Shipping Policy

How do I know what’s happening with my order?

You will receive an email confirming your order with us. As soon as your order has shipped you will receive a second email with your tracking number. If you for some reason do not receive this email, kindly email us at orders@graydonskincare.com and we will be happy to send you the information!

What if I received an order with broken items, missing items, or my package is missing?
Please email orders@graydonskincare.com as soon as you can, and we will be happy to assist you. If your package did not arrive but your tracking number has confirmed delivery, then we will have our shipping center open a service ticket with the shipping provider to investigate. This process can take one week to a month. If the provider deems the package lost or stolen, then a separate claim will be made. Please note that if tracking indicates it has been delivered and the shipping provider is unable to resolve the issue, we cannot be held responsible for lost, misplaced or stolen packages.

How long will it take for my order to arrive?

We do our best to get your order out within 48-72 hours of receipt. Shipping times vary according to final destination.

*Please note that the purchase of electronic gift cards do not count towards the Free Shipping total.

Do you pay for customs and taxes?
Orders being shipped to the US may be subject to customs inspections and fees. In the event that customs fees, brokerage fees, and/or taxes are applied to your order, these are the responsibility of the purchaser. We do not pay for duties and/or taxes, nor can we control delays due to customs and import laws. A shipping refund will not be given if your package is delayed beyond our control.

What is Confirmed Delivery?
We offer ‘Confirmed Delivery’ shipping which means that a signature is required upon delivery. Delivery with signature helps to reduce potential theft or an erroneous delivery so we would encourage you to choose this option if there is no one available to receive to personally receive your shipment. Please note that we are not able to offer compensation or reshipments for lost/stolen packages for those who do not choose ‘Confirmed Delivery’.

Do you ship internationally?
If you would like us to ship your products outside of North America, kindly email us at: orders@graydonskincare.com and we would be happy quote international shipping directly with you. Please note that there is a $100 minimum order on all international orders. Free shipping does not apply for international orders. Please note that Graydon Skincare is not responsible for the country’s duties and tariffs, or any delays due to customs issues. We suggest you review your countries local import policies before inquiring with us to ship internationally. All international orders are final sale and we do not provide returns or refunds due to customs delays, holds, taxes, fees, or if your package is not deliverable due to your countries import restrictions.

Returns

How do I inquire about a return?

Our goal is to help you find the products that you and your skin will love! If you have any problems with your order, please email orders@graydonskincare.com

Can I cancel or change my order?
We cannot modify or cancel your order once it has been processed, as our packing and shipping is done by a third party fulfillment centre, and we do not have the ability to intercept orders after “check out”.

What is your return policy?

Do you pay for shipping?

Graydon Skincare will not refund the cost of shipping fees on your original order. Please note that you will be responsible for the return shipping fees. We reserve the right to charge a restocking fee.

If you are shipping outside of Canada please make sure to label your package as a ‘Return’ on customs documents. Graydon will not pay duties or taxes on return shipments.

If you are shipping products back for a refund, we strongly recommend you get tracking and insurance for your package. We are not responsible for packages that fail to reach us.

What can’t I return?
Please note sample sizes of our products and Bamboo Charcoal Konjac Sponges can not be returned. We also will not accept a return once 30 days have passed.

What happens if an order is fraudulent?
If we perceive your order to be fraudulent, we will place your order on hold and email and/or call the email address and phone number you provided at checkout, asking you to confirm your order details. If we do not hear back within 2 days, we will proceed to cancel your order.