Processing & Delivery

Orders are processed within 1–2 business days. Delivery typically takes 3–8 business days within Canada and the United States, and 5–14 business days for international orders, depending on destination.

We ship using trusted carriers such as Canada Post, UPS, FedEx, DHL, and USPS. Available shipping options and estimated delivery times are shown at checkout based on your location.

For international orders, any customs duties, taxes, or fees are determined by the destination country and are the responsibility of the customer. Delivery times may vary due to carrier delays or customs processing.

Order Tracking

Once your order ships, you’ll receive a tracking number by email so you can follow your delivery in real time through the carrier.

Lost or Damaged Packages

If your order is lost or arrives damaged, please contact us at info@telo.skin as soon as possible. We’ll work with the carrier to resolve the issue.

Returns

We want you to feel confident ordering from TELO Skin. If something isn’t right, we’re here to help.

Returns are accepted within 30 days of receiving your order. Items must be unused, in their original packaging, and accompanied by proof of purchase.

To start a return, please email info@telo.skin. If your return is approved, we’ll provide instructions on how and where to send your item. Items sent back without prior approval cannot be accepted.

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us immediately so we can evaluate the issue and make it right.

Non-Returnable Items

Opened or used skincare products, sale items, gift cards, and certain promotional or custom items are not eligible for return. If you’re unsure whether your item qualifies, please contact us before returning it.

Exchanges

If you’d like a different item, the fastest option is to return your original purchase and place a new order once your return is approved.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval status. Approved refunds are issued to the original payment method and typically process within 10 business days, though timing may vary depending on your bank or card provider.

If more than 15 business days have passed since your refund was approved, please contact info@telo.skin.

Contact

For any questions about shipping, returns, or refunds, please reach out to us at info@telo.skin.