CUSTOMER SERVICE

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 TRANSACTIONS

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, Visa Debit, MasterCard and American Express and PayPal. 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. Your billing name and address information must match what is on record with the bank. Shipping information must always be within Canada.

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

The L'Oréal products offered for sale on the site SkinCeuticals are intended for your personal use, not directly related to your professional activity. In this regard, you should note that your order must not exceed a total of $1100CAD. In addition, you cannot add more than five (5) products of the same reference to the basket during the same sale. If the order exceeds the above amount and/or number, you will not be able to complete your 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 9AM-5pm EST. A SkinCeuticals Representative will be happy to assist you.

SHIPPING

FREE DELIVERY

Receive free standard delivery on all orders.

DESTINATIONS

Our distribution center will be closed from October 22nd to October 27th for our inventory update. Consequently, we cannot guarantee that any order placed after October 21st will ship before this closure. Orders that did not ship before the closure of our distribution center will be handled as soon as our operations resume on October 28th in the order in which they have been received.

Our consumer care teams will not be able to cancel orders, this is the reason why we have added disclaimers in our cart.

In uncertainty, we invite you to communicate with one of ou representatives using our chat service.

Important: Deliveries in the Event of a Canada Post Strike

During Canada Post strike, we are working with alternative carriers to ensure continued deliveries. However, delivery delays may occur outside major urban centers, and certain remote areas (Northwest Territories, Yukon, Nunavut) may temporarily be inaccessible. Express and Priority services are suspended during this period. We cannot deliver to PO boxes. We appreciate your understanding and patience.

SkinCeuticals offers various shipping methods. We are happy to provide you with free standard delivery on all orders. skinceuticals.ca ships via Canada Post to Canadian addresses only. Most items may be shipped to a P.O. Box address, but certain restrictions may apply.

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

All skinceuticals.ca purchases are backed by our 100% satisfaction guarantee.

If for any reason you are not completely satisfied with your SkinCeuticals purchase you may return the purchased products within ninety (90) 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.

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

Place your merchandise in the original shipping box. If the original packaging is not available, please use a sturdy box or padded envelope to prevent damage in transit. Return the package to us using the delivery service of your choice. The refund will be issued within 30 days of receiving your parcel. You will receive an email confirmation when your return is processed. At this moment, shipping fees for return are not refundable.

Please note: Returns or exchanges for purchases made online may not be accepted for return or exchange at a SkinCeuticals retailer. Returns or exchanges for purchases made in a 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 1-888-399-3604. (Monday to Friday from 10:00 AM to 9:00 PM Eastern Time) for assistance.

PROBLEMS WITH AN ORDER

Please feel free to contact us directly by email or call 1-888-399-3604 to speak with a Customer Service Specialist Monday through Friday from 10 am to 9 pm EST, weekend from 12 pm to 8 pm. 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 [email protected] 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 [email protected].

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?

Orders submitted on our website process and ship very quickly. Regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause.

After processing, you should expect your order to be delivered by in approximately 2-5 business day, unless an expedited method of shipping was requested.

To receive a full refund to your original form of payment, please review our RETURN POLICY to properly prepare your return order, and return the products to us at the following address:

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

The refund will be issued within 30 days of receiving your parcel. You will receive an email once the refund is completed. Please note that engraved items cannot be returned and are not eligible for refund.

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.

BRAND QUESTIONS

How are SkinCeuticals products different from other skincare lines?

Our patented and award-winning products are developed and studied by a diverse team with decades of experience in clinical research and development (in powerhouse products like Restylane® and Dysport®) and furthered by a continued commitment to the study of skincare science and the on-going introduction of new technologies exclusively through authorized professionals. Our commitment to science and innovation in skincare is paired with beautiful packaging and elegant formulations, delivering an effective and luxurious experience to those who are serious about their skincare.

Where can product ingredient information be found?

The ingredients for each of our products are featured on their individual product pages.

PRODUCT QUESTIONS

Why can’t I see how much product is left in your bottles?

SkinCeuticals packaging is thoughtfully designed to fully dispense from the inner bottle, giving you access to as much product as possible. This product features an airless container to help maintain the benefits of our proprietary formulations over the course of their shelf life. Our twist-up pumps control the amount of product dispensed and prevent leakage during travel and storage. And speaking of travel, this product is air travel friendly!

Can I use SkinCeuticals products if I am pregnant or nursing?

While SkinCeuticals stands by the integrity and safety of all our products, we recommend you consult with your doctor or medical practitioner before starting any new routine while you are pregnant or nursing.

Are SkinCeuticals products safe to use on sensitive skin?

If you are using any skincare product for the first time, we suggest you test a small amount on the inside of your arm or underneath the angle of your jaw line to eliminate the possibility of an allergic reaction or individual sensitivity. Allow at least 24 hours to pass. If no reaction has occurred, the product should be safe for you to use.

What order do I apply the products?

Please see our Recommended Order of Application below.

Click here to download the full Skincare Regimen PDF.

If you have not found what you are looking for our Customer Service Specialists are available to assist you Monday through Friday from 9am to 5pm EST. Feel free to give us a call at 1-877-238-8754 or email us by filling out this form.