Frequently Asked Questions

Black Friday Shipping Advisory

Black Friday and Cyber Week bring significantly higher order volumes for all carriers. As a result, shipping timelines may be longer than usual, and delivery dates cannot be guaranteed. Many express services may be temporarily suspended or unavailable during this period.

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.

About WeDoSkin Canada

What makes WeDoSkin different from other skincare retailers?
We specialise exclusively in professional and medical-grade skincare brands backed by science, clinical research, and real-world patient outcomes. We carry brands typically found in dermatology clinics, not drugstores or beauty chains. Our selection is guided by industry professionals and our treatments follow medically proven protocols.
Is WeDoSkin Canadian?
We’re proud to be 100% Canadian owned and operated skincare retailer, serving clients from coast to coast to coast with authentic, professional-grade products and personalized care. Every order is shipped directly from within Canada, and our flagship clinic in Calgary offers in-person aesthetic and skincare services led by trusted professionals. At WeDoSkin, we take pride in representing Canadian excellence, integrity, and innovation in the world of medical-grade skincare.
Why choose medical-grade skincare over drugstore or cosmetic skincare?
Medical-grade skincare contains higher concentrations of active ingredients, is backed by clinical studies, and is designed to penetrate deeper into the skin. It is formulated to treat specific skin conditions like acne, hyperpigmentation, rosacea, and ageing, and should be chosen with professional guidance.
Who selects the brands and products on your site?
Every brand and product we offer is hand-selected by licensed skincare professionals, based on clinical data, safety, and performance. We do not carry trend-based or influencer-backed skincare without substantiated benefits.

Product Safety, Authenticity & Devices

Are your products authentic?
Yes. We are an authorised Canadian retailer for every brand we carry. All inventory is sourced directly from the manufacturer or their official Canadian distributors.
Are your products suitable for sensitive or post-procedure skin?
Yes. Many of the products we offer are designed specifically for use after chemical peels, microneedling, or laser procedures. If you’re unsure, take our Skin Quiz or consult a professional.
Do your devices come with a warranty?
Yes. Beauty devices come with a 2-year manufacturer warranty. You must register your device with the manufacturer at the time of purchase to activate warranty coverage.
Are opened products returnable?

Without Checkout+:
No. For safety and hygiene reasons, we cannot accept returns on opened or used skincare, serums, creams, or beauty devices. This ensures product integrity and protects all customers.

With Checkout+ added at checkout:
Yes! Opened and gently used products are eligible for our 45-Day Money-Back Satisfaction Guarantee. Checkout+ gives you a free prepaid return label and a full refund, even if the product has been opened and tested. It only costs a few extra dollars and protects your parcel against loss, damage, theft, and 45-day money-back satisfaction (there are limits to how many times you can return orders). We reserve the right to opt you out from this service if the system is abused.

Learn more here: Shipping Guarantee – Checkout+ by WeDoSkin

Not returnable under any circumstances:

  • Items returned more than 45 days after delivery (Checkout+ or not)
  • Empty or heavily used products
  • Items showing misuse or damage not related to manufacturing
  • Beauty devices that are broken due to improper handling
  • Orders placed without Checkout+ once the checkout is complete.

    Checkout+ cannot be added or removed once the order is placed.

Ordering, Shipping & Delivery

Do you offer free shipping?
Yes. Orders over $99 CAD qualify for free shipping across Canada. Orders under $99 are charged a flat shipping rate.
How long will my order take to arrive?
Most orders ship within 1–2 business days. Shipping times vary depending on your province. Tracking information will be emailed to you when your order is fulfilled.
Can I modify or cancel my order after placing it?
If your order hasn’t shipped, we may be able to assist. Contact us immediately via Submit a Request.
Do you ship internationally?
No. At this time, we ship only within Canada.

Returns, Allergic Reactions & Defects

What is your return policy?

Orders placed without Checkout+
You may return unopened, unused products within 100 days of purchase. Opened or used items cannot be returned due to health and safety regulations. See full details here: Refund Policy.


Orders placed with Checkout+
We accept returns on opened parcels within 45 days provided you chose Checkout+ coverage with your purchase. Please see details on Checkout+ here.
What if I experience an allergic reaction to a product?
Discontinue use immediately. Reactions must be reported within 48 hours of receiving the item to be eligible for review. Include photos and a description via our support portal: Submit a Request.
What if my order is damaged, defective or incorrect?
These issues must be reported within 24 hours of delivery. Submit clear photos and your order number to: Submit a Request.
What happens after I submit a return or defect ticket?
Once received, our support team will assess eligibility and respond within 1–2 business days. Approved claims are refunded, replaced, or exchanged according to our policy.

