FAQs

Frequently Asked Questions — METRA

Find answers to the most common questions about ordering, shipping, returns, and more.

📦 Orders & Shipping

1. How long does shipping take?

All orders ship with free 5–8 business day delivery to the United States, Canada, United Kingdom, Australia, and New Zealand.

2. Do you offer free shipping?

Yes. All orders include free shipping with no minimum purchase required.

3. When will my order be processed?

Orders are processed within 1–2 business days.
You will receive a shipping confirmation email once your order has been dispatched.

4. How do I track my order?

You will receive a tracking number by email once your package ships.
Use your Track Your Order page or the carrier’s tracking page to see updates.

5. What if I entered the wrong shipping address?

Contact us immediately at metrashopi@gmail.com.
If the order has not shipped yet, we can update the address.
If it has already shipped, we will assist you based on the carrier’s policies.

💳 Payment & Billing

6. What payment methods do you accept?

We accept all major payment methods available through Shopify, including:

  • Credit & debit cards

  • PayPal

  • Shop Pay

  • Apple Pay

  • Google Pay

7. Is my payment information secure?

Yes. All payments are securely processed through Shopify’s encrypted payment system.
We do not store or have access to your full payment details.

↩️ Returns & Refunds

8. What is your return policy?

We accept returns within 30 days of delivery.
Returns are free, and we do not charge restocking fees.

9. How do I request a return?

Email us at metrashopi@gmail.com with:

  • Your order number

  • The email used at checkout

  • The reason for the return

We will send you a free prepaid return label.

10. When will I receive my refund?

Refunds are processed within 3–7 business days after we receive and inspect your returned item.

11. Do you offer exchanges?

We do not offer direct exchanges.
Simply return your item for a refund and place a new order.

🛠 Product & Support

12. My item arrived damaged. What should I do?

Please contact us within 48 hours of delivery and include photos of:

  • The damaged item

  • The packaging

We will send a replacement or a full refund at no cost.

13. I didn’t receive my order. What happens now?

Contact us with your order number.
We will investigate with the carrier and help resolve the issue quickly.

14. Can I cancel or change my order?

You may cancel or modify your order before it ships.
Once it has been dispatched, it can no longer be changed.

📞 Need More Help?

If your question wasn’t answered here, reach out to our support team:

📧 Email: metrashopi@gmail.com
📞 Phone: +1 (782) 302-1867
📍 Address: 3206 1 St SW, Calgary Alberta T2S 1R1, Canada

We’re always happy to help!