Shipping policy
Physical Products
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. The processing time is separate from the estimated shipping delivery time that is provided below and during checkout.
Delays may occur for the following reasons:
- High volume of orders during the holidays
- Extreme adverse weather conditions
- Postal service issues
- Force Majeure Event
Digital Products
All orders are processed the same day. Please ensure to enter the correct email address in order to receive your order. Once the purchase is processed, you will receive an email confirmation with the link to download the digital product.
Domestic Shipping Rates and Estimates
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
For purchases $100 or more: We offer free expedited shipping within Canada and the United States.
Estimated delivery times: Estimated delivery times for products are estimates and not guaranteed. They are listed below unless specified otherwise on the product detail page.
|
Shipping option |
Estimated delivery times (Business Days) |
|||
|
Provinces / Territories |
Free Shipping with $100+ purchase |
Expedited Parcel (Calculated at checkout) |
XpressPost (Calculated at checkout) |
Priority (Calculated at checkout) |
|
BC |
1 to 4 |
1 to 4 |
1 to 4 |
1 to 4 |
|
AB |
3 to 14 |
3 to 14 |
3 to 8 |
2 to 8 |
|
SK |
4 to 7 |
4 to 7 |
3 to 6 |
2 to 6 |
|
MB |
4 to 7 |
4 to 7 |
3 to 6 |
2 to 6 |
|
ON |
5 to 7 |
5 to 7 |
3 to 4 |
2 to 4 |
|
QC |
6 to 7 |
6 to 7 |
3 to 4 |
2 to 4 |
|
NL |
9 to 11 |
9 to 11 |
3 to 5 |
3 to 5 |
|
NB |
8 to 9 |
8 to 9 |
3 to 4 |
3 to 4 |
|
PE |
8 to 9 |
8 to 9 |
3 to 4 |
3 to 4 |
|
NS |
8 to 9 |
8 to 9 |
3 to 4 |
3 to 4 |
|
YT |
6 to 14 |
6 to 14 |
3 to 8 |
3 to 8 |
|
NT |
6 to 14 |
6 to 14 |
4 to 8 |
4 to 8 |
|
NU |
11 to 14 |
11 to 14 |
5 to 8 |
Unavailable |
* Please note that shipping times will be longer than what’s listed above or may not be available for some remote areas
International Shipping
At this time, we do not ship physical products internationally. However, we may open up to additional countries if there is a higher demand.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 20 business days of receiving your shipping confirmation email, please contact us at support@neocomplexion.com with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
Some carriers have limitations around shipping to P.O. Boxes, so please do not use P.O. Boxes as your shipping address to ensure that your order can be delivered.
Refunds, returns, and exchanges
We accept returns up to 30 days after delivery for regular priced items (non-digital products and non-clearance items) if unused and in their original condition, and we will refund the full order amount minus the shipping costs for the return. Please see our Returns Policy for more details.
In the event that your order arrives damaged in any way, please email us as soon as possible at support@neocomplexion.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at support@neocomplexion.com.