Returns & Exchanges
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 [email protected] 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 [email protected] 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 [email protected]. 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.