Shipping & Return Policy

Shipping

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

You will receive an email confirming your order with us. As soon as your order has been shipped you will receive an email with your tracking number. If, for some reason, you do not receive this email, kindly contact us at orders@graydonskincare.com and we will be happy to send you the information!

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

Graydon Skincare is not responsible for any damaged, lost or stolen packages.
*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 out within 48-72 hours 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 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

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

How are orders shipped within North America?

Most Canadian orders are shipped via Canada Post, including orders that require a signature. 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 card notice; otherwise, Canada Post will return your package to us. If, for some reason, your package is returned to us, we will happily resend your order for a small shipping fee of 10 USD. For more information on delivery preference, including delivery preference for orders that require a signature, please click here. 

Expedited shipping to Canadian destinations and all U.S. orders are shipped via UPS (regular, signature and expedited shipments). 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 US may be subject to a customs inspection and fees. In the event that customs fees, brokerage fees and/or taxes are applied to your order, these 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.

What is Confirmed Delivery?

We offer ‘Confirmed Delivery’ shipping which means that a signature is required upon delivery. Delivery with signature helps to reduce potential theft or an erroneous delivery so we would encourage you to choose this option if there is no one available to receive to personally receive your shipment. Please note that we are not able to offer compensation or reshipments for lost/stolen packages for those who do not choose ‘Confirmed Delivery’.

Do you ship internationally?

If you would like us to ship your products outside of North America, kindly email us at: orders@graydonskincare.com and we would be happy to provide you with an international shipping quote. Please note that there is a $100 minimum order on all international orders. Free shipping does not apply for international orders. Please note that Graydon Skincare is not responsible for the country’s duties and tariffs, brokerages fees or any delays due to custom's issues. We suggest you review your countries local import policies before inquiring with us to ship internationally. All international orders are final sale and we do not provide returns or refunds due to customs delays, holds, taxes, fees, or if your package is not deliverable due to your countries import restrictions.



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. Due to the value of our collections, individual products from a collection are non-refundable.  

*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 note that 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. Before returning an order, please email hello@graydonskincare.com for further instructions.

What can’t I return?

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

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