Shipping policy

Orders placed Monday through Friday are typically processed within 1–2 business days, subject to product availability and payment verification. Orders received on weekends or Canadian statutory holidays will be processed on the next business day. Processing times may vary during high-demand periods, such as holidays, or due to supply chain constraints. For orders containing multiple items, products may ship separately based on availability, with no additional shipping charges to you.

If an item is backordered, our Concierge Team will contact you via email within 1–3 business days to provide an update. You will also be notified by email if there are delays due to carrier issues, weather conditions, or other unforeseen circumstances. Please check your spam folder and ensure your email address is valid.

TOULA MEDSPA CANADA INC. ships to addresses across Canada using our trusted carrier. Delivery times vary depending on your location, carrier schedules, and external factors such as weather or supply chain disruptions. Orders over $100 CAD qualify for free shipping. For orders under $100 CAD, shipping fees will be calculated and displayed at checkout. Shipping charges are non-refundable for returned orders.

For faster delivery, you may request a priority shipping upgrade by contacting our Concierge Team at +1 (437) 494-7111 or concierge@toulastudio.com as soon as possible after placing your order. Any additional fees for priority shipping will be charged to you.

Upon shipment, you will receive a confirmation email with a tracking number and a link to the carrier’s website for real-time tracking. To check your order’s status, use the tracking link or contact our Concierge Team at +1 (437) 494-7111 or concierge@toulastudio.com.

Returns are accepted for unopened, unused products in their original packaging within 14 days of purchase or delivery. Online purchases may be returned in-studio at 543 Richmond St. W., Unit B1, Toronto, ON. For returns by mail, customers are responsible for shipping costs, and the shipping method must include tracking. TOULA does not provide free return shipping. If an order arrives damaged or incorrect, retain all packaging and products and contact our Concierge Team within 24 hours at +1 (437) 494-7111. Exchanges for incorrect items are accepted only if unopened and unused.

For potentially lost or stolen packages, review the tracking information from your confirmation email. If marked as “delivered,” check your property, with neighbors, or contact your local post office. To reduce risks, you may request signature confirmation by contacting our Concierge Team at +1 (437) 494-7111 or concierge@toulastudio.com. TOULA will assist as much as possible but cannot file claims with the shipping carrier.

To modify or cancel an order, contact our Concierge Team at +1 (437) 494-7111 or concierge@toulastudio.com within 2 hours of order placement to ensure it has not been processed for shipping.

Product prices on www.toulastudio.com exclude applicable taxes. Provincial and federal sales taxes (e.g., GST, HST, or PST, as applicable) and shipping fees will be calculated based on the total order value and displayed at checkout.

TOULA ships exclusively to Canadian addresses. We do not support shipping to PO Box addresses. It is your responsibility to provide an accurate shipping address. If a package is shipped to an incorrect address, contact the carrier directly. If the package is returned to TOULA, reshipping will be at the customer’s expense. To correct a shipping address, contact our Concierge Team at +1 (437) 494-7111 or concierge@toulastudio.com. If the order has already shipped, the address cannot be changed.

For additional support, contact our Concierge Team at +1 (437) 494-7111 or email concierge@toulastudio.com.