BeautySense FAQ

Creating an account is quick and easy. Just sign up using your name, email address, and password. Once registered, you can manage your details, track orders, and shop faster next time.

With an account, you can:

• Track your orders in real time
• View your order history
• Manage your personal information
• Earn and redeem BeautySense Points

Yes — BeautySense is an authorized retailer for all the brands we carry. We work directly with brands and their official distributors to ensure that every product we sell is:

• 100% authentic
• Fresh and properly stored
• Shipped directly from trusted sources

This means you can shop with confidence knowing you’re receiving genuine, professional-grade skincare every time you order from us.

No problem! Click “Forgot Your Password?” on the sign-in page and follow the steps to reset it.

If you need help, you can also reach us at:

☎ 1-855-922-3636 Monday–Friday, 8:30 AM–4:30 PM EST

You can check your order anytime by logging into your account and going to “My Orders.”

Once your order ships, you’ll receive an email with tracking information.

We start processing orders right away to get them to you as quickly as possible, so changes or cancellations aren’t always possible.

If you need help, please contact us as soon as possible with your order number and your updated information:

✉ info@beautysense.ca ☎ 1-855-922-3636

If your order hasn’t shipped yet, we’ll do our best to assist you.

Orders are typically processed within 1–5 business days. During busy sale periods or promotions, it may take a little longer.

At this time, we only ship within Canada.

We offer free expedited shipping on orders over $35.

Orders under $34.99 will be charged a flat rate of $10.

Once your order ships, you’ll receive an email with your Canada Post tracking number.

You can also find your tracking details under the “My Orders” tab in your account.

Please allow up to 24 hours for tracking updates to appear.

It’s normal for tracking to take up to 24 hours to update after your order ships.

If there has been no movement for more than 48 hours, please contact us with your order number and we will be happy to look into it for you.

If your tracking shows your order as delivered but you haven’t received it, don’t worry — here are a few quick things to check first:

• Confirm your shipping address on your order confirmation
• Check around your property (front door, mailbox, concierge, parcel locker, etc.)
• Ask household members or neighbors in case it was accepted on your behalf

Sometimes carriers may mark a package as delivered slightly before it arrives, so we recommend waiting 24 hours as well.

If your package is still missing after 24 hours, please contact us at:

✉ info@beautysense.ca ☎ 1-855-922-3636

We’ll open an investigation with Canada Post and guide you through the next steps.

If your parcel arrives damaged, please contact our customer care team within 48 hours of delivery. To help us review the issue as quickly as possible, we may request photos of:

• The outer shipping box
• The packing materials
• The damaged item(s)
• The shipping label

Once received, our team will review the claim and work with you to determine the best possible resolution, which may include a replacement, or refund where appropriate.

Please note that all damage claims are assessed on a case-by-case basis.

Each situation is reviewed on a case-by-case basis. While responsibility for a package transfers to the recipient once it is marked as delivered by the carrier, we understand that delivery issues can still occur. If this happens, our team will gladly assist by working directly with you and the carrier to investigate the issue and determine the most appropriate resolution whenever possible.

To help ensure safe delivery, we recommend:

• Using a secure delivery location (workplace or concierge if available)
• Double-checking your shipping address before placing your order
• Adding delivery instructions when possible

We accept:

• Visa
• Mastercard
• American Express
• Visa Debit
• PayPal
• Apple Pay
• Google Pay

We also offer flexible payment options through:

• Afterpay
• PayPal Pay Later

Please double-check:

• Your billing address matches your card
• Your CVV/security code is correct
• Your card is not expired

If all of your information appears correct and the issue persists, we recommend contacting your bank or reaching out to our team for assistance at:

☎ 1-855-922-3636 Monday–Friday, 8:30 AM–4:30 PM EST

Enter your promo code at checkout in the Apply Promo Code box. Only one code can be used per order.

Yes! We regularly share promotions through:

• Email newsletters
• SMS updates
• Seasonal campaigns

Be sure to sign up for our newsletter and SMS to stay updated on our latest offers.

Yes! When you create a BeautySense account, you’ll automatically begin earning BeautySense Points on eligible purchases.

You earn points equal to 5% of your purchase value (before taxes and after discounts), which equals 1 point for every dollar spent at BeautySense. To start earning, simply click the Sign Up button at the top left of our homepage and create your account.

Please note:

• You must be logged into your account at checkout to earn points
• Points are automatically added to your account after your order is placed
• Accumulated points can be redeemed as a discount on future orders
• Points cannot be sold, transferred, or exchanged for cash
• If an item is returned, the corresponding points will automatically be removed from your account

You can redeem your BeautySense Points directly at checkout by selecting Apply Points.

Points can be converted into store credit as follows:

100 points	= $5 off
200 points	= $10 off
500 points	= $25 off
900 points	= $45 off

Please allow up to 30 days for points to appear in your account balance.

Yes! We include complimentary samples with every order. Complimentary samples are selected based on current availability.

Yes! If you’re subscribed to our newsletter and have added your birthdate to your account information, you’ll receive a birthday gift once per year with a qualifying purchase.

Details are sent by email and may vary each year.

We want you to love your purchase. If something isn’t quite right, we’re here to help.

• Unopened, unused, and sealed products may be returned or exchanged within 30 days of purchase
• Items must be returned in their original packaging and in resalable condition
• Shipping fees are non-refundable
• If you experience an allergic reaction, please contact us right away so our team can review the situation and assist you further

For damaged or incorrect items, please notify us within 48 hours of delivery so we can resolve the issue as quickly as possible.

For hygiene and safety reasons, certain items — including adult products, hair care, and makeup — are considered final sale once opened or used.

If a return is approved, return shipping costs are the responsibility of the customer unless the item received was damaged or incorrect.

Yes! We’re happy to help with exchanges when possible.

To qualify:

• Request must be made within 30 days of purchase
• Item must be unopened, unused, and in original packaging
• Exchange must be approved by our team

We’ll guide you through the process once your request is received.

We’re so sorry if this happens — we’ll fix it quickly.

Please contact us within 48 hours of delivery at:

✉ info@beautysense.ca ☎ 1-855-922-3636

Include your order number and photos if possible so we can resolve it right away.

Sometimes products are:

• Discontinued by the brand
• Updated with new packaging or formulas
• Temporarily out of stock

If you need help finding a replacement, our team is happy to recommend alternatives.

We’re always here to help:

✉ info@beautysense.ca ☎ 1-855-922-3636 Monday–Friday, 8:30 AM–4:30 PM EST. We aim to respond to all inquiries within 24 hours (excluding weekends and holidays).