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FAQs
Orders and Payments
Shipping
Return and Exchange
How do I change or cancel my order?
Once you place an order, we start packing it up right away and ship it out for quick delivery to your door. Unfortunately, changes to orders are not possible after they’ve been placed.
What payments do you accept?
We currently accept Visa, Mastercard, American Express, Discover, Paypal, Google Pay and Apple Pay as methods of payment.
How is sales tax included?
We charge sales and use tax according to Federal, Provincial and Local government guidelines, based on the shipping address you provide when you place an online order.
What currency is the site in?
Our site is in Canadian currency.
Where do you ship?
We currently ship to Canada. We ship to all Canadian provinces and territories, including street addresses and P.O. boxes.
How much does shipping cost?
Shipping costs a flat rate of $7.95 CAD anywhere in Canada. We are happy to offer you free shipping within Canada on all orders over $99 CAD.
How do you ship Clinica Shop packages?
Canadian orders are shipped via Canada Post Expedited Parcel service.
How long will it take for my order to arrive?
Please allow 2-7 business days for orders shipped via Canada Post Expedited Parcel service. Processing and delivery times do not include weekends and holidays. You may experience longer delivery times when shipping to remote areas in northern Canada.
Where can I track my order?
As soon as your order has shipped, we will send you an email confirmation with a tracking number. You can also view tracking information online under My Account.
My order hasn’t arrived on time. Is it lost in transit?
If you believe your order is lost in transit, please send an email to orders@theclinica.ca and we’ll help you investigate.
My tracking information says my order was delivered but I can’t find it. What do I do?
Occasionally, our packages may be delivered to a neighbour, mail center, or management office. If you checked these options and are still unable to find your Clinica shop order, email orders@theclinica.ca and we’ll be sure to get you your products.
I forgot to update my address before my order shipped. What do I do?
Don’t worry, we can still get your order to you. Simply email orders@theclinica.ca with your new address and we’ll sort it out.
How do I return or exchange a product?
If for any reason you are not satisfied with your purchase, we offer a hassle-free 15-day return policy on unopened or unused products. You may return a product for free within 15 days from receipt of purchase. Simply email us at orders@theclinica.ca to request a return shipping label.
We will refund the original form of payment to the original purchaser within 1 day of receiving your return. Typically, processing time for a refund is 3 to 5 full business days from the time your package is received. We will notify you of the status of your return by email.
We will refund the original form of payment to the original purchaser within 1 day of receiving your return. Typically, processing time for a refund is 3 to 5 full business days from the time your package is received. We will notify you of the status of your return by email.
There is a product missing or damaged from my order. What do I do?
We work diligently to ensure you receive your full order and that your unboxing experience is an exciting one! In the rare occasion that an item is missing or damaged, please contact our Customer Care team by email at orders@theclinica.ca and we’ll be happy to sort it out for you. Missing products that are in stock will be reshipped if a refund has not been issued. Backordered and/or damaged products will be fully replaced or refunded.