FAQ | ZO Skin Health

ZO® products are sold only through a skin health professional’s office or their ZO® online stores. If your skin health professional does not carry a certain ZO® product you’re looking for, you may purchase it at zoskinhealth.ca.

In an effort to ship out customers their orders as quickly as possible, orders begin processing immediately. Unfortunately, this means that we are unable to cancel orders once they are placed. However, once you receive the order, you can contact customer service to return the product.

ZO® Rx products that require a prescription can only be purchased through a physician. To find a physician near you, please visit our find a clinic page.

Please visit the International Distributors page and select your country to locate ZO® Skin Health products through our International Distributors.

Please report any adverse or serious reactions to:

EMAIL: help@zoskinhealth.ca
(Monday-Friday 7am-6pm CST)

ZO Skin Health, Inc.
1952 Kingsway Avenue
suite 312
Port Coquitlam, BC, V3C 6C2

ZO Skin Health, Inc. knows how important your privacy is. We implement various security measures in accordance to industry standards to protect the security of your personal information, both online and offline and work diligently to make sure any data you provide through zoskinhealth.ca is protected.

Promo codes can be applied during the checkout process. Changes should be reflected in your cart instantly. Promo codes cannot be combined. Only one code can be applied per order.

Free shipping promo codes must be applied at checkout. Codes are distributed when customers sign up for email newsletters. Codes are unique and can only be used on a single order. Offer cannot be combined or transferred. No cash value. Only available in the continental contiguous United States.

While ZO Skin Health, Inc. strives for its product line to be all-inclusive, as ZO® does not perform clinical testing on women who are pregnant or nursing, we recommend and encourage all expectant or nursing women to consult with their medical professionals regarding use of any ZO® products while pregnant and/or nursing. We highly recommend that patients review the list of ingredients of each product with their physician before beginning or continuing use. A complete list of product ingredients is available on our website.

If you are not 100% satisfied, a 30-day money-back guarantee is offered on all ZO® products purchased from www.zoskinhealth.ca. Please make sure the product is returned within 30 days of the order date on the packing slip to ensure a refund (excludes shipping and handling charges).

To return product(s) you must obtain a Return Merchandise Authorization (RMA) number. Please contact our customer service department at help@zoskinhealth.ca, Monday–Friday, 7am–6pm CST for further assistance with processing your return. Any returns received without a return authorization will be unable to be processed.

Please note, refunds will exclude any and all original shipping and handling charges, as well as any costs incurred for return shipping. Refunds will be made only to the original credit card used to purchase the returned product.

ZO® is only able to accept the return of products purchased through the ZO® website. Note that all returns are subject to validation and approval by ZO®. ZO® reserves the right to limit or refuse a return.

ZO® is not responsible for any lost or stolen packages.

Damaged Products: We apologize if you have received items that may have been damaged during transit. Please save the damaged box and product and contact our customer service department at help@zoskinhealth.ca, Monday–Friday, 7am – 6pm CST.

Most orders are processed within 1-2 business days, provided the items are in stock and payment is verified. Please note:

• ZO® Skin Health does not process orders during holidays or weekends
• All orders are charged sales tax if applicable
• ZO® Skin Health does not accept gift cards other than those purchased on this website (for use on this website only).

Shipping/Processing may take longer than normal due to high demand. Thanks for your patience.

ZO® Skin Health ships via:

FedEx Home Delivery® - 1 - 7 business days*
FedEx 2Day® - 2 business days*

*All orders require a processing period of 1-2 business days before shipping. ZO® Skin Health does not guarantee same-day shipping. ZO® Skin Health is not responsible for any carrier delays that result in extended delivery times.

No, curbside pickup is not available. All orders placed on zoskinhealth.ca will be processed and shipped from our warehouse.

For additional questions, please contact:

EMAIL: help@zoskinhealth.ca

ZO Skin Health, Inc.
1952 Kingsway Avenue
suite 312
Port Coquitlam, BC, V3C 6C2

Subscribers receive 5% off, as well as free ground shipping on every subscription delivery

Subscriptions are the most convenient way for you to get the products you want to be delivered to you on a regular schedule. We automatically send your favorite products based on your chosen frequency. The service is easy to use and customizable, so you can make changes online whenever you need. Just tell us how often you want your products, and we'll take it from there. You will receive free shipping with all subscription orders.

You will need to create an account to manage your subscription. Once your account is created, you will always have complete control over your subscription orders and we send an email reminder 4 days before each order ships. You can change your delivery frequency, next order date, or quantity anytime in the subscription section within your account. Changes to orders can be made any time within 48 hours of the next scheduled shipment date and you can cancel at any time.

