Frequently Asked Questions

We are confident that if you have a question, you will find your answer here! If you can't find what you are looking for, please reach out to our Customer Service Team. We are always happy to help!

Where are you located? 

We are located in Canada's capital city, Ottawa!

Do you have a store front?

Not yet. But, we recommend joining our email club and following us on Instagram to be one of the first to know about all the exiting news as we grow! A store front may be in our future, and we would love for you to be the first to know! 

What products do you offer?

We currently only offer moisturizing emulsified non-foaming sugar scrubs. We have a range of products coming out in 2025, so subscribe to our email club and follow us on social media so you don't miss out! Psst...email club members are always the FIRST to know about any exciting news, discounts, pre-orders, or new product drops!

Do you offer local delivery or pick-up?

Yes and no. We offer local delivery within a certain radius. We do not offer pick-up. Orders are delivered on Friday's between 10am and 2pm.

How long does it take to process my order?

Please allow 2-3 business days for your order to be processed.

How long is shipping?

Shipping times vary, depending on your location and if shipping is standard or express. Orders are shipped out every Monday and Wednesday from Ottawa, Canada. All orders placed receive a tracking number, so you will know when to expect your package according to the tracking updates.

How much is shipping?

Canada: 

Standard: (3-9 business days) $14.90

Express: (1-2 business days) $21.90

USA:

Standard: (4-8 business days) $6.00

Express: (2-3 business days) $26.00

USA Over $50:

Standard: (4-8 business days) $15.00

Express (2-3 business days) $26.00

Do you offer free shipping?

Yes! Our rates are below.

Canada: over $100

United States: over $80

Do you ship internationally?

We currently do not ship outside of Canada or the United States. However, we plan to offer international shipping in 2025. Follow us on Instagram and sign-up to our email club, so you don't miss out when the news is announced!

Do you ship to PO Boxes?

Unfortunately, we do not offer shipping to PO Boxes.

Can I cancel an order?

Orders can only be cancelled within 24 hours of purchase. Please refer to our Refund Policy for more information.

Can I return an order?

Orders cannot be returned. However, if you happen to have an issue with your order upon delivery we may be able to help. Please refer to our Refund Policy for more information.

Do you offer refunds?

We do not issue refunds. However, if there is an issue with your package upon deliver, please refer to our Refund Policy for more information

I made a mistake on my shipping info. What do I do?

Please reach out to us ASAP once you notice the mistake. If your order has already been shipped, we cannot guarantee that we will be able to make any changes, but we will try our best to make sure that your order gets to you.

Can I track my order?

Yes. All orders placed will receive a tracking number by email.

What if I don't like the product I received?

We are sad to hear that you are not happy with our products. Unfortunately, we do not issue refunds.

What if my product is damaged on arrival? 

We understand how frustrating that can be and it's completely unfair that your package arrived damaged. We will do what we can to make things right. In the event that your package arrives damaged, please refer to our Refund Policy for more information and contact us.

My package was stolen.

If your package was stolen, please reach out to the courier service for help.

How can I contact you?

You can email us with any feedback or questions at: info@bysashaskincare.com or through our Contact Us page. We do not respond to any website design or SEO marketing services offered. Please do not contact us on social media in regards to an order placed. 

What currency are your prices in?

All prices are shown in Canadian dollars.

Are the products I ordered prone to melting during shipment?

Our products are formulated with butters and oils that are known to withstand higher temperatures. They will, however, melt if left in the sunlight for a long period of time. If your product arrives melted, the quality is not altered. Placed your product in the fridge and allow to re-solidify. We do not issue refunds for products that arrive melted.

Are your products nut-free?

 Our products are 100% nut-free. We use shea butter in our products, which is known as a nut, but is truly a seed. Shea butter does not contain the proteins responsible for triggering an allergic response, which makes it safe for those with nut allergies.

How are your products made?

All our products are handmade in-house by our founder and formulator, Sasha.

Where do you get your ingredients from?

All our ingredients are sourced through Canadian vendors, who source their ingredients themselves, locally, or overseas from reputable and ethical small businesses. We have a blog post all about our ingredients if you would like to learn more.

Are your ingredients safe?

Our ingredients are proven safe for all skin types. We always recommend trying a small amount of product on an area of your skin to ensure you don't have a reaction. Our ingredients are always listed below each product description. We also have a small blog post all about our ingredients, so check that out to make sure you don't have an allergy or sensitivity to any of the ingredients we use.

Are your products vegan?

All ingredients in our products are vegan. To learn more about the ingredients we use, check out our blog page which has a library full of posts about our products and ingredients.

Are your products cruelty-free?

Yes. 100% cruelty-free.

What if I am allergic to the product?

All ingredients used are listed under each product description and can also be found on our blog post about Ingredients Used in Our Products. We ask that you always double check our ingredients prior to ordering to make sure you don't have a sensitivity or allergy to any of our products.

Where can I find more information on your products?

More information on our products can be found on our blog posts and social media pages, where we regularly share posts about our products, their ingredients, and tips on how to use and make the most of our products.

Can I customize my order for a special event?

Unfortunately, we do not offer customization on any of our orders.

What forms of payment do you accept?

We accept all major credit cards displayed at checkout. Visa/Debit. PayPal. Google Pay. Apple Pay. At this time, we do not offer any payment installations, but are looking forward to doing so in the future. Sign up to our email club to be the first to know when you can start paying with Klarna, Sezzle, or Afterpay.

Can your refuse service?

Absolutely. We have a zero-tolerance policy for any rude, discriminative, harassing, or abusive clients. We are a diverse and inclusive company and do not accept any disrespect towards those values.

Do you offer discounts or coupon codes?

Yes, we do offer coupons and discount codes! But, you have to be kept in the loop! All new email club member sign-ups receive a discount coupon code for their first/next order. All orders placed receive a "Thank You" discount code, to be used towards your next order. Discounts and sales are promoted on our social media pages and to our email club members. Our email club members receive a monthly discount code on select products and other surprise goodies as well! 

Do you offer classes or workshops?

We are working on offering local and virtual classes/workshops. We will also have e-books and courses available for purchase in 2025! Sign-up to our email club to stay in the loop on when our first event or course launch will be!

How else can I buy your products?

You can also buy our products on Etsy or through social media. All social media links for purchase will redirect you to our website. We do not accept any payments on Facebook, Instagram, Pinterest, TikTok, or any other social media platforms.

How else can I support by Sasha Skincare Co.?

We always appreciate your support and thank you!

Follow us on YouTube for a look behind the scenes, lifestyle vlogs, skincare recipes, and more! @SashaDahlia

Follow us on our social media pages and share our posts with your friends that you know would LOVE our skincare line. Find us on Instagram, Pinterest, and TikTok. @bySashaSkincareCo

Follow our Etsy shop so you don't miss out on Etsy-only sales and coupons we run.

You can also find me (Sasha) over on Twitch. If you need a co-working friend, study buddy, or focus friend that's what I'm here for! @SashaDahlia

Our founder (Sasha) has a Patreon where recipes are shared, advice offered, questions answered, and monthly surprises for supporters. Patreon coming soon! Subscribe to our email so you won't miss the news once we launch.