Shipping, checkout, and free gifts
We strongly recommend selecting Checkout+ at checkout. It provides added protection and priority support in case your order is delayed, lost, or arrives incorrectly.
Free Gift Availability
We do our best to include all promotional free gifts; however, availability can vary during high-volume periods. If a specific gift is out of stock, we may substitute it with a similar item so your order is not delayed. While we make every effort to ensure accuracy, thousands of orders are processed during Black Friday and occasional human error may occur. If a gift is missing, we sincerely apologize and appreciate your understanding.
Coupon Codes Exclusion
Discount codes do not apply during sitewide sales or on items that are already discounted. If a product is already marked down, the code will not be valid. First-time customer discounts cannot be combined with any other promotions, sale prices, or cashback rewards.
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1. Authenticity & Canadian Operations
Is WeDoSkin an authorized retailer in Canada? +
Yes. WeDoSkin is a strictly authorized Canadian retailer for every professional brand we carry. We source our inventory directly from the manufacturers or their official Canadian distributors. This is vital for medical-grade products to ensure they are compliant with Health Canada regulations and are not "grey market" or counterfeit goods.
Where is WeDoSkin based and where do you ship from? +
We are 100% Canadian owned and operated. Our head office and flagship aesthetic clinic are located in Calgary, Alberta. Every online order is fulfilled and shipped directly from our Calgary facility, ensuring fast domestic delivery and absolutely no hidden customs or duty fees.
Do you have a physical clinic I can visit? +
Yes! We operate a premier aesthetic clinic in Calgary where we offer medical-grade facials, chemical peels, and professional skin assessments. If you are in the area, you can also select "Local Pickup" during checkout to collect your products in person.
What makes "Medical-Grade" skincare different from drugstore brands? +
Medical-grade (or clinical) skincare contains much higher concentrations of active ingredients than what you find at a standard drugstore. These formulas are backed by clinical research and use advanced delivery systems to penetrate the deeper layers of your skin (the dermis) rather than just sitting on the surface. This allows them to treat complex issues like cystic acne, melasma, and advanced ageing.
How do you ensure product freshness? +
Efficacy depends on freshness, especially for unstable ingredients like L-Ascorbic Acid (Vitamin C). We maintain a high inventory turnover and store all products in a climate-controlled warehouse in Calgary. This prevents the heat-induced oxidation that often ruins clinical products sold on unverified marketplaces.
Why should I avoid buying these brands on Amazon or eBay? +
Authorized clinical brands do not sell on mass marketplaces. Products found there are often "diverted" stock that may be near expiry, stored in hot garages, or even counterfeit. Because clinical products are high-potency, using a compromised formula can cause severe irritation or yield no results at all.
Are the products parabens-free? +
The majority of our professional lines, including AlumierMD and Vivier, prioritize clean science and are formulated without parabens, sulfates, dyes, or artificial fragrances. We provide full ingredient lists on every product page for complete transparency.
Do you carry vegan or cruelty-free skincare? +
Yes. We understand the importance of ethical choices. Many of our brands are PETA-certified cruelty-free and offer 100% vegan formulations. You can filter our shop by "Vegan" or "Cruelty-Free" to find products that align with your values.
Are batch codes traceable? +
Yes. Every product we ship features a traceable batch code from the manufacturer. This allows us to verify the exact production date and authenticity of every item in our facility.
Can I buy these products without a prescription? +
Medical-grade skincare does not require a prescription, but it does require professional knowledge. While we make these accessible to you online, we strongly encourage taking our Skin Quiz or contacting us to ensure the "active" percentages you choose are safe for your specific skin barrier.
Is the WeDoSkin website secure? +
Yes. Our store is built on a secure commerce platform using 256-bit SSL encryption. Your personal data and payment information are handled with the highest level of security, and we never store your full credit card details.
Why is clinical skincare more expensive than retail? +
You are investing in ingredient purity, patented delivery technologies, and clinical trials. Because these formulas are so concentrated, you typically use a smaller amount of product per application, making the cost-per-use highly competitive with high-end retail brands.
Do you offer professional/wholesale accounts? +
No. WeDoSkin is a retail platform dedicated to the end consumer. We do not provide wholesale pricing for other clinics or resellers.
