Shipping and Return Policy

Shipping and Return Policy

Our Commitment to You

Thank you for choosing BAO Laboratory. We want you to love your skincare journey, so we have clear and straightforward policies for shipping and returns.

1. Returns and Refunds Policy

If you are not satisfied with your purchase from BAO Laboratory, please read the guidelines below.

Region Return Window How to Return Key Condition
Canada Within 14 days of receipt Unopened, Unused: Refuse the package at the door, or take the unopened item to any Canada Post office and request it be "Returned to Sender" (free of charge). Must be unopened, unused, in original packaging.
International Within 14 days of receipt Email us at insta@baolaboratory.com to initiate the return process. Customer may be responsible for return shipping fees.

Refund Timeline

Approved refunds are processed within 3 business days and issued to your original payment method. Please allow 5-10 business days for the credit to appear on your statement, depending on your bank or card issuer.

Refund Amount

If your return meets our return conditions (unopened, unused, in original packaging), you will receive a full refund of the product price. No restocking fee applies to qualifying returns.

Original shipping charges are non-refundable. If an item is returned in unsuitable condition (opened, used, or damaged through misuse), it may not be eligible for a refund, or a restocking fee may apply — see "Important Notice for All Returns" above for details.

Important Notice for All Returns:

  • Returned items must be delivered to us unused, in original packaging, and in the condition they were received. Items returned in unsuitable condition may not be eligible for a refund or may be subject to a restocking fee.
  • If a package has been opened or repackaged before being returned, the customer will be responsible for return shipping costs, and these fees will not be reimbursed.
  • We recommend using an insured and trackable mail service for all returns, as we cannot be held responsible for items damaged or lost during return shipment.
  • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected upon return.

Exchanges:

We do not offer direct exchanges, except in the case of a damaged or defective item.

Damaged Items:

If you receive a damaged item in your order, please contact our Customer Service team immediately at insta@baolaboratory.com to request a replacement or a refund.

2. Shipping Policy

Free Shipping Tiers

Enjoy FREE Shipping when your order meets the following minimums:

  • Canadian orders: CAD $99+
  • U.S. orders: USD $99+
  • International orders (Outside Canada/U.S.): USD $149+

Customs, Duties & Import Taxes

For orders shipped to the United States or internationally (outside Canada), your order may be subject to customs duties, import taxes, or brokerage fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the price shown at checkout. BAO Laboratory has no control over these fees and cannot predict their amount. Please check with your local customs office for more information before placing your order.

Shipping Delays

If your order has not arrived within 3 days of the estimated delivery window, please email us at insta@baolaboratory.com with your order number. We will investigate with the carrier and get back to you within 2 business days.

If a package is confirmed lost in transit, you may choose to have it reshipped at no additional cost or receive a full refund.

Shipment Processing Time

All orders are typically processed and shipped within 2-3 business days. During periods of high sales volume, shipments may be delayed by a few days. Please allow additional time in transit for delivery.

Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed accurately at checkout. The estimated delivery times are:

Country (Region) Estimated Delivery Time Order Amount Shipment Cost
Canada 2-5 business days $0 - $99 Calculated at Checkout (CAD)
$99+ Free (CAD)
United States 5-10 business days $0 - $99 Calculated at Checkout (USD)
$99+ Free (USD)
Other Countries 7-15 business days $0 - $149 Calculated at Checkout (USD)
$149+ Free (USD)

*Please Note: Deliveries to Mainland China and Taiwan may take longer, with expected delivery times ranging from 4-6 weeks.*

Tracking and Confirmation

You will receive a Shipment Confirmation email once your order has shipped, which will contain your tracking number(s).For any questions regarding your order, please contact us at insta@baolaboratory.com.