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Customer support

MR FOG FAQ

1 Ordering
1.1 How can I cancel my order?

If the order is submitted and the payment processed it cannot be canceled once the tracking information has been generated. To cancel an order, please contact the customer support team as soon as possible and allow 24 business hours for the request to be processed.

1.2 How can I track my order?

Once your order ships, you will receive a status change email with your tracking details. ( in case you didn't get it, please allow 24 business hours before receiving your tracking details).

Please note: your order confirmation email is sent immediately after your purchase, which is different from your change of status email.
Your tracking information is also available on your my account page. You can see the status of your order and tracking information.
To get more information on your delivery, use the UPS website, or contact them to get more details about the package status.

1.3 When will I get my order?

Our standard shipping carrier is UPS. Standard shipping usually takes 2-4 business days and is free for all orders over $100 CAD (Canadian dollars).

We ship Monday through Friday, with all orders placed before 2:00 PM CT (Monday- Thursday) that might be shipped on the same day. Orders placed after 3:00 PM PST will ship the next business day. Shipping estimates do not include the time it takes to process the order, which can take up to 24 hours.

*Delivery dates are only estimates provided by the carrier and may be affected by weather, national holidays, and some geographic locations.

2 Return
2.1 Can I return my product for a refund? How?

Refunds are available only for new and unused devices within 14 business days of delivery from mrfog.com. If you need to return an order purchased on our site, please contact Customer Support with your order numbers.

2.2 Return Item purchased from a diferent store?

Products purchased at a retail store are subject to the retailer's return policy. Please inquire with your retail store about their return policy before you purchase. Not all retailers accept returns. If you believe your device was defective refer to the seller where you purchased it.

3 Accounts
3.1 How do I get wholesale account?

We have a wholesale division handling retailers and wholesalers, you can fill up a Distributors form, by navigating to the Distributors page in the main menu, a sales representative will contact you very soon to go further with pricing, shipping, and account setup.

4 Payment
5 Shipping
5.1 Incomplete or Incorrect Address Submissions

Please review your shipping address carefully when placing an order. Errors in the shipping address will cause delays in transit times or returned orders. We will refund the order (less shipping fee) when it is returned to us by UPS.

5.2 Is there any shipping limitations?

Referring to the carrier shipping limitations, UPS cannot deliver to:
- Government Restricted areas.
- Army Bases.
- P.O. Boxes

5.3 Shipping Charge Estimates

For online orders, you’ll be able to choose the shipping carrier during the checkout process. Please keep in mind the following factors:
 - 24 Hour processing time
 - Size
 - Shipping location
 - Special shipping instruction
 - Residential vs. Business Address
 - Hazardous materials (Batteries)

Our shipping charges include insurance and we take responsibility for orders which are shipped by us using our shipping accounts. Every order shipped domestically is insured. If you have any questions in regards to insurance please contact our customer service.

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Free shipping

For orders above +C$100

Free returns

Within 30 days

Customer satisfaction

Over 10.000 customers