Frequently Asked Questions

Indulge in nourishing skincare products conveniently delivered to your doorstep. Explore comprehensive answers to your shipping, returns, and refund inquiries. Need additional assistance? Reach out to our dedicated customer support team via email at


Shipping Costs

Shipping within Canada costs $15.00. Orders over $125.00 qualify for free shipping.

How long does shipping usually take?

Orders placed before 1 pm, Monday - Friday, are fulfilled and shipped same day. Free shipping usually takes 1 - 2 business days within Alberta and 1 - 3 business days across Canada.

Please note that due to high shipping volumes with Canada Post, some packages may be a bit delayed. For the most up-to-date information, please refer to your tracking number located on your order confirmation or in your Dermshop account profile.

Where does my package ship from?

Orders are fulfilled and shipped with love from Calgary, Alberta.

Who do you ship with?

All orders are shipped with Canada Post via Expedited service speed.

My order says delivered but I can't find the package

If your package is showing as delivered but you are unable to locate the parcel, please follow the below steps:

  1. Click on your tracking number and download the delivery confirmation. This will show exactly where the driver left the package. Some drivers try to hide packages to minimize the chance of theft.
  2. If you cannot locate the package, please contact Canada Post - 1 (866) 607-6301.
  3. Once Canada Post has been contacted, please email us so we can open a service ticket.
  4. If Canada Post confirms the parcel is lost, will resend your package and continue investigating with Canada Post.


What is your Return Policy?

Refunds for products from Dermshop must be requested within 14 days of delivery. For unopened products in resale condition, initiate a return within this timeframe with a valid receipt. The items should be in pristine condition, unopened, in original packaging, unused, and with intact seals. In the case of product defects or allergic reactions, the item must be returned in its original condition, with all original packaging, accompanied by a valid receipt. 

*You can read our extended Return and Exchange Policy for Full Terms and Conditions.  

What happens once my item is returned?

Upon receiving your return, our diligent team thoroughly inspects the item.You'llget an email notification confirming receipt. If a refund is denied,we'llprovide a detailed explanation. Approved refunds may take around 2 weeks, andyou'llreceive an email confirmation once the process is complete. Please be aware that your financial institution or credit card company might need extra time toreflectthe transaction.

No need for a packing slip if you use the prepaid return label. When sending items back, include the manufacturer’s product box and Dermshop packaging if available. If original packaging is unavailable, use a well-padded envelope or box to prevent damage during transit. Ship your return via Canada Post, and rest assured, you'll receive an email confirmation when we get and process your return.

How do you request a refund?

To initiate a return, please click on the link below: