Last updated 10 September 2026
Shipping
Shipping within Canada is a flat rate of $25.00 per order, shown at checkout before you pay.
Orders are packed and sent within 1 to 2 business days. Delivery usually takes 2 to 8 business days after that, depending on how far you are from Surrey, British Columbia. Orders placed on a weekend or a holiday are sent the next business day.
Once your parcel is on its way we email you a tracking number. If you have not received it within 3 business days of ordering, please write to us and we will look into it.
Delivery times are provided by the carrier and are not guaranteed. Weather, strikes and customs inspections are outside our control.
Wrong or damaged items
If something arrives broken, or you receive an item you did not order, that is on us and we will make it right at no cost to you.
Contact us within 48 hours of delivery at info@totex.ca with your order number and a photo of the item and the packaging. We will send a replacement or refund you in full, including shipping, whichever you prefer.
Returns
You may return an item within 30 days of delivery if it is unopened, unused and in its original packaging with any seals intact.
For health and hygiene reasons we cannot accept returns on cosmetics, hair care, skin care or fragrance products once they have been opened, used or had their seal broken. This is standard practice for personal care products and it protects every customer who orders after you.
The following cannot be returned:
- Any product that has been opened, used or unsealed
- Items marked as final sale or clearance
- Gift cards
To start a return, email info@totex.ca with your order number and tell us what you would like to send back. Please wait for our reply before shipping anything, as returns sent without arranging it first may not be accepted.
Who pays for return shipping
If you are returning an item because you changed your mind, the cost of sending it back is yours, and the original $25.00 shipping you paid is not refunded. We paid that cost to the carrier when we sent your order out.
If the item was damaged, faulty or not what you ordered, we cover the return shipping and refund your original shipping as well.
We recommend using a tracked service for your return. Until the parcel reaches us it remains your responsibility, and we cannot refund a return that never arrives.
Refunds
Once your return reaches us we inspect it and email you to confirm. Approved refunds go back to the card or account you paid with, usually within 5 to 10 business days depending on your bank. We cannot refund to a different card or by another method.
If more than 10 business days have passed since we confirmed your refund and you still do not see it, contact your bank first, then write to us and we will chase it.
Cancelling an order
If your order has not shipped yet we can usually cancel it and refund you in full. Email us as soon as you can with your order number. Once a parcel has been handed to the carrier it can no longer be cancelled, and the return process above applies instead.
Contact
Totex Canada
2406 King George Blvd, Surrey, British Columbia V4P 1H5
info@totex.ca
