What happens if my parcel is lost?
If a parcel is not delivered successfully, we will open up an investigation ticket and look into the case, which may take up to six weeks. In a case where Canada Post does not provide proof-of-delivery confirmation, we will ship you a replacement package at no extra cost to you. However, if proof-of-delivery can be confirmed for your parcel, Salima Skin Solutions will not be held responsible for the replacement of your products.
NOTE: It is the sole responsibility of the customer to track their parcel online in order to stay up-to-date on the pending delivery of your package . Once processed by your local postal office, they will attempt to deliver your package to the shipping address noted on your order. In the event of an unsuccessful delivery attempt, for example if nobody is at the address to receive or sign for the parcel, then a delivery notice will be left informing the customer of the failed delivery attempt as well as provide details on the next delivery attempts and/or availability for pickup at a local post office.
If for any reason the parcel is unclaimed within a certain timeframe (typically 15 days), your postal service will ship the parcel back to us (the sender in Canada) at our own expense.
In the event that an unclaimed package is sent back to us and the customer requests re-delivery for any reason, the customer will be required to re-pay the shipping costs associated with your country rates plus the initial costs incurred by us to have the parcel returned to us.
In order to avoid any hassle, inconvenience, and potentially expensive scenarios in the delivery process, we kindly request that customers carefully track their orders and take appropriate action to ensure the successful delivery of their packages.
Once an order is placed, the item(s) are shipped within 48 hrs. If you have placed a pre-order, please refer to your original order confirmation email for shipping details.
Please note that your shipping and billing information is required to match in order for us to successfully process your order.
For security purposes, in the event an order is placed with different billing and shipping addresses we reserve the right to automatically cancel your order and issue a full refund to you within 24 hrs. If you have any special requests, please do not hesitate to contact firstname.lastname@example.org as we are more than happy to try our best to accommodate you.