Shipping policy
Shipping to Canada and the United States: a quick guide
What does shipping cost in Canada?
Standard shipping is free on eligible orders of $149 CAD or more; otherwise $25 CAD. Priority is free on eligible orders of $249 CAD or more; paid Priority is $30 CAD where available. Product and destination restrictions apply.
What does shipping cost to the United States?
Priority is $30 USD below $350 USD and free on eligible orders of $350 USD or more. Destination and product exclusions apply.
How are thresholds and delivery times calculated?
Thresholds are calculated after discounts, before taxes and shipping. Different promotional thresholds are disclosed before purchase. Orders before 2 p.m. Mountain Time on weekdays, excluding holidays, are prepared for same-day shipment whenever possible. Transit estimates begin after dispatch and are not guaranteed.
This guide is a summary. The full policy below applies.
01 / Shipping & delivery
A good thing, on its way.
Shipping within Canada
All amounts in CAD| Your order subtotal | Delivery option | Shipping fee |
|---|---|---|
| Under $149 CAD | Standard — 3–7 business days* | $25 CAD |
| $149 CAD and over | Standard — 3–7 business days* | Free |
| Under $249 CAD | Priority — 1–2 business days* | $30 CAD |
| $249 CAD and over | Priority — 1–2 business days* | Free on eligible orders |
Thresholds are calculated after discounts, before taxes and shipping. *Delivery estimates begin after dispatch. Remote destinations and carrier delays may add time. Any different promotional threshold, including MistleGlow, is disclosed before purchase and shown at checkout.
Priority eligibility
Regular-price, sale and mixed orders qualify for complimentary Priority shipping in Canada when the eligible order subtotal is $249 CAD or more after discounts, before taxes and shipping. Selected products are excluded; adding an excluded product removes complimentary Priority for the entire order. E-gift card purchases do not count toward shipping thresholds and do not remove free Priority already earned by eligible merchandise. Complimentary gifts contribute $0 to the threshold. Standard shipping costs $25 CAD below $149 CAD and is complimentary from $149 CAD. A paid Priority upgrade costs $30 CAD where available for the products and delivery address, including orders of $249 CAD or more. Separate ground-shipping and destination restrictions still apply. Available services and final charges appear at checkout.
Some products travel by ground.
Certain aerosols, fragrances and nail polishes require standard ground shipping. Applicable charges appear at checkout.
Shipping to the United States
Order subtotals in USD · Shipping fee in USD| Your order subtotal | Delivery option | Shipping fee |
|---|---|---|
| Under $350 USD | Priority | $30 USD |
| $350 USD and over | Priority | Free |
Thresholds are calculated after discounts, before taxes and shipping. Transit time varies by shipping method and destination. Priority transit estimates: West Coast and Midwest, 2–3 business days; East Coast, 3–4 business days. Additional processing time, customs and carrier delays may apply. Alaska, Hawaii and Armed Forces Americas, Europe and Pacific addresses are excluded. Any different promotional threshold, including MistleGlow, is disclosed before purchase and shown at checkout.
Product and destination restrictions
The Canadian free-Priority exclusion for selected products does not apply to U.S. deliveries. Priority costs $30 USD below $350 USD and is complimentary from $350 USD on eligible orders. Separate product, ground-shipping and destination restrictions still apply. Available services and final charges appear at checkout.
Some products travel by ground.
Certain aerosols, fragrances and nail polishes require standard ground shipping. Applicable charges appear at checkout.
Duties, tariffs & import taxes
When applicable, estimated duties, tariffs and import taxes appear at checkout before purchase. These charges vary by product origin and customs classification. Final customs assessments may differ from checkout estimates.
When will my order leave your boutique?
Our same-day shipping cutoff is 2 p.m. Mountain Time, Monday to Friday, excluding holidays. Orders placed before the cutoff are prepared for same-day shipment whenever possible. Orders placed after the cutoff, on weekends or on holidays are normally prepared the next business day. If we cannot meet a promised dispatch date, we will notify you, provide a revised date when available, and offer the choice of accepting the delay or cancelling the unshipped items for a full refund. We obtain any consent and issue any refund required by applicable law.
