! Simply click on LOG IN (either in the Navigation Menu or on the top right corner of your screen). Just underneath the LOG IN button, you'll see the "Forgot Password" link. Click on this and follow the steps. You will receive an email with a link to reset your password. 

Note: If you remember the password following the 'Forgot Password' request, you can simply delete the email and enter your current password. 

How do I edit my account?

If you'd like to edit your account information, it's very simple! To view your options; first login to your account, by clicking the person icon at the top right corner of the page. Once you are logged in, you can view the information that appears. At this time, you can only make changes to the addresses linked to your account. You can either modify or change the default address or add another address. In order to change the name or email address associated with your account, you will need to reach out to our Consumer Care Team directly. 

What do your icons mean?

Orders

How old do I have to be to order at Maisonoceanne.ca?

To order at Maisonoceanne.ca, you must be the legal age as defined by your province or territory. If you are not an adult, please have a parent or adult responsible make your purchase for you. 

Is my order subject to sales tax? 

The tax(es) collected on purchases of products sold by maisonoceanne.ca are calculated based on the destination of the shipment. Therefore, the following tax rates apply based on the province or territory to where the goods are shipped:

  • Alberta, Yukon, Northwest Territories, Nunavut: 5% Goods and Service Tax (“GST”)
  • Ontario: 13% Harmonized Sales Tax (“HST”)
  • New Brunswick, Nova Scotia, Newfoundland and Labrador, Prince Edward Island: 15% HST
  • British Columbia: 7% Provincial Sales Tax (“PST”) and 5% GST
  • Saskatchewan: 6% PST and 5% GST
  • Manitoba: 7% Retail Sales Tax (“RST”) and 5% GST
  • Quebec: 9.975% Quebec Sales Tax (“QST”) and 5% GST

When will I be charged for my order?

Your credit card will be charged as soon as your order is placed. 

How do I modify or cancel my order?

Please note that order modifications and cancellations are time-sensitive actions and must be communicated to our consumer care as soon as possible. Once your order moves into the processing stage in our warehouse, we may no longer be able to make changes 

I placed an order, but did not receive an email confirmation. What can I do?

Please contact our Consumer Care Team by email at care@maisonoceanne.ca or connect with us online via the chat! 

Do I need a Maison Océanne account to place an order?

No, you do not need to create an account to place an order. When are ready to finalize your purchase, you can checkout as a guest and you will be given the option to create an account at the end of your purchase to accelerate the checkout process the next time you place an order. 

Note: There are certain discount codes that only work with an account, and will not be valid for purchases made via the guest checkout. 

Where can I find my order history?

After you login to you account, simply scroll down to see your order history. By clicking on the order # you will see the order details, including billing and shipping address. 

Can I check the status of my order?

You can check the status of your order by logging into your account. If your order is not fulfilled within the normal delay, please feel free to contact our Consumer Care to obtain more information. 

Shipping

Where do you ship?

We currently only ship to all locations within Canada at this time. 

What shipping methods do you use?

Orders are shipped either by Canada Post or UPS. Once your package has left our location, our shipping partners will aim to deliver as quickly as possible, will respecting the measures in place during COVID-19. 

When will my order ship? 

Please allow between 2-3 business days for your order to ship. Once your order has shipped, you will receive an email confirmation with your tracking information. 

How do I track my order?

Once your package has been shipped, you will receive an email notification with the tracking information for your package. After your order has been placed, you will be given the option to sign up for text notifications or to download Shop to track your package on their mobile application. You will equally receive delivery updates by email. 

My order still has not arrived?

Depending on your location, you should receive your package within 2-8 business days. Please note that additional delays can be expected. We strongly encourage you to track your order using the tracking number provided by email, on the shipping carrier's website for real-time updates. 

Note: If you still have not received your order within the timeframe provided, please contact us and we will open a service ticket with Canada Post or UPS to obtain more information.  

Payments

Which payment methods do you accept?

The following payment methods are available:

  • AMEX
  • Apple Pay
  • Google Pay
  • Mastercard
  • PayPal
  • Shop Pay
  • Visa  

I do not wish to use my credit card, are there alternatives?

Yes! We offer the following alternative payment options: Apple Pay, Google Pay, Shop Pay and PayPal. Please note that all orders must be placed online. We do not accept phone orders. 

Can I use multiple promo codes at checkout?

You can only use one promo code per order and they cannot be combined with any other offer. Additionally, some of our promotions are directly applied on the product price or according to your order total and in those cases, a promo code is not required. 

Please note that promo codes cannot be applied to orders previously placed. 

Why is my discount code not working?

Please validate the following if you are experiencing difficulties with applying a discount code:

  1. Ensure that you are writing the code in the "Coupon Code" field. 
  2. Ensure that you are writing the code EXACTLY as it is written. (Ex: OCEANNE20 cannot be written as oceanne20) 
  3. Verify the expiry date for the coupon code

If after checking the above points, your code is valid and you're still experiencing difficulty, please contact our Consumer Care Team and we will be happy to assist you further. 

Note: We reserve the right to disable codes at any time. Disabled codes will not be re-used. 

Products 

Are your products cruelty-free?

All of the products that we carry are cruelty-free! None of the ingredients, formulations, or finished products are tested on animals. 

Where can I find more information about a specific product? 

Consult the product page, for all product related information including, ingredient list, how to use, product care, certifications, shelf-life, end of life etc. If after consulting the product page, your question is still unanswered, please feel free to contact us - we will be happy to assist. 

The product I want to purchase is out of stock. When will it be restocked?

We apologize that the product that you wish to purchase is not available. Although we cannot determine when it will be restocked, note that we are making every effort to keep our inventory up-to-date. 

Newsletters

What content can I expect from your newsletters and communications?

No one likes being spammed! We promise to only communicate relevant content about our upcoming promotions, contests, recipes, featured brands and news. You can opt-in or opt-out of our newsletter at any time.

How do I unsubscribe from the newsletter?

To opt-out, simply hit the unsubscribe link at the bottom of the newsletter.