Main content

FAQ

CUSTOMER SERVICE



Our response to COVID-19

ONLINE ORDERS

SkinCeuticals, along with parent company L’Oréal Canada, is a manufacturer and distributor of hygiene and personal care products, as well as hand sanitizing (hydroalcoholic) gel. As such, we have been classified by government officials under the category of essential sanitary products.

As a complement to this authorization, the government is allowing online commerce to continue as it is the safest way for consumers to buy in the current context. As such, we continue to sell and distribute our products to consumers through this channel, via our own website, as well as retailer partners.

We have also put in place strict security and health protocols in all our facilities, including our manufacturing plant and warehouse, to ensure the safety of all. Our warehouse team currently processing online orders work in alternate shifts to practice social distancing guidelines, which may slightly affect shipping time.

Our number one priority remains the wellbeing of our employees and their families, our customers and our communities.

We appreciate your understanding and support during these difficult times.

OUR SOLIDARY PLAN

As the effects of COVID-19 continue to disrupt communities around the world, we are proud to contribute to the fight against coronavirus in our hometown. We have shifted the production of our Montreal plant to include the manufacturing of hand sanitizing (hydroalcoholic) gel, which will be donated to hospitals such as the Centre Hospitalier de l’Université de Montréal (CHUM) and McGill University Health Center (MUHC) as well as other health and charitable organizations in need. This program aims to support healthcare professionals, who are on the front-line in the fight to curb the spread of COVID-19. It’s our way of thanking them for their hard work.

For more information on our solidary plan click here

My SkinCeuticals

Member Benefits

Register for a free My SkinCeuticals account today and enjoy these member benefits:

  • Email notifications on special offers, new products and events
  • Professional skincare partner offers and announcement emails
  • Save product info in My Favorites section
  • Saved order content & history for easy reference and re-order

HOW TO JOIN

Creating a My SkinCeuticals account is quick, easy and free. Click here to join.

FORGOT YOUR PASSWORD

If you have already created a SkinCeuticals account and cannot remember your password, click here to enter your email address and have your password emailed to you.

EDIT MY ACCOUNT

If you have already created a My SkinCeuticals account and would like to edit your account (for example, to update your profile or change your password), click here to log in and make updates to your account.

MY FAVOURITES

Keep track of your favorite SkinCeuticals products. When you become a My SkinCeuticals member you can save a list of your favorite products to come back and consult anytime. Just sign in as a Member and click on the Favorites tab to access your personal favorites. To order products from your list, add your favorite products to your bag and continue to Checkout.

ORDER HISTORY

If you have a My SkinCeuticals account, you can view orders that you have placed at SkinCeuticals.ca by logging in and clicking on the Orders tab. To view orders that you have placed online, click here. You may reorder from a previous purchase from My Order History.

UNSUBSCRIBE FROM EMAILS

1. Click on the Unsubscribe link that appears at the bottom of all SkinCeuticals emails that you receive.
OR
2. Log into your My SkinCeuticals account and click on the Update My Profile link on the right hand side. Simply uncheck the box next to the sentence 'I would like to receive email updates from SkinCeuticals' and click on the Edit Account Info. Simply uncheck the box next to the sentence 'I would like to receive email updates from SkinCeuticals and click the Save Changes.

SECURITY AND PRIVACY

SECURE TRANSANCTIONS

Because your security is our top priority at SkinCeuticals.ca, SkinCeuticals.ca is a VeriSign Secure Site. Our partnership with VeriSign allows you to learn more about our web site before you submit any confidential information.

ORDERING

HOW TO PAY

SkinCeuticals accepts Visa, MasterCard and AmericanExpress credit cards with US billing addresses. You will be prompted to enter payment information at the last step of checkout. Credit card information entered in the site is secure and safe. All orders placed on this website are encrypted, thereby protecting any credit card information that is submitted at the time of the order.

SALES TAX

All orders shipped from SkinCeuticals.ca will be subject to sales tax, applicable in accordance with the tax code of the state and city to which the order will be shipped. Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation e-mail and packing slip.

ORDER HISTORY

If you have a My SkinCeuticals account, you can view orders that you have placed at SkinCeuticals.ca by logging in and clicking on the My Order History link on the right hand menu. To view orders that you have placed online, click here. You may reorder from a previous purchase from My Order History.

