Politique d’expédition

Thank you for shopping with THAT Skincare! We are proud to ship our products from our headquarters here in Canada. Here is everything you need to know about how we get our products to you.

 

Order Processing Time

 

All orders are processed within 1-3 business days after receiving your order confirmation email. You will receive another notification when your order has shipped.

  • Please note that we do not ship on weekends or statutory holidays.

  • During high-volume periods (like sales or holidays), processing times may be extended to 3-5 business days. We will notify you if any significant delays are expected.

 

How to Check Your Order Status

 

When your order has shipped, you will receive an email notification from us which will include a tracking number. Please allow up to 48 hours for the tracking information to become available.

If you haven’t received your order within 10 business days of receiving your shipping confirmation email, please contact us at that@therecoveryspa.ca with your name and order number, and we will look into it for you.

 

Shipping Restrictions

  • We are unable to ship to P.O. boxes.

 

Policy on Lost or Damaged Items

This is a rare occurrence, but we are here to help if something goes wrong.

Damaged Items:

Please inspect your order upon reception. If you receive an item that is damaged, please contact us within 48 hours of delivery at that@therecoveryspa.ca.

To help us resolve this quickly, please include:

  1. Your Order Number

  2. A photo of the damaged product

  3. A photo of the shipping box it arrived in (this is required for us to file a claim with the carrier)

We will respond promptly to arrange for a replacement or a refund.

Lost Items:

An order is considered "lost" if it has not been delivered within 30 days of the shipping date. If your tracking information shows no movement for an extended period, please contact us at [your email address] so we can initiate an investigation with the shipping carrier.

We are not responsible for packages that are marked as "Delivered" by the carrier but are stolen from your doorstep.