FAQ - Face Club

Frequently Asked Questions

WHERE DOES FACE CLUB SHIP ?

We currently ship across Canada. Sign up for our email list to be the first to know when we expand to other countries.
WHEN WILL MY ORDER SHIP ?

Processing takes 1-2 business days. You'll get an email with a tracking number as soon as your package ships. Orders placed after 1pm PST are shipped the following business day. Orders placed after 1pm PST on Friday (as well as Saturday and Sunday) will be processed the following Monday.
HOW CAN I CHANGE MY SHIPPING ADDRESS ?

If you realize your order is shipping to the wrong address, please email hello@faceclubskin.com as soon as possible.
I HAVE QUESTIONS REGARDING MY PACKAGE. WHAT SHOULD I DO ?

We're here to help! Please email hello@faceclubskin.com

WHAT IF I'M PREGNANT ?

We can proudly say that all of our brands are pregnancy safe (minus supplements). If you are using a Vitamin A product, we recommend dropping down one or two levels during pregnancy. You should always consult your doctor prior to use.
WHEN WILL I SEE RESULTS ?

Skin transformations don’t happen overnight. While we can’t guarantee that you’ll notice results after a specific amount of time, we can assure you that our products contain high levels of active ingredients and if used correctly, can be truly transformative. Typically with more advanced concerns like advanced aging, acne, and hyperpigmentation, visible results are noticed around 3 months. We recommend a consultation with one of our skin therapists because the best results are achieved with consistency and personalization.
WHAT IS MEDICAL GRADE SKINCARE ?

Medical Grade Skincare products are clinically proven to penetrate to the deeper layer of the dermis, while also contain higher levels of active ingredients. Medical grade products work at the cellular level to make changes, making them highly effective in comparison to drugstore and over-the-counter products. They have delivery systems that send active ingredients to the deeper layers of the skin.
HOW DO I RECEIVE CUSTOM FORMULATED PRODUCTS ?

In order to receive custom formulated products, you must book a consultation. The products are highly customized and require a thorough skin consultation beforehand.

HOW DO I LOG INTO MY CUSTOMER ACCOUNT ?

You can log in to your customer account through faceclubskin.com. On your customer account you can view your orders, addresses, and rewards points.
DO YOU OFFER SUBSCRIPTIONS ?

Yes, you can schedule your orders to automatically process and ship every 3 months.
HOW TO I COLLECT AND REDEEM REWARDS POINTS ?

You can earn points by creating a customer accounts, following us on social media, placing orders, leaving reviews and more. Your points can be redeemed at checkout.

WHAT IS YOUR CANCELLATION POLICY ?

Our e-commerce team begins processing orders quickly, so please email hello@faceclubskin.com with your order number as soon as possible. We'll do our best to address your cancellation, although we can't guarantee that any changes can be made after an order is placed.

DO YOU HAVE GIFT CARDS ?

Yes, you can purchase a gift card on faceclubskin.com and it'll be emailed directly to the recipient! Gift cards can be redeemed online for any product or consultation purchases.
CAN I MAKE A RETURN OR EXCHANGE ?

Looking to submit a refund or return? Please email hello@faceclubskin.com to fill out a short form to help us understand your situation and follow up appropriately.

We offer a 14 day full refund* policy for items that are unopened, unused, and with original packaging still intact. Product(s) must be in their original packaging. We do not accept returns on opened products.

*Refunds do not include shipping charges.

If you receive a damaged or faulty product, please contact hello@faceclubskin.com for more information.