MAXIMUM PURCHASE POLICY

Orders placed on SkinCeuticals.ca are limited to 3 units per product, with a maximum allowable purchase of $500 per order.

WHY ARE THERE MULTIPLE CHARGES ON MY CREDIT CARD?

When you submit an order to your credit card company an authorization hold for the amount of the order is obtained. An authorization hold is not a charge and may appear to be an amount slightly higher than the order total. It is monies held by the credit card company which guarantees that funds will be available when the order is billed. Should you encounter a problem when placing an order, several authorizations may appear on your statement. These will be deleted by the credit card company automatically usually within 7-10 business days. Should you have additional questions or concerns, please email us here or, call us toll-free at 1-877-238-8754, Mon – Fri 8:30AM-5:30pm EST. A SkinCeuticals Representative will be happy to assist you.

SHIPPING

FREE DELIVERY

Receive free standard delivery on all orders.

DESTINATIONS

SkinCeuticals Canada offers various shipping methods. skinceuticals.ca ships via Canada Post to Canadian addresses only.

Shipping Methods
Canada Post
Expedited
(orders under $100)
Xpresspost Priority
Delivery Time 2 – 5 business days 1 – 4 business days 1 – 2 business days
Cost $7.95 $9.95 $14.95

ORDER PROCESSING

Orders will be processed within 1-2 business days.

Orders will be shipped Monday-Friday, excluding federal holidays within Canada. Packages do not require a signature upon delivery. An email with tracking number is sent once the order is shipped

HAZARDOUS MATERIALS & SHIPPING RESTRICTION

Certain items are considered hazardous materials. These products include aerosols and alcohol-based products such as fragrances, liquid cleansers and toners, etc. These products are required to be shipped by Standard Shipping, due to air transport restrictions and regulations. In the case you have selected such items in your Shopping Bag, standard shipping will be automatically applied to you order at checkout.

RETURNS AND EXCHANGE

100% Satisfaction Guarantee
If for any reason you are not completely satisfied with your SkinCeuticals purchase you may return the purchased products within thirty (30) days of the delivery. Please note that all promotional products, including free samples and gift with purchases, must be returned. We will be happy to credit your account for the amount of the purchase.

Unopened and unused
To return merchandise to skinceuticals.ca, please follow these easy steps:
Step 1 : Pack the items along with a copy of your invoice
Step 2 : Returns must be prepaid; please note return shipping fees are not refundable. We suggest you return via Canada Post. Please return to:

L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC
H4S 2B9

If you received a FREE product, sample or gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.

The refund will be issued within 15 days of receiving your parcel. You will receive an email once the refund is completed.

Opened or Used
Please contact 1-877-238-8754 Monday to Friday from 9AM to 5PM EST, or email dgcontactskinceuticals@info-ccc.com it will be our pleasure to indicate how to proceed.

Items purchased through our retails partners
We're sorry, but returns or exchanges for purchases made in a SkinCeuticals retail store or partnered retail location may not be returned to skinceuticals.ca. If the item you wish to return was not purchased through skinceuticals.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1-877-238-8754 (Monday to Friday from 9:00 AM to 5:00 PM Eastern Time) for assistance.

PROBLEMS WITH AN ORDER

Please feel free to contact us directly by email or call 1-877-238-8754 to speak with a Customer Service Specialist Monday through Thursday from 8:30am to 5:30pm EST, or Friday from 8:30am to 5:00pm EST.We are not held responsible for packages delivered to a wrong address which was provided by a customer during the checkout process. It is the customer's responsibility to provide the correct shipping details. Once an order is processed, we are unable to modify any details such as shipping information. Assuming that the item(s) returns to us, a refund will be processed.

PURCHASE

FINDING THE RIGHT PRODUCTS

On SkinCeuticals.ca you are able to browse products by Category, Skin Type, or Skin Condition. Simply visit the SkinCeuticals.ca homepage and use the product browsing drop-down menu that best suits your needs.

SEARCHING BY KEYWORD

There is a search box located at the top right of each page on SkinCeuticals.ca. Simply type in the name of a product or other search term and click Go and you will be brought to a search results page.

