Review our FAQ's below.


How do I use a promo code on the website?

If you have a discount code, it can be applied during the checkout process before entering shipping information. Please note that one discount code can be applied per order and the code can only be used once per customer. If you have any trouble, contact us here.

Where does ship to?

We currently ship to locations within Canada, excluding addresses in Nunavut, Yukon or Northwest Territories.

What payment methods does accept?

We accept all major credit and debit cards, Shop Pay, PayPal, and Google Pay.

When will my order ship?

All orders will be processed and shipped within 3-5 business days from the time the order is submitted.

Can I edit my shipping address after placing an order?

If your order hasn’t already been shipped, it can be eligible for a one-time courtesy address change. Please contact us here immediately as there is a small window of opportunity for the change to be done prior to the shipping process.

Can I track my order?

Yes, as soon as your order is received and product is shipped, you will receive a tracking number to the email entered during the order process. From there, you can track the package via the shipping carrier. If there appears to be a problem with tracking, contact us here.

What if I have to cancel my order?

We cannot guarantee order cancellation, but requests can be submitted during normal business hours (9am-5pm EST) Monday through Friday. Orders ship immediately once they are received to our shipping department, making cancellation unlikely. In cases where we can process a return to sender, we require a 15% restocking fee taken from the total refund.

What if there is a mistake with my order?

If there is something wrong with your order, please contact our Consumer Care Team as soon as possible through our contact form here. We’ll make it right as quickly as possible.


What is your return policy?

If for any reason you are not satisfied with your products, you may return them for a refund provided that they are in unused condition, in original packaging, with all original labels attached. Please note all returns must be postmarked within 35 days of the purchase date and you will be responsible for all return shipping charges. 

How do I initiate a return?

Please contact our customer care team here to ensure your return is serviced in the most appropriate manner. 

Where should I send my return?

Kao Canada Inc.
Attention: Consumer Returns
326 King Street E
Toronto, ON M5A 1K6

Please note, products purchased on cannot be returned to a store.

How long does it take to process a return?

After receiving your return and inspecting the condition of the item, we will process the refund. Please allow 7 business days from the receipt of your item(s) to process your return and 5-7 business days for the funds to appear to the original form of payment. You will be notified once the refund is initiated.