Transit estimates begin when your order has shipped and are not guaranteed. We currently ship to Canada and the United States only. Rates and promotions may change for future orders; the charges accepted at checkout apply to your order. Our carriers include Canada Post, Purolator, GLS and FedEx.
Tracking, signatures & special delivery instructions
You’ll find tracking information in your dispatch email and in your order details. Orders over $350 CAD or USD require a signature on delivery, at no additional charge.
Please include your full address, apartment or unit number, buzzer code, directional details and any access instructions. A phone number is required so the carrier can contact you.
Track my orderCan I correct my delivery address?
Contact info@loshen.ca as soon as you notice an error. Once your parcel has left our warehouse, we cannot change the delivery address. Please contact the carrier to ask whether a correction is possible.
If a carrier correction is needed after dispatch because the address supplied by the client was incorrect or incomplete, a $32 CAD correction fee applies. We will confirm the correction and charge before proceeding. No loyalty points are deducted. This fee does not apply to an error made by us. We do not offer complimentary re-shipment or discretionary refunds for loss caused by incorrect or incomplete address information supplied by the client, except where required by applicable law.
Can I cancel or change an order?
Email info@loshen.ca immediately with your order number and the change you need. Orders can enter processing quickly, so a request does not guarantee that we can stop or change the parcel. Please wait for written confirmation.
If the parcel has already shipped, our return conditions apply to eligible change-of-mind returns. This does not limit any cancellation rights available under applicable consumer law.
What happens to unclaimed or refused parcels?
If a parcel is returned to us unclaimed, our policy provides for a refund less a $29.95 CAD return-shipping fee. We will confirm receipt and the refund calculation with you.
If you are considering refusing a delivery, contact us first. Refusing a parcel is not, by itself, an approved change-of-mind return. We will review the reason for return and explain the available options. Please do not assume that the parcel has reached us until tracking confirms it.
The unclaimed-parcel deduction is capped at the amount otherwise refundable and is not charged again as return postage for the same parcel. It does not apply when the failed delivery was caused by us or the carrier, or when prohibited by a statutory cancellation or refund remedy.
Remote destinations, P.O. boxes & freight forwarders
Remote destinations may take longer to reach. If you use a P.O. box or need a particular shipping service, please contact us before ordering so we can confirm available delivery options.
We do not ship to freight-forwarding addresses. U.S. exclusions are Alaska, Hawaii, Armed Forces Americas, Armed Forces Europe and Armed Forces Pacific. Any product-specific ground-shipping restrictions still apply.
03 / Order support
Something isn’t quite right?
Tell us what happened. We’ll help you find the next step.
Have your order number handy so we can find your purchase.
My parcel or product arrived damaged
Keep the original shipping box and packaging. Email us with your full name, purchase date, order number, affected product names and a description of the damage.
Include clear photos of the damaged product, original packaging and lot number to support the replacement review. If you cannot provide an item of evidence, contact us so we can discuss the information available. For an approved damage claim, necessary return and replacement shipping is covered. These reporting windows help us investigate promptly and do not remove rights available under applicable law.
Report damageAn item is missing or I received the wrong product
Email your full name, purchase date, order number and the names of any missing or incorrect products. If you received an incorrect product, include a clear photograph and keep it unused while we provide instructions. For an approved incorrect-item claim, necessary return and replacement shipping is covered. Your applicable consumer rights remain unchanged.
Contact our teamMy product seems defective
Email your order number, product name and a clear photo that shows the lot number, usually on the bottom of the bottle or jar. Include a short video demonstrating the issue, such as a pump that isn’t working.
Report an apparent defect promptly, ideally within 3 business days of delivery. Once we have reviewed and approved the claim, we’ll provide a return label at no cost. After we receive the product, our voluntary remedy is a replacement or store credit; any refund or other remedy required by law remains available. A defect discovered later can still be reviewed under applicable warranty and consumer protections.
I’ve experienced a skin reaction
Final-sale purchases are excluded from our voluntary allergic-reaction refund and credit policy. This exclusion does not limit any remedy required by applicable consumer law.
Stop using the product and contact our team with your order number, product name, lot number and clear photos of the product and reaction. Tell us when you first used it, how often you used it, when the reaction appeared and your complete routine. For a set, identify each product and the particular item involved.
