FAQs

Packages are shipped Monday to Friday, not including Federal and Provincial statutory holidays. Shipping usually takes 2-3 business days within Alberta and 4-10 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.

Orders are fulfilled and shipped with love from Calgary, Alberta

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 at 1 (866) 607-6301 or UPS at (800) PICK-UPS
3. Once the courier has been contacted, please email us so we can open a service ticket.
4. If the courier confirms the parcel is lost, we will resend your package.

Upon receipt of your return, our dedicated staff meticulously inspects the item for suitability. You will receive an email notification upon the receipt of the product. Denied refund requests will be accompanied by a detailed explanation. Approved refunds may take approximately 2 weeks to process, and you will receive an email confirmation once the process is complete. Please note that your financial institution or credit card company may require additional time to reflect the transaction.  

A packing slip is not necessary if you use the prepaid return label. Please return items with the manufacturer’s product box and Dermshop packaging if available. In the absence of original packaging, utilize a well-padded envelope or box to prevent damage during transit. Ship your return via Canada Post, and you will receive an email confirmation upon the receipt and processing of your return.  

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 $150 (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.

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 $150

You'll receive an email reminder before each scheduled order and payment. To modify, update or cancel your subscription(s), log in to your Dermshop account. If you have trouble accessing your subscription, click here to manage your orders.

If you need us to cancel an order on your behalf, please submit your request with a minimum of 24 hours' notice before the next scheduled order. Once processed, all sales are final.

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. 

If a product in your subscription is out of stock, your delivery will be paused until the item is available again.

AlumierMD ships across Canada to residential and business addresses – P.O. boxes are not accepted. 

Orders are typically processed within 1-2 business days, excluding holidays. Once shipped, you’ll receive a confirmation email with your order tracking details.  

Enjoy free ground shipping on all orders over $75.00. For orders under $75.00, standard ground shipping is $7.95, or $19.95 for express delivery. 

To track your AlumierMD order, please log into your account and view your Order History. If you have a tracking number, enter that information directly on the FedEx online tracking system. 

To learn more about AlumierMD’s products and ingredients, how to order online, and details about shipping and returns, please visit their website’s FAQ page.

If you received a product that is damaged, leaking, or incorrect, please email help@alumiermd.ca with: 

• Your order number 
• Product name and size 
• A brief description of the issue  

Their customer service team will review your request and advise on the next steps for a replacement or credit.

Since AlumierMD products are purchased through our official partnership with AlumierMD, all returns are handled directly through their support team.  

To request a return, please email help@alumiermd.ca with the following details: 

• Order number 
• Name 
• Email used for the order 
• Product(s) you wish to return 
• Reason for return 

Make sure to include your proof of purchase. Please note that original shipping fees aren’t refunded and return shipping costs aren’t covered.  

*Read AlumierMD’s extended Return and Exchange Policy for the Full Terms and Conditions.