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Shipping & Return Policy

Shipping & Return Policy

SHIPPING 


Delivery times for a product held in our inventory vary from 2 to 10 business days following the date of the first confirmation notice sent to the customer. In the event that any portion of your order or your entire order is temporarily unavailable, we will contact you to verify whether the order should be cancelled (including a full refund of the total amount) or simply postponed. We are committed to complete customer satisfaction and will make every effort to make sure your needs are met.

If you change your mind about an order, we cannot, unfortunately, allow you to cancel or exercise your right to withdraw if :

  • Immediately inform the delivery person before signing the delivery slip

  • Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)

  • Ask the delivery person to open the package to see if any products are missing or damaged

Each refund request must be assessed by our customer service department on a case-by-case basis.

Any potential shipping delays attributable to shipping companies do not give the customer the right to claim damages and interest. If one or more of the products is missing, defective or damaged, you must inform the shipping company at the time of delivery. If the item is deemed missing, contact our customer service department with your online order number and product references or a description of the missing item listed on your invoice within 5 days of accepting the delivery. Strikes, accidents, theft, exhausted inventory and fires are considered force majeure and will release Project Skin MD from its obligation to deliver.

REDUCE THE RISK OF ERROR!

We recommend that you retain your order confirmation number so that you can refer to it at the time of delivery. This will allow you to validate if the number of packages received corresponds to the number of packages specified on the shipper’s delivery slip.

PROOF OF IDENTITY AND/OR REQUIRED SIGNATURE 

Packages over $500 will require a signature upon reception with a valid ID to prove identity.

SHIPPING COSTS AND DELIVERY TIMES

Shipping/delivery applies to Canada only.
The applicable shipping fee is based on weight of your order and covers the entire Canadian territory.

Project Skin MD reserves the right to charge an additional fee for any remote destination that may incur a higher than normal shipping fee. If a higher shipping fee is applicable, we will contact you.

We primarily use Canada Post to ship our products. Delivery times are from 5 to 10 days.

ORDER TREATMENT

Project Skin MD is committed to processing each order in a personalized manner and to fulfilling each order as quickly as possible. Our online boutique is operational at all times, Monday to Friday, except on the following statutory holidays:

  • January 1 and 2
  • BC Family Day (3rd Monday of February)
  • Good Friday (Friday preceding Easter Sunday)
  • Victoria Day (Last Monday preceding May 25th)
  • Canada Day (July 1)
  • BC Day (1st Monday of August)
  • Labour Day (1st Monday in September)
  • Thanksgiving (Second Monday in October)
  • Remembrance Day (November 11th)
  • Christmas Day (December 25)

For all orders, delivery (shipping) takes place on working days, i.e., Monday to Friday, excluding Saturday and Sunday. When processing your order, the Project Skin MD sales team may need to contact you by email. It is your responsibility to pay close attention to and verify any emails you receive. They may contain important information about your order. Additionally, and for various other order-related reasons, a member of the Project Skin MD sales team may also need to contact you sooner by telephone.

DAMAGE DURING SHIPPING

At the time of delivery, if your package seems damaged :

  • Immediately inform the delivery person before signing the delivery slip

  • Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)

  • Ask the delivery person to open the package to see if any products are missing or damaged

ABSENT DURING DELIVERY

If you are absent during delivery, Canada Post will leave a delivery notice card. This card will inform you of the missed delivery date and list the nearest pickup location to your shipping address. Canada Post offers a package hold service for 15 days after the date indicated on your delivery notice card.

MISSING ITEMS

If you discover that a product(s) is missing after delivery of your package has taken place, please contact us at [email protected] within 5 days of delivery, specifying:

  • Your online order number
  • Item references or a description of the missing products listed on your invoice

 

RETURNS

Did something go wrong with your order? Did you order or receive the wrong products by mistake?  Don't worry, we got your back. Be sure to contact us within 72h of receiving your order so we can address these issues promptly. Be aware that any returned product must be unopened and undamaged for a full refund. Please contact us by email at [email protected] or by phone at +1.604.732.0800 for the next steps of the return procedures.

If you are experiencing an usual skin reaction following the use of the products, we ask that you contact us immediately so we can discuss what might be causing the irritation and offer solutions. 

When in doubt, we recommend to contact us by email at [email protected] or by phone at +1.604.732.0800 to discuss any of these issues further.

 

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