Customer Service
SHIPPING
We currently ship within Canada only.
Delivery times for a product held in our inventory vary from 2 to 10 business days following the date of the first confirmation notice sent to the customer. In the event that any portion of your order or your entire order is temporarily unavailable, we will contact you to verify whether the order should be cancelled (including a full refund of the total amount) or simply postponed. We are committed to complete customer satisfaction and will make every effort to make sure your needs are met.
If you change your mind about an order, we cannot, unfortunately, allow you to cancel or exercise your right to withdraw if :
- Immediately inform the delivery person before signing the delivery slip
- Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)
- Ask the delivery person to open the package to see if any products are missing or damaged
Each refund request must be assessed by our customer service department on a case-by-case basis.
Any potential shipping delays attributable to shipping companies do not give the customer the right to claim damages and interest. If one or more of the products is missing, defective or damaged, you must inform the shipping company at the time of delivery. If the item is deemed missing, contact our customer service department with your online order number and product references or a description of the missing item listed on your invoice within 5 days of accepting the delivery. Strikes, accidents, theft, exhausted inventory and fires are considered force majeure and will release FC Skin Solution Clinic from its obligation to deliver.
REDUCE THE RISK OF ERROR
We recommend that you retain your order confirmation number so that you can refer to it at the time of delivery. This will allow you to validate if the number of packages received corresponds to the number of packages specified on the shipper’s delivery slip.
SHIPPING COSTS AND DELIVERY TIMES
Shipping/delivery applies to Canada only.
The applicable shipping fee is based on weight of your order and covers the entire Canadian territory.
FC Skin Solution Clinic reserves the right to charge an additional fee for any remote destination that may incur a higher than normal shipping fee. If a higher shipping fee is applicable, we will contact you.
We primarily use Purolator to ship our products. Delivery times are from 5 to 10 days.
ORDER TREATMENT
FC Skin Solution Clinic is committed to processing each order in a personalized manner and to fulfilling each order as quickly as possible. Our online boutique is operational at all times, Monday to Friday, except on the following statutory holidays:
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For all orders, delivery (shipping) takes place on working days, i.e., Monday to Friday, excluding Saturday and Sunday. When processing your order, the FC Skin Solution Clinic sales team may need to contact you by email. It is your responsibility to pay close attention to and verify any emails you receive. They may contain important information about your order. Additionally, and for various other order-related reasons, a member of the FC Skin Solution Clinic sales team may also need to contact you sooner by telephone.
DAMAGE DURING SHIPPING
At the time of delivery, if your package seems damaged :
- Immediately inform the delivery person before signing the delivery slip
- Ask the delivery person to record the damage on the delivery slip before signing it (for example: “Broken Package”, “Opened Package”, “Damaged Package”, etc.)
- Ask the delivery person to open the package to see if any products are missing or damaged
MISSING ITEMS
If you discover that a product(s) is missing after delivery of your package has taken place, please contact us at info@fcskinsolution.com within 5 days of delivery, specifying:
- Your online order number
- Item references or a description of the missing products listed on your invoice
RETURNS
Did something go wrong with your order? Did you order or receive the wrong products by mistake? Don’t worry, we got your back. Be sure to contact us within 72h of receiving your order so we can address these issues promptly. Be aware that any returned product must be unopened and undamaged for a full refund. Please contact us by email at info@fcskinsolution.com or by phone at +1.604.877.1299 for the next steps of the return procedures.
If you are experiencing an usual skin reaction following the use of the products, we ask that you contact us immediately so we can discuss what might be causing the irritation and offer solutions.
When in doubt, we recommend to contact us by email at info@fcskinsolution.com or by phone at +1.604.877.1299 to discuss any of these issues further.