Blazing fast FREE SHIPPING For orders $59+EXTRA

Shipping Rates & Delivery

Shipping Policy

Shipment processing time: All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow up to 5-10 business days in transit for delivery. If there will be a significant delay in shipment of your order due to unforeseeable logistical circumstances, we will update you via email or telephone. 


Shipping Rates & Delivery Estimates (CANADA)

Orders over $59 CAD are eligible for free expedited shipping that may take up to 2-7 business days to be delivered. (Please note, potential shipment delays due to Covid-19 may occur).


For orders less than $59, additional shipping charges for your order will be calculated and displayed at checkout. 


Rates & Estimated Delivery Time (CANADA)

For Orders Over $59 CAD

Free Expedited Shipping: Orders over $59 CAD are eligible for free expedited shipping that may take up to 2-7 business days to be delivered.


For Orders Between $48-59 CAD

Expedited Shipping Plus: For orders between $48-59 CAD, a standard fee of $12 will be applicable for expedited shipping that takes up to 2-7 business days to be delivered.

Standard Shipping Plus: For orders between $48-59 CAD, a standard fee of $10 will be applicable for expedited shipping that takes up to 4-9 business days to be delivered.


For Orders Under $48 CAD

Expedited Shipping: For orders less than $48 CAD, a standard fee of $14 will be applicable for expedited shipping that takes up to 2-7 business days to be delivered.

Standard Shipping: For orders less than $48 CAD, a standard fee of $12 will be applicable for standard shipping that takes up to 4-9 business days to be delivered. 

Please note that delivery delays can occasionally occur.


Shipping Rates & Delivery Estimates (Continental United States)

Orders over $59 CAD (Approx. $48 USD) are eligible for free express shipping that may take up to 3-5 business days to be delivered. (Please note, potential shipment delays due to Covid-19 may occur).


For orders less than $59, additional shipping charges for your order will be calculated and displayed at checkout. 


Rates & Estimated Delivery Time (Continental United States)

For Orders Over $60 CAD

Free Expedited US Shipping: Orders over $59 CAD (Approx. $48 USD) are eligible for free standard shipping that may take up to 3-5 business days to be delivered.


For Orders Between $35-$60 CAD

Expedited US Shipping Plus: For orders between $35-$59 CAD, (Approx. $28-$48 USD) a fee of $12 CAD (Approx. $9.50 USD)will be applicable for expedited shipping that takes up to 3-5 business days to be delivered. Please note that delivery delays can occasionally occur.

Standard US Shipping Plus: For orders between $35-$59 CAD, (Approx. $28-$48 USD) a fee of $10 CAD (Approx. $8 USD)will be applicable for standard shipping that takes up to 5-9 business days to be delivered. Please note that delivery delays can occasionally occur.


For Orders Below $35 CAD

Expedited US Shipping: For orders under $35 CAD, (Approx. $28-$48 USD) a fee of $15 CAD (Approx. $12 USD)will be applicable for expedited shipping that takes up to 3-5 business days to be delivered. Please note that delivery delays can occasionally occur.

Standard US Shipping: For orders under $35 CAD, (Approx. $28-$48 USD) a fee of $12.5 CAD (Approx. $9.90 USD)will be applicable for standard shipping that takes up to 5-9 business days to be delivered. Please note that delivery delays can occasionally occur.


Q: When will my orders be shipped out?

A:  All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow up to 5 business days in transit for delivery. If there are significant delays in shipping your order due to unforeseeable logistical circumstances, we will update you via email or telephone. 

 

Q: Will my shipment come with a tracking number or code?

A:You will receive a Shipment Confirmation email once your order has shipped, which contains your tracking number(s). Tracking number(s) will be active within 24 hours.

 

Q: Can my shipment be delivered to a post office box?

A: We are unable to ship to the following addresses: P.O. Box, APO, FPO, DPO.

 

Q: What happens to my order if it can't be delivered and it is returned to Mercy Cosmetics? 

A: All shipments returned to Mercy Cosmetics are considered “undeliverable.” Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent.


When we receive undeliverable shipments, we will notify customers via email to arrange for re-shipment. All re-shipments incur handling fees plus re-shipment fees that are the same as Mercy Cosmetics’ regular shipping fees. Re-shipment fees will be applied regardless of the original shipment’s eligibility for free shipping. Additional courier charges for returned shipping may also apply.

In the case that a refund for undeliverable orders is requested, the shipping costs will be paid by the customer. Once we have received the package and checked the condition of the products, a refund minus the shipping fee will be issued back to you through the original method of payment. 

Coupons/Promo Codes & Gift Cards

Q: How do I get Mercy Cosmetics coupons?

A: Coupons are issued to customers periodically via different promotions. Simply input the coupon code in the “Discount Code” field during the checkout process and our system will automatically deduct the coupon amount from your order total.  Coupons have expiration dates and conditions, and expired coupons will not be extended for any reason.

 

Q: How do I view my coupons record?

A: You can view all coupons via "My Account" under the "account details" tab.


Q: How many coupons/promo codes can I use per order? 

A: You can use one coupon/promo-code per order. However, you will be able to use our store credit along with coupon/promo-code in the same order. 

 

Q: I have more than one gift card, how many can I use? 

A: You can use as many gift cards you have at your disposal. However, if the gift cards used in an order are issued to different emails/accounts, the order will be cancelled and the amount will be refunded to the gift card. 

