Q: Do you accept returns or exchanges?

A: No refunds or exchanges are accepted at this time unless the item you purchased is defective.

Q: What should I do if I receive a defective item?

A: If you receive a defective item, please contact us at help@theskincaresupply.com with details of the product and the defect. To assist you further, we also have an expert contact form where you can ask questions about products you're interested in. Our experienced team will recommend the best product for you.

Q: What happens after I return a defective product?

A: Customers have 30 days from the date of delivery to exchange defective products. Please note that only defective products are eligible for exchange; returns for other reasons are not accepted.

Q: How long does shipping and delivery take?

A: Our current fulfillment time to ship your order is 3–11 business days from the date the order was placed (excluding weekends and statutory holidays).

Q: What happens if there is a Duty Charge on my order?

A: Customer's are required to pay any duties charged upon arrival of their order. If a customer refuses to do so, and the packaging is sent back, the customer will be charged the cost of the return and a 10% restocking fee.

Q: What should I do if I haven’t received my tracking number after 11 business days?

A: If it has been over 11 business days and you still haven’t received your tracking number, our team will be happy to assist you in locating it. To help us resolve your inquiry efficiently, please provide the following details:

• Customer Name
• Order Number
• Order Date

Q: Are electronic products shipped outside of Canada refundable or exchangeable?

A: Electronic products shipped outside of Canada are considered final sale and are not eligible for refunds or exchanges. Please review all product details carefully before completing your purchase to ensure it meets your needs.

Important Notes:

• No refunds or exchanges will be issued for electronic products shipped to outside Canada.
• If you experience issues with a product purchased within Canada, please contact our support team for assistance.