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 info@dermshop.ca.
Shipping
How much does shipping cost?
We offer Canada-wide shipping. Enjoy FREE shipping on orders of $125 or more (before taxes and after discounts have been applied). All orders are shipped via Canada Post, with rates based on total product weight and destination.
*Please note: Once an order has been processed, we're unable to make any changes or adjustments. Thank you for your understanding!
How long does shipping usually take?
Packages are shipped Monday to Friday, not including Federal and Provincial statutory holidays. Free shipping usually takes 2-3 business days within Alberta and 4-6 business days across Canada.
*Please note: 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 Dermshop account.
Where does my package ship from?
Orders are fulfilled and shipped with love from Calgary, Alberta.
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:
- 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.
- If you cannot locate the package, please contact Canada Post at 1 (866) 607-6301.
- Once Canada Post has been contacted, please email us so we can open a service ticket.
- If Canada Post confirms the parcel is lost, dermshop.ca will resend your package and continue investigating with Canada Post.
Subscriptions
How It Works
Subscribe to your favorite products and save 10%! Enjoy the convenience of automatic delivery, ensuring you never run out of skincare essentials. Customize or adjust your delivery schedule anytime to fit your needs. Plus, we offer free shipping on all orders over $125 (before taxes and discounts) within Canada via Canada Post.
By subscribing, you authorize Dermshop to charge your account and preferred payment method for each order during your subscription period. You have full control over your subscription schedule and can manage it directly through your Dermshop account.
*Please note: Subscription items are not eligible for monthly promotional offers or any additional discounts.
Managing Subscriptions
You can easily modify or update your subscriptions by logging into your Dermshop account. If you have trouble accessing your subscription, click here to manage your orders.
*Please note: Skipping an order will adjust future billing dates based on the new order date. The next order will be scheduled according to your original subscription frequency. Please note that shipping fees may apply for orders under $125.
Subscription Confirmation & Cancellation
You'll receive an email reminder before each scheduled order and payment.
To cancel your subscription, please submit your request with a minimum of 24 hours' notice before the next scheduled order. Once processed, all sales are final.
Failed Payments
If a payment fails, you’ll receive an email notification on the scheduled order date. Our system will automatically retry the payment up to 5 times, with two (2) days between each attempt. If all attempts fail, the subscription will be canceled.
Out-of-Stock Items
If a product in your subscription is out of stock, your delivery will be paused until the item is available again.
Returns
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.
Please note that any items listed as final sale, as well as the purchase of gift cards, are non-refundable.
*Read our extended Return and Exchange Policy for the Full Terms and Conditions.
What happens once my item is returned?
Upon receiving your return, our diligent team thoroughly inspects the item. You'll get an email notification confirming receipt. If a refund is denied, we'll provide a detailed explanation. Approved refunds may take around 2 weeks, and you'll receive an email confirmation once the process is complete. Please be aware that your financial institution or credit card company might need extra time to reflect the 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. Return your items via Canada Post, and you'll receive an email confirmation once we receive and process your return.