FAQ

Frequently asked questions

ORDERING

How do I place an order?


Select the items you want to purchase and click on the "Cart" button. Follow the steps to complete the order.




How can I correct an order?


Send us an email at info@focallure.ca . If the order has not been ship yet, we will be delighted to help you out.




What methods of payment does Shopqc.ca accept?


We currently accept the following methods of payment:

Credit Card – we currently accept all Visa, MasterCard, American Express, and Discover credit cards from the United States and Canada. We do not accept pre-paid credit cards.

Debit Cards – All debit cards with a Visa or MasterCard logo may be used from the United States and Canada.

Paypal - please click on the icon at the checkout page and follow the instructions.

At this time Shopqc.ca does not accept money orders, checks, or cash on delivery (COD).




Can I expedite my order?


For the moment, it is not possible to request expedited shipping.




I placed an order and received an error message


Due to heavy site traffic sometimes there may be connectivity issues. If you receive an error message in the checkout process, please log into your account and see if the order went through. Please note that it can take up to one hour for your order to appear in your account. To contact customer service please email us at info@shopqc.ca .




What if I received a technical error message?


We apologize for the technical difficulties you have encountered attempting to place your order with Focallure Canada. Please log on to your account after one hour and see if your order is there. To reach out to a speak with a customer service representative, please email us at info@focallurecanada.com.




How can I check the status of my order?


Please log on to account to see whether your order has been shipped, and to view your tracking number after your order is shipped. You will also receive a confirmation e-mail when your order is shipped, with a tracking number.




What if my coupon code is not applied properly?


The coupon will be applied if:

a. coupon is still valid

b.if the order meets the coupon criteria (ex. Free shipping if the order is X amount).

Coupon codes may not be used to purchase gift cards and certain exclusions apply.

If you feel that your order qualifies for a coupon, and it is not applying, please contact customer service for assistance.




What if I forgot to enter my coupon code?


Please contact customer service at info@focallure.ca or click on our live chat option when available. As long as your coupon is applicable, we can apply it to your order. If your coupon is for a free product and your order has already printed for shipment, unfortunately, we will not be able to include it with your order. Please note that generally only one coupon code may be applied per order. Coupon codes may not be used to purchase gift cards, and are not be applicable on new, sale or limited edition products.




How can I receive information about Shopqc.ca and current promotions?


Please use the e-mail signup form on the bottom of any page on the site. You will then receive all current information about our new products, and any current promotions!




Can coupon codes be combined?


Please click on the details button on our home page for information on the current promotional codes and whether they can be combined.




How do I check out using Paypal?


To check out using Paypal, please do not log into your Focallure Canada account first. Put all your items in your shopping cart and when you proceed to checkout you will then be prompted to log in. Please click on the Paypal logo at the bottom of the screen and follow the directions when you are redirected to the Paypal site.




What if I received an "invalid address" error message?


If you are unable to complete your order due to an error message saying that your address is invalid, please try to abbreviate your address, or place a portion of your address in the field next to your last name. There is a maximum of 29 characters allowable in the "address" and "suite or apartment number" fields. You may place some information next to your last name. Also please check that your zip code and your complete address is correct. If you are still having difficulties, please contact us at info@shopqc.ca for further assistance.




Is there sales tax on orders?


We charge sales tax on all orders.





SHIPPING AND RETURNS

Can I track my order once it ships?


Yes, you can track your order by signing into your account, or directly on the sign in page (if you don't have an account).




What is your return policy?


We value you as a customer and your satisfaction is very important to us, please note that we will gladly replace any item that may have been damaged during shipping. Most items can be exchanged or refunded 10 days after receiving the product




May I cancel or adjust my order?


We apologize, once an order has been placed we are not able to cancel or adjust it. Please be sure to check your order before it is placed to make sure it is completely accurate.

We apologize for the large number of out of stock items on our site. We appreciate your patience and loyalty.




What if I am missing products from my order or I received a product that was damaged?


Please contact us by email at info@shopqc.ca or click on our live chat button when available for further assistance. Missing items that are in stock will be reshipped if a refund has not been issued. Backordered and or damaged products will be fully refunded. Please be sure to contact us within 90 days, or we will not be able to honor your request.




What if I entered an incorrect shipping address?


We apologize, however we are unable to edit orders once they have been placed because orders are immediately transmitted to our shipping department. Please be sure to check your address before your order has been placed.




How do I receive automatic free shipping?


We are pleased that we now offer automatic free shipping on any order that is $30 or more in products, after discounts, and excluding shipping and taxes.




Why has my order been delayed?


Please contact us at info@shopqc.ca if you require assistance. We appreciate your patience and understanding throughout this process.




Why didn't I get a tracking number?


We apologize for the technical issue that caused your tracking number to fail to update. Please rest assured your order is on its way and will arrive within our shipping guidelines. Please contact us at info@shopqc.ca if you require assistance. We appreciate your patience and understanding throughout this process.





PRODUCT INFORMATION

Do you test on animals?


We do NOT test on animals or endorse such practices. Our products do not contain animal derived ingredients. Beeswax has been replaced by synthetic beeswax and lanolin has been replaced by Bis-Diglyceryl Polyacyladinpale-2.




Are the product sample sizes or full size?


All products are full sized, similar to those of other nationally recognized cosmetic companies.




Where can I buy products in stores?


Currently the products on this website are not sold in any Canadian based stores, local drugstore and convenience chain stores, but might be sold by third parties.





MY ACCOUNT

How can I get an account?


When you have finished shopping and have placed all focallure canada items in your shopping cart, proceed by clicking "checkout", at this point it will prompt you to create an account with focallure canada If you have problems creating an account, please contact customer service at info@focallure.ca or click on our live chat feature when available.





CORPORATE INFO

Are you affiliated with any other companies?


We do not have any retail affiliations with any other companies at this time; we are an independently owned company.





GIFT CARDS

When will my recipient receive their Gift Card?


e-Gift Card: Your e-Gift Card will be sent via email on the delivery date you choose, with rare exceptions for processing delays. For same-day delivery, most e-Gift Cards are sent within an hour of the purchase transaction. For future delivery, e-Gift Cards are sent on the morning of the scheduled delivery date.
Classic Gift Coupon: Delivery times are determined by the Shipping Method selection. Orders are generally shipped within 1-2 business days. Once your Gift Coupon is shipped, you will receive an email with a tracking number, with which you may access the current shipping status of your gift.




What are the shipping options?


e-Gift Card: e-Gift Cards will be sent via email at no additional charge to you.
Classic Gift Coupon: You can choose our standard shipping & handling rate. You can make your selection under the Shipping Method option. Depending on when your order is placed, it may take 1-2 business days to process order.




How do I check my order status and delivery?


Once your Gift Coupon is shipped, you will receive an email with a tracking number, with which you may access the current shipping status of your gift.




Where can I ship my order?


Gift Cards may be shipped to valid street addresses. For your protection, we do not ship to Post Office Boxes.