Loyalty, Rewards & Promotions

How does your Cashback Rewards programme work?
Our Cashback Rewards programme is designed to thank our customers for shopping with us. When you make a purchase while logged into your account, you earn a percentage of your order total as cashback. Cashback is automatically added to your rewards balance and can be applied toward future purchases.
How much cashback do I earn per purchase?
The cashback percentage may vary during promotional periods, but typically you earn 5% cashback on all eligible purchases.
How do I use my cashback on a future order?
When you are logged into your account, you will see your available cashback balance at checkout. You can choose to apply all or part of that balance to reduce the cost of your next purchase.
Does cashback expire?
Yes. Cashback expires 180 days (6 months) from the date it was issued. Unused balances are removed after that period.
Do I need to have an account to earn cashback?
Yes. Cashback can only be earned and redeemed by customers who are logged into a registered WeDoSkin account at the time of purchase. Guest checkouts are not eligible.
Can I transfer my cashback to someone else?
No. Cashback is non-transferable and is tied to your customer account.
Is cashback earned on all items?
Cashback is earned on most regular-priced items. Some exclusions may apply during certain promotions or on heavily discounted items. Taxes and shipping are not eligible for cashback.
Where can I check my cashback balance?
You can check your rewards balance by logging into your account and visiting the “My Rewards” or “Account” section. Learn More.
Can I use multiple promotions or discount codes?
Only one discount or promotion code can be applied per order, unless otherwise stated. During storewide or seasonal sales, discount codes are disabled as the system automatically applies the best available discount to ensure you always receive the greatest savings possible.
Do you offer first-time buyer discounts?
We offer exclusive discounts for first-time buyers. You can also sign up for our newsletter to receive promotional materials, special offers, and more.

Skin Advice & Personalised Recommendations

How can I get help choosing the right products?
We offer three paths:
• Take our Smart Skin Quiz for instant routine recommendations.
• Book a virtual consultation with a licensed skincare expert.
• Visit our Calgary clinic for a full skin assessment.
What kind of skin concerns do you help with?
We provide curated solutions for a wide range of skin concerns using medical-grade skincare brands. You can shop by concern or consult with us for targeted advice for the following:

Anti-Aging, Acne-Prone Skin, Blackheads, Dark Circles, Dehydrated Skin, Discolouration, Dry Skin, Dull Skin, Fine Lines & Wrinkles, Large Pores, Oil Control, Rosacea, Sagging Skin, Skin Firming, Uneven Complexion, Uneven Skin Tone, and Visible Redness.
What product categories do you carry for full routine building?
Our product library supports a full face and body regimen using the following clinical-grade categories:

Cleansers & Toners, Exfoliants, Moisturisers, Eye Creams, Serums, Face Masks, Face Sunscreens (Classic, Mineral, Tinted, SPF Makeup), Lip Care, Day & Night Creams, Natural Skincare, Retinols, Antioxidants, Pre & Post Procedure products, Neck & Décolleté Care, Hands & Body Moisturisers, Hair Care, Body Sunscreens, Sexual Wellness, Skin Brighteners, Omnilux Mini Devices & Topical Skincare, Light Therapy Devices, Men’s Essentials, Canadian Brands, Travel Size Products, Skin Supplements, Sexual Wellness, and Accessories.
Do you offer curated kits or themed sets?
Yes. We offer treatment-focused skincare kits that help address various concerns like acne, hyperpigmentation, sagging skin, and more. These kits are designed for convenience, gifting, and targeted skin goals.

Payment & Security

What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and other secure payment options. We also offer buy now, pay later options through Klarna and Shop Pay Installments.
Is your checkout secure?
Yes. We use industry-standard SSL encryption and are hosted on Shopify’s secure commerce platform.

Brands We Carry

We carry 30+ medical-grade, clinic-trusted brands, including:

A–D

AlumierMD Adipeau Advanced Nutrition Programme afa Amika BABOR Colorescience COOLA Suncare Dame

E–L

DP Dermaceuticals Eleven Australia EltaMD Environ FOREO Institut Esthederm GMC Medical Kala Therapy G.M. Collin iS Clinical Jane Iredale

M–Z

NuFACE Omnilux PCA Skin Revive7 Ruby Hammer Sachajuan TEOXANE TiZO Vivier Yonka Paris ZO Skin Health

If your question isn’t listed here, please contact our support team or open a ticket:

Submit a Request