Frequently Asked Questions

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Popular Questions

Orders & Payment

Shipping

Return & Refund

Best Options Recommandation

For most customers shopping from Canada, the best option is to pay online (Credit/Debit Card or PayPal) and aim for orders over $150 to unlock free shipping.

Here's why this stands out as the optimal path:

Payment: Credit card or PayPal is the most flexible and widely available method. It works for both local and international customers, is secure, and makes returns/refunds seamless since the credit goes straight back to the same card.

Shipping: Reaching the $150 free shipping threshold is a smart move — standard shipping is free and takes 3–7 business days within Canada, which is reasonable. For customers in the Greater Toronto Area (Toronto, Markham, Stouffville, Pickering, Ajax), Cash on Delivery is also a unique perk if you prefer to pay upon receipt.

Returns: The 30-day policy is generous for a skincare brand. To make the most of it, keep items sealed until you're sure you want them — once opened, returns are not accepted unless the product was damaged or faulty.

For international (US) customers: Be prepared for potentially longer delivery (up to 3 weeks total) and possible customs fees that SkinRefiners cannot predict or cover. Budget accordingly and order well in advance.

Orders & Payment

  • Ordering is done through the online store cart → checkout.
  • Payment options: Credit Card, Debit Card, PayPal (local & international); Email Transfer & Direct Bank Deposit (Canadian only)

Shipping

  • Ships to Canada and the US only.
  • Local Canada orders: 3–5 business days; ships within 1 business day of the order.
  • International (US): 3–5 days to reach the carrier, then 10–15 additional business days to deliver.
  • Free standard shipping on orders over $150; under $150, calculated by location and package weight.
  • Tracking number is emailed automatically once the order ships.
  • Customs fees for international orders are the customer's responsibility.
  • Missing/damaged packages: contact Customer Service via chat or email.

I need to change something on my order. How do I do this?

We ship items out very soon after receiving orders. So if you need to change something regarding your order please email us as soon as possible:

  • Use email address skinrefiners@gmail.com
  • Write the subject as 'Changes'.
  • Include your order number.
  • Include the desired changes.

Returns & Refunds

  • 30-day Return & Exchange Policy from the day the item is received.
  • 100% refund for damaged or faulty items on delivery.
  • Items must be unopened, unused, undamaged, and accompanied by proof of purchase.
  • Customers pay return shipping costs.
  • Refunds are processed back to the original payment method after inspection.