Frequently asked questions (FAQ)
Got a question? We are here to answer!
Professional vs. consumer account creation
1. What are the advantages of having a business account?
1. What are the advantages of having a business account?
The professional account is designed for professionals and students in the health, beauty, and wellness fields. It offers several exclusive benefits:
- Professional pricing : Access preferential rates specially designed for professionals and resellers.
- Access to a dedicated professional section : Find pro tips , the most recent price list to facilitate resale, and the latest virtual edition of the compendium .
- Purchase optimization : Take advantage of a centralized platform to order all your essential products in one place, with a service tailored to your professional needs.
2. What are the advantages of having a consumer account?
2. What are the advantages of having a consumer account?
This account is intended for the general public, not for professionals. It provides access to retail prices.
Creating a consumer account allows you to order online easily , view your purchase history directly in your profile, and access exclusive products not available in large stores such as pharmacies or natural product shops.
You can switch to a business account even if you already have a consumer account. You simply need to prove you have the required documents. To make the switch, contact our customer service and provide supporting documentation.
Order & Shipping
1. How to track my order?
1. How to track my order?
Please track your order at our Tracking page https://17track.net/en
2. Is it possible to choose the place and time of delivery?
2. Is it possible to choose the place and time of delivery?
It is possible to choose the location, but not the precise time.
It is important that you take possession of your package promptly upon delivery to avoid loss or theft. For this reason, we recommend having your order delivered to your home or workplace, whichever allows you to receive the package most efficiently.
We can pass on a preference to the carrier, but once the package is shipped, it is delivered according to their logistics, as quickly as possible, while aiming for a secure drop-off point.
Tip: By adding the “signature required” option, you ensure that the package will not be left in your absence, but delivered when you are present.
3. What are the additional costs associated with delivery?
3. What are the additional costs associated with delivery?
No minimum order amount is required.
Shipping is free for orders of $84.95 or more before taxes , except in certain cases:
- Long distances
- Heavy or oversized items
Additional fees may apply in these specific situations. See details here.
4. How long will it take to receive my order?
4. How long will it take to receive my order?
More than 90% of our customers in Quebec receive their package within 1 to 3 business days! A tracking number will provide you with the estimated delivery date. Delivery times across Canada may vary due to distance, holidays, the summer season, weather conditions, or high demand.
5. How do I cancel or update an order once it has been completed?
5. How do I cancel or update an order once it has been completed?
To cancel or modify an order, please contact our customer service department immediately by phone during business hours. Please have your order number ready to facilitate processing by our representative.
Please note that we cannot guarantee that the change can be made before your package is shipped, but we will do everything possible to respond to your request as quickly as possible.
6. Can I change the delivery address after completing my online order?
6. Can I change the delivery address after completing my online order?
Yes, it is possible to change the delivery address as long as the order has not yet been processed . Once the order has been shipped, it is unfortunately no longer possible to change the address . We recommend that you contact our customer service department by phone as soon as possible with your order number to verify if a change is still possible.
Physical stores
1. Who can shop in the boutiques?
1. Who can shop in the boutiques?
The shops are accessible to both the general public (consumers) and professionals and students in the fields of health, beauty and well-being . Everyone can find products suited to their needs, whether for personal or professional use.
2. Where can we purchase your products?
2. Where can we purchase your products?
We have 8 stores and an online website. All 8 of our stores are located within the premises of the Academy of Scientific Massage, except for the one in Drummondville.
For physical service points, please refer to the cities and times further down this page depending on the city.
All our products are available in Drummondville and online, but not all of them are necessarily available at our other retail locations, as these are geared more towards students and the general public. Please note that larger professional sizes and products more specialized for certain treatments will be more readily available online and at our Drummondville store.
3. Why are opening hours limited in stores other than the one in Drummondville?
3. Why are opening hours limited in stores other than the one in Drummondville?
In other points of sale, the shop is opened either by an advisor (director) or by a supervisor-coach (teacher) from the Academy of Scientific Massage.
That's why availability hours may be limited , depending on the schedules of these managers.
4. What payment methods are accepted at points of sale outside of Drummondville?
4. What payment methods are accepted at points of sale outside of Drummondville?
Payments are accepted by debit card, credit card and contactless payment only . Cash payments are not available at these points of sale.
5. How long do I have to pick up my package in store in Drummondville?
5. How long do I have to pick up my package in store in Drummondville?
You will be notified as soon as your package is ready. The package can be held for up to 21 days. If you are unable to collect it, your order will be cancelled and you will receive a refund.
6. Is it possible to order online and pick up at a store other than Drummondville?
6. Is it possible to order online and pick up at a store other than Drummondville?
Unfortunately, no. For the moment, the pickup service is only available at our Drummondville store, as we have someone on hand at all times to assist you. We are working to expand this option in the future. Thank you for your understanding!
Exchange & Return
1. How long does it take to process a return request?
1. How long does it take to process a return request?
Processing time varies depending on the nature of the request and is assessed on a case-by-case basis . That said, we do everything possible to process each request as quickly as possible . Once the returned item is received, we prioritize processing to issue a refund or ship the exchanged item as soon as possible.
2. Can I exchange an item instead of returning it for a refund?
2. Can I exchange an item instead of returning it for a refund?
Yes, an exchange is possible subject to certain conditions . We invite you to consult our return policy for details and eligibility criteria. If you wish to make an exchange, please contact our customer service department with your order number and a description of the item in question.
3. What should I do if the order I received is not identical to what I ordered?
3. What should I do if the order I received is not identical to what I ordered?
If you notice an error in your order, please contact our customer service as soon as possible. You can reach us by email, phone, or via the contact form on our website.
Please provide your order number and a brief description of the problem so that we can assist you quickly and efficiently.
4. What is your return policy?
4. What is your return policy?
Please check our return/refund/exchange policy here.