Shipping

FAQ's

How long does it take orders to ship?

Orders usually ship within two business days after they are received.

How long can I expect to wait to receive my package?

For a North American delivery please allow 3-10 business days. For an International delivery please allow 7-14 business days.

What is standard delivery, and is there an express delivery option?

Isomers' standard delivery is based on FedEx Ground for North American orders, and FedEx Economy International for any orders outside of North America. We do have an express delivery option available at checkout for an additional fee.

Do you have free shipping?

We offer free shipping on North American orders $100+. For international orders we offer an automatic $20 CAD credit to orders $100+ CAD. For orders under $100 CAD, shipping charges are based on the total weight and delivery zip code of your order.

Orders + Returns

FAQ's

What is the status of my order?

Click My Account or the account icon at the top right. Proceed to login to check the status of your orders.

What is your return policy?

We want you to be 100% satisfied with your purchase, and stand by the quality of our products. Should you for any reason be unhappy with your purchase we will promptly issue a refund to your credit card or exchange an unsatisfactory product for another one. Click here for guidelines or to start a return.

I have an error with my order.

We apologize for any error made in the processing of your order and for any inconvenience it may have caused you. If you’ve received extra items that are not yours, have missing items from your order, have received someone else's order completely or any damaged products please contact us within 5 days from the time you receive your order. We will correct your order as quickly as possible.

I received an Order Failed notification. Did my order go through?

If you received an Order Failed error during your order confirmation process, please login to your Account – it will show any orders that have been completed. If you’re still not sure please feel free to contact us by email or phone and we will help you place your order.

What happens if my order was damaged during shipment?

We apologize for any errors made in the processing of your order and for any inconvenience it may have caused you. If your order has been damaged, please contact us within 5 days of receiving the package. We will resolve the issue as soon as possible.

What is your Toll Free Number?

Toll Free: 1-855-940-2465 (Canada & US excluding Hawaii, Alaska, US Premium Routes, and 867 Area Code)

I received my product in the mail and it has been sitting outside in the heat or cold, is that okay?

During our product development phase we perform several product stability tests, including heat stability and freeze-thaw valuations. So, in the development of our skincare solutions we have accounted for these scenarios. This means thatif you receive your products by mail during hot summer months or frozen winter months you don’t need to worry about the formulas being unstable. Having said that, after your receive your product, it’s important that you store it at room temperature and avoid sun exposure (whether it was frozen or sitting in the heat) as this will allow the product to thaw/cool down to its optimal state.

Payments + Discounts

FAQ's

What currency are the products in?

All prices appear in local currency.

What forms of payment can I use online?

We accept all major credit cards (Visa, MasterCard, American Express) as well as PayPal.

Can I use more than one discount code?

Only one discount code can be applied at a time per order. Some codes will be automatically calculated at checkout while others will require you to enter the discount code on checkout.

Gift Cards

FAQ's

How do I redeem an Isomers eGift Card?

An Isomers eGift Card is treated like cash. Isomers eGift Cards have no expiration date, are not charged any fees and cannot be exchanged for cash. When placing your order on isomers.ca, at checkout you will be given the option to apply a gift card code. Please enter the eGift Card code that was emailed to you, at the time you purchased the eGift Card. This amount will be applied to your order total. If the amount of the order is greater than the amount of the eGift Card, an additional method of payment is required to pay for the balance of the order. If the amount of the order is less than the balance of the eGift Card, the balance remains on the card for future redemption.

How do I check my balance?

Contact us by phone or email to check your gift card balance. Send us an inquiry through our Contact Us form or email isomerscsr@isomers.ca Live customer service is available Monday through Friday 8:30 A.M. - 4:00 P.M. E.T. Toll Free 1-855-940-2465 (Canada and US excluding Hawaii, Alaska, US Premium Routes, and 867 Area Code) Toronto (1) 416-787-2465, dial 1 (International charges may apply). 

I need to return an order that was purchased by gift card, will I be refunded on my gift card?

Items purchased by an Isomers eGift Card and returned, will be subject to Isomers’ Returns policy. If the entire order is returned, the refund will be credited to another eGift Card and any additional funds charged to a credit card will be credited to that same card. If the order is returned in part, the refund will be credited to another Isomers eGfit Card. 

Can I return an Isomers eGift Card?

Isomers eGift Cards are non-refundable.

Product Info

FAQ's

What is the shelf life of Isomers Products?

Isomers products have a shelf life of 3 years if they are stored unopened and out of sunlight. Opened products follow the same shelf life, if used in a hygienic way – introducing bacteria to the product can reduce its shelf life. We suggest that all of our products are kept in a cool, dry place – preferably not in your bathroom as they may be affected by frequent humidity and changes in temperature.

How do I know if my product has passed its 3-year shelf life?

On the bottom of each bottle there is lot number print in white or blue alpha-numeric characters. Should you have any concerns, please contact us directly and we will be able to assist you using the lot number and product name.

Is Isomers Skincare suitable for sensitive skin?

Yes! Isomers Skincare is suitable for sensitive skin types. Isomers Skincare Laboratories was first started ...

Are there skin conditions that Isomers products should not be used to treat?

Isomers skincare products are formulated to provide cosmetic benefits to the skin. We do not advise you use our products to treat skin conditions that require medical attention – if you do, we highly recommended you consult your physician. If you are prone to allergies we recommend patch testing our products before use.

Do you test on animals?

Absolutely not. Isomers Skincare Laboratories is strictly against testing cosmetic products and ingredients on animals. We designed and develop our products using key selected ingredients that have already been established/recognized for their safety and efficacy. We further evaluate and enhance the performance of our products by performing clinical trials on human volunteers.

Is Isomers paraben-free? What are parabens?

Parabens are a group of widely used preservatives; Methylparaben, Propylparaben, Butylparaben, etc. Preservatives are used in cosmetic formulas to help safeguard them from exposure to bacteria and fungi – keeping the formulas stable and safe for use. Parabens have been at the center of several controversial studies and have been painted by the skincare media industry as highly harmful to the skin. While we strongly disagree (and many studies back that sentiment) with this opinion of parabens, due to our customers’ concern in this area we have worked hard at developing a universal, paraben-free system that is safe and effective. We would like to emphasize the point that our opinion on the safety of parabens has not changed, but we are altering our formulas to ease the concerns of our customers and satisfy their requests for paraben-free products.

Is Isomers preservative-free?

Yes! Isomers Skincare is now preservative-free.

Why do you use propylene glycol?

All of the concern surrounding this ingredient is misguided and misinformed. This ingredient is found in our formulations because a number of key raw material manufacturers (such as Sederma) use it as an extraction ingredient. It is in fact a safe material and is used as an excipient by a lot of pharmaceutical companies to enhance the performance of their products.

Why do you use silicones?

Silicones cover a wide range of ingredients and molecules – as such they should not be placed under one umbrella. Using certain silicone molecules can allow a formula to act liked a timed-release matrix, and it helps improve the penetration of key ingredients into the skin. Yes, certain silicones can be irritating to the skin, however a wide group of silicones (like the ones we use) actually have a nice, soothing, velvety effect on the skin.

My Account + Loyalty

FAQ's

Did my account get transferred from the old website?

Yes, all of the account data was transferred from the old website. If you are unable to sign in, reset your password by going to the Account page and clicking forgot password. Or you can contact us directly and we can help resolve the issue.

Did my loyalty points get transferred from the old website?

Yes, your loyalty points transferred over onto your new account.