You will receive an email when your order is ready for pickup. Orders are held in the office for 30 days. If your is not picked up within 30 days, a credit for the total amount of the order minus a 25% restocking fee is issued. Alternatively, you can
e-transfer the shipping cost and we can ship it for you.
Pickup hours are available Monday to Tuesday 10 AM to 4 PM
Order processing is typically 2-3 business days. Order tracking details are sent via email as soon as your order leaves our facility.
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.
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.
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.
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.
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. Mail carriers will reimburse up to $100 of an an order for lost packages. We encourage additional protection to ensure your full order is compensated if lost. Lost orders without additional insurance will be covered up to $100.00.
Please email our office a care@ativoskincare.com WITHIN 24 HOURS of receiving your package with images of the label and items received in your package. We will do our due diligence to make it correct.
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.
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.