For an approved allergic-reaction claim involving an eligible purchase that is not final sale, we offer a refund or credit for the individual product involved. The relevant brand may request supporting photos or a doctor’s letter; we will explain any request. If you cannot provide particular evidence, contact us to discuss reasonable alternatives. Claims are reviewed with the relevant brand; reporting a reaction does not by itself establish its cause.
Biologique Recherche
We recommend a consultation with one of our estheticians before purchasing. Consultations are by appointment, in person or virtually through Google Meet.
For our voluntary Biologique Recherche reaction review, we request photos of the reaction and product, the lot number, and proof of a consultation with one of our estheticians. A prior consultation is required for our voluntary Biologique Recherche reaction-refund process. This condition does not restrict any remedy required by applicable consumer law.
Product instructions, ingredient information and suggestions are supplied by manufacturers or distributors. Please discuss ingredient safety concerns with your doctor or contact our team for product information. Send only information relevant to your concern; personal information is handled under our Privacy Policy.
Contact us about a reactionMy tracking says delivered, but I can’t find my parcel
Sometimes a carrier marks a parcel as delivered before it actually arrives. Please allow one additional business day, then contact the carrier with your tracking number and ask for the delivery details.
If the parcel still hasn’t arrived, contact us and ask the carrier to investigate. Keep your tracking number, delivery notification and any delivery photo. We will review the address, carrier records and available evidence before deciding the appropriate next step.
A refund or replacement is not automatic during an investigation. Theft after confirmed correct delivery may fall outside our voluntary replacement policy. Misdelivery and non-delivery are assessed on their facts and under applicable consumer law; a carrier investigation does not suspend any legal remedy or deadline.
My delivery is taking longer than expected
Delivery times are estimates and carrier delays can happen. If the delay is unusual, email info@loshen.ca and we’ll open a service ticket with the carrier on your behalf.
The investigation may require extra time. We normally need confirmation of the original shipment’s status and location before arranging a replacement. This process does not suspend any statutory cancellation or refund rights or deadlines.
I need help with an electrical device warranty
We assist with manufacturer warranty claims for electrical devices purchased through our website, including Omnilux, NuFACE, Vitruvi and Therabody.
Email your full name, purchase date, order number, device name, a description of the fault, and photos of the device with its original packaging.
Keep the original packaging for the manufacturer warranty assessment. The assessment considers the reported fault and the applicable manufacturer warranty. Accidental damage, misuse or normal wear may be excluded under that warranty’s terms. If packaging is missing, contact us; the absence of packaging does not remove rights that the law requires us to honour. Depending on the brand and issue, the manufacturer may replace the device directly, or we may provide a replacement or store credit.
Manufacturer warranty refunds are not guaranteed. Any replacement, credit or discretionary refund depends on the applicable warranty and claim assessment, without limiting remedies required by law. Electrical devices are final sale under our voluntary return policy, including for change of mind, skin sensitivity or an allergic reaction. Applicable manufacturer warranty coverage and legally required remedies remain available.
Ask about a warrantyThe full picture
Clear terms. Fair treatment.
These policies describe our voluntary shipping, return and support procedures for product purchases. Final-sale exclusions, fees, evidence requests and reporting windows do not limit rights or remedies that cannot be excluded under applicable consumer law.
If a product is faulty, not as described or not delivered, contact us so we can review the facts and the remedy available. Where mandatory law conflicts with this policy, the law applies.
Policy scope, related terms & order records
This page covers product purchases from Loshen & Crem, including orders for delivery and purchases made in our Edmonton boutique. Facial, event and service bookings have their own booking and cancellation terms; please refer to the terms provided with your booking.
Read this page with our Terms of Service and Privacy Policy. Keep your order confirmation, receipt and relevant correspondence. Contact us if any information appears inconsistent or unclear.
Policy changes are intended for future orders and do not remove rights attached to an existing purchase. We can help identify the terms that applied when your order was placed.
Your people, in Edmonton
A question deserves
a real conversation.
Not sure which policy applies? You don’t have to figure it out alone. Tell us a little about your order and we’ll help you from there.
5238 Windermere Blvd · Edmonton, Alberta
1-833-695-SKIN (7546)