FAQ's

Shipping Info

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

For a North American delivery please allow 3-10 business days.

For an International delivery please allow 7-14 business days.

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.

We offer free shipping on domestic (North American) orders $150+.

For international orders we offer an automatic $20 credit to orders $150+.


Orders under $150:

Shipping charges are based on the total weight and delivery zip code of your order. Below are not set rates and are subject to change.

North America

Standard service, up to 2kg,  $8 - $20.00

International

Standard service, up to 2 kg, $25 - $40

Orders & Returns

Go to the SIGN IN page from the main menu and login, then click ‘My Account’ and you can check the status of your orders.

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.

We ask that you follow these guidelines:

- ISOMERS does not charge re-stocking fees for returns or refunds, nor any other ancillary fess for refunds and  returns.

- Products must have been purchased directly from ISOMERS (our website or office. We cannot accept returns of products purchased from other retail outlets. Please return those to the place of purchased.)

- Products must be returned within 14 days of order date (under extreme delivery delays, we will consider within 14 days of receiving the order).

- Return Authorization Number (RAN) MUST be noted on the outside of the box and on your return document(s) inside the box. RAN should be obtained by contacting ISOMERS via the contact us page, or by calling our office at (+1)416-787-2465, press “1” (international calling charges may apply) prior to preparing your package for shipment.

- RAN is valid for 7 business days after issue date. Please ensure the returned goods are post marked within the 7 business day period.

- Please include a copy of your receipt (or a note with your order (invoice) number, name, email address, and phone number) and your reason for returning the product(s).

- We cannot accept returns on overly used products.

- Original shipping and handling charges are non-refundable.

- Products specified as non-returnable cannot be returned.  Such products include Special Web Offers, Discovery Kits, discounted products or specially priced sets.

Please ship returns or exchanges to us at:

ISOMERS

105 Tycos Drive.

Toronto, Ontario M6B1W3 Canada

Attn: Returns Department

RAN:______________________________

Return Authorization Number (RAN) MUST be noted on the outside of the box and on your return document(s) inside the box. RAN should be obtained by contacting ISOMERS via the contact us page, or by calling our office at (+1) 416-787-2465, press “1” (international calling charges may apply) prior to preparing your package for shipment.

RAN is valid for 7 business days after issue date. Please ensure the returned goods are post marked within the 7 business day period.

Please include a copy of your receipt (or a note with your order (invoice) number, name, email address, and phone number) and your reason for returning the product(s).

Products must be returned within 14 days of order date (under extreme delivery delays, we will consider within 14 days of receiving the order).

Additional Information:

US customers are required to return any merchandise to Isomers via US Postal Service that provides a tracking option.

For your protection, and to avoid inconveniences to your return we suggest you:

- Use a US postal service that provides a tracking option.

- Purchase Return Receipt services (available on Priority Mail International)

- We do not recommend the purchase of insurance, due to customs fees incurred.

- We suggest a total value of $5 declaration on customs forms.

- Save a copy of your original purchase receipt and the shipping receipt for your records.

- Only merchandise received by our warehouse can be credited or exchanged.

Note: You can purchase postage and print your mailing label at www.usps.gov. This online service also offers you free tracking information. These packages also qualify for free carrier pickup at your address; can be handed to your carrier or can be dropped at any post office without a wait in line or additional fees.

***We do not recommend you use courier services as Customer shipments using any other method of transit will be imposed customs fees of $45, by a third party brokerage service. This fee must be prepaid directly to the customs broker by the customer prior to it being accepted by Isomers.


Canadian customers are required to return any merchandise to Isomers via Canada Post; any level of service is acceptable. DO NOT send via courier such as FedEx; the parcel will be refused at the door.

Save a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be credited or exchanged.

International customers are required to return any merchandise to Isomers via Postal Service, unless otherwise directed. Any level of Postal Service is acceptable.

Customer is responsible for return shipping fees.

For your protection, and to avoid inconveniences to your return we suggest:
- We do not recommend the purchase of insurance, due to customs fees incurred.
- We suggest a total value of $5 declaration on customs forms.
- Save a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be credited or exchanged.


Should you have any questions or concerns please contact Customer Service at: Phone 416-787-2465 press “1”,  or by email using the Contact Us page.

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.

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.

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.

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

Toronto (+1) 416-787-2465 (international charges may apply)

Price & Payments

All prices are in Canadian Dollars (CAD).

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

Should the price change for any reason, you will be charged at the time of re-order at the current, up-to-date product price.

Product Information

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.

Over-the-Counter drugs used in deodorants, acne treatments and sunscreen have an expiration date on the bottle, please follow the date.

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.

Every Isomers product is different. Each product label has application instructions that will indicate exactly how often you should use the product, what time of day, and what quantity is recommended.

Yes, Isomers products can be used together, and no, they certainly do not cancel each other yet.

We have specially designed our products to be flexible enough to work effectively together – giving you the freedom to create your own unique skincare regimen!

There are certain ingredients that are better if you don’t use them at the exact same time (one in the morning and the other at night is optimal), so if you have any questions about building your skincare routine please feel free to reach out to us via phone call or email.

Yes!

Our solutions are formulated to meet the overall need and desires for healthy skin – for anybody. Our products take into consideration the pH of your skin, so that it does not get over-processed or stripped – unless labelled otherwise, all the products are suitable for people with even the most sensitive skin out there!

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.

Also, if you are prone to allergies we recommend patch testing our products before use.

Generally, the simple steps to remember for applying Isomers products are:

Cleanser
Serum
Cream 

*Note: for serums we suggest using targeted formulas first, and following with all-over-the-face afterwards.

To unlock the pump you have to look at it in three parts:

Saddle head “knob” under the saddle head part that screws onto the neck of the bottle. Rotate the saddle head, but hold onto the knob ensuring it does not also rotate – this will open the bottle.

Absolutely not.

Isomers 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.

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 that
if 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.

Ingredient Inquiries

Yes, you can.

Isomers’ Copper-based products contain a special, non-oxidized, form of Copper that is not negatively affected by the use of Vitamin C.

You can use skincare over Retin-A (which is only used at night), however it must be applied on dry skin – wait at least 10 minutes before applying any other product. In the daytime you can use any skincare formula as long as you use proper sunscreen – very important for Retin-A users.

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.

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.

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 been working 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.

Preservatives are an essential component of cosmetic products because they maintain the microbial quality of the products – ensuring they are kept stable and safe to use.

Phenoxyethanol has emerged as a popular preservative alternative to Parabens, so we have switched to this ingredient in several of our products to make them Paraben-free. We use the ingredient at or even below the approved levels, ensuring that our products are absolutely safe and free from any related health hazards.

The short answer is you can’t.

The exact concentrations of actives in most of our formulations is considered to be confidential information – those that we can shared are often included in the product name or description.

However, concentrations are by no means the end-all-be-all when it comes to cosmetic formulations. It is the design of the solution, rather than the concentration, that is the most significant determining factor for product performance.

My Account

Yes, all of the account data was transferred from the old website. You should have received an activation email with a link to reset your password for the new website. If you are unable to sign in after activation, 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.

First go to the Account page from the main menu, then select ‘Create Account’ under the Login bar.

Go to the Account page from the main menu, then click forgot password, enter the email address you registered with and click Submit. You will receive an email with instructions on how you can reset/recover your password – be sure to check your junk/spam folder if you don’t see the email.

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