Frequently asked questions

Yes. You need a Mopawo account to place an order so we can keep you updated on delivery, handle returns, and protect your payment.

Set your location from the top of the page, then use Browse. Products and stores are shown for the city you're shopping in.

Yes. Your cart shows the item total, GST/HST where applicable, delivery, and any processing fee before you confirm payment.

Some vendors prepare items only after you order. These are marked with a made-to-order badge, may require a lead time before the earliest delivery date, and can carry a minimum number of servings.

Yes, where the vendor offers it. You can choose options such as size, colour, flavour, an inscription message, and paid add-ons before adding the item to your cart, and you can edit add-ons again in the cart.

Made-to-order items need preparation time, so the vendor's lead time blocks the earliest dates. A delivery or pickup date must be chosen before payment.

Vendors can set the days a product is made or sold, and set their store opening hours. Orders are blocked while the store is closed or outside the product's availability schedule.

Yes. Quantities and add-ons accept typed numbers, so you can enter an exact head count. Some vendors price per person, per serving, or per tray, and larger quantities can unlock tiered pricing.

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.

Open My Purchases from your account. Each order has a full timeline, delivery tracking, and receipts.

Yes. Every storefront has a search field, and category counts update as you type so you can find an item quickly.

Yes. Use lists to save products you want to come back to, and share a list with someone else using its link.

Yes. Vendor and platform promo codes are entered in the cart before payment, and the discount is shown in your total.

Yes. After an order is delivered or completed you can leave a rating and review for the vendor, and for the courier where a delivery was made.

Vendors can promote a store or product through Mopawo ads. Sponsored placements are always labelled and never change the price you pay.

Open a venue store, pick a space, then choose the date and time slot you want. You can add several slots and several spaces from the same venue to one booking cart.

Yes. Each slot keeps its own date and time, and your cart and order summary list every slot separately with its own fee.

Add-ons such as packages, equipment, or catering extras are attached to the specific slot you booked, so you can see and remove them per slot.

Yes, where the venue offers staffing. Choose the role or service you need, the number of staff, and the hours, per slot. Some roles have a minimum number of booked hours, shown next to the selector.

Staff capacity is held per venue, per date, and per slot. If a role is fully booked at that time you'll be told how many remain free so you can pick another time.

Venue spaces can be booked up to a year in advance. Event availability calendars show blocked dates and remaining capacity.

Yes. Anything you added can be removed from the cart, and the held space or staff capacity is released straight away for other customers.

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.

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.

If the vendor offers self-pickup, you'll see the option at checkout and can confirm pickup from the order page.

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.

Delivery is quoted from the driving distance between the store and your address, so the fee reflects the real route rather than a straight line.

Distances are measured from your current location. If you allow location access, they refresh as you move; you can also set your city manually from the location bar.

Yes, as long as they can accept it at the delivery address. Couriers capture proof of delivery, which you can view on the order page.

Yes. Use Order courier at the top of the page to send a parcel, food, groceries, documents, a gift, or a shopping return between two addresses. You need an account, a verified ID, and a saved card.

Enter the pickup and drop-off street and city and the price appears automatically. The quote is based on the driving route, with a minimum fare for the trip.

Names and phone numbers for both ends, a description of what the courier is picking up, and your confirmation of the terms. The form lists anything still missing.

Yes. Add a second drop-off and both stops are priced together as one trip, so it usually costs less than booking twice.

Cash, weapons, drugs, hazardous goods, live animals, and anything unlawful. Couriers can refuse an item at collection if it doesn't match what you described.

Declare the value honestly. High-value items travel at your own risk, so pack them well and consider your own insurance — Mopawo is not an insurer.

It shows approximate courier activity around your pickup address, not your phone's location. Positions are blurred on purpose, so exact courier locations are never shown.

Your saved card is held when you confirm and charged for the trip. If you remove your only card you won't be able to book until you add another.

Payments are taken securely by card at checkout. Mopawo never stores your full card details.

Item prices, any add-ons or staffing you selected, delivery where applicable, GST/HST, and a payment processing fee. Everything is itemised before you confirm.

Yes. For made-to-order and event work the vendor may receive part of the payment as a production advance, with the balance released after fulfilment.

Unpaid orders expire after a short window so stock and booked slots are released. Start again from your cart, and check with your bank if a card is repeatedly declined.

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, so vendors cannot shorten or extend it.

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.

Custom made-to-order items are generally final sale once production starts, and venue bookings and event staffing follow the vendor's cancellation terms shown at checkout. Contact the vendor or support if plans change.

