MASKINGDOM

*MASK SET I Wish Series

Have questions? Get them answered here!

If your question isn't answered, please Contact Us.

PRODUCT

Are your products authentic?
Which color is right for me?
What does the date on my product mean? Is my product expired?
Should I be aware of any concerns or cautions before using the product?
How often do you restock products?
How come you don't carry the brands I am looking for?

ORDERING

What payment methods do you accept?
Where do I enter a promo/discount code?
My credit card is rejected, why?
I made a mistake with my order, what do I do?
I didn't receive an order confirmation in my email after I submitted my order, did my order go through?

SHIPPING

It is past the estimated delivery time and I haven't received my order yet, where is my stuff?
How do I track my shipment?

PRODUCT

Are your products authentic?

Yes, we work directly with suppliers from the brand's country of origin. For example, we source Korean products directly from South Korea, only working with suppliers whom we have established strong relationships with. We follow the same policy for other Asian brands.
We inspect each shipment with care, looking for even the slightest hint of counterfeit products. We believe our stringent methods can afford our customers a peace of mind.
We aim to provide the best retail shopping experience for our customers. If you ever suspect the products you received may not be authentic, please contact us immediately.

Which color is right for me?

Due to the differences in computer screens, displays, and viewing platforms, we cannot guarantee the actual color of the product to match exactly as shown on our website. For help or guidance in choosing the right color for your product, please contact us and we will be happy to help.

What does the date on my product mean? Is my product expired?

Generally speaking, the Asian beauty industry prints the manufactured date instead of the expiration date on their products. Unless otherwise stated, any unopened/sealed product will last up to 3 years from the manufactured date. Once opened, they will last 6-18 months (product specific).

The following is a quick tip on spotting the difference between manufactured date and expiry date:

For Korean brands:
제조: "manufacture", for example, 2015.04.27제조 means "manufactured on April 27, 2015"
까지: "till", or "until", for example, 2017.08.27까지 means "good until August 8, 2017"

Should I be aware of any concerns or cautions before using the product?

We carry only reputable brands from Asia that have demonstrated quality and safety to the skin and the body. However, please note that each individual may react to any given product differently. As a precaution, we strongly advise our customers to consult the ingredients list before purchasing and using the products, and to do a small patch test before full application. In the case of any irritation or reaction to the products, discontinue use immediately and consult a medical physician. Always read the label and use the products as directed. While some items contain SPF ingredients, we recommend our customers to always use dermatologist-recommended sunblock or sunscreen prior to UV-exposure.

How often do you restock products?

We will do our best to keep all items in stock. However, due to changing market demands and trends, some items may sell out quickly, or become discontinued by the manufacturer. If you are interested in any sold-out products, please do not hesitate to contact us. We will advise you on the earliest date when it becomes available.

How come you don't carry the brands I am looking for?

If you want to see any brands on our website (or have any suggestions), please contact us at info@chuusi.ca. We are a growing business, and we are always looking to expand our inventory based on customer feedback!

ORDERING

What payment methods do you accept?

We accept Paypal and all major credit cards (Visa, Mastercard, American Express). We do not accept cash, money orders, or cheques. All payments are processed in Canadian Dollars (CAD). For U.S. customers, the currency converter tool is updated regularly to reflect the latest currency rates. However, the displayed prices are only approximates as the exchange rates will be based on your credit card rates during checkout. Prices and shipping rates are subject to change without notice. Please ensure the billing information is accurate to avoid a denied credit card payment.

Where do I enter a promo/discount code?

Discount or promotional codes can be applied to your order during the checkout process. Please note that only one code may be used per order. If a code is entered and an error message is received, then the code may be expired or have already been used. 

My credit card is rejected, why?

Your credit card may be rejected for many reasons. The most common reason is incorrect billing address. For the security of your credit card, the billing address and the zip/postal code must match the address shown on your bill. This includes the spelling as well as spacing of the words. Please also check the expiry date of your credit card. If you are having problems during checkout, please do not hesitate to contact us and we will do our best to assist you.

I made mistake with my order, what do I do?

Don't worry, if you would like to change something about your order, please contact us as soon as possible at orders@chuusi.ca. All orders are processed and shipped by the next business day. Please note that your order cannot be changed or cancelled after it has been processed. For multiple cancellation requests, a restocking fee may apply. 

I didn't receive any order confirmation in my email after I submitted my order, did my order go through?

You will receive an order confirmation shortly after your order is submitted. Depending on your email's spam or junk filters, it may end up in the spam/junk folder. In the rare event that the order did not go through, please email us at orders@chuusi.ca with your name and email address and we will look into the issue.

