COVID-19 FAQS
Are you still open for business?
Yes! We’re able to ship our existing product from our studio as all mail systems are operational in most countries. Please see our product pages to see if your favourite products are in stock. Orders that are in stock will be fulfilled 1-2 days a week based on demand to ensure we are practicing safe social distancing during this time. Any shipping delays once in transit are out of our control as every shipping carrier has their own policies and procedures during this time.
We have shifted our manufacturing to focus on response efforts during this time. We are currently producing non-medical grade cotton masks and other products requested by you and the community. Read more about our community efforts, buy a mask or make a donation here.
How are you ensuring team member safety?
True to our Canadian roots, our employees are ready, willing and able to help, and that’s what we’re doing. Our factory production efforts have shifted to response efforts with limited staff working inside the facility on reduced hours. With a strict health and safety protocol, no more than two people (who have been briefed on these measures) can be inside the facility at a time. These team members drive directly to and from the office from home, will work at opposite ends of the space and will have alternating breaks.
The factory has been thoroughly disinfected and our team is supplied with masks, gloves and the proper commercial grade disinfectants to use upon entering and leaving the facility. Access is limited to only those authorized to enter during this time and is not open to the public with no exceptions. All deliveries will take place outside the common entrance to the building without physical interaction, the remaining staff is working from home.
How are you helping the community right now?
Our team has been focused on how we can best utilize our resources to support you and our community during this time. With the CDC’s recent recommendation of use of cloth face coverings to help slow the spread of COVID-19 our team has shifted our efforts into producing these products at cost for those of you who do not sew.
In addition, with the birthing community being an underserved essential, we are working with local midwives to see how we can best support them through sourcing essential medical products and by producing non-medical grade gowns to attend home visits and births. See how you can help here.
Why is your online store on pre-order?
With the COVID-19 situation evolving our supplies, staff and working environment is changing based on the recommended global guidelines which affect delivery and production timelines. Our ability to stay open and ship may change within 48 hours notice, your pre-order guarantees your will be fulfilled first ahead of the garment order availability being open to the public. It will also help us make just the right amount of undergarments with no waste created and ensures we can continue to meet the demand of our most popular items going forward upon return.
How can I contact someone at Mayana Genevière?
As we’re on limiting staffing right now, email is best so we don’t miss your inquiry. Click here to contact us. Alternatively, we are also open for customer care direct messaging on our website. You can connect with us during reduced business hours of 10 AM- 4 PM EST Monday through Friday.
If you have inquiries about sizing feel free to contact us directly via email, direct messaging via our website or book your virtual fitting appointment here.
Can I come pick-up my order or book a sizing appointment?
We have suspended all in-studio sizing appointments and pickup is not available at this time as we are adhering to the social distancing requirements mandated by the government.
If you do have questions about your sizing, feel free to contact us at customercare@mayanageneviere.com. We offer a complimentary concierge sizing service where we will be able to walk you through the sizing process over the phone or assist you with our custom sizing form. Alternatively we are now offering a virtual sizing option where we can assess you online virtually! Book your virtual fitting appointment here.
Will my return/exchange be processed?
Returns/exchanges are still being processed, thank you in advance for your patience as you keep in mind that we are only able to process them sparingly, given our limited resources and hours. If you are exchanging for a product that is currently not in stock, your new piece will take longer than usual to process as mentioned above in “Are you still open for business?”
You are also free to exchange for a gift card, for a future repurchase.
When will your bralettes, chemise and bodysuit be back in stock in all sizes?
With high demand for our Transcendence Collection, we have placed a re-order for the lace in December 2019. Unfortunately, with the spread of COVID-19 our order has been delayed by 3 months. With the health and safety of our supplier a top priority, our delivery has been further delayed until the estimated date of end of April. We have made some exciting enhancements to the collection you have grown to love and will release those details in due time. In the meantime you can sign up here to get on the pre-order list and be the first to know about the release date.
We would like to acknowledge our suppliers who have been working diligently with us to get back on their feet during this global pandemic, and have been understanding as North America is currently being affected. This situation further highlights how connected we all are.
What’s the difference between pre-order now and the pre-order list?
The Pre-order now button is for garments that have all the supplies in house and only require sewing. We will be able to fulfill these once we are given approval by the government to continue operations. Items available to be pre-ordered now are(i dont know this).
The Pre-order email list is for items that require our custom ordered lace that is scheduled to arrive from our supplier at the end of April. It will also require items to be sewn once the fabric arrives. Those who sign up for our pre-order list will have early VIP access to first orders as well as special early bird pricing. Sign up Now.
