Shipping & Returns Policy
South Okanagan Laser & Skin Centre
Returns
Not completely satisfied with your purchase? We’re here to help.
- We are happy to exchange or refund any unused and unopened products within 30 days of purchase with the original receipt or order number.
- Returns requested after 30 days may be considered for in-store credit only, subject to approval at the discretion of South Okanagan Laser & Skin Centre and/or the product manufacturer.
- Once your return is received and inspected, we’ll notify you by email. If approved, your refund will be issued to your original payment method within 3–10 business days.
- Please note: return shipping costs are not covered by South Okanagan Laser & Skin Centre.
- We are not responsible for lost or damaged return packages. We recommend using a tracked and insured shipping method.
For assistance, please contact us at info@solaserandskin.ca or call 778-476-5866.
Exchanges
We only exchange items that are defective or damaged upon arrival.
- If you believe your product was damaged in transit or is defective, please email info@solaserandskin.ca with photos of the packaging and product.
- Once approved, we will send you a prepaid return label, and your replacement will be shipped out within 1–7 business days.
All returns and exchanges must be shipped to:
South Okanagan Laser & Skin Centre
20-88 Duncan Ave West
Penticton, BC V2A 7J7
Exclusions
The following items are final sale and not eligible for return or exchange:
- Clearance, sale, or discounted items
- Gift cards (digital or physical)
- Monthly promotions once applied to your patient file
Gift Cards & Consultation Credits
Please note that our online store and in-clinic systems are not connected.
- Gift Cards purchased in-clinic cannot be redeemed online at this time. We apologize for any inconvenience — gift cards may only be used for in-person purchases at South Okanagan Laser & Skin Centre.
- Online store purchases must be made using standard payment methods available at checkout.
- The $75 consultation fee credit provided after your first consultation is only redeemable in person toward in-clinic treatments or products. It cannot be applied to online purchases.
Shipping Policy
Processing & Shipping Times
- Standard processing time is 1–10 business days, excluding delivery time.
- During promotions or holidays, please allow an additional 3–5 business days for processing.
- If an item is on backorder and will take longer than 10 business days, we will contact you with next steps.
Free Shipping
- Free shipping is available on Canadian orders over $150 (before tax and after discounts).
Undeliverable Packages
- If a package is returned to us due to an incorrect address, missing information, or failure to pick up, a $15 reshipping fee will apply.
- If you request a refund instead, the cost of the original shipping label will be deducted.
Product Availability
- Product availability is subject to change at any time. If an item is out of stock, we’ll contact you to arrange a refund or alternative.
Rural & Remote Area Shipping
- We proudly ship Canada-wide; however, certain rural or remote locations (including but not limited to Yukon, Northwest Territories, Nunavut, and island destinations) may not qualify for our standard or free shipping rates.
- In cases where shipping costs are significantly higher than average, South Okanagan Laser & Skin Centre reserves the right to adjust or cancel the order. If this occurs, our team will contact you directly with available options before proceeding.
In-Clinic Pickup
Prefer to pick up your order in person? Select In-Clinic Pickup at checkout.
- You’ll receive an order confirmation email, followed by a “Ready for Pickup” email once your order is prepared.
- Please wait for the second email before arriving at the clinic.
- Pickup is available at:
South Okanagan Laser & Skin Centre
20-88 Duncan Ave West, Penticton, BC
Frequently Asked Questions
Where’s my refund?
Refunds are typically processed within 3–15 business days. If you don’t see the refund after this time, please check with your bank or credit card company, as processing times may vary. If it’s still not showing, contact us at info@solaserandskin.ca.
How do I track my order?
When your order ships, you’ll receive an email with a tracking number. Please allow up to 48 hours for tracking to activate.
Can I cancel or change my order?
We do not normally accept cancellations or changes once an order has been processed.
My package says delivered but I haven’t received it. What do I do?
- Double-check your shipping address, building mailroom, concierge, or with a neighbour.
- Wait 24 hours—sometimes packages arrive the day after being marked delivered.
- If you still can’t locate it, contact us at info@solaserandskin.ca and also open a ticket with the carrier for a faster resolution.