FAQ - Common Customer Questions

Shipping fees are calculated at checkout based on your location and the weight of your order.

We offer free shipping on orders over $79 pre-tax within Canada, over $149 pre-tax to the USA, and over $199 pre-tax to the Canadian territories of Northwest Territories, Yukon, and Nunavut.

Orders placed after 7PM on Friday will be processed the following Monday, except during holidays.

Our warehouse operates on a schedule where Canada Post collects parcels every Monday, Wednesday, and Friday mornings. Pickup schedules for other couriers may vary, with some offering same-day pickup and others the following business day.

Delivery times vary depending on your location. Once your order is shipped, you will receive a tracking number to monitor its progress.

We primarily use Canada Post for expedited parcels and ICS Courier for free shipping. However, depending on your location and the nature of the order, we may use other reliable courier services.

We only ship smaller, expedited orders to PO Boxes or community mailboxes. Larger items must be sent to a residential or business address.

Orders can be canceled before they are processed and shipped. Once an order has been picked up by the courier, it cannot be canceled. Please contact us as soon as possible if you wish to cancel your order.

If your order has not yet been processed, we may be able to update the shipping address. Please contact us immediately with your order number and the new address.

Once your order is shipped, you will receive an email with a tracking number and a link to track your package.

Orders shipped within Canada are subject to applicable taxes. For orders to the USA, duties and taxes may apply depending on your local customs regulations. Customers are responsible for any additional charges incurred.

Currently, we ship only within Canada and the USA, inhabited territories unincluded. We do not offer international shipping beyond these countries.

Please double-check the tracking information and confirm the package has been delivered to your community mailbox or the designated location. Often, the package may be left in a secure spot that’s not immediately visible.

If you still cannot locate your package after reviewing the tracking details and delivery photo, please contact us, and we’ll assist you further.

Packages returned due to incorrect, incomplete, or undeliverable addresses and returns due to non-pickups may incur additional fees for re-delivery. If a refund is requested, all incurred transit costs, including original shipping, return shipping, and applicable taxes, will be deducted from the refund amount.

Please ensure your shipping information is correct and you check your tracking consistently to avoid delays or additional fees.

If an item is missing from your package, please contact us within 7 days of receiving your order. Provide your order number and details of the missing item, and we will investigate the issue.

If you receive a damaged item, please contact us within 7 days of receiving your order. Provide your order number and photos of the damaged item, and we will assist you.

We only accept returns or exchanges for items that are unopened, unused, and fall outside of hygienic categories. For hygiene and safety reasons, the following items are strictly non-returnable and non-exchangeable under any circumstance: Skincare & Cosmetics, Beauty Accessories & Tools, Clothing & Slippers, Food & Snacks, Hair & Body Care.

All sale and discounted items are final sale and cannot be returned or exchanged.

Please contact us within 7 days of receiving your order, providing your order number and the reason for the return or exchange. If the product is eligible for return or exchange, we will provide instructions on how to proceed.

Yes, you will be responsible for the return shipping costs. We recommend using a tracked shipping service to ensure the item reaches us safely.

Refunds will be issued for the item(s) returned, minus the original shipping fees and return shipping costs.

Depending on your method of payment, your refund will take 4-14 business days to be reflected in your bank statement.

Exchanges and returns for in-store purchases are subject to the in-store return policy.

Returns are only accepted for unopened, non-hygienic items with a clear quality issue. You must contact us within 7 days of receiving your order and provide a valid receipt or membership purchase record.

Shipping fees are non-refundable once tracking is generated, and customers are fully responsible for return shipping costs.