Customer care
FAQ
Find answers about your orders, account, shipping, returns, payments and Routines by ETIKET Points.
Order status
Tracking, changes and help with your order.
Has my order shipped? How do I track my order?
Use the account icon at the top of the website to sign in and view your orders. Once your order has shipped, tracking information will be available with your order details and sent to you by email.
You can also use the tracking link in your shipping confirmation email.
Can I change or cancel my order?
Please contact our Customer Service team as soon as possible to request a change or cancellation. We can help if your order has not yet been processed.
Once an order has entered processing or has shipped, changes or cancellations may no longer be possible.
My order never arrived. What should I do?
First, check the tracking link in your shipping confirmation email or the order details in your account.
If the carrier shows the order as delivered but you have not received it, please contact our Customer Service team for assistance.
An item is missing or I received the wrong product.
Please check your order confirmation and package contents. If an item is missing or incorrect, contact Customer Service within 72 hours of delivery.
Please provide your name, order number and details of the missing or incorrect item. Email customer.service@etiket.ca so our team can help.
When will my backordered item arrive?
Backordered products will ship once inventory becomes available. Where possible, we will provide an estimated availability or delivery date.
For an update on your order, please contact our Customer Service team.
My account
Signing in and keeping your details up to date.
How do I create an account?
Select the account icon at the top of the website and follow the sign-in instructions using your email address. Follow any verification or account-setup steps shown on screen.
How do I edit my account information?
Sign in through the account icon at the top of the website. From your account, you can review and update the profile and shipping-address information available there.
If you need help with a change, please contact our Customer Service team.
I forgot my password or cannot sign in. What should I do?
Use the sign-in instructions shown for your account. If you receive a verification code by email, enter that code to continue. If you are asked for a password, select the password-reset option and follow the email instructions.
If an email does not arrive, check your spam or junk folder before contacting Customer Service.
Shipping & delivery
Shipping costs, timeframes and delivery questions.
How much is shipping?
Shipping costs are calculated at checkout. Orders of $150 or more after discounts and before taxes qualify for free shipping within Canada using Canada Post.
For orders below $150, available shipping options and costs are displayed at checkout before payment.
When will my order ship?
Orders are generally processed within 1–3 business days. Once shipped, estimated delivery is 1–7 business days, depending on your location and Canada Post service standards.
You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Do you ship outside Canada?
No. Routines by ETIKET currently ships within Canada only.
What happens if my package is unclaimed or undeliverable?
Please provide a complete and accurate shipping address. If Canada Post cannot deliver your package, you may receive a pickup notice. Packages not collected within the carrier’s specified timeframe may be returned to us.
If a package is returned because of an incorrect or incomplete address, or because it was not claimed, we will attempt to contact you. Additional shipping charges may apply if you request that it be shipped again. Original shipping charges are non-refundable where permitted by law.
These conditions do not apply when the delivery problem was caused by an error on our part.
Returns & product issues
Help with defective products and product reactions.
How do I request help with a product or return?
Due to the personal nature of skincare and facial products, all sales are final except for defective products, adverse product reactions, or where otherwise required by applicable law.
Please report defective products or adverse reactions to Customer Service within 5 days of delivery. Email customer.service@etiket.ca and include:
- Your name
- Order number and order date
- The product involved
- The reason for your request
What is your return policy?
All sales are final, subject to the product-issue exceptions and applicable-law protections described above. For complete information about an eligible return, defective product or product reaction, please contact our Customer Service team before sending a product back.
Payments & invoices
Payment options and a copy of your order details.
What payment methods do you accept?
Available payment methods are displayed during checkout. Your order will be processed once payment has been successfully authorized.
How do I print an invoice?
Sign in to your account and open the applicable order to review the order details. If you need an invoice or a printable copy, email customer.service@etiket.ca with your name and order number.
Gift cards
The latest on Routines by ETIKET Gift Cards.
Can I purchase or redeem a Routines by ETIKET Gift Card?
Gift Cards are not currently available. We expect to introduce Routines by ETIKET Gift Cards in early 2027.
Finding products
Discover a product, brand or next skincare step.
How do I find a product?
Browse our product collection or use the Search function in the header to find a specific product or brand.
If you cannot find what you are looking for, please contact our Customer Service team and we will be happy to assist you.
Routines Points
Our planned loyalty program.
How do I earn Routines by ETIKET Points?
Routines by ETIKET Points are planned but are not available yet. We will share the earning rules and how to view your balance when the program launches.
How do I redeem my points?
Points redemption is not available yet. We will share the redemption process and applicable conditions when Routines by ETIKET Points launches.
We’re here to help
Still have a question?
Our Customer Service team can help with your order, product questions or next steps.