TVLWe are shipping with UPS & Purolator until the Canada Post strike ends | Free shipping in Canada over $175 

Shipping

Returns

Not loving your purchase? No worries!

We are happy to exchange or refund any unused and unopened products within 30 days of purchase with the original receipt/order number.

Want to return after 30 days? Returns that are made after 31 days may be eligible for in-store credit, however they are not guaranteed. Returns require validation and approval at the discretion of The Vanity Lab and/or the respective brands from which the products were purchased.

Once we receive and inspect your package, we will reach out and confirm whether a refund can be processed. If so, we’ll process your refund to your original method of payment within 3-10 business days.

Please note that any refund will not cover or include the cost of return shipping.

The Vanity Lab is not responsible for returned packages that may be lost or damaged during transit. To ensure that we receive the package we recommend that you choose a method of shipping with tracking and insurance.

Please contact customer care at orders@thevanitylab.com for further assistance.

Exchanges

We only exchange items if they are defective or damaged upon arrival. If you think your package might’ve been damaged on route, or that a product arrived defective, please take a photo of all the evidence and send it to us at orders@thevanitylab.com and we will be happy to investigate this for you.

If approved, we will send you a prepaid label to send the product back to us, and we will ship out your replacement product within 1-7 business days.

All returns and exchanges should be sent to:

302-1110 Hamilton Street
V6B 2S2, Vancouver, British Columbia

Exclusions

The following items are final sale & not eligible for a return or an exchange:

  • Clearance, sale or discounted items
  • Gift Cards (In-store & online)

Order Cancellations & Adjustments

  • Out of Stock Items: If an item in your order is out of stock for over our 2-week processing time, our customer care team will be in touch to discuss a solution.
  • Order Cancellations & Adjustments: We normally don’t accept any order cancellations or adjustments once an order has been processed.

SHIPPING POLICY

Processing & Shipping Times

Our shipping processing time ranges from 1-10 business days*. This does not include delivery times, which depend on your geographical location.

If an item in your order is backordered or will take over 10 business days to arrive at our warehouse, we will send out an email to inform you, and with our next steps.

* During sales, please allow up to an additional 5 business days for your package to be processed.

Free Shipping

We offer free domestic shipping on orders over $175, before tax & after discounts.

Package Undeliverable

Canada Post may return packages to us due to, but not limited to, address errors, missing relevant information, or due to not being picked up.

If your order has been sent back to our warehouse, you will incur a $10-$15 shipping fee for your package to be reshipped out, or if you would prefer a refund, we will deduct the original cost of your shipping label from your refund amount.

Product Availability

Product availability can be subject to change at any time. We will reach out to you if we need to refund some of the items in your order, or alternatively place the order on hold, due to stocking delays.

ZO Skin Health

We can currently only ship ZO Skin Canada-wide, however, we are happy to ship all other brands worldwide.

VANCOUVER IN-CLINIC PICKUP

Live in the area, and don’t want to wait for shipping? Try our In-Clinic Pickup option at checkout!

In-Clinic pick up allows you to place your order online and pick it up in store, avoiding wait times, and ensuring your order is in stock!

How it works:

  • Once you reach the checkout page while placing an order, you should have an option for In-Clinic pick up. This option will appear after you have submitted a BC address as your billing/shipping address.
  • You will receive an email confirmation once your order has been placed. You will then receive a “Ready for Pickup” email once your order has been processed and ready for pickup.
  • Please wait until you receive the second email for pick up before you head into the clinic*.

Vancouver In-Clinic Pick Up Processing Times

Our processing times typically range from 1-5 business days, however, during a sale, it can take up to 7 business days for processing time. Please wait until you receive your “Ready for Pickup” email before you head into clinic.

In a rush and really need your items? No worries!

Instead of placing an In-Clinic Pick up, we recommend calling our Vancouver location at 604-699-1001 to see if an item is in stock, and then heading to our Vancouver location to make a purchase in person.

Please note that this is only valid for our Vancouver location. Our online store operations are located within Vancouver, therefore the option to shop online & select curbside pickup is only available in Vancouver.

If you live in Edmonton, please call the local clinic at (825) 401-4011 or e-mail edmonton@thevanitylab.com. Our Edmonton location will always honor prices found on our online store, and you can call the clinic to place an order with them to pick up in person.

TREATMENT PURCHASES – MONTHLY PROMOS

Pre-purchased treatments & packages will be added to your file for you to book as you please within a year of purchase – if you have not used the treatments after 1 year, the value paid will be transferred into a credit on your account for you to use as you wish. Please contact us to book.

