Shipping Policy

DuoGen products are exclusively available online at duogenskin.co.uk for our UK customers, and at duogenskin.ca for our Canadian customers.

WHAT ARE YOUR SHIPPING COSTS AND DELIVERY TIMES?

Orders placed from Monday to Friday before 2 pm are processed on the same day.

  • For orders under $80, a shipping cost of $7.95 or $10.95 will be applied to your order depending on your location.
  • For orders over $80, standard shipping is completely free!
Shipping Option Shipping Cost Delivery Time
Standard Shipping (Orders under $80) $7.95 or $10.95 2-6 working days
Standard Shipping (Orders over $80) Free 2-6 working days
Express Shipping $10.95 or $20 depending on location 1-3 working days

ORDER PROCESSING

  • Process Time: Orders placed from Monday to Friday before 2 pm are processed on the same day. Orders placed after this time are processed on the next business day at 2 pm. Please note that processing times may extend during holidays, product launches/restocks, limited-edition releases, and promotional periods.
  • Authorization: All purchases undergo credit authorization. Only purchases that have been authorized will be processed and shipped.
  • Fraudulent Order Check: Our system automatically checks for potential fraudulent orders. If an order is flagged, we will not proceed with shipping until we receive email confirmation from the customer verifying the order. We will contact you to confirm the validity of the order.
  • Confirmation Emails: After placing your order, an immediate confirmation email with order details will be sent to the email associated with your order. A shipping confirmation email will follow within 24-48 hours after your order has been dispatched.
  • Tracking: We use Canada Post, FedEx, and UPS to deliver your orders reliably. Due to the Canada Post strike, we are temporarily using UPS for shipments until the strike is resolved.

If you do not receive confirmation emails within the expected timeframe, please check the email address associated with your order and look in your Spam/Junk folder. If the emails are still not found, contact us at hello@duogenskin.ca for assistance. Alternatively, you can reach out to us via direct message on our social media channels at @duogen.skin on both Facebook and Instagram.


ORDER DELIVERY

  • Delivery Time: Once dispatched, orders typically arrive within 2-6 days in Canada. However, these times may extend during holidays, launches/restocks, and promotional periods.
  • Service Used: All orders are shipped using Canada Post, FedEx, or UPS service. UPS is being used temporarily for Canada Post deliveries during the ongoing strike.
  • Undeliverable Packages: Packages that are undeliverable by Canada Post, FedEx, or UPS will be returned to us. If you would like us to reship your order, please contact us with the correct shipping address.
  • Incorrect Addresses and Stolen Packages: We are not responsible for orders shipped to incorrect addresses or packages stolen from your premises. It is crucial to provide accurate shipping details during the order process.
    • Once an order is dispatched, we cannot modify the delivery address. However, you can manage your delivery preferences through the Canada Post, FedEx, or UPS websites. With Canada Post, you can select from a pre-defined list of safe-drop locations outside your home for delivery. FedEx allows you to redirect your package to be held for pickup at secure FedEx locations or participating retail partners. UPS offers additional flexibility, including holding your package and delivering it once you’re back in town, leaving your package with a trusted neighbor, rerouting your package to another address in certain cases, or holding it for pickup at a UPS location.
    • For any issues or queries regarding delivery preferences, we recommend contacting Canada Post, FedEx, or UPS directly, as they are best equipped to assist you with these requests.
  • Missing Packages: If you experience a missing package, please reach out to us. We will assist you in the claims process with Canada Post, FedEx, or UPS..

Please be aware that we are not responsible for delays caused by external factors, including but not limited to customs, natural events, emergency service suspensions, or transportation strikes and delays. While we are committed to assisting you in following up on any delays with your order, please understand that once your order has been dispatched, it is under the care of Canada Post,  FedEx, or UPS, our courier companies. We will do our best to support and update you on the status of your delivery, but our influence is limited once the order is with the courier.

Please note that our shipping policies are subject to change without prior notice.

We appreciate your understanding and are committed to delivering your DuoGen products promptly and securely. If you have any questions regarding our shipping policy, feel free to contact us at hello@duogenskin.ca.