Are the products hypoallergenic? +
Clinical products are designed to minimize irritation, but "hypoallergenic" is not a strictly regulated term. If you have extreme sensitivities, we recommend a patch test or consulting our team via our contact form before your first application.
Is WeDoSkin affiliated with dermatologists? +
We work alongside licensed skincare professionals and aesthetic nurses to ensure our advice and product selection meet the highest clinical standards in Canada.
Can I find these products in a regular drugstore? +
No. True medical-grade brands like ZO Skin Health or SkinCeuticals are only available through authorized medical clinics and specialized retailers like WeDoSkin.
Do you carry men's skincare? +
Absolutely. Men's skin is often thicker and oilier; we carry specific protocols designed for men's unique skin needs and post-shave recovery.
What if a product I want is out of stock? +
You can click the "Notify Me" button on any out-of-stock product page. You will receive an automated email the moment that item arrives in our Calgary warehouse.
How do I know which brand is best for me? +
Each brand has a different philosophy (e.g., botanical-based clinical vs. synthetic-focused clinical). Our Skin Quiz is the best way to determine which brand alignment suits your current skin goals.
2. Canadian Shipping & Logistics
What is your free shipping threshold in Canada? +
We offer Free Standard Shipping on all Canadian orders over $65 CAD. For orders under $65, a flat shipping rate is applied at checkout.
How long will my order take to arrive? +
Orders are typically processed and shipped within 1–2 business days.
- Western Canada (AB, BC, SK, MB): 2–5 business days.
- Ontario & Quebec: 3–6 business days.
- Atlantic Canada: 5–10 business days.
Will I have to pay duty or customs fees? +
No. Because every single order is shipped directly from Calgary, Alberta, you will never be surprised by duties, brokerage fees, or cross-border taxes. The price you see at checkout is final.
Do you ship to P.O. Boxes? +
Yes. We ship to all Canadian addresses, including P.O. Boxes and rural Route addresses, via Canada Post.
Which carriers do you use? +
We use a selection of Canada Post, UPS, and FedEx to provide the most reliable and efficient delivery to your specific province and city.
How do I track my shipment? +
You will receive an automated tracking link via email as soon as your order is fulfilled. You can also track your order directly on our website using your order number.
Can I change my shipping address after placing an order? +
If your order has not been processed by our warehouse, we can update the address. Contact us immediately through our contact page. Once an order is in transit, we cannot redirect it.
What if my package is lost or stolen? +
Packages protected by Checkout+ are replaced immediately. For standard orders, we must wait for a carrier investigation (which can take up to 14 days) before we can issue a replacement or refund.
Does extreme weather affect my shipping? +
Yes. In cases of extreme Canadian cold or heat waves, we may briefly delay shipping high-potency products to ensure they aren't compromised in a carrier's truck over a weekend. We prioritize the clinical integrity of your products.
Do you ship internationally? +
Currently, WeDoSkin only ships within Canada to ensure the fastest service and proper adherence to domestic health regulations.
Can I cancel my order? +
Orders can be canceled within 1 hour of placement. After this, they are typically already in the fulfillment queue and cannot be stopped.
What happens if I miss my delivery? +
The carrier will usually leave a notice for pickup at your local post office or hub. If not collected, it will be returned to us, and a reshipping fee may apply.
How are items packed? +
We use heavy-duty shipping boxes and recycled protective padding to ensure your glass bottles and clinical pumps arrive in perfect condition.
What if I provided an incorrect postal code? +
If the postal code is invalid, the carrier will flag it. We will reach out via email to correct it, though this will cause a shipping delay.
Do you offer local pickup in Calgary? +
Yes. Select "Local Pickup" at checkout. Once your order is ready (usually within 24 hours), you will receive an email with our clinic's address and pickup instructions.
Is signature required for delivery? +
Generally no, but for high-value orders over $500, we may require a signature to ensure your clinical investment is delivered safely.
Is there a shipping delay during Black Friday? +
Due to high volume, processing times may extend to 3–5 business days during major sale events. We appreciate your patience as our Calgary team works to get your orders out.
Can I combine two separate orders? +
If you contact us within the first hour of placement, we will try our best to combine them and refund any duplicate shipping fees.
