Shipping + Return Policy

Shipping

How do I know what’s happening with my order? 

You will receive a confirmation email shortly after your order has been placed. Once your order has been shipped, you will receive a second email, which will contain your tracking number. Please check your spam/junk folder if these emails have not arrived in your inbox. If you have not received these emails, kindly contact us at hello@graydonskincare.com and we will be happy to send you the information!

Please note that if you complete your order using a phone number, instead of an email address, your order updates will be sent to you via text message.

What if I received an order with broken items or if my package is missing?

All of our products undergo a quality assurance inspection prior to being packed and shipped. Graydon Skincare is not responsible for any damage caused during shipment or for lost or stolen packages.

We encourage you to add Route Package Protection to your order at checkout. For a small percentage of your order’s total cost, you’ll be covered if your package is lost or damaged in transit, or stolen after the carrier has marked it as delivered. 

If the items you purchased have arrived damaged or if your order is lost or stolen and you opted for Route Package Protection, please click here to file a claim with Route.

If you did not opt for Route Package Protection, please contact us at hello@graydonskincare.com so that we can file a claim* with the carrier. Please note that the claims process takes approximately four weeks. 

*Claims for packages marked as “delivered” must be filed after 2 days and before 10 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 5 days and within 30 days from the last status update. 

How long will it take for my order to arrive?

We do our best to get orders packed and shipped within 2-3 business days of receipt. Shipping times vary according to the final destination. Please note that deliveries may be delayed due to COVID-19.

Location

Purchase Price

Shipping Cost

Estimated Shipping Time

Standard shipping: Canadian Provinces & Contiguous United States

$50 and over*

Free

Canada: 2-4 business days

United States: 5-7 business days

Under $50

$12

Standard shipping with signature: Canadian Provinces & Contiguous United States

All order amounts

$20

Standard shipping: Canadian Territories & Non-Contiguous United States

All order amounts

$25

Expedited Shipping: Canadian Provinces & Contiguous United States

All order amounts

$25

Canada: 1-3 business days

United States: 2-4 business days

Expedited Shipping: Canadian Territories & Non-Contiguous United States All order amounts $35

Canada: 1-3 business days

United States: 2-4 business days

***If you would like your order shipped using the accelerated shipping method, please contact us at hello@graydonskincare.com. Please note that orders with accelerated shipping still require 2-3 business days to be packed and shipped.

Please note that the purchase of electronic gift cards do not count towards the Free Shipping total.

How are orders shipped within North America?

Canada Post: Most Canadian orders are shipped via Canada Post. If you have a delivery preference, please contact Canada Post. If the delivery agent is unable to deliver your package according to their normal delivery procedures, they will make a reasonable effort to leave your order at the location you have designated. In case of security, weather or access concerns, the agent will leave your package at another nearby location or at the nearest post office. In this latter case, you will receive a delivery notice card with pickup instructions. Please ensure you pick up your order within 15 days of receiving a delivery notice card; otherwise, Canada Post will return your package to us. If your package is returned to us, we will happily resend your order for a small re-shipping fee of 10 USD. For more information on delivery preference, please click here

UPS: UPS is the primary courier we use for accelerated shipping to Canadian destinations. Orders sent to destinations within the U.S. are also shipped through this courier. Please note that UPS will only accept shipments to a valid street address. They do not deliver to P.O. Boxes. If a P.O. Box address is provided, the recipient’s telephone number must be included on the label. According to UPS’ policies, a package that is addressed to a P.O. Box may be delayed, will not be covered by any UPS Service Guarantee and will require an address correction charge.

Do you pay for customs and taxes?

Orders being shipped to the U.S. may be subject to a customs inspection and fees. All customs fees, brokerage fees and/or taxes are the responsibility of the purchaser. We do not pay for duties and/or taxes, nor can we control delays due to customs and import laws. A shipping refund will not be given if your package is delayed beyond our control. 

Do you ship internationally?

We do not ship internationally at this time. However, a number of our retail partners ship worldwide including Portia Ella, Shea OrganicsThe Detox Market, Beauty Heroes and Mi Ming Mart. To view a complete list of our retail partners, please visit our store locator


Returns

Can I cancel or change my order?

We cannot modify or cancel an order once it has been processed. This is because packing and shipping is done by a third party fulfilment centre and we do not have the ability to intercept orders after checkout.

What is your return policy? 

Collections: A collection refers to any combination of two or more Graydon products that are sold together. Due to the value of our collections, individual products from a collection are nonrefundable.  

Any collection containing our Bamboo Charcoal Sponge is final sale and nonrefundable.

*Refunds will ONLY be offered if the product is unopened, in its original packaging and in saleable condition. 

How do I initiate a return?

Our goal is to help you find products that you and your skin will love! If you have any questions or concerns, please contact our Customer Excellence team at hello@graydonskincare.com

To initiate a return, please email us at hello@graydonskincare.com prior to returning any products; otherwise, we will not be able to offer a reimbursement or store credit for any products shipped to us. In your email, please include the following information:

Please ensure you include a note in your return envelope or package that includes your first name, last name and order number.

Once we’ve received your return, we will inspect the condition of the item(s). If the condition of the item(s) accurately matches the description you provided to our Customer Excellence team, we will then initiate a refund to your original payment method or provide you with a store credit via email. 

Do you pay for shipping?

Graydon Skincare will not refund the cost of shipping fees on your original order. The customer is responsible for all fees related to the return. Graydon Skincare will not pay duties, brokerage fees or taxes on return shipments. In addition, all returns must be sent with a tracking number. Before returning an order, please email hello@graydonskincare.com for further instructions.

What can’t I return?

Our sample sizes and Deluxe Sample Set are final sale and cannot be returned.  For sanitary reasons, our Bamboo Charcoal Sponge is also final sale and nonreturnable.

When can I expect my refund?

You will receive an email notification letting you know your refund has been processed. Please allow 7 business days for the return to be processed by your financial institution. 

What happens if an order is fraudulent?

If we perceive an order to be fraudulent, we will place the order on hold. We will then email and/or call the customer using the contact information provided at checkout to confirm the order. If we do not hear back within 2 business days, we will cancel the order.

Any additional questions? Contact hello@graydonskincare.com