Shipping & Returns Policy

Policy applies to online orders only. We are not able to accept product orders via phone.

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

All orders will be processed and shipped within 3-5 business days from the time your order is submitted, providing the order is completed before 12 noon (EST) Monday to Friday. Dispatch is subject to payment card authorization and stock availability. Please note, we do not dispatch shipments or deliver on weekends or public holidays.

Shipping Fees

We offer free standard shipping on all orders over $50 before tax in Canada.

Address Changes

Shipping addresses require confirmation at checkout, this is to help reduce address related issues. If an address change is needed, please contact us immediately, there is a small window of opportunity for the change to be made prior to order reaching the shipping process. If order has not already been shipped, your order may be eligible for an address change. If this change is possible, this will be a one-time courtesy service. Please contact us here to see if your order is eligible.

Return Policy

Thank you for your purchase!

We hope you were satisfied, however, if you would like to return your purchase, you may do so for a refund only. Please see below for more information on our return policy.

Return Requirements

All returns must be postmarked within thirty-five (35) days of the purchase date. Products must be returned in new and unused condition, in original packaging, with all original labels attached.

Return Process

Please contact our Consumer Care Team to ensure we service your return in the most appropriate manner.

Please note, you will be responsible for all return shipping charges. We advise that you use a trackable method such as Canada Post, UPS, FedEx and to access and provide the shipment tracking once available.

You can reach us here.

After contacting us and obtaining return authorization, please ship the item to the following address:

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

Please note, all returns are subject to a restocking fee if items are returned used/opened, returned due to a bad address, or refusal.

Exceptions

Used/Opened product cannot be returned.

Defective/Damaged Product

If a received item is defective or damaged, please contact us here directly to arrange a refund or replacement. Please note, images may be required for all claims of defect and damage.

Refunds

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

Cancellations

Cancellation requests may be submitted during normal Monday-Friday business hours 9am-5pm EST, however, we cannot guarantee order cancellation.

Once orders are received into our shipping department, orders can ship immediately upon receipt therefore making the opportunity to cancel the order on our end very unlikely. In this case, a return authorization will be needed. *

*In cases where we can process a return to sender, we can provide such service for a 15% restocking fee, taken from your total refund.