Mackage Customer Service: professional guide and practical details
Mackage is a Canadian outerwear brand founded in 1999 by Eran Elfassy and Elisa Dahan. Over 25 years the company has focused on premium materials, technical construction and fashion-led silhouettes; typical retail price for a men’s or women’s leather or down coat ranges from about USD 400 to USD 1,500 depending on model and season. Because Mackage products are positioned at the premium end of the market, their customer-service expectations center on repair capability, clear warranty coverage and fast, trackable returns.
This guide explains how Mackage customer service works in practice: where to get help (online and in-store), what information speeds resolution, how repairs and warranties are handled, shipping and return timelines, and practical tips for reducing downtime. Wherever possible I include specific, actionable numbers and timelines you can rely on when contacting support or using the repair service.
How to contact Mackage customer service
The primary portal for support is the official website: https://www.mackage.com. The site contains an order-status page, a returns portal, and a repair submission form. As of 2025 the public-facing support hours for live chat and phone assistance are commonly listed as Monday–Friday, 09:00–18:00 EST; weekend response is typically by email only. For issues that require faster handling, start with the online chat (where available) or the repair request form so a ticket number is generated immediately.
When you contact Mackage—whether by chat, email or the online form—prepare the following details. This reduces back-and-forth and reduces resolution time from days to hours in many cases.
- Order number and purchase date (e.g., ORD1234567, purchased 2024-11-02). If bought at a retailer, provide the retailer name and receipt scan.
- Product style code and color, which appear on the inside tag (e.g., Style: M-1234, Color: Black). Include SKU or barcode photo when possible.
- High-resolution photos of the issue (close-ups of stitching, zipper, label) and a short video if the defect is mechanical (e.g., zipper misaligns).
- Your full contact details (name, shipping address, phone with country code) and preferred resolution (repair, replacement, refund).
Returns, exchanges and refund procedure
Mackage’s online return policies are implemented through the returns portal on mackage.com. The common e-commerce standard for luxury outerwear is a 14–30 day return window; many Mackage seasonal collections allow returns within 30 days of delivery if the item is unworn, unaltered and includes original tags and packaging. Returns started outside that window will typically be evaluated case-by-case and may qualify only for store credit.
Practical mechanics: initiate a return through your online account or the order page. Expect to receive a prepaid return label for domestic (U.S./Canada) returns in most cases; international returns often use a customer-paid label and reimbursements occur after inspection. Refunds are usually processed within 5–10 business days after the warehouse receives and inspects the item; the time for the credit to appear on your card depends on the issuing bank (often 3–10 additional business days).
Warranty, repairs and typical costs
Mackage provides a limited warranty on manufacturing defects; for many outerwear brands this warranty period is commonly 12 months from the date of purchase. The warranty covers workmanship and material faults but does not typically cover normal wear-and-tear, damage from improper care, or accidental damage. If a defect is covered, Mackage will usually repair the item at no charge or offer a replacement when repair is not feasible.
For out-of-warranty repairs or alterations, Mackage operates repair services with turnaround times that vary by workload and geography. Typical repair lead times are 2–8 weeks from receipt, with domestic repairs toward the faster end (2–4 weeks) and international repairs toward the longer end (6–8 weeks). Always ask for an estimated completion date and a ticket number when you submit a repair.
- Common repair price ranges (industry benchmarks and typical Mackage workshop quotes): zipper replacement USD 60–180; seam/stitch repair USD 40–120; leather patch/repair USD 100–300; down refill or re-baffling USD 80–200. Exact quotes are provided after workshop assessment.
Shipping, tracking and international orders
Mackage ships via major carriers (DHL, UPS, FedEx, Canada Post depending on origin and destination). Domestic standard shipping is typically 3–7 business days; expedited options (2 business days) are often available at checkout for an extra fee. International delivery commonly ranges 7–21 business days depending on customs clearance and the selected service level.
Important: international buyers are usually responsible for customs duties and VAT. Mackage sometimes offers Delivered Duty Paid (DDP) at checkout for specific markets; if DDP is not selected, duties are collected at import and can add 5–30% to the landed cost depending on country and tariff codes. Always check the customs estimate at checkout and ask support for a pre-shipment duties estimate if needed.
Mackage operates both factory-authorized repair centers and retail stores that can handle minor adjustments. If you bought your piece at an authorized retailer, the retailer can often initiate a warranty claim on your behalf—this speeds inspection and repair authorization. Use the store-locator on mackage.com to find the nearest authorized boutique or department-store partner.
For in-person visits, call ahead to confirm the store can accept repairs and to ask whether they can provide a loaner or temporary solution (for example, a protective sleeve while your coat is in for repair). If you are near Montreal (corporate headquarters city) or major fashion hubs such as New York or Toronto, expect faster options and a wider range of on-site services.
Practical tips to get the fastest, most favorable resolution
When seeking service, documentation is your strongest tool: keep receipts, take timestamped photos when damage occurs, and log all support interactions (dates, agent names, ticket numbers). For repairs, request a written estimate before authorization; many disputes are avoided when cost, scope and turnaround are documented in writing.
If your issue is urgent (e.g., a damaged zipper days before travel), explain your timeline to the agent and ask if an expedited repair or temporary replacement is possible—retailers and repair centers sometimes prioritize limited cases for a fee. For escalations, politely request to speak to a service manager and provide the ticket number and a concise chronology of events; escalation often reduces turnarounds by 20–50% compared with a standard queue.
