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Frequently Asked Questions
Order
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
It depends on where you are. Orders processed here will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
You can contact us through our contact page! We will be happy to assist you.
FAQ
Calm, clear answers to the questions we hear most. If you do not see what you need, email Contact@sensorytouch.ca or use the form on /pages/contact.
Products and Use
How do I use Vitamin C Serum?
AM. Apply 2 to 3 drops on clean, slightly damp skin, then moisturizer and SPF. Expect added glow in 7 to 14 days and a more even look in 4 to 6 weeks with daily SPF.
How do I use Retinol Cream?
PM only. Apply a pea size on dry skin 2 to 3 nights per week to start. Increase as tolerated. Smoother looking texture often appears by weeks 3 to 4, best by weeks 8 to 12.
Can I use Vitamin C and Retinol together?
Yes. Vitamin C in the morning and Retinol at night for most users. Introduce one new active at a time.
I have sensitive skin. Where should I start?
Patch test first. Start every other day, buffer Retinol with moisturizer and avoid stacking strong exfoliants the same day.
Fragrance and texture
Minimal or none where possible. All details are disclosed on product pages. Textures are designed to feel calm and layer cleanly.
Percentages and INCI
Key actives and ranges are shared where appropriate. The full INCI list appears on each product detail page.
Pregnancy or breastfeeding
Many products are suitable. Retinoids are not recommended. Please consult your healthcare professional.
Orders and Shipping
Where do you ship?
Canada and the United States. More regions are planned.
How much is shipping?
Free shipping over $100. Currency displays by market. Below the threshold, rates are shown at checkout.
How long will my order take?
Processing 1 to 2 business days. Typical transit 2 to 7 business days depending on location and carrier. A tracking link is emailed when your order ships.
How do I track my order?
Use the tracking link in your shipping email. If you created an account, you can also check /account.
Can I change or cancel an order?
Contact contact@sensorytouch.ca as soon as possible. If the parcel has shipped, a return may be needed instead.
Lost or delayed parcel
Check with neighbors and allow 24 to 48 hours. If still missing, email contact@sensorytouch.ca with your order number and tracking info and we will assist promptly.
Returns and Refunds
What is your return policy?
Thirty day window from delivery. Unopened items are eligible for a refund or exchange. If you experience a reaction, contact support for help.
How do I start a return?
Email contact@sensorytouch.ca with your order number and reason. We will share next steps and a return label if eligible.
How do refunds work?
Once received and inspected, refunds are issued to the original payment method. Processing can take 3 to 10 business days depending on the bank.
Ingredients and Safety
Are you cruelty free and vegan?
We do not test on animals. Many formulas are vegan. See each product page for details.
Allergens
Potential allergens are disclosed on labels and product pages. Always patch test before first use.
Shelf life and storage
Store tightly closed away from heat and direct sun. See packaging for PAO, for example 12M after opening.
Accounts, Payments and Promos
Do I need an account to order?
No. An account helps with order tracking and history.
Which payments do you accept?
Shop Pay, Visa, MasterCard, American Express, PayPal, Apple Pay and other options shown at checkout.
Promo codes and gift cards
Enter codes at checkout. Gift cards apply like a payment method.
VIP Waitlist and Emails
What do I get as VIP?
Early access to drops, routine guides and VIP only perks. Join at /pages/vip-waitlist.
How often do you email?
Only essentials such as launches, helpful routines and occasional offers. Unsubscribe any time.
Sustainability and Packaging
What is your packaging approach?
Minimal where possible with recyclable components. We continuously improve materials and shipping fill.
How do I recycle components?
Rinse bottles and separate pumps or caps according to local guidelines. See product pages for component notes.
Contact
Need more help?
Email contact@sensorytouch.ca or use /pages/contact. We typically reply within 1 to 2 business days.
Safety footer
Patch test recommended. Use SPF in daytime. Stop use and consult a professional if irritation persists.