Frequently Asked Questions
Have a question? We’re here to help. If you don’t find your answer below, review our store policies or contact MacroPanora.
About MacroPanora
What is MacroPanora?
MacroPanora is a Canadian online retailer offering a curated selection of skincare, jewelry and accessories, and wellness products from independent brand partners.
Who fulfills my order?
Products are fulfilled and shipped directly by the applicable brand partner through Shopify Collective. Orders containing products from more than one partner may arrive in separate packages with separate tracking numbers.
Where is MacroPanora located?
MacroPanora is based in Burnaby, British Columbia, Canada. Our contact information is available on the Contact page.
Orders
How do I place an order?
Browse our collections, add available products to your cart, and proceed to checkout. Review the products, quantities, shipping address, discounts, shipping charge, taxes, and final total before completing payment.
Which payment methods do you accept?
Available payment methods are displayed securely at checkout and can include major credit cards, Shop Pay, Apple Pay, and Google Pay.
Can I change or cancel my order?
A cancellation may be requested within one hour of placing an order. Email info@macropanora.com immediately with your order number.
Cancellation is not guaranteed because the fulfilling partner may begin processing shortly after the order is placed. After processing begins, an order might not be changeable or cancellable.
What happens if an item becomes unavailable after I order?
If a partner cannot fulfill an ordered item, MacroPanora will cancel the unavailable item and issue the applicable refund to the original payment method.
Shipping
Where do you ship?
We currently ship to Canada and the United States only. We do not currently ship to countries outside Canada and the United States.
How much does shipping cost?
- Canada: $10 CAD standard shipping
- United States: $12 USD standard shipping
The final customer-facing shipping charge is displayed at checkout.
Do you offer free shipping?
Yes. Free shipping is available on eligible orders of $90 CAD or more in Canada and $75 USD or more in the United States. Eligibility is determined at checkout based on the order value, destination, products, and applicable offer conditions.
How long does delivery take?
Orders are generally processed within 1–2 business days after payment is confirmed.
Estimated delivery after processing is:
- Canada: 3–10 business days
- United States: 5–10 business days
Remote areas, carrier disruptions, weather, holidays, and customs processing can require additional time. Delivery dates are estimates and are not guaranteed.
Why might products from one order arrive separately?
Products fulfilled by different brand partners may ship in separate packages. Each package can have its own carrier, tracking number, and delivery date.
How do I track my order?
We email tracking information after a shipment leaves the fulfilling partner. Tracking activity can take 24–48 hours to appear after the shipping confirmation is sent.
You can also use our Track Your Order page.
Will I be charged duties or customs fees?
Some orders delivered to Canada may be fulfilled by a partner located in the United States and can be subject to customs processing.
Unless otherwise stated at checkout, applicable duties, import taxes, brokerage fees, or customs charges are the customer’s responsibility and are determined by the relevant authorities.
For complete information, review our Shipping Policy.
Returns and Refunds
What is your return policy?
Return eligibility depends on the product category, condition, and reason for the request.
Damaged, defective, or incorrect items must be reported within seven days of delivery with clear photos or video. Eligible unopened and unused items may be returned within 30 days of delivery.
Beauty products, supplements, jewelry, final-sale items, gift cards, personalized products, and other restricted items have category-specific conditions or may be non-returnable except when damaged, defective, or incorrect.
How do I request a return?
Email info@macropanora.com with:
- Your order number
- The product name
- The reason for the request
- Clear photos or video when reporting damage, a defect, or an incorrect item
Wait for return authorization and instructions before shipping anything back.
Who pays for return shipping?
MacroPanora covers return shipping for an approved damaged, defective, or incorrect item. For other approved returns, the customer is responsible for return shipping unless otherwise stated.
When will I receive my refund?
Approved refunds are generally processed to the original payment method within 5–10 business days after the returned item is received and inspected. Your bank or payment provider may require additional processing time.
Do you offer exchanges?
We do not offer direct exchanges. If a product is eligible for return, return it according to the provided instructions and place a separate order for the preferred item.
For complete eligibility rules and exclusions, review our Return & Refund Policy.
Payments, Currencies, and Offers
Which currencies are used?
Canadian customers shop in Canadian dollars. Customers in the United States shop in US dollars through the United States market.
How do I use a discount code?
Enter the applicable code in the discount field at checkout before completing payment. Checkout automatically verifies the customer, market, product, minimum-purchase, and usage requirements.
What is the current first-order offer?
- Canada: New customers can save 15% on an eligible first order of $90 CAD or more with code META15.
- United States: New customers can save 15% on an eligible first order of $75 USD or more with code META15USD.
Offers are subject to checkout eligibility, usage limits, and applicable conditions. Promotions can change or end.
Where can I find current promotional products?
Visit Discover Weekly Picks for the current rotating selection and displayed promotional pricing.
Products
Where do the products come from?
Products come from independent brand partners connected through Shopify Collective. Product details, ingredients, materials, sizes, directions, warnings, and other available information are provided on the relevant product page.
Are products shipped by MacroPanora?
Products are shipped directly by the applicable brand partner. MacroPanora remains your retailer and point of contact for order questions, shipping support, returns, and refunds.
Do you restock unavailable products?
Inventory is managed by each supplying brand and can change. If an item is unavailable, check back later or browse another product in the same collection.
Is wellness information medical advice?
No. Product information is provided for general informational purposes and is not intended to diagnose, treat, cure, or prevent a disease or medical condition.
Consult an appropriate healthcare professional before using a supplement if you take medication, have a medical condition, are pregnant or nursing, have allergies, or are uncertain whether a product is appropriate for you.
Privacy and Security
How is my payment information protected?
Checkout and payment processing are provided through Shopify and the applicable payment provider. MacroPanora does not directly store complete payment-card numbers.
How is my personal information handled?
Our collection, use, and disclosure of personal information are described in the Privacy Policy.
Contact MacroPanora
How can I contact you?
Email: info@macropanora.com
Text/SMS: +1 778 865 6209
Address: 6823 Station Hill Dr., Suite 1203, Burnaby, British Columbia V3N 0A9, Canada
We generally respond within two business days. Full details are available on our Contact page.