Subscribing is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the option for your desired product, select your preferred shipment frequency, and then check out as normal. If you don’t have an account already, please make sure to create one at checkout to be able to manage your subscription.

After you subscribe, you will receive an email confirming your subscription. This email will include a link to the subscription section in your account where you can manage your future orders, subscription items, and subscription details

Your subscription orders will be placed automatically according to your selected frequency, and you will only be billed on the day the order is shipped. We will send you an email reminder 10 days before each subscription order. You will also receive email notifications regarding other important information related to your subscription order, including when your item is discontinued or out of stock, if you cancel your subscription, and confirmation when an order is placed successfully.

Subscriptions are easy to manage. You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the subscription section in your account.

Please allow up to 48 hours for modifications or cancellations to be processed.

To change your next order date, please visit the subscription section of your account and click the ‘Change Date’ button to the right of the next order date then select a new date for your order. This will change the order date for the entire order and your next order will be the subscription frequency from the new order date. If a subscription order contains multiple items and you would only like to change the order date of a single item, please visit the subscription section and select 'Pause'. When the calendar pops up, change the date you would like to have an order for those items placed.

To skip a subscription order, visit the subscription section in your account and click the ‘Skip Delivery’ button to the right of the upcoming order date.

To modify the delivery frequency for a subscription item, please visit the subscription section of your account. To change the delivery frequency for an individual subscription item, simply click the frequency dropdown next to the subscription item that you would like to modify and select your next desired frequency from the dropdown menu.

To cancel a subscription item, please visit the subscription section within your account and click the cancel subscription link to the right of the subscription details. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a cancel reason and clicked the ‘Cancel Subscription’ button, your subscription will be canceled and no future orders will be placed. You will receive an email notification confirming this action.

Please allow up to 48 hours for any modifications or cancellations to be processed.

To review or modify your subscription, visit the subscription section of your account. You can change your shipping address for an individual order or at the subscription item level, which is the default option and will affect all future orders.

To change your shipping address for an order, please visit the subscription section of your account and click the ‘Edit’ link located directly under the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all subscriptions and future orders unless otherwise noted.

Please remember to press OK and verify that your updated information has been saved successfully. We kindly ask that you allow up to 48 hours for modifications or cancellations to be processed.

You can view your future orders by visiting the subscription section of your account. All orders are displayed on this page and are split out by date.

Subscription items that have the same order date, shipping address, billing address, and payment method will ship as one order. If you have more than one subscription item and want the items to ship in the same order, visit the subscription section of your account and change the next order dates to be the same. If they do not combine, confirm the orders are going to the same shipping address and have the same billing address and payment method.

Yes, to do so, you must be logged into your account. Visit the item’s page you wish to add to your order and find the ‘Add To Next Auto Delivery’ button. When you click this button, you will have the option to add the item as one time only or as a subscription. 

All subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal and Klarna cannot be accepted.

Unfortunately, you cannot order the same product as both a subscription and one-time delivery within the same order. If you would like the product as both a subscription and one-time delivery, please create two separate orders.

Klarna is a global payment and shopping provider that takes end-to-end responsibility for your payment. Klarna allows shoppers to buy now and pay later at more than 200,000 retailers around the world. Learn more.

When you pay in 4 interest-free installments with Klarna, your purchase is split into 4 payments automatically charged to your debit or credit card every 2 weeks. There is no interest and no fees when payments are made on time. It’s that easy.

There are no added costs or upfront fees when using this payment option. A late fee may be charged for payments made after the due date. View terms here.

Klarna performs a soft credit check which does not affect your credit score and will not be visible to other lenders when deciding to pay in 4 interest-free installments. Learn more.

As soon as we have received and accepted your cancellation or return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Eligibility to pay in 4 interest-free installments with Klarna is generated by algorithms that consider a number of factors. All orders are assessed individually, and if you have been accepted for a Klarna payment method before, it does not mean it will be offered for every order. In turn, being denied once does not mean you will be denied for all future orders.

As soon as your order is shipped, you will receive an email from Klarna outlining your payment schedule. Payments will be automatically withdrawn from the debit/credit card you provided at checkout.

The first ¼ of your payment is due when your order has shipped. The remaining three payments will automatically charge every two weeks. Your payment schedule is sent via email and you can also access your payment schedule in the Klarna app by clicking on ‘Spending’, choosing the order you want to see, and then clicking on ‘Show Plan’.

Yes. Just open the Klarna app or log onto https://app.klarna.com/ to pay off your balance early.

Your payment information is processed securely by Klarna. No payment details are shared with ZO® Skin Health. All transactions take place via connections secured with the latest industry standard security protocols.

Chat with our support team 9:00-18:00 7 days a week in the Klarna app or review Klarna’s Customer Service page for a full list of FAQs.