Orders

Change or Cancel Order

If you would like to modify or cancel your order, please contact customer service immediately by emailing us at communications@mercycosmetics.ca. Please be advised that some orders are processed immediately, and it may not always be possible to change or cancel your order.

 

To ensure speedy service, please have the following information ready when you email our Customer Service Department:

1.     Your order number

2.     Name of the product you wish to change or cancel.

3.     Reason for requesting the change or cancellation.

Returns and Refunds 


Q: What is your return/exchange policy? 

A: Mercy Cosmetics is dedicated to providing our customers with the best customer service and we aim to accommodate our customers’ requests. However, please note that not all items are eligible for returns or refunds. 


● We offer a 30-day return/exchange policy. You have 30 days to request for a return starting from the day that you received your item. To be eligible for a return/exchange, your item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase (e.g confirmation email, order number).


● All our returns are assessed on a case-by-case basis. To start a return/exchange or inquire whether your order is eligible for a return/exchange, you can contact us at communications@mercycosmetics.ca. Simply provide us with the order detail (e.g. order number), your contact information (e.g. your name, phone number, address), and your reason for requesting the return. Once your return request is received and approved we will send you a return shipping label, as well as instructions on how and where to send your package. 

 

● Items sent back to us without first requesting a return/exchange will NOT be accepted. Items opened and used will NOT be accepted. If you send us back items that have been opened or used, it will be disposed of. We will not refund or return opened or used products. (For exceptions, please refer to Damages and Issues). 


● Please note that makeup products (face, lip, eye makeups) are final sales and cannot be returned nor exchanged.


 

Damages and Issues 

Damages and issues 

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make appropriate adjustments. 

 

If you experience skin complications or problems (e.g. rashes, skin irritations) upon applying the products while complying with the noted instructions and purposes either on the product or on separate information documents, please contact us at communications@mercycosmetics.ca

To process an exchange or refund for the products, please contact us at communications@mercycosmetics.ca with supporting documentations (e.g. pictures) and we will process your return for a refund or exchange. Following the return/exchange process, we will book you in for a complimentary consultation with our beauty and skin expert to find the best product for your skin. 


If the condition is severe and/or persists, please consult with your physician or contact 911 and seek immediate medical attention. 


Exceptions/Non-returnable Items

Certain types of items cannot be returned such as opened and used items taken out of its original packaging and custom products (e.g special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. 

 

Unfortunately, we cannot accept returns/exchanges for orders purchased with gift cards. Items purchased as gifts with gift receipts that are returned will receive store credit. Items purchased with coupons may be eligible for a return, however, please note that the amount will be in the form of our store credit. 

 

Please get in touch with us at communications@mercycosmetics.ca if you have questions or concerns about returning specific items.


Refunds and Shippings for Returned Orders

We will notify you once we have received and inspected your return, and we will let you know if the refund has been approved or not. If approved, you will be automatically refunded using your original method of payment or in the form of store credit. Please remember it can take some time for your bank or credit card company to process and post the refund to your bank account statement.  


Returned Orders

Shipping costs on all returned orders will be covered within the 30-day period with the exception of undeliverable orders (eg. PO boxes, inaccurate mailing addresses).


Payment and Billing


Q: When will my credit card be charged?

A: If you pay using your credit/debit card directly on our website, your credit/debit card will be charged upon approval of the total order amount. Prior to approval, your order will be in the "pending” stage, during whichyou will not be charged. After approval, your credit/debit card will be charged and the order will enter the "Processing" stage. 


If you purchase or pay through a third-party payment platform (e.g., PayPal, Shopify), your credit card may be charged at order placement or at another time.

 

Q: What currency will you use when charging my credit/debit card?

A: All credit/debit card transactions will be charged in CAD.

 

Q: What methods of payment are accepted? 

A: Mercy Cosmetics International Inc. currently accepts various Credit Cards, Debit Cards, Visa, MasterCard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, and Paypal for all orders. At checkout, simply choose one of the options to process your payment. You can choose to check out as a guest or sign up for an account and start a membership with us.

 

Account/Personal Information 

Q: How do I change my personal information (password, payment method, shipping address)?

A: You can change your information at any time using the following steps:

 

1. Click on "Sign In / Register"

2. Click on the person icon at the top right corner and sign into your account.

3. If you want to change your password, enter your current password, and then click "Confirm."

4. Enter your new password in the "Password" and "Confirm Password" fields. Please make sure the password is more than 5 characters.

5. Click "account details" tab. You can modify information such as country, address, phone number, etc. here.

6. Please enter the captcha numbers/letters at the bottom.

7. Click the "Save" button to complete your changes.


Q:Can I check my order history?

A: You can check your orders under "My Account" below the 'Order History" tab. 

The account summary displays your orders and allows you to check your complete order history by clicking on the order number.

 

Q: Can I view a past shipment invoice?

A: Every shipment comes with a separate order number.  To view each one, click on “My Account.” All order numbers are available under the "My Orders" tab.

For more information regarding the payment total, tracking number, shipping and handling charges, and other information click on the "Order Number” link.  


Product Information 

Q: Do you sell authentic beauty products?

A: Yes, all of our products are authentic and sourced from reliable suppliers located in Korea.

 

Q: I bought a beauty product that I previously purchased before, but the newer product has a different package or texture. Why is that?

A: Beauty brands develop new formulas and occasionally change product packaging to follow market trends. As such, a product may change packaging or have a slightly different texture when new formulas or versions are released.

 

Support & Contact Us