Returns and Exchanges
Our Return + Exchange Policy
Unopened products can be returned within 14 days of purchase for a full refund, minus original shipping fees. Contact email@example.com before returning an order for further instructions. After 14 days, or if the product has been opened, products can be returned up to 30 days after purchase for a full credit. After 30 days all sales are final.
Can I return my products?
Unopened products can be returned within 14 days of purchase for a full refund. You will be responsible for return shipping fees, and please make sure to label your package as a ‘Return’ on customs documents. PA will not pay duties or taxes on return shipments.
Contact firstname.lastname@example.org before returning an order for further instructions. Purchases made via retailers are subject to the return policies of that store. If there is a problem with a PA product purchased at a retailer, please contact the place of purchase.
After 14 days, or if the product has been opened, products can be returned up to 30 days after purchase for a full credit. After 30 days all sales are final.
What if my order gets damaged in shipping?
We do our best to package your products carefully when they’re being shipped, but sometimes spills or breaks will occur. If your product arrives in bad condition, please snap a couple pictures and send them to email@example.com. We will asses the damage and do our best to make you happy.
Free Standard Shipping on U.S. orders over $35 (before tax and after discounts). For U.S. orders below $35, see the table below for shipping rates. Express rates and International rates are calculated at checkout.
Hand sanitizers do not qualify for Express Shipping, only Standard Shipping. Sorry for any inconvenience this may cause.
Shipping to Canada? Visit our Canadian website.
(4 - 7 days)
(2 - 4 days)
$7.00 / Free for orders > $35
Calculated at checkout
Calculated at checkout
Visit our Canadian website for orders to CA
When will my order be shipped?
Due to COVID-19 shipments may be delayed by 3 - 14 days. We strive to ship online orders out as fast as possible. Due to increased shipping volumes nationwide, USPS is experiencing longer-than-usual delivery times.
Can I pick up my order in-store?
Yes! Please see the Local Pick Up section for more details.
Do you ship internationally?
Yes! We offer international shipping on all products to Australia, Brazil, China, France, Germany, Greece, Hong Kong, Japan, Mexico, New Zealand, Norway, Spain, Sweden, Switzerland, South Africa, Russia, United Kingdom and United Arab Emirates. Please be advised that all duties and taxes applied to your shipment at customs are not included in the shipping cost and are the responsibility of the customer. Due to the high risk of lost or delayed international packages, we track all international shipments and ship express.
Shipping rates for international packages are calculated at checkout.
Can I track my shipment?
All orders will include a tracking number. You will receive a shipping confirmation email with the tracking number when your package is dispatched.
How do I ensure my products don't freeze during shipment?
From November to April it's a good idea to select Standard Shipping with signature required to ensure the products won't be left out in the cold. Our products containing water (Moisturizer, Toner) will be shipped in plastic bottles from November to April.
What if my package never arrives?
If your order does not arrive within 14 (CAD) or 30 (US/INTL) days, please contact firstname.lastname@example.org. Claims will be assessed on a case-by-case basis.
Local Pick up
Local Pick up - Toronto
We are excited to be offering local pick up from our Toronto store, 1554 Dundas St W, Toronto (entrance on Sheridan Avenue).
Due to a large number of orders, it may take a few days to fulfill your order. We will contact you by email to let you know when your order is ready for pick up.
You can pick up your order during our store hours.
How does Local Pick up work?
If you live in or near Toronto, you can choose to pick up your order at our shop instead of having it shipped.
When you checkout, select "Pick up"as your Delivery method. Due to a large number of orders, it may take a few days to fulfill your order. We will contact you by email to let you know when your order is ready for pick up.
You can pick up your order during our store hours.
Are PA’s products certified organic?
Province Apothecary’s products are not certified organic by the USDA. Instead we insure our ingredients are of the highest quality and are a mix of certified and non-certified organic ingredients. The label on your PA product will say which ingredients are certified, but this does not mean that the other ingredients are not organic. To be certified organic is a long and expensive process, and some of our small, local suppliers do not find it worthwhile to go through this. We know our suppliers hold their products to a high standard of purity.
Why is it important to choose organic products like PA?
Your skin is the largest organ of your body and absorbs what you put on it. The chemicals used in many commercial products contain pesticides and these non-organic ingredients can have harmful effects on the body, filling it with toxins. We believe you should treat your body well and avoid these potentially harmful toxins.
Do you test on animals?
