Help Center & FAQ – Arctic Glow

Where do you ship?

Arctic Glow currently ships to Canada, the United States, Australia, and New Zealand. Product availability can vary by destination when local regulations or carrier restrictions apply.

Where do your products ship from?

We work with trusted fulfillment partners that source authentic Korean skincare. Depending on the item and availability, an order may ship from a partner facility or directly from South Korea.

How long does delivery take?

Orders are normally processed within 1–3 business days.

Canada: approximately 10–25 business days for standard shipping or 6–10 business days for express shipping when available.
United States: approximately 10–25 business days for standard shipping.
Australia: approximately 10–19 business days for standard shipping, 8–12 business days for priority shipping, or 6–10 business days for express shipping.
New Zealand: approximately 10–19 business days for standard shipping, 8–12 business days for priority shipping, or 6–10 business days for express shipping.

These are estimates. Carrier, weather, customs, holiday, and border delays may affect delivery.

Do you offer free shipping?

Canada: free standard shipping on orders of CAD $75 or more.
United States: free standard shipping on orders of USD $55 or more.
Australia: free standard shipping on orders of AUD $75 or more.
New Zealand: free standard shipping on orders of NZD $90 or more.

For orders below these thresholds, the available rate is shown at checkout. Australia and New Zealand rates below the free-shipping threshold vary by total shipment weight.

Will I receive tracking?

When tracking is available, it will be emailed after shipment. Allow 1–3 business days for the first carrier scan to appear.

Will I pay customs or import fees?

International orders may be subject to duties, taxes, brokerage charges, or import fees. Unless shown as included at checkout, these charges are the customer’s responsibility.

Can I cancel or change my order?

Contact us within 12 hours of purchase. We will do our best to help, but an order that has already been processed or shipped cannot be cancelled or changed.

Can I return a skincare product?

Change-of-mind returns must be requested within 7 days of delivery, and the product must be unused, unopened, and in its original packaging. Opened products are not returnable for preference, scent, texture, shade selected by the customer, or expected-results reasons. Damaged, defective, contaminated, missing, or incorrectly supplied items are handled separately under our Return & Refund Policy.

What if my order arrives damaged, leaking, or incorrect?

Contact us within 7 days of delivery with your order number and clear photos or video of the item, packaging, shipping label, and batch or lot code when available. We will review the issue and provide an appropriate resolution.

What if I experience a reaction?

Stop using the product. Keep the product and packaging, including the batch or lot code, and contact us as soon as possible. Seek medical attention for a serious or worsening reaction.

What if tracking says delivered but I cannot find the package?

Wait 24–48 hours, confirm the address, and check with household members, neighbours, reception, and the building mail area. If it is still missing, contact us within 7 days of the delivery scan so we can help open an investigation.