Shipping + Returns
*If you are here to learn more about shipping delays, visit our Shipping Delays page.
CURB SIDE PICKUPS DURING COVID-19 PANDEMIC
Curb side Local Pickup is now available. We are going to trial this for the next 14 days. Pickup days are limited to Tuesday, Wednesday and Thursday between 10am - 4pm. You must choose a pickup time and date within the 7 day time frame of your order date. Upon arrival, you will park in the marked spot of visitor parking in front of unit #402. You will text 604-319-7787 with your order # and name. We will place your order directly into your trunk where you may retrieve it. Thank you for your patience during this time and we hope that this service can continue long term.
CANADA & USA
We offer free domestic expedited shipping in Canada on orders over $100 CAD. Free shipping will automatically be applied to your order upon reaching the minimum required amount. Free shipping minimum must be met before taxes and after discounts are applied.
Canada Post Expedited Shipping is our preferred shipping method. Delivery and tracking confirmation is included with your shipping cost. Shipping times can differ throughout the year and during busy holiday seasons. Please refer to individual item listings to determine if an item is out of stock, pre-order or available.
You must choose tracked packages to the USA in order to receive a tracking ID and ensure your packages are insured.
Free shipping in Canada on orders over $100 | free shipping in USA on orders over $125
Canada $12 flat rate on orders between $25 - $99.99
USA $15 flat rate on orders between $25 - $99.99
DAMAGED / INCORRECT ORDER
If an item arrives damaged or you receive an incorrect item, we must receive an images of the damage. We will gladly exchange any damaged order reported within 48 hours of delivery. Photos of damaged product are required. Incorrect items received must be mailed back with no cost to the customer.
If we request returned items, and confirmation is received that the items have been received at the post office, a new package will be mailed.
Ativo Skincare ships globally but is not responsible for delays that occur due to international customs issues, nor any additional fees or taxes that your country may require. This means that ANY and ALL fees that you are charged are your responsibility. We will not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees. To calculate what the fees may cost for your Country, visit https://www.dutycalculator.com
It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment.
At Ativo, we are fully committed to our customer's satisfaction and want you to truly enjoy our products.
As an artisanal skincare line and each product is batched in small quantities to ensure freshness and care. While it is our deepest hope that you truly enjoy every product that you order from us, we understand that everyone's skin type is unique and individual, and resonates differently with skincare products. We encourage you to reach out to us before buying should you have any questions, or if you have sensitive and/or reactive skin. Alternatively you are welcome to take the skincare quiz.Due to the nature of our business, we cannot offer exchanges or refunds for any product.