What if tracking says "Delivered" but it's not here? +
Wait 24 hours, as Canada Post sometimes pre-scans packages. Check your mailbox and with neighbors. If it's still missing and you have Checkout+, we'll send a replacement immediately.
Do you ship on weekends? +
Our Calgary warehouse operates Monday through Friday. Orders placed over the weekend will be processed on Monday or Tuesday.
3. Cashback Rewards & Account
How does the WeDoSkin Cashback program work? +
We believe in rewarding our consistent clients. We offer up to 20% Cashback on eligible purchases.
To view your balance: Simply log into your account and navigate to the CASHBACK BALANCE section of your dashboard.
This credit can be applied like cash to lower the cost of any future order.
When is cashback credited to my account? +
Cashback is credited once your order is marked as "Fulfilled" and shipped. It will then appear in your CASHBACK BALANCE area for use on your next purchase.
Does my Cashback Balance expire? +
Yes. Credits expire after 180 days (6 months) of account inactivity. We will send you an email reminder 30 days before any balance is set to expire.
How do I apply my cashback at checkout? +
While logged in, you will see a slider or button at the final checkout stage that allows you to apply your available balance to your current total.
Can I use a discount code and cashback together? +
Yes! You can typically apply your earned cashback on top of promotional discount codes to maximize your clinical savings.
Do I need an account to earn cashback? +
Yes. You must be a registered user and logged in at the time of purchase. Guest checkouts do not accrue cashback rewards.
Can I transfer my cashback to another person? +
No. Cashback is non-transferable and strictly tied to the account that earned it.
What happens to my cashback if I return an item? +
The specific cashback amount earned on the returned item will be deducted from your total balance once the refund is processed.
Is there a limit to how much cashback I can earn? +
No limit! The more you shop for your clinical routine, the more credit you build toward future savings.
How do I refer a friend? +
Visit your account dashboard to find your unique referral link. You earn extra cashback credits for every friend who makes their first purchase using your link.
Do you offer a birthday reward? +
Yes. If you add your birthday to your account profile, you will receive a special cashback bonus every year to celebrate.
How do I reset my password? +
Click "Forgot Password" on the login screen. An automated link will be sent to your email to reset your credentials.
Can I change my account email? +
For security, please reach out to our team via the contact page to update the primary email on your account.
Is there a fee for the cashback program? +
No. The WeDoSkin loyalty program is 100% free for all customers.
How do I opt-out of marketing emails? +
Click the "Unsubscribe" link at the bottom of any email. You will still retain your cashback balance and order history.
Do taxes count towards cashback? +
No. Cashback is earned on the merchandise subtotal before HST/GST and shipping.
Why didn't my last order earn cashback? +
Usually, this happens if you were not logged in or if the purchase was restricted to a specific promotion. Email us for help!
How can I see my past order history? +
Log in and click "My Orders." You can see every clinical product you've ever ordered and the status of current shipments.
Can I earn cashback on gift cards? +
You earn cashback when you *spend* a gift card, but not when you *buy* the gift card itself.
What if I earned cashback but returned my entire order? +
The earned cashback will be reversed. If you already spent that cashback, your refund will be adjusted to reflect the difference.
4. Returns & Protection
Can I return a product if I opened it? +
With Checkout+: Yes! If you purchased Checkout+ protection, you are covered by our 45-Day Satisfaction Guarantee. This allows you to try the product and return it even if it's opened for a full refund or exchange.
Without Checkout+: Due to safety and hygiene standards, we only accept returns on unopened and unused items with seals intact within 100 days.
How do I start a return? +
Please visit our Contact Page here and provide your order number and reason for the return.
What is Checkout+ and what does it cover? +
Checkout+ is a premium add-on that covers lost, stolen, or damaged packages, and provides a 45-day satisfaction guarantee on opened skincare. It also includes a free prepaid return label.
Is return shipping free? +
With Checkout+, return shipping is 100% free. For standard returns, the customer is responsible for shipping costs back to our Calgary facility.
How long do refunds take? +
Once received, we process returns within 3–5 business days. Your bank may take another 5–7 business days to reflect the credit on your statement.