Please note that the purchase of monthly promos online is only available for our Vancouver location. Our Edmonton location will honor the same deals – to purchase any monthly promo treatments in Edmonton, please call (825) 401-4011 or e-mail edmonton@thevanitylab.com.

FREQUENTLY ASKED QUESTIONS

  • My refund is late. What do I do?

If the designated refund processing period has elapsed and you have not observed a refund credited to your card, please ensure that you are reviewing the correct bank account associated with the initial order processing. Subsequently, contact your credit card company or bank, as they may have an additional processing timeframe beyond ours.

If, after these steps, the refund is still pending, kindly reach out to us at orders@thevanitylab.com for further investigation and assistance.

  • Why is my order delayed?

Due to a high volume of orders, there may be delays in shipping.

  • What if the item I want is out of stock?

Due to the high traction of business, our products can sell out fast! If the item you’re looking for is out of stock, please continue to check back regularly.We frequently update and restock our site with all our favorite skincare goodies!

  • How do I track my order?

When your order is shipped from our warehouse, we will automatically send you an email to confirm your shipment – this email will include a tracking number and a link to track your package.

  • When I click on my tracking link, it says there's no order associated with it?

If your tracking number fails to show any update, please don’t stress! It can take up to 48 hours to activate on our courier's end. Due to a high volume of orders, especially during a sale, shipping couriers may take even longer to activate the tracking information.

  • Why is part of my order missing?

We strive to get our orders out as quickly as possible. If a product in your order is on backorder or will take over 2 weeks to get to our warehouse, it is possible that we will ship out the first part of your order and will then ship out the second part when the stock arrives.

If your order arrives with part of it missing, please check your email and spam for an email from us stating this. If you still don’t see an email, please contact our customer care at orders@thevanitylab.com with photos of what you received and a brief explanation email so we can further assist you.

  • How do I change or cancel my order?

We do not normally accept order cancellations or changes once an order has been processed.

  • How do I return my order?

Please see our Returns & Exchanges policies listed above.

  • Can I change my address once my order has been placed?

Reach out to our customer care immediately. We’ll make every effort to change the shipping address if your order has not been processed or shipped yet.

  • What do I do if my order says delivered but never arrived?

Sometimes a package can say it was delivered but then actually arrives the next day. Wait a day and then double check that your shipping address is correct with all the applicable information (unit number, buzzer code, delivery instructions etc.). Please also have a look outside of your delivery address (mailroom, concierge, front door), as well as check in with your neighbors and/or building manager to ensure that no one else was mistakenly delivered your package.

If you still have not located your parcel, please email us at orders@thevanitylab.com with a description of your enquiry and we will proceed with the next steps. It is also recommended that you reach out to Canada Post to create an investigation as well to speed up the process.

  • I want to swap from Shipping to In-Clinic Pick Up or vice versa, how can I do that?

Due to our high volume of orders, once an order is placed, we typically don’t accept any adjustments. If you have a question regarding your order, please email us at orders@thevanitylab.com.

SALES, PROMO CODES, DISCOUNTS & GIFTS

From time to time, The Vanity Lab may launch sales events. Those are communicated exclusively through our newsletter, and sometimes social media, where specific terms & conditions for each sale event will be listed.

  • Promo codes or promotional offers can’t be combined.
  • Monthly gifts with purchases are only valid for product (skincare) purchases.
  • Gifts with purchase cannot be reedemed in combination with any product discounts.
  • Monthly gifts with purchase are added to your cart upon entering the correct promo code for that month’s gift, communicated over newsletter and/or social media posts. Once you enter the promo code to your cart, if the gift is still in stock, it will show up in your cart. If the gift doesn’t show up in your cart after adding the promo code, you either didn’t qualify or it is sold out.
  • Monthly gifts with purchased have limited quantities and may sell out before the end of the month.
  • During sales, no exchanges or refunds will be processed.
  • Discounts cannot be applied to purchases made before the announcement of the sales event.
  • Due to volume of orders during sales events, your may experience longer than normal shipping times. Please allow up to 10 business days for orders to be processed.
  • Once you have selected shipping as the delivery method this cannot be changed to curbside pick up.
  • Curbside pick-up is only for Vancouver. For our Edmonton location, please place an order directly with the clinic.
  • No additions can be made to orders after they have been placed, a separate order must be placed.
  • Some products or brands may be excluded.

The Vanity Lab reserves the right to modify, shorten or cancel any sales event, including discounts, terms and date ranges, at our discretion. In cases of technical errors or other unforeseen circumstances, adjustments may be necessary to ensure the accuracy of our promotional offerings.