Returns & Exchanges

We gladly accept cancellations

Request a cancellation within:  2 hours of purchase

As long as the item has not shipped, we will be able to cancel your order. 

We don't accept returns or exchanges

No returns or exchanges due to hygienic reasons.

But please contact us if  you have any problems with your order.

Returns 
Unfortunately we can’t offer you a refund or exchange. 

Even if item is unused and in the same condition that you received it.

Exception is that the mail package is not opened and sent back as return to sender. It must also be in the original packaging/shape to do this. Also you must email info@thefacemask-shop.ca to arrange and confirm that we will accept the product back this way prior to sending it back via return to sender.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

To complete your return to sender, we require a receipt or proof of purchase along with pictures that it is still sealed in the envelope. 
Please do not send your purchase back to us without emailing and getting a confirmation from our shop. 

There are certain situations where only partial refunds are granted (if applicable) 
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error 
- Any item that is returned more than 30 days after delivery 

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@thefacemask-shop.ca. 

Sale items (if applicable) 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded and are final sale. If an item goes on sale after purchase, there will not be any adjustments. 

Exchanges (if applicable) 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@thefacemask-shop.ca.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you. Gifts cannot be exchanged or returned.

Shipping 
To return your product if for a valid reason, you should contact info@thefacemask-shop.ca for information.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.