No, never. We are proud to be certified cruelty-free by the Leaping Bunny Program.
Are your products vegan?
All of our products are vegan except for our balms. These balms contain beeswax, which is not a truly vegan ingredient. All other products are certified vegan.
I have sensitive skin; are PA’s products going to work for me?
Our products are formulated to be perfect for sensitive and problem skin. While it is impossible to predict how everyone’s skin will react, our pure and natural ingredients are meant to hydrate and soothe. There are no harsh preservatives, fillers, or medial ingredients that typically irritate sensitive skin. In fact, PA products are formulated by creator Julie Clark who has suffered from problem skin and allergies. See the About page for her story!
What if I have a negative reaction to a PA product?
Please contact us at email@example.com if you have an adverse reaction to one of our products so we can understand the problem and work with you to find a solution. We advise that you read the ingredients of your product carefully and do a small patch test before beginning use.
Please consult a physician before introducing new products into your routine if you suffer from a severe illnesses or are pregnant or breastfeeding.
Is your Sex Oil safe to use while trying to conceive?
Many of our clients have conceived while using Sex Oil. However, any lubricant may change your vagina's pH level and may affect sperm's ability to swim. We highly recommend consulting with your trusted healthcare practitioner about the products you use while trying to conceive or during pregnancy.
I'm pregnant; can I use PA products?
We recommend avoiding high concentrations of essential oils during your pregnancy. We have written a blog post for you with tons of info about using our products during pregnancy and which essential oils to avoid.
My product smells different than the last time I purchased it. Is something wrong?
We always strive to source the highest quality natural ingredients that are as fresh and unprocessed as we can find. Growing and harvesting botanical plants will vary from season to season depending on environmental changes. Nature is beautifully unique in this way because of its changeable qualities. This means that the fragrance or colour of our products may change from batch to batch, but the quality and effectiveness remains true to the product. We follow strict quality control procedures and blend all of our products in small batches, ensuring that the product you are using remains consistently true to our brand ethos.
How long will my PA products last?
Our products are made with all natural ingredients and no synthetic preservatives. Revitalizing + Nourishing Moisturizer will last 6 months. Invigorating + Balancing Toner will last 12 months. All other products have a shelf life of 24 months.
All products should be kept at room temperature away from direct sunlight.
What credit cards do you accept online?
Visa, MasterCard, American Express, and Discover.
Can I pay with PayPal?
Yes! Simply choose PayPal Express at checkout.
What if I have a special request or customization?
Please contact firstname.lastname@example.org first for customizations.
I made a mistake on my order, can it be changed?
Contact us immediately if you have made a mistake at email@example.com. Once your order has been shipped it is not possible to make changes to it.
Do you offer gift cards?
Yes, purchase a gift card here.
Can I use my gift card more than once?
Yes, use your gift card like a credit card until your balance is $0.
Can I use a gift card for a treatment?
Yes you can pay in-studio for your treatment using a gift card. Simply bring your coupon code with you (in the email or write it down) and redeem it when you come for your appointment.
Does PA keep a record of my gift card?
All orders are recorded through our website but PA cannot view the gift card code or know who the final recipient. It is the responsibility of the person receiving the gift card to keep it in a secure place.
Will my gift card expire?
Our gift cards do not expire. We will honour the value of the card as long as it is unused.
What is an 'Instant Digital' gift card?
An 'Instant Digital' gift card only exists online. The purchaser will receive an email containing the link to the gift card and code. This email can then be forwarded to the intended recipient. No shipping costs will be added.
Does my gift card include tax and tip?
All treatment gift cards include tax. No treatment gift card includes tip unless otherwise noted.
What if the price of the treatment I purchased a gift card for changes?
We will honour the original treatment purchased up to 1 year. After 1 year from the date of purchase, we will continue to honour the dollar value of the card towards treatments or products.
How do I join Province Perks?
Create a Province Apothecary customer account and you will automatically become part of our program.
How do I earn points?
Earn 1 point for every $1 you spend. Each time you spend, you will receive an email with your updated points balance. There are also plenty of other ways to earn points under the Earn tab of your Province Perks profile, including following us on Instagram and referring friends. Use your points to redeem rewards, or save them up to unlock even more exciting rewards.
How do I view my points balance?
You can check your balance and rewards anytime by logging in to your customer account, and then clicking the "View My Rewards" button on your Account page. Each time you shop online, you will receive an email with your updated loyalty points balance. From here, you can click through to your loyalty profile, where you can redeem rewards.
