SHIPPING AND RETURNS

Shipping Policy

Last updated / Dernière mise à jour: April 22, 2026

Important — Language / Langue: This Shipping Policy is offered in English. In accordance with the Charter of the French Language (as amended by Bill 96), the French version (Politique d’expédition) has been made available to you and is the governing version. In the event of any conflict between the English and French versions, the French version shall prevail.

En vertu de la Charte de la langue française (telle que modifiée par le projet de loi 96), cette Politique d’expédition est offerte en anglais. La version française (Politique d’expédition) vous a été rendue disponible et constitue la version officielle. En cas de divergence entre les versions anglaise et française, la version française prévaut.

This Shipping Policy forms part of our Terms of Service and should be read together with them. By placing an order on secretskinco.com, you agree to the terms below.

1. Processing Time

We lovingly prepare each order by hand in our small workshop in Gatineau, Québec.

We aim to process and ship all orders within 48 hours on business days (Monday to Friday, excluding Québec and federal statutory holidays).

Orders placed on weekends or holidays will be processed the next business day. During busy periods or when crafting special batches, slight delays may occur — we will notify you by email if your order will take longer than 3 business days.

2. Shipping Methods and Delivery Estimates

We ship via trusted Canadian carriers (primarily Canada Post, with options for other couriers where available). Delivery timeframes are estimates only provided by the carrier and are not guaranteed.

Typical delivery times within Canada (after shipment):

Standard shipping: 3–7 business days
Express options (where selected at checkout): 1–3 business days

We are not responsible for delays caused by the carrier, weather, customs, strikes, or other events beyond our reasonable control.

Risk and Title: Risk of loss or damage to the goods passes to you upon delivery to the shipping address you provided. However, for the purposes of the Québec Consumer Protection Act, we remain responsible until you (or someone at your address) physically receive the order.

3. Shipping Costs for Orders

For orders within Canada, or for international orders, shipping rates are calculated at checkout based on weight, package size, and destination. All applicable shipping charges are clearly displayed before you complete your purchase, in full compliance with the CPA.

4. International Shipping

We welcome orders from outside Canada. International shipping rates, duties, taxes, and import fees (if any) are displayed at checkout and are the responsibility of the buyer.

We are not responsible for customs delays, brokerage fees, or any duties/taxes imposed by the destination country. Please check with your local customs office for estimated costs.

5. Delivery Address and Issues

Please ensure your shipping address is complete and accurate. We cannot be held responsible for orders sent to an incorrect address provided by you.

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at info@secretskinco.com with a clear photograph. We will arrange a replacement or full refund at your preference (see our Satisfaction Guarantee in the Terms of Service).

If a package is lost in transit, contact us promptly. We will work with the carrier to investigate and resolve the issue, in line with our commitments under Québec law.

6. Delivery and Non-Delivery under the Québec Consumer Protection Act

Under the CPA, if we do not deliver your order within 30 days after the date specified in your order confirmation (or within 30 days of the contract if no date is specified), you may cancel the contract and obtain a full refund.

An attempted delivery on the agreed date that is refused or cannot be completed due to reasons attributable to you is considered delivered for this purpose.

7. Packaging and Product Care

Your handmade tallow soap bars and skincare are packaged with care to protect their natural qualities during transit. Slight variations in appearance, weight, or scent are normal and part of the artisanal process — they do not affect quality or performance.

Because our products contain tallow, we recommend storing them in a cool, dry place after receipt.

8. Changes to This Policy

We may update this Shipping Policy from time to time. Material changes will be posted on our website and, where feasible, notified to customers with accounts by email. Continued use of our site after changes constitutes acceptance.

9. Contact Us

For any questions about shipping, tracking, or your order:

Email: info@secretskinco.com
Website: secretskinco.com/contact
Mailing address: 1-320 Boulevard du Plateau, Gatineau, Québec, J9J 0C8

Return & Exchange Policy

Last updated / Dernière mise à jour: April 22, 2026

Important — Language / Langue: This Return and Exchange Policy is offered in English. In accordance with the Charter of the French Language (as amended by Bill 96), the French version (Politique de retour et d’échange) has been made available to you and is the governing version. In the event of any conflict between the English and French versions, the French version shall prevail.

En vertu de la Charte de la langue française (telle que modifiée par le projet de loi 96), cette Politique de retour et d’échange est offerte en anglais. La version française (Politique de retour et d’échange) vous a été rendue disponible et constitue la version officielle. En cas de divergence entre les versions anglaise et française, la version française prévaut.

This Return and Exchange Policy forms part of our Terms of Service and should be read together with our Shipping Policy. By placing an order on secretskinco.com, you agree to the terms below.

1. Your Statutory Rights under the Québec Consumer Protection Act (CPA)

Under the CPA, you have important rights that cannot be waived, including the right to cancel a distance contract in certain situations (such as when required pre-contract information is missing or goods are not delivered within 30 days or the agreed timeframe).

To exercise any statutory right, notify us in writing at info@secretskinco.com. We will process your refund within 15 days as required by law.

2. Our 30-Day Satisfaction Guarantee

In the spirit of honest craftsmanship and confidence in the nourishing power of grass-fed tallow, we offer a voluntary 30-day satisfaction guarantee.

If you are not completely satisfied with your order for any reason, simply contact us within 30 days of receiving your shipment at info@secretskinco.com. We will issue a full refund to your original payment method.

Key details:

You are not required to return the product.
This guarantee is limited to one order per customer.
It applies only to products in their original, unopened condition (due to hygiene and safety standards for tallow-based skincare).
Opened or partially used items are not eligible under this guarantee.

This voluntary guarantee is offered in addition to your statutory rights under the CPA and does not limit them.

3. Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective or incorrect:

Contact us within 7 days of delivery at info@secretskinco.com with your order number and clear photos of the issue.
We will, at your choice, send a replacement at no extra cost or issue a full refund (including original shipping charges).
Slight natural variations in colour, texture, weight or scent are normal for our handmade small-batch products and do not qualify as defects.

4. Returns Process (When a Return Is Required)

For damaged/incorrect items or certain statutory cancellations:

Contact us first — do not ship anything back without approval.
We will provide instructions and, where required by law, a prepaid return label (within Canada).
Pack the item securely in its original packaging.
Ship to: 1-320 Boulevard du Plateau, Gatineau, Québec, J9J 0C8.

International customers are responsible for all return shipping, customs duties and fees.

5. Refunds

Approved refunds will be issued to your original payment method within 15 days of our receipt of the request or returned item. Actual crediting time depends on your payment provider.

6. Non-Returnable Items

For health, hygiene and safety reasons, the following cannot be returned or refunded once opened or used:

Soap bars, deodorants, lip balms, shampoos, tattoo creams and all other skincare products.
Any item with a broken seal or signs of use.

This protects both the purity of our tallow-based creations and the well-being of all customers.

7. Exchanges

We generally do not offer direct exchanges due to the handmade, small-batch nature of our products. Please request a refund under the satisfaction guarantee and place a new order for the item you want.

8. Legal Warranties

All products benefit from the legal warranties of the Civil Code of Québec (fit for ordinary purpose, free from latent defects, and reasonable durability). These rights cannot be limited.

Nothing in this policy restricts any non-waivable rights you have under Québec law.

9. Changes to This Policy

We may update this policy from time to time. Material changes will be posted on the website. Your continued use of the site after changes constitutes acceptance.

10. Contact Us

For questions about returns, refunds or exchanges:

Email: info@secretskinco.com
Website: secretskinco.com/contact
Mailing address: 1-320 Boulevard du Plateau, Gatineau, Québec, J9J 0C8