Frequently asked questions (FAQ)

Got a question? We are here to answer!

Account creation: consumer vs. professional

1. What are the benefits of having a consumer account?

This account is intended for the general public, not professionals. It allows access to retail prices.

Creating a consumer account allows you to easily order online , view your purchase history directly in your profile, and access exclusive products that are not available in large stores such as pharmacies or natural product boutiques.

You'll find everything you need under one roof , allowing you to place a single order , with less hassle and a simplified experience.

2. What are the benefits of having a professional 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.

3. If I have a consumer account, can I be eligible for a business account?

Yes, at any time, if you demonstrate that you have the required elements. To do this, you can contact our customer service to make the change, providing supporting documentation.

Order & Shipping

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 day or time of delivery?

Unfortunately not. We can pass a preference on 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.

Tip: By adding the "signature required" option, you ensure that the package will not be left in your absence, but will be delivered when you are present.

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?

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. What should I do if my order doesn't seem to be arriving?

If part of your order seems to be missing, please first check your shipping confirmation email to see if the items were sent separately.

If all items should arrive together or if you have any concerns, you can contact us by email, phone, or via the contact form on our website. We will investigate the situation quickly and take the necessary steps to resolve the problem as soon as possible.

6. Where can I have my order delivered during my shipment?

It is important that you take possession of your package quickly upon delivery to avoid loss or theft. For this reason, we recommend that you have your order delivered to your home or workplace, whichever allows you to receive the package most efficiently.

Modifying an order after purchase

1. How do I cancel or update an order once it's complete?

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.

2. 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.

In-store pickup in Drummondville

1. How much time do I have to pick up my package at the store in Drummondville?

You will be notified as soon as the package is ready. The package can be kept for up to 21 days. If you are unable to pick it up, your order will be cancelled and you will be refunded.

2. Is it possible to order online and pick up the order at a store other than the one in 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!

Frequently Asked Questions about the Shops

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. Do I need an appointment to visit the store?

No , you can come without an appointment during the hours of availability indicated for each point of sale. However, it is recommended to check the hours before your visit, as they may vary depending on the location.

3. Where can I get your products?

We have 8 stores and an online website. There are 8 points of sale located on the premises of the Scientific Massage Academy, except for Drummondville.

For physical service locations, please refer to the cities and hours listed below on this page, depending on the city.

4. Where are all your products available, and why are specific products and large formats less available in stores?

All our products are available in Drummondville and online, but they are not necessarily all available in our other points of sale, as these are more geared towards students and the general public. Please note that larger professional formats and products more specific to certain treatments will be more readily available online and at our Drummondville store.

5. Why are the opening hours limited in the 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.

6. 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.

Exchange & Return

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?

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?

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?

Please check our return/refund/exchange policy here.

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