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Shipping & Handling

Shipping Times

When will my order ship?

Order processing is typically 2-3 business days. Order tracking details are sent via email as soon as your order leaves our facility. 

Please note that some processing delays can be expected due to COVID-19 impacts. 

How long will it take to receive my order?

Orders shipped within Canada and the USA can take 5-7  business days to arrive after they have been shipped.

Please note that shipping times can vary due to unforeseen delays experienced by the shipping companies. 

How can I follow up on my order?

Once your order has left our facility we no longer have access to change the delivery. Please contact Canada Post/UPS for updates on your order. 

My order shows delivered, but I am unable to find it. What should I do?

Send us an email at care@ativoskincare.com including your order number. We can help you follow up with the carrier to find the package. 

Returns & Exchanges

Ativo Skincare stands behind the quality of our product. We absolutely replace items if they are defective or damaged. Please email us at care@ativoskincare.com with images of the damage or defect. We may ask you to return the item if it's deemed necessary.  No need to return the defect unless we request it. 

To complete your return, we require a receipt or proof of purchase. If you did not purchase your item through www.ativoskincare.com please contact the retailer where you purchased the item. All purchases made through a retailer are subject to their return policies.

Protecting your order with Insurance

Mail carriers no longer insure glass during shipments due to the fragility of the material. Insurance is an optional product but is highly recommended. In the event you do not purchase insurance, Ativo Skincare Inc. will not be responsible for any loss, damage or theft.

Modifying an Order

We are unable to modify your order once payment is processed. This includes adding/removing promo codes and products.  Please note we are unable to make any changes once the item is shipped.

Returns, Exchanges

Exchanges and credits are offered on unopened/undamaged boxes only. All packaging must be in original condition and free from damage. Customers are responsible for return shipping charges. Once your return is received, it is processed within 10 business days. An email confirmation is sent once the return has been processed and a credit issued for the return. 

International Orders

Ativo Skincare Inc. ships globally but is not responsible for delays that occur due to international customs issues, nor any additional fees and taxes that your country may require. 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.