Shipping Policy

Philogeni Skincare Inc. Last updated: September 6, 2026

Everything is packed and shipped by us from British Columbia.

Where We Ship

Canada. All provinces and territories except Quebec, by Canada Post.

United States. All fifty states, plus DC, by UPS.

We do not currently ship outside Canada and the United States. If you are elsewhere and would like Philogeni, email hello@philogeni.com and we will let you know when that changes.

Quebec. We are not currently able to ship to Quebec addresses. We are sorry, and we hope to change this.

Free Shipping

Orders over $100 ship free, in the currency of your order. Canadian orders over CAD $100 and US orders over USD $100 both qualify.

The threshold is calculated on your order subtotal after any discount, before taxes and duties.

Shipping Rates

Rates are calculated live at checkout, based on your address and the weight of your order. You will see the full cost before you pay, and nothing is added afterwards.

Processing Time

We ship within 2 to 5 business days of receiving your order.

We are a small team and we pack every order ourselves. Most orders go out at the earlier end of that window.

Orders placed on weekends or statutory holidays start processing the next business day. During a launch or a promotion, processing can run to the full five days.

You will receive a shipping confirmation with tracking as soon as your parcel leaves us.

Delivery Time

Once your parcel is with the carrier, transit time is up to them.

Canada, by Canada Post. Delivery estimates are shown at checkout for the service you select and depend on your destination. Rural and northern addresses take longer.

United States, by UPS. Delivery estimates are shown at checkout. Add time for customs clearance, which is outside anyone's control.

Carrier estimates are estimates, not guarantees. Weather, customs processing, peak periods and service disruptions all affect them.

Total time to your door is our processing window plus carrier transit. Please allow for both when ordering for a specific date.

United States Orders, Duties and Customs

You will not be charged anything on delivery. We ship US orders Delivered Duty Paid. Duties and import taxes are calculated and collected at checkout, and remitted by us. Nothing is owed to UPS or to customs when your parcel arrives.

Why we do it this way. The United States removed its duty-free de minimis exemption for low-value parcels in 2025. Every shipment entering the US from Canada now requires a customs entry regardless of value. Handling it at checkout means you know your total when you order, rather than meeting an invoice at the door.

Our products are made in Canada and we claim CUSMA preferential treatment on every eligible shipment.

Customs delays. Parcels are occasionally held for inspection. This is normal, we cannot influence it, and it usually adds a few days. Tracking will show the hold.

Duties are not refundable. Once a parcel clears customs, the duties paid on it cannot be recovered. This is why refunds under our guarantee and return policies cover the product price only, and exclude shipping, duties and taxes.

Tracking

Every order ships with tracking. You will get a link by email when it goes out.

If tracking has not updated in several days, the parcel is usually moving between facilities without being scanned. If there has been no movement for more than 7 business days, email us and we will open a trace with the carrier.

Addresses

Please check your address before you pay. We ship to the address you give us.

If you spot an error, email hello@philogeni.com straight away. We can usually correct it if the order has not been packed.

PO boxes. Canadian orders can be delivered to a PO box through Canada Post. US orders ship by UPS, which does not deliver to PO boxes, so please give us a street address.

Undeliverable and refused parcels. If a parcel comes back to us because the address was incorrect, because delivery was refused, or because it went unclaimed, we will refund the product price once it reaches us. Original shipping charges, and any duties paid on a US order, are not refundable. We are happy to reship to a corrected address, with shipping charged again.

Service Disruptions

Postal and courier networks occasionally face strikes, weather events and other disruptions. When something is affecting delivery, we will post a notice on the site and email anyone with an order in transit. If a disruption is severe enough that we cannot ship reliably, we will hold orders and tell you rather than send a parcel into a backlog.

If Something Goes Wrong

Damaged in transit, wrong item, or something missing. Email hello@philogeni.com within 14 days of delivery with your order number and a photo of the item and its packaging. We will replace it or refund you in full, including shipping, whichever you prefer. This does not affect your 60-Day Guarantee.

Marked delivered but not received. Check with anyone else at the address and look in the usual places first, then contact us. We will open a trace with the carrier. If the parcel cannot be located, we will replace or refund your order.

Hot weather. Our balms are anhydrous and can soften in high temperatures during summer transit. A softened balm is not damaged. Let it firm up at room temperature or in the fridge for an hour and it will be fine. If a product arrives in a state you are not happy with, tell us and we will sort it out.

Returns

We do not require products to be returned under our 60-Day Guarantee. See the Return and Refund Policy for how returns and refunds work.

Contact

Philogeni Skincare Inc.  hello@philogeni.com

PO Box 35016, Victoria RPO Royal Bay, BC, V9C 0T5