SHIPPING POLICY

Last updated: October 2026

Thanks for shopping with My Therapist Knows About You (MTKAY). We know waiting for a package is basically an exercise in emotional regulation, so here’s everything you need to know about when your order will ship and what happens after it leaves us.

Processing Times

Orders are typically processed and shipped within 3–5 business days.

During launches, sales, holidays, or particularly chaotic periods of internet shopping, processing may take a little longer. We’ll do our best to get your order out as quickly as possible.

Business days do not include weekends or statutory holidays.

Please note that processing time is separate from shipping/transit time.

Shipping Rates & Delivery Estimates

Shipping rates and available delivery options are calculated at checkout based on your order and delivery location.

Once your order has shipped, delivery times depend on the shipping carrier, destination, and shipping method selected at checkout.

Any delivery dates shown at checkout are estimates, not guarantees. Carrier delays, weather, customs, and other circumstances outside our control can occasionally affect delivery times.

We wish we controlled the postal system. We absolutely do not.

Tracking Your Order

When your order ships, you’ll receive a shipping confirmation email with tracking information when tracking is available for your selected shipping method.

Please allow up to 48 hours for tracking information to update after you receive your shipping confirmation.

Incorrect Shipping Addresses

Please double-check your shipping address before submitting your order.

If you notice an error, contact us as soon as possible. If your order has not yet shipped, we’ll do our best to update the address.

Once an order has been shipped, we cannot guarantee that the address can be changed or the package redirected.

Orders returned to us because of an incorrect or incomplete address may require additional shipping charges to be resent.

Lost, Delayed or Missing Packages

If your tracking information shows that your package is still in transit but appears delayed, please allow a little extra time, especially during holidays, severe weather, or other high-volume shipping periods.

If your package appears to be lost, please contact us and we’ll help you determine the next steps with the carrier.

If tracking shows your package as delivered but you can’t find it, please:

• Check around your property, mailbox, parcel locker, concierge/front desk, or other safe delivery locations.

• Check with household members or neighbours who may have accepted the package.

• Allow 24–48 hours, as some carriers occasionally mark packages delivered shortly before they actually arrive.

• Contact the shipping carrier using your tracking number.

If you still can’t locate your package, contact us and we’ll do our best to help.

MTKAY is not responsible for packages that are lost or stolen after confirmed delivery, but please reach out anyway. We’re not monsters.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you received the wrong item, please contact us within 7 days of delivery.

Include your order number and clear photos of the item and packaging so we can make it right.

Please do not return damaged or incorrect merchandise before contacting us.

International Shipping

International shipping may be available to select destinations.

International orders may be subject to customs duties, taxes, import fees, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer and are not included in the product or shipping price paid to MTKAY.

Customs processing may also cause delivery delays that are outside our control.

Returned-to-Sender Packages

If a package is returned to us because it was refused, unclaimed, or had an incorrect/incomplete address, we’ll contact you once we receive it.

Additional shipping charges may apply if you would like the order resent.

Preorders & Made-to-Order Items

If an item is listed as a preorder or made-to-order product, its estimated processing or shipping timeline will be included on the product page.

If your order contains both ready-to-ship and preorder/made-to-order products, your items may ship together once the full order is ready unless otherwise stated.

Questions?

Something weird happening with your package?

Reach out through our website or contact us at hello@mytherapistknows.com with your order number.

We’ll help you figure it out.

My Therapist Knows About You (MTKAY)
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