FAQ/Help Center
FAQ
Orders & Account
1) Do I need an account to order?
No. You can check out as a guest. Creating an account makes it easier to view orders, tracking, and returns.
2) Where can I find my order and tracking?
After your order ships, you’ll receive a shipping confirmation email with a tracking number. You can also log into your customer account and view tracking in Orders.
3) I made a mistake in my address. What should I do?
Contact us as soon as possible at support@bmai.ca with your order number and the correct address. If the order has already entered fulfillment or shipped, we may not be able to change the address.
Cancellations
4) How do I cancel an order?
If your order has not entered fulfillment yet (not packed, no label created, not handed to the carrier), you can cancel it from your customer account (or the Shop App, if available):
Account → Orders → Select order → Cancel
Once cancellation is confirmed, the refund is issued automatically to the original payment method (bank posting time may vary).
5) Why don’t I see the “Cancel” option?
If you don’t see Cancel, your order may have already entered fulfillment/shipment (packed/label created/handed to carrier). In that case, cancellation is not available. Please wait for delivery and request a return if eligible.
Shipping & Delivery
6) Where do you ship?
We currently ship within Canada only.
7) How long does shipping take?
Delivery times shown at checkout are estimates and may vary due to carrier delays, weather, holidays, or remote locations.
8) My tracking hasn’t updated / delivery is delayed. What now?
Please share your order number. We can assist by checking tracking and, when appropriate, initiating a carrier investigation.
9) Tracking says “Delivered” but I didn’t receive it.
Please check the delivery address, and confirm if anyone else (family/concierge/mailroom) may have received it. If it’s still missing, contact us with your order number and we’ll assist with the carrier investigation as appropriate.
10) Do you cover lost or damaged packages?
If a shipment is confirmed lost or there is significant delay, we will work with the carrier to investigate and provide a resolution as appropriate and as required by applicable law.
If an item arrives damaged, please contact us within 7 days of delivery with photos of the shipping label, outer packaging, and the item.
Returns & Refunds
11) When can I request a return?
Returns can be requested after the order is marked Delivered, typically within 30 days of delivery (subject to eligibility and review).
12) How do I request a return?
Log into your account → Orders → select the Delivered order → click Request return and follow the prompts.
13) Is my return automatically approved?
No. Submitting a request does not mean it is automatically approved. We review return requests based on our policy and item condition.
14) What items are eligible for return?
Eligible items must be unworn/unused, and in original packaging with tags where applicable. Items showing signs of wear/use may be refused.
15) Who pays for return shipping?
For preference-based returns (size/preference), return shipping is typically paid by the customer. If the return is due to our error (defective/incorrect item), we will provide an appropriate resolution after verification.
16) How long do refunds take?
Once we receive and inspect your return, we typically inspect within 3 business days. If approved, refunds are usually issued within 10 business days to the original payment method (bank posting time may vary).
Size & Product Questions
17) How do I choose my size?
Sizing note: Each product has its own Size Chart on the product page — please refer to the Size Chart for the specific item you’re purchasing.
Please refer to the Size Chart on the product page. If you’re between sizes, choose based on your fit preference.
18) Can I return shoes if I tried them on?
Please keep items unworn/unused and free of signs of wear (especially outdoors). Returns are subject to review and approval.
Taxes & Payments
19) What payment methods do you accept?
We accept the payment methods shown at checkout (availability may vary).
20) How are taxes calculated?
Taxes are calculated and shown at checkout based on your shipping address and applicable regulations.
Contact
21) How do I reach support?
Email support@bmai.ca with your order number for fastest help.