Why can't I login to my account?
Please note that our Loyalty Club is a separate account from our online store. If you already have created an account with our online store, you will have to create a new login for your Loyalty Club profile to view your balance. When checking out at the Province Apothecary webstore, use your usual customer login or email address and it will link to your Loyalty points.
What if I didn't receive points for a purchase I made?
If you notice any points have not been attributed to your account, please contact us at firstname.lastname@example.org and we'll be happy to assist you.
Do I receive loyalty points when I purchase a Gift Card?
Points are not earned for gift card purchases. However, you do earn them when you purchase items with the gift card.
Can I stop receiving emails about Province Perks?
Simply click 'Unsubscribe' at the bottom of any Province Perks email to manage your notifications. You can turn-off email notifications and still receive points, or you can unsubscribe completely from the Province Perks.
What can I use my rewards to purchase?
Your Loyalty Club rewards can be applied to any regular-priced product or service purchase, including Custom Serums. Your reward will be applied to the cart total, not to each product. You cannot however use a reward to purchase a Gift Card.
Can I use points towards a treatment?
Yes, with the exception of Naturopathic and Acupuncture services. Due to the ability to claim insurance on these treatments, we cannot accept points or gift cards as payment.
Can I use my reward to pay for products on sale?
No, your points cannot be combined with any other discounts. But you will receive points for your purchases during a sale!
Sales and Discounts
Can I use more than one discount code at checkout?
No, discounts cannot be combined on a purchase.
Some products are exempt from all sales and discounts.
The following products are never discounted: Facials, Workshops, Gift Cards and Custom Serums.
Why can't I apply my discount to a Custom Serum?
We love blending your custom serum! But this is a made-to order bespoke product that is hand blended using your personalized recipe and we cannot offer it at a discount.
Can I use my gift card as well as a discount code?
Yes! Enter your discount code at checkout. When you move to the payment page, you will have the opportunity to enter your gift card code.
Can I use my Loyalty Club reward to pay for products on sale?
No, your Loyalty Club rewards cannot be combined with any other discounts. But you will receive Loyalty Club points for your purchases during a sale!
I missed the sale but would like to apply the discount to my order, is this possible?
Unfortunately we don't honour sale discounts retroactively. We generally follow the major North American retail sale dates, and will sometimes hint at sales on Instagram so be sure to follow us! We love surprises and hope you do too!
Can I return products during a sale?
We do not allow any product returns during a sale.
What is your Cancellation Policy?
To change or cancel your appointment please login to your Jane account and cancel or change your appointment. Please call 647-479-5525 or email email@example.com if you need help. Appointments can not be cancelled by email or leaving a message. Please cancel either by speaking to a PA team member or directly through your Jane account.
Please make changes or cancel your appointments at least 24 hours in advance or you will be charged the full cost of your treatment. If you are cancelling with less than 24 hours notice please call us at 647-479-5525.
What if I am late for an appointment?
We understand that life happens and being on time is not always possible. Due to an extremely busy schedule, we cannot accommodate your appointment if you are more than 10 minutes late for a 30-minute appointment, or 15 minutes late for a 60-minute appointment. If you are late, we consider it a no show and we will need to reschedule your appointment. Our skin therapists want to ensure that every client gets the best service and this is not possible if they are dealing with time restraints. We reserve the right to refuse service if you arrive late for your scheduled appointment.
Why do we charge the full treatment price if you miss your appointment?
Our cancellation policy is very important to us. To ensure a high level of quality in our treatments we limited the amount of appointments each practitioner offers daily. This is why we require at least 24 hours notice to change or cancel your appointment.
Will you remind me about my appointment?
In addition to your confirmation email, you will receive a reminder 3 days prior to your appointment. Our appointment confirmations and reminders are a courtesy. Not receiving these does not exempt you from our late cancellation policy.
Do you have a medical license?
Province Apothecary Inc is NOT licensed to practice medicine; we are NOT a medical doctor; we do NOT give medical advice; this is NOT medical advice. If you need medical advice please seek out a professional medical doctor. It is advisable to seek professional [medical] advice prior to initiating any new regimen. Province Apothecary Inc. is NOT a medical organization and neither Province Apothecary Inc. nor its employees and/or staff can give any medical advice or diagnosis. Any/All information garnered from Province Apothecary Inc. shall NOT be interpreted as a substitute for medical advice or a doctor’s consultation, evaluation or treatment.