FIND SKINCEUTICALS SKINCARE PROFESSIONAL

SkinCeuticals.ca is proud to work with thousands of professional skincare partners throughout the United States. Click here to use our Skincare Professional Locator to find a SkinCeuticals Skincare Professional near you.

WHAT IS DIVERSION?

Diversion is when products are sold in "unauthorized" places. For example, all genuine SkinCeuticals products are sold exclusively through authorized SkinCeuticals skincare professional partners, on www.skinceuticals.ca, or through an authorized online retailer. SkinCeuticals products that you find outside of these places are considered to be "diverted." Click here for a list of Authorized Retailers.

WHY IS DIVERSION BAD?

Diverted products can be counterfeit, diluted formulas, old, or expired formulas that may not be safe to use. This means if you buy our products from any other outlet other than an authorized retailer, we cannot guarantee that they are authentic SkinCeuticals products that will perform as tested.

ARE YOU IN DANGER?

Contaminated or counterfeit products could cause irritation or even infection.

WHO IS DIVERTING PRODUCTS?

Products are diverted by unauthorized distributors and other dishonest individuals who seek profit in piracy.

WHAT CAN YOU DO TO HELP STOP DIVERSION?

Don't risk it, don't buy it! And tell your friends about the potential danger of diverted products! If you see a SkinCeuticals product for sale outside an authorized SkinCeuticals retailer, please send us an e-mail to dgcontactskinceuticals@info-ccc.com with the city, state and name of the location where you saw the products. You can also call 1-877-238-8754 to report diverters. We will conduct a full investigation.

ANTI-DIVERSION PROCEDURES AND POLICIES

1. Exclusive product coding is used to track the movement of SkinCeuticals products. This is the method for tracing products to industry diverters.
2. Ongoing intelligence procedures are in place to further uncover diversion schemes, including those involving misuse of the Internet.
3. Diversion information can be communicated to SkinCeuticals Sales Staff or to the Security Department by calling the SkinCeuticals Hotline at 1-877-238-8754 or by e-mailing us at dgcontactskinceuticals@info-ccc.com.

ANIMAL TESTING

SkinCeuticals does not test any of its products or any of its ingredients on animals, anywhere in the world nor does SkinCeuticals delegate this task to others. The only possible exception is if regulatory authorities required it for safety or regulatory purposes. To learn more about animal testing please click here

CAN I CANCEL MY ORDER?

Unfortunately we are not able to cancel or modify orders once submitted. However, you may refuse the package at the door. As long as the package remains unopened, Canada Post should not charge to return the package to us. If your package was already delivered, you may request to return the unopened box to us at your local post office, free of charge. If the box has been opened and/or repackaged, you will need to pay return shipping. Please note we would not reimburse these shipping fees in that event.

To return an order, pack the item(s) to be returned, along with the return form in the original package if possible. Returned packages must be returned prepaid, by Canada Post with Expedited parcel, with signature, to:

L’Oréal Canada Return Department
3500 rue Douglas-B.-Floreani, Door 31-32
Saint-Laurent, QC, H4S 2B9

Refunds will be issued within 30 days in the form of credit to the credit card holder. You will receive an email when the credit is processed.

WHAT IS THE POLICY REGARDING THE PROMOTIONS?

Quantities of samples are limited and offer is subject to availability. Available samples may differ from original offering at any time based upon availability and this may not be reflected in advertisements. Only authorized purchases will be processed and shipped. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer and to modify or cancel this promotion due to system errors or unforeseen problems. We reserve the right to substitute any free item offered with an item if equal or greater value. Offer cannot be combined with any other offer or promotion. Offer not applicable on gift sets unless stated otherwise. Cannot be applied to previous orders. Other conditions may apply. Offer is subject to change without notice.

Gift sets, samples, products with a price lower than $14 and limited editions are excluded from discounts unless otherwise stated.

The sign-up offer is valid for new email addresses only. An email with a promo code will be sent within 24 h upon registration.




If you have not found what you are looking for our Customer Service Specialists are available to assist you Monday through Thursday from 8:30am to 5:30pm EST, or Friday from 8:30am to 5:00pm EST. Feel free to give us a call at 1-877-238-8754 or email us by filling out this form.

Orientation message
For the best experience, please turn your device