SHIPPING

It is past the estimated delivery time and I haven't received my order yet, where is my stuff?

The estimated delivery times are provided by Canada Post and may be delayed during periods of high shipping volumes or extreme weather conditions. Please let us know if you haven't received your order and we will be happy to help track down your shipment. We will do our best to advise you on the situation. 

How do I track my shipment?

Once your order has been processed and shipped, you will receive a shipping confirmation email regarding your shipment details and tracking number. You can track your package on Canada Post or by logging in to your Chuusi.ca account. Please allow 24 hours for tracking information to be displayed on the tracking page. Orders shipped to the U.S. do not come with tracking numbers. If you wish to add tracking service to your order, please contact us at orders@chuusi.ca prior to ordering. Please see our Shipping and Delivery page for more information.

Beauty shouldn't have to wait... too long.

All orders will be processed and shipped out by the next business day. We strive to offer competitive shipping rates to our customers.

All orders are shipped via Canada Post. You will receive a shipping confirmation email when your order has been shipped. Please ensure the shipping and billing addresses are valid and correct addresses. If the shipping address is to a P.O. box, please ensure the P.O. Box accepts parcel deliveries.

All shipping rates and discounts are in Canadian Dollars (CAD).

LOCAL PICK-UP (VANCOUVER BC)

SHIPPING WITHIN CANADA   

SHIPPING TO THE UNITED STATES  

SHIPPING WORLDWIDE

TRACKING INFORMATION

CANADIAN ORDERS: All Canadian orders come with tracking numbers. You will receive a shipping confirmation email with the tracking number when the order has been shipped. Simply log in to your Chuusi.ca account to track your package, or track your package at Canada Post online using the tracking number. If there is a problem tracking your package, please contact us and we will be happy to assist you.

U.S. ORDERS: All U.S. orders are standard without tracking numbers. For U.S. orders with added tracking service, simply log in to your Chuusi.ca account to track your package, or track your package at Canada Post online using the tracking number. You may also track the package at USPS online after the package has crossed into the U.S. border.

INTERNATIONAL ORDERS: Tracking service is unavailable at this moment. Please stay tuned while we are in the process of establishing a cost-effective shipping solution with tracking.

SHIPPING POLICIES

• Chuusi.ca is not responsible and will not issue refunds or exchanges for packages that are damaged, lost, stolen, unclaimed, refused by customs, or is undeliverable during transport. However, if you encounter any issues, please contact us and we will do our best to resolve it with Canada Post on your behalf.
• Please ensure the shipping address is accurate and complete to avoid problems with delivery. Packages that are sent back to us due to incorrect or incomplete address may be subject to fees if a re-delivery is requested. If a refund is requested, the amount of the original and return shipping costs, as well as applicable taxes, duties or fees incurred on the package during delivery will be subtracted from the refund amount.
• For parcels delivered to an outdoor community mailbox in hot or cold temperatures, please ensure you retrieve your package as soon as possible to avoid items from freezing or spoiling.
• For parcels delivered to the nearest post office for pick-up, please ensure you retrieve your package in a timely manner as per instructions on the delivery notice card. Unclaimed parcels returned to us may be subject to fees if a re-delivery is requested. If a refund is requested, the amount of the original and return shipping costs, as well as any fees incurred on the package during delivery will be subtracted from the refund amount.
• Chuusi.ca is not responsible for any customs fees, duties, taxes, or brokerage fees associated with parcels shipped outside of Canada.
• Delivery times listed are only estimates and do not take into consideration delays due to holidays, customs clearance, extreme weather, natural disaster, etc. We will do our best to help you with any shipping issues, however, we are not responsible for packages delivered outside the estimated time frame.
• For large quantity orders, you may receive some items separately, and on different dates (although we do our very best to package all items together to minimize this issue).
• Separate orders to the same shipping address may be packaged and shipped out together.
• Shipping prices are based in Canadian Dollars and are subject to change without notice.

SHIPPING AND DELIVERY SCHEDULE

All orders are shipped out the next business day by 7pm PST/PDT on Mondays to Fridays, excluding Canadian Federal and Provincial holidays. When a holiday falls on a Saturday or Sunday, the post office closure may be applied to the next business day. As such, there will be no shipping or delivery of mail on holidays or on days in-lieu-of holiday. Please see below for the holiday schedule from Canada Post. Please note that shipping and delivery is unaffected on provincial Family Day holidays, Louis Riel Day (Maniboba) and Islander Day (P.E.I.). 

Please note that shipping delays may occur during periods of higher volume.