Find quick answers about ordering, shipping, returns, our products and building a skincare routine. Tap any question to expand it. Still need help? Scroll to Contact & Support.

Orders & Payment

What payment methods do you accept?
We accept all major credit and debit cards plus the express wallets shown at checkout (such as Apple Pay, Google Pay and Shop Pay). Checkout is fully encrypted and securely processed through Shopify.
Can I change or cancel my order?
We dispatch quickly. If you need to change or cancel, email info@skincarelab.ca within 24 hours of purchase and we’ll do our best. Once an order is accepted and processed, changes may not be possible.
Will I be charged tax or duties?
Applicable taxes are calculated at checkout. We ship within Canada and the US; for any cross-border parcels, duties or import charges (if they apply) are the customer’s responsibility.

Shipping & Delivery

Where do you ship?
We currently ship across Canada and the United States, with full tracking on every order.
How much does shipping cost?
Free expedited shipping on orders over $50 (before tax). Orders under $50 ship at a flat rate of $15, with tracking included — no extra fees.
How fast will my order arrive?
Orders are dispatched within 1–2 business days of payment confirmation. Delivery typically takes 3–9 business days across Canada and the US, depending on your location and carrier.
How do I track my order?
You’ll receive a tracking link in your shipping confirmation email. If you have any issues, email info@skincarelab.ca and we’ll help.

Returns, Refunds & Damages

What is your return policy?
We offer a 15-day return policy — you have 15 days after receiving your order to request a return. Items must be unused, in their original condition and packaging, with proof of purchase. Start a return by emailing info@skincarelab.ca before sending anything back.
Can I return opened skincare or beauty products?
For hygiene and safety reasons, opened or used personal-care and beauty products are non-returnable, along with sale items and gift cards. The exception is items that arrive damaged, defective or incorrect — see below.
My order arrived damaged, defective or incorrect — what do I do?
Please inspect your order on arrival and contact us immediately at info@skincarelab.ca with your order number and a photo. We’ll evaluate and make it right promptly.
How long do refunds take?
Once we receive and inspect an approved return, refunds are issued to your original payment method within about 10 business days (your bank may add processing time). Approved refunds include the original shipping cost.

Products & Authenticity

Are your products authentic?
Yes. We stock 100% authentic Korean and global skincare from trusted brands such as medicube, numbuzin, SKIN1004, COSRX, Torriden, MISSHA and VT Cosmetics.
Are your products vegan or cruelty-free?
Many are. We carry a large range of vegan cosmetics, including vegan PDRN options. Formulations vary by brand, so check each product’s description for its specific claims.
How should I store my skincare?
Keep products in a cool, dry place out of direct sunlight, with lids closed tightly. Active serums (vitamin C, retinol, PDRN and exosome boosters) keep best away from heat and humidity; some people like to refrigerate eye products and sheet masks for a cooling effect.

Korean Skincare: Ingredients & Concerns

What is K-beauty / Korean skincare?
K-beauty focuses on gentle, layered hydration, barrier health and consistency — the approach behind the dewy “glass skin” look. New to it? Our glass-skin routine guide is a great place to start.
What is PDRN (“salmon DNA”)?
PDRN (polydeoxyribonucleotide) is a repair-and-hydration ingredient often sourced from salmon, with vegan versions also available. It supports firmness, elasticity and glow. More in our PDRN serums guide.
What are exosomes and skin boosters?
Exosomes are cell-signalling “messengers” that help skin repair, calm and renew — the newest wave of K-beauty boosters. Learn more in our exosomes guide.
How do I fade dark spots and hyperpigmentation?
Brighten with vitamin C, glutathione and niacinamide, exfoliate gently, and wear SPF daily. See our dark spots guide for a simple routine.
Which anti-aging ingredients actually work?
Retinol, peptides, collagen and NAD+ are the proven options — plus daily sunscreen. Our anti-aging actives guide explains how to layer them.
What’s best for acne and breakouts?
The K-beauty way is to calm first with centella (cica) and tea tree, treat gently with BHA, and protect the barrier. See our Korean acne care guide.
How do I get “glass skin”?
Cleanse gently, hydrate in layers, treat, moisturize and protect — consistently. Follow our 5-step glass-skin routine.
Do I really need a Korean sunscreen?
Yes — daily SPF is the single most effective anti-aging step, and K-beauty sunscreens are famously lightweight with no white cast. See our sunscreen guide.
Do lip plumpers work?
They give a temporary boost in volume and shine while hydrating; consistent lip care keeps lips healthier over time. More in our lip plumpers guide.
How do I treat dark circles and puffiness?
Match the active to the cause: caffeine and patches for puffiness, peptides and retinol for fine lines, brighteners for pigment. See our eye care guide.
Can skincare help thinning hair or an unhealthy scalp?
Scalp care is skincare — clarify buildup and support follicles with caffeine, peptides and exosome ampoules. See our hair & scalp guide.

Building Your Routine

What order should I apply my skincare?
Go thinnest to thickest: cleanser → toner/essence → serum or booster → eye cream → moisturizer → SPF (mornings). At night, swap SPF for treatments like retinol or a sleeping mask.
I’m a beginner — how do I start?
Start simple with five steps: cleanse, tone, treat, moisturize, protect. Our glass-skin starter guide walks you through it.
How often should I use actives like retinol or acids?
Introduce one active at a time, 2–3 nights a week to start, and build up as your skin adjusts. Always pair with daily SPF.
Can I use vitamin C, retinol, PDRN and exosomes together?
Yes, with care. Many people use vitamin C in the morning and retinol at night, with gentle boosters like PDRN and exosomes layered in to hydrate and soothe. Start gradually and listen to your skin.

Contact & Support

How do I get in touch?
We’re happy to help with products, orders or routine advice:
Email: info@skincarelab.ca
Phone: 1-844-311-5200
Address: 3889 St-Denis, Montreal, H2W 2M4, Quebec, Canada

See also our Shipping Policy, Refund Policy and Privacy Policy.