FREQUENTLY ASKED QUESTIONS
We want to make your shopping experience with us easy. While we are always available by phone, email and by chat for your individual needs and circumstances, please find below some of our most common questions for quick reference.
Shipping & Delivery
We do! We we offer free local delivery and free Canada-wide shipping on orders over $150 (pre-tax). Local delivery orders must be placed by noon to receive same-day delivery, or it will be delivered the next day.
Qualifying addresses for local delivery will see this option at checkout.
We’re more than happy to change your fulfilment selection. Simply send us an email at email@example.com within one hour of purchasing detailing your requests.
We do our best to process orders within one business day, and will always let you know if there’s a delay in your shipment for any reason. Shipping time may vary depending on location and the shipping option you select at checkout. Once your package has shipped you’ll receive an email confirmation including a link that you can use to track your package (if applicable). Please refer to your order confirmation email to review which shipping method was selected.
Shipping or Free Shipping: You will receive a shipping notification along with a tracking number once your order has been shipped.
Store Pick-Up: In-stock orders are usually ready for same-day pick up.
You will receive an email notification once your order is ready for pickup.
Trexity Local Delivery: Once your order has been processed, you will receive a message notifying you your package is on its way, and a second notification once it has been delivered. Orders placed before noon will be delivered same-day, and after noon, on the next day.
If you have your eye on something that’s not currently in stock we always recommend that you leave your email via the box on the product page. As soon as the product is back in stock you’ll receive an automatic email informing you that it’s available again. You’re also welcome to call or email any of our locations to leave your name and phone number if you prefer. We’ll reach out directly once it’s back in stock.
Returns & Refunds
You can find our full return policy here.
To help avoid disappointment, we encourage you to try new products before opening by requesting a sample from us. We're happy to include a sample in your order, just leave us a note or ask us at checkout.
Loyalty Program & Discounts
First, you’ll need to register your email address, which you can do here. Accounts must be registered even if you’ve shopped in-store with us before.
Once you’re registered, you’ll be able to view your points balance and apply it directly to your online cart. You can also copy and paste the code you receive into the “Gift Card or Discount” window on the checkout page to redeem points, or use them in-store at one of our shops.
Unfortunately we’re not able to retroactively apply discounts to any purchase, however, you are welcome to use this discount code for your next purchase - it never expires!
Please note that our welcome discount is not applicable to purchases of gift cards, fresh flowers, sale items, events, facials or products from Vintner’s Daughter or Tata Harper.
Please note that discount codes are not applicable to purchases of gift cards, fresh flowers, facials, events, sale items, or products from Vintner’s Daughter or Tata Harper.
We’re very sorry to hear that! We always recommend doing a patch test when introducing new products for this very reason. If you do develop a reaction, discontinue use of the product immediately. While our policy is to not accept returns or exchanges on opened products, please email us at firstname.lastname@example.org if you’re dealing with a reaction and we can work with you to find a solution.
Absolutely - we love tailoring a skincare routine! If you’re not able to visit one of our stores you can give us a call, use our chat, or send us an email at email@example.com with as much information as you can give us about your skin type, what you want to get out of your routine, your price point, etc. We’ll take it from there and can offer personalized recommendations based on your exact needs.
Yes. We know finding the right product(s) can be challenging. We're here to make your shopping experience easier. You're welcome to ask us for a sample in store or request through email at firstname.lastname@example.org. We are happy to ship you samples to try, all you pay is shipping.
Yes, we can wrap your gift for $5 so it's ready for your recipient. Our gift-wrapping materials include a box, tissue, paper filler and a bow and sticker to finish. Notecards are also available to purchase to complete your gift. Please send us an email with your message if you'd like us to handwrite and include.
We are committed to sustainability, which is why all of our packing materials are fully recyclable (please check your local guidelines) or biodegradable. Our boxes, packing tape, and branded inserts can be recycled, while our packing peanuts are fully biodegradable – just cover them in water and watch them dissolve!
We prioritize brands that share our commitments, and recycling information for individual products can be found on the packaging.