Shipping policy
Shipping Policy
Illuminate The Moment, doing business as Illuminate Skin Co., is an online-only retailer. We do not operate a physical storefront or offer customer pickup at this time. All orders are placed through https://illuminateskinco.store and delivered to the shipping address entered during checkout.
Order processing
Orders are normally processed within 1–2 business days, excluding weekends and Canadian statutory holidays. Processing time is separate from the carrier’s estimated delivery time.
After your order ships, you will receive a confirmation email containing tracking information. Please allow up to 48 hours for tracking updates to appear after receiving your shipping confirmation.
Shipping within Canada
We provide complimentary tracked standard shipping across Canada. Standard delivery is estimated to take approximately 3–7 business days after processing.
Express delivery may be available at checkout for an additional charge. Express delivery does not reduce the 1–2-business-day order-processing period unless specifically stated.
Shipping to the United States
We provide complimentary tracked standard shipping to eligible addresses in the United States. Standard delivery is estimated to take approximately 5–10 business days after processing.
Express delivery may be available at checkout for an additional charge. Customs processing or carrier delays may affect the delivery estimate.
International shipping
International shipping availability, prices and estimated delivery times are displayed at checkout. Available services vary depending on the destination.
We strongly recommend selecting a tracked international shipping method. Delivery estimates do not include the 1–2-business-day processing period or delays caused by customs authorities.
If no shipping method appears after entering your address, we are currently unable to deliver to that destination.
Customs duties and import taxes
International orders may be subject to customs duties, import taxes, brokerage charges or other fees imposed by the destination country.
Unless checkout specifically states that these charges are included, customers are responsible for paying applicable duties, taxes and import fees. Illuminate Skin Co. does not control these charges or determine the amount.
A customer’s refusal to pay customs charges does not automatically qualify an order for a full refund. Any eligible refund may be reduced by return-shipping expenses, customs charges or other costs incurred in recovering the package, where permitted by law.
Delivery estimates
All delivery times are estimates and are not guaranteed. Severe weather, customs inspections, peak shopping periods, incorrect addresses, service interruptions and carrier delays may affect delivery.
Illuminate Skin Co. is not responsible for delays outside our reasonable control, but we will assist customers with eligible tracking or carrier inquiries.
Incorrect or incomplete addresses
Customers are responsible for providing a complete and accurate shipping address during checkout. Review your address carefully before placing an order.
If you notice an error, contact us immediately at illuminatethemoment@gmail.com. We cannot guarantee that an address can be changed after processing begins.
Orders returned because of an incorrect, incomplete or undeliverable address may require an additional shipping payment before being sent again.
Lost packages
If tracking has not updated for an extended period or the package has not arrived within the estimated delivery window, contact us at illuminatethemoment@gmail.com with your name and order number.
We will review the tracking information and, where appropriate, open an inquiry with the carrier. A carrier investigation may be required before a replacement or refund can be considered.
Packages marked as delivered
If tracking indicates that an order was delivered but you cannot locate it, please:
- Confirm that the shipping address on your order is correct.
- Check around the delivery location and with other household members.
- Check with neighbours, building management or a concierge.
- Contact the carrier using the tracking number.
If the package remains missing, contact us promptly so we can determine whether a carrier inquiry is available.
Damaged or incorrect orders
Inspect your order after delivery. If it arrives damaged, defective or incorrect, contact us as soon as possible at illuminatethemoment@gmail.com.
Include your order number, a description of the issue and clear photographs or a short video of the product and shipping package. Keep all packaging until we provide further instructions.
Returned or refused shipments
Do not refuse delivery or return a package without contacting us first. Unauthorized returns may not be accepted.
Customers may be responsible for additional shipping, customs or handling expenses associated with refused or unclaimed packages, except where the order was defective, damaged, incorrect or otherwise protected by applicable law.
Contact us
For questions about shipping or an existing order, email illuminatethemoment@gmail.com. Include your order number so we can assist you efficiently.
Customer-support messages are normally answered within 1–2 business days