Frequently Asked Questions

Orders & Shipping

Where do you ship?

Everywhere. We ship to Canada, the United States and worldwide (Europe, UK, Australia, Asia, the Middle East and Latin America). Select your country at the top of the site to see prices in your currency and checkout options for your region.

Shipping is free on orders of $50 USD / CAD 70 and up (before tax). Orders below that ship for a flat $15 USD. Every order ships expedited with full tracking — no extra charge for tracking or faster service.

Orders are packed and handed to the carrier within 1–2 business days of payment. Typical delivery times after that:

  • Canada: 2–7 business days
  • United States: 3–9 business days
  • International: 7–21 business days, depending on destination and customs

You'll receive a tracking link the moment your parcel ships.

We ship from Montréal, Canada using the fastest available tracked carrier for your address — Canada Post, UPS, FedEx, DHL or USPS. US deliveries usually hand off to USPS or UPS for the final mile; international parcels travel with the national postal service or an express courier.

As soon as your order ships you'll get a shipping confirmation email with a live tracking link. You can also open the order in your account. If tracking hasn't updated for 5 business days (10 for international), email us at info@skincarelab.ca and we'll investigate with the carrier.

Canada and US orders: no surprises — taxes are calculated at checkout. For other countries, import duties, VAT or handling fees may be charged by your local customs office on delivery and are the customer's responsibility. Many countries have a duty-free threshold for low-value parcels; check with your local customs authority.

Yes, if it hasn't shipped yet. Contact us within 24 hours of placing the order at info@skincarelab.ca with your order number and we'll update the address, swap items or cancel. Once a parcel is with the carrier it can no longer be modified.

A small number of items — aerosol sunscreens, alcohol-based toners and some supplements — are restricted by air-freight or import regulations in certain countries. If a product can't be delivered to your address, it will show as unavailable at checkout. Everything else in the catalog ships worldwide.

Returns & Refunds

You have 15 days after delivery to request a return. Items must be unopened, unused and in their original sealed packaging. Because skincare is a personal-care product, opened or used items can't be returned for hygiene reasons. Sale items and gift cards are final sale. Full details in our Return Policy.

Email info@skincarelab.ca with your order number and the items you'd like to return. We'll approve the request and send the return address and instructions. Please don't ship anything back without approval — unapproved parcels can't be accepted. Return shipping is paid by the customer.

Inspect your parcel on arrival and contact us within 48 hours with your order number and a photo of the issue. We'll send a replacement or refund right away — no need to return the damaged item in most cases.

Once your return is received and inspected we'll confirm approval by email. Refunds go back to your original payment method within 10 business days and include your original shipping cost. Your bank may take a few extra days to post it. Haven't seen it after 15 business days? Let us know.

The fastest way is to return the eligible item for a refund and place a new order for what you'd like instead — that way the replacement ships immediately rather than waiting for the return to arrive. EU customers also benefit from the 14-day cooling-off period for unused items.

Discounts & Rewards

Yes — automatically, no code needed. Orders of $150 USD / CAD 200 and up receive 10–17% off at checkout, with the percentage rising as your cart grows. Stack it with free shipping and rewards points for the best price on multi-product routines. Clinics, estheticians and salons can request a PRO price level at info@skincarelab.ca.

Create a free account and you're enrolled. Earn points on every purchase, plus bonus points for signing up, following us on social and referring friends. Redeem points for up to 20% off your next order. Points never expire while your account is active. Open the Rewards panel at the bottom of any page to see your balance.

Volume discounts apply automatically and stack with free shipping. Rewards points and promo codes are applied at checkout; one code per order. If a code isn't working, check its expiry and minimum order, or email us before completing your purchase — we can't apply discounts retroactively.

Yes. Licensed clinics, medispas, estheticians, dermatology offices and salons can apply for our PRO price level — tiered wholesale pricing on the full catalog, priority stock allocation and a dedicated contact. Email info@skincarelab.ca with your business name, licence and expected monthly volume.

Both. Digital gift cards are delivered by email instantly and never expire. Our Gift Sets collection groups best-selling routines at a bundle price — ideal for birthdays, holidays or a first K-beauty starter kit.

Products & Catalog

Over 3,500 products across K-beauty innovations (PDRN, exosomes, skin boosters, NAD+), clinical serums, retinoids and vitamin C, organic and vegan skincare, sunscreen, sheet masks, body care, hair care, Ayurvedic and clean fragrance. We curate for efficacy: proven actives, sensible concentrations and brands with real clinical results.

100%. We are an authorized retailer sourcing directly from brands and their official distributors in Korea, Europe and North America. Every product is original, fresh-batch and stored in climate-controlled conditions. Skincare Lab is operated by IPL Lab Médispa, a licensed medical-aesthetics clinic in Montréal, so the same standards apply to what we sell online.

Use the Compare button on any product to view up to four side-by-side — actives, concentration, skin type, size and price. Curated collections such as Super Serums, Anti-age Care, Brightening & Renewal and Exosomes & Skin Boosters group products by goal, and our blog explains how to layer PDRN, retinol, vitamin C and other actives. Still unsure? Email us your skin type and concern and we'll recommend a routine.

We buy in small, frequent batches so stock turns over quickly — most products arrive with 18–36 months of shelf life remaining. Everything is kept in a climate-controlled stockroom away from heat and light. Once opened, follow the PAO symbol on the packaging (usually 6–12 months).

Most of the catalog is cruelty-free, and a large share is vegan — use the Vegan Cosmetics collection or the filters on any collection page. Ingredient lists are published on every product page so you can check for fragrance, alcohol, essential oils or specific allergens before you buy.

Keep it simple: cleanse → toner/essence → serum → moisturizer → SPF in the morning. Use vitamin C in the morning and retinol or PDRN at night; start actives 2–3 times a week and build up. Our blog covers layering, ingredient conflicts and step-by-step routines by skin concern.

Click Notify me on the product page and you'll get an email the moment it's restocked. Most K-beauty items return within 2–4 weeks. Need it sooner? Email us — we can often suggest an equivalent from another brand.

Payments & Security

Prices are shown in CAD for Canada and USD for the US and other countries; use the currency selector at the top of the page to switch. You are charged in the currency displayed at checkout. We accept Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay and Shop Pay.

Yes. Checkout runs on Shopify's PCI-DSS Level 1 certified platform with SSL encryption; we never see or store your full card details. Apple Pay, Google Pay and Shop Pay are supported for one-tap checkout.

Prices are shown before tax. Canadian orders are charged GST/HST and applicable provincial tax at checkout; US orders are charged state sales tax where required. International orders are tax-free at checkout — local VAT or duties, if any, are collected by customs on delivery.

Your order confirmation email doubles as a receipt. Need a formal invoice with a business name and tax number? Email info@skincarelab.ca with your order number and we'll send a PDF.