Shopping & orders
Buying from local vendors on Mopawo.
Do I need an account to order?+
Yes. You need a Mopawo account to place an order so we can keep you updated on delivery, handle returns, and protect your payment.
How do I find vendors near me?+
Set your location from the top of the page, then use Browse. Products and stores are shown for the city you're shopping in.
Are taxes and fees shown before I pay?+
Yes. Your cart shows the item total, GST/HST where applicable, delivery, and any processing fee before you confirm payment.
What is a made-to-order item?+
Some vendors prepare items only after you order. These are marked with a made-to-order badge and may take longer to be handed to a courier.
Can I cancel an order?+
You can cancel while the order is still pending vendor acceptance. Once a vendor has started preparing or a courier has picked it up, contact support instead.
Where do I see my past orders?+
Open My Purchases from your account. Each order has a full timeline, delivery tracking, and receipts.
Delivery & tracking
Getting your order to your door.
How do I track my delivery?+
Open the order and follow the live map and status timeline. You'll also get notifications as the courier picks up and approaches your address.
Can I message the courier?+
Yes. While a delivery is active you can chat with the courier from the order page. Chats close once the delivery is completed, canceled, or returned.
Can I pick up my order myself?+
If the vendor offers self-pickup, you'll see the option at checkout and can confirm pickup from the order page.
What if nobody is home?+
The courier will try to reach you using the in-app chat. If delivery isn't possible, the order is marked as an exception and our team follows up with you.
Returns & refunds
When something isn't right.
How long do I have to request a return?+
Returns can be requested within 3 days of delivery, for items the vendor has marked as returnable and that haven't already been refunded. This window is set by Mopawo and is the same for every vendor — vendors cannot shorten or extend it.
Why is the Request return button disabled?+
That means no item on the order is currently eligible — usually because the order isn't delivered yet, the 3 days return window has passed, or the items are non-returnable.
When do I get my money back?+
Once the vendor or our team approves the return, the refund is issued to your original payment method. Bank processing times vary, typically a few business days.
Selling on Mopawo
For vendors and stores.
How do I start selling?+
Create an account, complete your profile, then choose Become a vendor. See the full walkthrough on our Become a vendor page.
When do I get paid?+
Earnings sit in your Pending balance while an order is in its hold period, then move to Available and transfer automatically to your connected bank account. Made-to-order items use a longer hold.
What do subscription plans include?+
Plans differ by product limits, team seats, and features. You can also buy extra product capacity blocks and drop them again before your next renewal.
Can I pay for my plan by bank debit?+
Yes. Canadian vendors can pay by card or PAD/ACSS bank debit. PAD carries a lower processing fee than card.
Can I change my store's display name?+
Yes, from your vendor dashboard. Your display name is separate from your legal business name, which stays as registered.
Delivering on Mopawo
For couriers.
What do I need to start delivering?+
A completed profile with a Canadian address and phone, government-issued photo ID for verification, a suitable vehicle, and a Canadian bank account for payouts.
How do courier payouts work?+
Completed deliveries move to your available balance after a short hold, and you withdraw to your connected bank account from the courier dashboard.
Can I be both a vendor and a courier?+
Yes. Both roles can be added to the same account from your account page.
Account & security
Signing in and keeping your account safe.
I didn't get my confirmation email.+
Check your spam folder for a message from noreply@mopawo.com. You can request a new link from the sign-in page, or contact us if it still doesn't arrive.
Can I use two-factor authentication?+
Yes. You can enrol an authenticator app from your account security settings. It's required for platform administrators.
How is my personal information handled?+
We only share what's needed to complete your order, and courier phone numbers are masked in chat. See our Privacy Policy for full details.
Still need help?
Our team is happy to help with orders, payouts, or anything else.