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.

Create an account, complete your profile, then choose Become a vendor. See the full walkthrough on our Become a vendor page.

Everyday retail stores, made-to-order stores for custom items, and venue stores for spaces booked by date and time slot. Store and product forms only show the extra fields your store type needs.

Earnings sit in your Pending balance during the hold period (currently about one day after handover or delivery), then move to Available and transfer automatically to your connected bank account. There is no manual withdrawal step, and production advances release part of a made-to-order payment up front.

Yes. Set open days and opening and closing times for the store, which appear in your storefront footer and block online orders while you're closed. Individual products can also be limited to specific weekdays or date ranges.

Enter the net amount you want to keep and the system calculates the customer price, including processing and platform fees. Use the suggested price with one click, and it updates automatically when an admin turns commission on or off.

Set hourly rates per role or service at the store level, and products inherit them unless you override. You can cap how many staff are available per time slot so no role is overbooked.

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.

Yes. The optional In-store gives you a point of sale for in-store and cash sales with shared inventory. It is a monthly add-on and can be subscribed to on its own if you are on a commission plan.

Yes. Canadian vendors can pay by card or PAD/ACSS bank debit. PAD carries a lower processing fee than card.

Yes, from your vendor dashboard. Your display name is separate from your legal business name, which stays as registered.

Yes. Stores can be kept as a draft, paused, or archived from your dashboard, so customers only see them when you're ready.

Yes. Government-issued ID verification must be completed before your payout account can be set up and before you can receive money.

Yes. Invite team members by email from the vendor dashboard, subject to the seats in your plan. Team members can be given access to orders, products, and the In-store tool.

Yes. Multiple stores can sit under one vendor account, and products can be copied between them.

Buy an ad placement from the vendor dashboard: a home hero banner, a sponsored product listing, or a sponsored store in a category. Placements are reviewed before they go live.

Yes. From Vendor → Deliveries you can book a standalone courier request with live pricing. Add the recipient's name, phone, and address (saved recipients make repeat drops one tap), describe the package with photos, and add several recipients for a multi-drop trip. You can also choose a collection address other than your store.

A 4-digit code shown on the request. Give it to the courier at handover to confirm collection — the job can't be picked up without it, and the verification time is recorded on the request card.

Yes. Add a card in Vendor → Billing and it is charged automatically for standalone courier requests, so you skip checkout. Cards are held securely by our payment provider and can be changed or removed anytime.

Yes. Copy the tracking link from the order or request and send it to your customer; they can follow the delivery without an account.

You've reached the product limit of your plan. Upgrade your plan or buy an extra product capacity block from billing.

A completed profile with a Canadian address and phone, government-issued photo ID for verification, accurate vehicle details, and a Canadian bank account for payouts.

Completed deliveries move to your available balance after a short hold, and you withdraw to your connected bank account from the courier dashboard.

No. Venue and event bookings are fulfilled at the venue by the vendor and their staff, so they never appear as courier jobs.

Yes. Both roles can be added to the same account from your account page.

Go online from the courier dashboard. Offers nearby are sent to you with a countdown, and you can accept, navigate, chat, and capture proof of delivery in the app.

Yes, if push notifications are enabled and the app is installed to your home screen. Offers alert repeatedly with sound and vibration while the countdown runs. On Android you can accept or decline straight from the notification, including on the lock screen; on iPhone, add Mopawo to your Home Screen from Safari first, then tap the notification to open the offer.

Some deliveries, including vendor-booked standalone requests, carry a 4-digit code. Enter the code the sender gives you at collection to confirm pickup.

Deliveries a vendor books for a sale made outside the marketplace. The pickup may be a store or a different collection address, a package description and photos are attached, and one request can include several drops on the same trip.

We remind you before the expiry date. If a document lapses, offers pause until you upload a valid replacement and it's approved — you won't need to redo identity verification.

Use the unable-to-deliver or report-incident options on the delivery. The order is flagged as an exception and our team steps in.

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.

Yes. You can enrol an authenticator app from your account security settings. It's required for platform administrators.

Yes. On Android, use the install prompt or your browser's Install app option. On iPhone or iPad, open Mopawo in Safari, tap Share, then Add to Home Screen.

Turn on push notifications from your account to get order, delivery, and booking updates. Email notifications can be unsubscribed from any message.

Use the Report link on the item or store page. Reports require you to be signed in so our team can follow up with you.

Yes. Contact us and we'll close your account and remove your personal data, keeping only records we're legally required to retain.

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.