What if my pump is defective? +
Manufacturing defects happen. If your pump won't prime or the bottle is cracked, take a photo and contact us within 48 hours for a free replacement.
Can I exchange a product? +
Yes, as long as it is unopened. For opened exchanges, Checkout+ coverage is required.
What if I have an allergic reaction? +
Discontinue use and contact us. We will guide you through the process or suggest a barrier-repair alternative. Photos are required for clinical reviews.
Are beauty devices returnable? +
Only if they are completely unopened in original shrink-wrap. Once opened, they are final sale due to hygiene, unless defective.
What items are "Final Sale"? +
Clearance items, certain seasonal kits, and gift cards are non-refundable.
Can I return part of a bundle? +
No. Bundles and kits must be returned in their entirety to qualify for a refund.
Are there restocking fees? +
We do not charge restocking fees on eligible, authorized returns.
What if I received the wrong item? +
Reach out via our contact page immediately. We will ship the correct item and provide a prepaid label to return the error.
Is the Checkout+ fee refundable? +
No. The service begins protecting your order the moment you check out and is non-refundable.
How many times can I return products? +
We monitor for return abuse. Excessively high return rates may result in account review or restriction.
Can I return a gift? +
Gifts can be returned for store credit if unopened. Refunds must go back to the original form of payment.
Do you provide labels for returns? +
Labels are provided automatically for Checkout+ users. Standard returns must generate their own labels through Canada Post.
What if my package was stolen? +
If you have Checkout+, we replace it immediately. Without it, you must file a claim with Canada Post and provide a police report.
Do I need original packaging? +
Yes. Items must be returned in their original box/packaging to be accepted for refund.
What if I missed the 45-day satisfaction window? +
Unfortunately, the Satisfaction Guarantee strictly expires 45 days after the delivery date shown on your tracking.
5. Clinical Advice & Usage
How do I know which products are right for my skin? +
Take our Smart Skin Quiz. It uses clinical logic to recommend a routine based on your age, skin type, and concerns.
What is the correct order of product application? +
General rule: Cleanse, Tone, Serum, Moisturize, SPF (Morning). Always thinnest to thickest.
Is "purging" normal when starting clinical skincare? +
Yes. When starting Retinoids or AHAs, your skin cell turnover increases, pushing clogs to the surface. This "purge" typically lasts 2–4 weeks.
Can I use Vitamin C and Retinol together? +
Yes, but use Vitamin C in the morning (to protect) and Retinol at night (to repair) to avoid irritation.
How long to see clinical results? +
Skin cells cycle every 28–40 days. Expect to see significant clinical changes after 8–12 weeks of consistent daily use.
Is clinical skincare safe during pregnancy? +
Always check with your doctor. Generally, avoid Retinol, Hydroquinone, and high-strength Salicylic Acid. We have a "Pregnancy Safe" filter on our shop page.
Do I really need sunscreen every day? +
Yes! 90% of skin ageing is caused by UV damage. Even on cloudy days or indoors near windows, your skin is at risk.
How much product should I use? +
Clinical products are very concentrated. A pea-sized amount is usually enough for the entire face. Using more will not speed up results and may cause irritation.
Can I use these after a chemical peel? +
Stick to gentle, hydrating products until your skin has stopped peeling and the barrier has fully recovered.
My skin is peeling from Retinol, should I stop? +
This is common. Reduce usage to every third night and use the "sandwich method" (moisturizer, retinol, moisturizer) to buffer the product.
Difference between dry and dehydrated skin? +
Dry skin lacks oil (sebum); dehydrated skin lacks water. We carry serums for both conditions.
Should I use an eye cream? +
Yes. Eye skin is 40% thinner than facial skin and has no oil glands, requiring specialized, gentle clinical hydration.
Are facial devices worth the investment? +
LED and microcurrent devices can boost the efficacy of your topicals by up to 300% when used consistently.
How often should I exfoliate? +
Usually 2–3 times a week. Over-exfoliating damages your barrier and leads to inflammation.
Can I use these on my neck? +
Yes. The neck and chest age faster than the face. Always bring your clinical routine down to your collarbone.
I have a question that isn't listed here. How can I reach you? +
We are here to help! For all order help or routine advice, please contact our Calgary support team strictly through our Contact Page here.