Shipping policy
Effective date: 2026-06-22. This policy applies to orders placed on or after that date.
Last updated: 2026-09-08. The version in effect when you placed your order governs that order.
Where we ship
We ship to eligible Canadian delivery addresses only. We do not currently ship to the United States or other countries.
Shipping charges and services
- Standard tracked shipping is free on eligible Canadian orders, with no minimum purchase.
- If a paid faster-shipping option is available for your address, its name, price, and available delivery estimate will be shown at checkout before you place the order. Availability is not guaranteed.
The complete order price, including applicable taxes and any optional shipping charge you select, is shown before you submit the order.
Processing and delivery estimates
We aim to pack and hand an order to the carrier within 1 business day. Orders placed on weekends or statutory holidays are normally handled on the next business day. During a launch, promotion, or unusually high order volume, processing may take up to 2 additional business days.
Standard service is provided by Canada Post or another tracked carrier selected for the destination. Before you submit an order, checkout will identify the carrier, available service, and estimated delivery timing for your address. The order confirmation records the delivery information that applies to that order.
Delivery timing is an estimate, not a guaranteed delivery date. Weather, carrier volume, remote-location service, incorrect addresses, and other circumstances outside our reasonable control can affect delivery. A delay does not reduce any cancellation or other right provided by applicable consumer law.
Tracking
- We send tracking information when the shipping label is created. Carrier scans may take time to appear.
- If tracking has not updated for 3 business days after the shipping-confirmation email, contact hello@nucleoraskin.com and we will investigate.
Address changes
Check the delivery address before submitting your order. If you notice an error, contact us as soon as possible. We will try to correct it before dispatch, but we cannot guarantee a change or reroute after the parcel has entered the carrier's network.
Canadian duties and taxes
Because we currently ship from Canada to Canadian addresses only, an order is not subject to import customs duties at delivery. Applicable sales taxes are shown at checkout.
Delayed or undelivered orders
Contact hello@nucleoraskin.com if an order is materially late or tracking indicates a problem. We will investigate with the carrier. A carrier investigation does not reduce your rights against us.
Consumer law may provide a cancellation right when goods are not delivered within a prescribed period. In British Columbia, the relevant period generally runs for 30 days after the supply date specified in the contract. If no supply date was specified, it may run for 30 days after the contract was made. Other provinces may provide additional rights. See our Refund Policy.
Incorrect, damaged, or concerning deliveries
- Incorrect or visibly damaged order: contact hello@nucleoraskin.com promptly with the order number and a photo if reasonably available. We will investigate and provide the remedy required by law, which may include a replacement or refund.
- Suspected contamination or product-safety concern: contact safety@nucleoraskin.com. Keep the product, carton, and lot information until we provide instructions, unless doing so would be unsafe.
Returns
Return-shipping responsibility, refund timing, the 90-day first-bottle satisfaction guarantee, and statutory cancellation rights are described in our Refund Policy.
This policy is available in French at nucleoraskin.com/fr/policies/shipping-policy.
Contact
Shipping and delivery: hello@nucleoraskin.com
Product-quality and safety concerns: safety@nucleoraskin.com
NUCLEORA SKINCARE INC., 2155 Emerson St, Abbotsford, BC V2T 3H8, Canada