Shipping & Returns – Sublime Neck & Jawline Care
This page explains how we ship Sublime, how long it usually takes, and what happens if there is a problem with your parcel or if you need to request a return.
Our goal: no surprises after you click “Add to cart”.
Where we ship
We currently ship Sublime to:
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Canada
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USA
If you are located outside these countries and you’re interested in Sublime, you can contact our support team so we can see what’s possible.
Processing & delivery times
Order processing
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Orders are usually processed within 1–2 business days.
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You receive a confirmation email once your order is confirmed, and another one when your parcel is shipped.
Estimated delivery times
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Canada: around 2–5 business days after dispatch
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USA: around 4–10 business days after dispatch
These are typical timeframes given by our carriers. Delays due to customs, remote areas, weather or exceptional events are possible and are unfortunately outside our control.
Tracked delivery
All Sublime orders are shipped with tracked delivery.
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As soon as your parcel is handed to the carrier, you receive an email with your tracking number.
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You can follow your parcel in real time until it reaches your address.
If the tracking shows “delivered” but you have not received the parcel, please:
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Check with neighbours or building management.
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Verify the address used on your order confirmation.
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Contact us with your order number and tracking number so we can investigate with the carrier.
Shipping fees
Shipping fees are calculated at checkout based on:
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Your delivery country
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The shipping method available for your area
Any temporary free-shipping offers or promotions will be clearly indicated in your cart or on the product page.
Damaged or missing items
We carefully prepare each parcel, but incidents can happen during transport.
If your order arrives damaged or with missing items, please contact us within 7 days of receiving the parcel with:
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Your order number
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Clear photos of the parcel (outside & inside)
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Photos of the damaged products, if applicable
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A short description of the issue
We’ll review your case and work with you to provide a quick and fair solution (replacement, partial refund, etc., depending on the situation).
Returns & refunds
Because Sublime is a skincare product, we have to respect strict hygiene rules.
Opened products
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Once a product has been opened or used, we generally cannot accept a return, except in case of a proven quality issue.
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If you have a concern about the product itself, reach out to us with photos and a description of the problem so we can evaluate your case.
Unopened products
Unopened products in their original condition and packaging may be eligible for return within 14 days of delivery.
General conditions:
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You are responsible for return shipping costs, unless the return is due to our error (wrong product sent, quality issue confirmed, etc.).
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We recommend using a tracked shipping method for any return.
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Once the return is received and inspected, we’ll confirm by email whether your refund is approved.
Refunds, when approved, are issued to the original payment method within a reasonable timeframe (bank processing times may vary).
Wrong address or unclaimed parcel
If a parcel is returned to us due to:
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Incomplete or incorrect address
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Parcel not claimed at the pickup point within the carrier’s deadline
we can reship the parcel once the additional shipping fees are covered.
If you prefer a refund instead, it will be done excluding the original shipping cost, once the parcel is back to us and checked.
Need help with shipping or returns?
If you’re not sure which shipping option is best, or if you have a question about a potential return, you can contact our support team:
We’re here to make the experience as smooth as possible, from the moment you place your order to the day Sublime arrives at your door.