Shipping Policy

Order Confirmation

Once your order has been placed, you will receive an email confirmation. Please review your shipping address carefully before completing your purchase. Orders begin processing shortly after they are placed and cannot be redirected once they have been shipped.

If you notice an error with your order or shipping information, please contact us as soon as possible at info@kozaskinclinic.com.

Order Processing

Orders are typically processed within 1-4 business days. During promotional periods or holidays, processing times may be slightly longer.

Shipping

Estimated delivery is 5-14 business days, depending on your location. Delivery times are estimates only and may be affected by weather, courier delays, or other circumstances beyond our control.

Once your order has been shipped, KOZA Skin Clinic is not responsible for delays caused by the shipping carrier.

Lost or Stolen Packages

KOZA Skin Clinic is not responsible for lost, stolen, or delayed packages once they have been marked as delivered by the shipping carrier. If your package is missing, please contact the shipping provider directly. We are happy to assist where possible.

In-Clinic Pickup

If you select in-clinic pickup, our team will contact you within 48 hours to arrange a convenient pickup time.

Shipping Restrictions

Certain professional skincare brands have manufacturer-imposed shipping restrictions. ZO® Skin Health products can only be shipped within Canada. Orders placed outside of eligible shipping regions will be cancelled and refunded.

Questions

If you have any questions regarding your order, please contact us at info@kozaskinclinic.com.

Refund & Exchange Policy

Due to the nature of professional skincare products, all sales are final. We do not offer refunds for change of mind.

If you receive a product that is damaged or defective, please contact us within 7 days of receiving your order.

To be eligible for an exchange:

• The item must be unused and unopened.
• The item must be returned in its original packaging.
• Proof of purchase is required.

All returned items are inspected before an exchange is approved.

Non-Returnable Items

The following items cannot be returned or exchanged:

• Gift cards
• Treatments and services
• Opened or used skincare products
• Products not in their original condition
• Products returned more than 7 days after delivery

Exchanges

If your product is defective or damaged, please email info@kozaskinclinic.com with your order number, a description of the issue, and photos if applicable. Our team will review your request and provide return instructions if your exchange is approved.

Return Shipping

Customers are responsible for return shipping costs unless the item was received damaged or incorrect.

We recommend using a trackable shipping service or purchasing shipping insurance, as KOZA Skin Clinic cannot guarantee receipt of returned packages.

Return Address:

KOZA Skin Clinic
3150–2180 Kelly Avenue
Port Coquitlam, BC V3C 0S4

Privacy & Payment Security

Your privacy is important to us. Personal information collected during checkout is used solely to process your order, provide customer service, and communicate with you regarding your purchase.

All online payments are processed through secure, PCI DSS-compliant payment providers. KOZA Skin Clinic does not store your credit card information on our servers.