Returns & Refunds

IMPORTANT NOTE: Orders cannot be cancelled or changed once confirmed as PROCESSED by our system. We cannot guarantee that email requests for cancellations will be processed. 

Order Processing and Shipping Times

All order payments are processed immediately (subject to credit approval). Following successful payment approval, we strive to have your package shipped as quickly as possible but due to the nature of our product, this can take more than 48 hours.  If you have any questions about this policy, please contact us. Please note that the delivery times quoted are based upon normal business volumes. During times of heavy volume, all services can take up to five (5) days longer. Please note Hawaii and Alaska are only available via Express shipping – no ground service is available.

Order Cancellation and Changes
We do not accept order cancellations or changes once an order has been processed via our web-site or by phone. If you email us with instructions to cancel your order, we can make no guarantee that this cancellation will be processed as requested. If you have any questions, comments, or concerns about your order, please contact one of our Customer Care representatives.

 

Return Inquiries
If you have any questions or concerns about your order, please contact one of our Customer Care Representatives. Do not return your products until you have spoken to a Customer Care representative. If you qualify for an online credit, exchange, or refund, shipping and handling fees are non-refundable.

 

New USPS Regulation

Due to "Heightened Security" measures all packages over 16 oz. going to an APO/FPO address will be returned to sender if they are not presented in front of a USPS clerk.* *Since we ship all of our packages from Canada, we can not comply with the USPS regulations, resulting in return of the packages going to an APO/FPO address. Therefore as per our shipping carrier's recommendation we will not accept any orders going to an APO/FPO address. As an alternative customers can provide us with an continental US physical mailing address (no PO boxes), to which we can deliver . We are sorry for the inconvenience. 

US Food & Drug Administration (FDA) Policies
Given the Heightened Security mentioned above, the FDA is increasing its scrutiny of packages shipped across the US border which contain natural and fresh ingredients. For those packages held at the border under FDA review, a charge is levied for release and UPS has made a decision to pass this charge onto the customer awaiting the shipment. Beauty Supply Canada cannot assume responsibility for these additional charges nor cannot it be held responsible for any delay in delivery resulting from the execution of FDA policies. 

Shipment Tracking
Shipment tracking is a service provided by the carrier chosen for the delivery of your package. Each carrier assigns a unique tracking code to your package once that package is recorded as being in their system, i.e. has actually left our distribution warehouse. Beauty Supply Canada is given access to these tracking codes by the carrier once a package is shipped. Until the carrier assigns these tracking codes, Beauty Supply Canada cannot provide you access to tracking codes. Our system will automatically send you an email with your tracking number, however, these are sometimes not activated by the carrier until up to 72 hours after you receive the email.

 

Special Instructions for Delivery: Beauty Supply Canada cannot accommodate special instructions for delivery such as leaving at the side-door or leaving with the concierge that are entered by customers in the comment field of the orders. Both UPS and Canada Post do not accommodate these special instructions and Beauty Supply Canada is bound by the services provided by each courier. Please do not enter delivery instructions in the comment field of the order as these will not be taken into consideration when your packages are shipped.

 

Change of Shipping Address

Typically, Beauty Supply Canada cannot accommodate shipping address changes once an order has been placed and confirmed by email as processed. UPS does accept shipping address changes while a package is in transit as long as the package is not out for delivery. Beauty Supply Canada cannot contact UPS to make shipping address changes on behalf of the receiver. The receiver must contact UPS directly and notify them of the change – UPS requires that the receiver provide the tracking number for their package to complete the address change. UPS can be contacted toll-free at 1-800-782-7892.  Unfortunately, Canada Post does not accept address changes once the package is in-transit. 

UPS Shipping Policies / Terms and Conditions of Service 
For shipments to the US using the services of UPS. As such, we are bound by the terms and conditions of their service. We would like to bring your attention to the following specific terms of this service: 

Special Instructions for Delivery 

UPS cannot accommodate special instructions for delivery such as leaving at the side-door or leaving with the concierge Beauty Supply Canada cannot be responsible for providing UPS with special instructions for delivery that are entered by the customers in the comment field of orders. 

Deliveries Attempted Three Times without Extra Charge
UPS attempts to deliver a package three times. If on the 3 rd attempt, delivery is unsuccessful, UPS will send a postcard via U.S.P.S. to the receiver notifying them of the package and the attempted deliveries. 

Special Handling of Undeliverable Packages 

International shipments refused by the consignees, or which for any other reason cannot be delivered, will be held, and UPS will attempt to contact the shipper for further instructions. The shipper will be responsible for payment of all charges, including, but not limited to, forwarding, disposal, or return transportation charges, as well as any duty and tax, if applicable. 

In addition, keep in mind that UPS does not reimburse us for frozen or melted product or any damaged liquid product (perfumes, liquid shampoos, and shower gels). If you live in an area prone to freezing temperatures, you should ensure that there is someone at your shipping address to accept the package. Ultimate Beauty Online does not accept responsibility for products that are melted or frozen after they leave our warehouse.

For a complete list of UPS Terms and Conditions, please click here
We use UPS to ship our products to the US and they cannot deliver to a PO box address. Therefore we can only ship to a physical address and apologize for any inconvenience this may cause. Under special circumstances we can ship via USPS but these shipments cannot be tracked and, therefore, we cannot guarantee successful delivery on these shipments.

Shipping Charges 
All Shipping charges are based on the type of service selected, the weight of the shipment and the delivery destination. Not all services are available to all areas. Please note, Hawaii and Alaska are only available via EXPRESS shipping – ground service is not available. 

Tax and Duties 
All customers from British Columbia will be charged 5% GST and 7% PST. Customers from all other provinces will be charged 5% GST, unless that province has provincial taxes, which then of course those will be charged accordingly. There is no tax on the orders going to the USA. US Customs may levy an import duty on certain items in an order valuing more than a total of USD $200 (excluding shipping cost), and the total amount of the duty will be collected from the importer (customer) by the delivering courier under section 321 of 1931 US Customs Act.