We process most orders within 1 business day, though some orders may require up to 3 business days depending on volume and product availability.

Processing time is separate from the shipping time shown at checkout.

Business days are Monday through Friday, excluding holidays.

Free standard shipping applies to orders over:

• $50 CAD in Canada
  
• $50 USD in the U.S., UK, Australia, and New Zealand
  
• €50 in the European Union
  

*$9.99 USD Flat Rate for the Middle East (UAE & Saudi Arabia)

Order value is calculated before taxes.

Shipping times can vary depending on your location, local carriers, and customs (for international orders). Below is a helpful guide:

• Canada: 1–7 business days
  
• United States: 6–12 business days
  As of August 29, 2025, the U.S. removed the de minimis duty-free threshold. All parcels now go through full customs clearance, which may extend delivery times.
  
• United Kingdom: 10–14 business days
  
• European Union: 8–14 business days
  
• Australia & New Zealand: 12–18 business days
• Middle East (UAE & Saudi Arabia):15–25 business days
  

We ship through reliable national and international carriers, depending on your region, to ensure safe and dependable delivery.

Yes, Express Shipping is available within Canada only (excluding remote or air stage areas).

Delivery typically takes 1–4 business days, plus the standard 1–3 business days of processing time.

If your order doesn’t qualify for free shipping, a small standard shipping fee will be applied to help cover carrier and handling costs:

• Canada: $9.99 CAD
  
• U.S., UK, Australia, New Zealand: $9.99 USD
  
• European Union: €9.99
• Middle East (UAE & Saudi Arabia): $9.99 USD
  
• Express within Canada: $16.99 CAD
  

We always aim to keep our shipping fees as low and transparent as possible, but please note that they may change based on carrier rates and operational costs.

We’ll be happy to help if we can!

Orders can be canceled only if they haven’t entered processing or packing yet.

Please email info@drlouie.ca with your order number as soon as possible.

The earlier you contact us, the better the chance we can stop the order in time.

Once an order is being prepared, packed, or has shipped, we can’t cancel it anymore.

However, you’re still welcome to return it after delivery as long as it remains unopened, following our Return & Refund Policy (samples excluded).

We’re unable to cancel orders purchased through retail partners.

Please reach out directly to the store for their cancellation policy.

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee, which means you may request support, a return, or a refund within 30 days of delivery, subject to the return conditions below.

Eligibility

1. Unopened & unused products
   
   Unopened and unused products may be returned within 30 days of delivery for a refund to the original payment method.
   
2. Opened or used products
   
   Opened or used products may be eligible for a return or refund on a case-by-case basis and are subject to review. To help us assess the issue and prevent misuse of our policy, we may request:
   

• a brief description of the concern, and
  
• photos of the product and packaging.
  
  Refunds for opened or used products are generally limited to first-time purchases of that product.
  

Process & Fees

• Return shipping costs are the customer’s responsibility and are non-refundable.
  
• Original shipping fees are non-refundable.
  
• Refunds are processed to the original payment method within 5–10 business days after the returned item is reviewed and approved.
  

Regional Limitation

Due to international logistics and customs limitations, returns and refunds are not available for orders shipped to the Middle East (including UAE and Saudi Arabia).

Fair Use Policy

Because our products are personal care items, we reserve the right to decline returns that appear excessive, abusive, or inconsistent with normal personal use.

How to Start a Return

Please contact our customer support team ㅁat info@drlouie.ca first to initiate a return.

We’ll guide you through the steps to ensure a smooth process.

For non-defective returns (change of mind or general dissatisfaction), a flat round-trip shipping fee applies:

• Canada: 20 CAD
  
• U.S., UK, Australia, New Zealand: 20 USD
  
• European Union: 20 EUR
  

This covers both outbound and return shipping, as well as handling.

In most of the countries we ship to, duties or taxes usually do not apply unless your order exceeds a certain value — so most customers won’t encounter any additional charges.

However, if duties, VAT, or customs fees are assessed by your local authorities, please note that these charges are non-refundable, as they are not collected by DrLOUIE and are paid directly to customs during import processing.

It’s simple — just email info@drlouie.ca with:

• Your order number
  
• The item(s) you want to return
  
• The reason for the return
  

Our team will walk you through the next steps.

We’ll take care of it right away.

If your item is damaged, defective, or incorrect, we offer a full refund or free replacement, and we cover all shipping costs.

To help us resolve the issue quickly, please email:

• Your order number
  
• A brief description of the issue
  
• Photo or video evidence clearly showing the defect
  
• A photo of the batch number (if possible)
  

Once verified, we’ll issue a refund or send a replacement completely free of charge.

Once your return is received and inspected, refunds usually appear in 3–7 business days, depending on your bank or credit card provider.

If approved, you’ll be refunded for the product amount only.

For non-defective returns, the appropriate flat round-trip shipping fee will be deducted.

Original shipping fees, duties, and customs charges are not refundable.

Here’s what we recommend:

1. Check your bank or credit card account again
   
2. Contact your credit card company — refunds sometimes take a little time to post
   
3. Contact your bank — processing times can vary
   
4. If you still don’t see it, reach out to us at info@drlouie.ca
   

We’re here to help!