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FAQ

Shipping & Returns

Shipping

  • Standard Ground Shipping
    Standard Ground Shipping orders are delivered within 4-7 business days from ship date. According to Canada Post, they are still experiencing over 7 days in processing delays. The current standard delivery time is an additional 15-20 days (or more).

    Expedited
    Expedited Shipping orders are delivered within 2-3 business days from ship date.

  • Most items may be shipped to a P.O. Box but some restrictions apply.

Returns

  • All Murad products have a 60-day money-back guarantee when purchased directly from Murad. This means you are eligible for a full refund of the purchase price if returned within 60 days of ship date. Murad is not responsible for return postage, the cost of insurance, or lost or undelivered items.

    If you purchased the products from a salon, spa or other website, please first contact that store directly to inquire about their return policy.

  • If you are not 100% satisfied with your purchase, you can submit your return by following these steps:

    • If your order was placed before or on 04/16/24 CLICK HERE to process your return request
    • If your order was placed after 04/16/24 CLICK HERE to process your return request
    • Enter your order number and email address to start
    • Follow the instructions and select the items you want to return
    • For replacements, indicate the batch code of your products
    • Once your request is approved, you will get a confirmation email with shipping guidelines

    Send the package to the following address (please include your return address in the top left corner):

    Murad
    c/o Northland Fulfillment Inc.
    277 Humberline Drive
    Toronto, ON
    M9W 0B6

    The original shipping and handling charges, if any, will not be refunded. You must upload your return tracking information for the return.Be sure to refer to the email you are sent with the Return Merchandise Authorization number and return instructions for complete details.
    Returns must be processed within 60 days of purchase. It takes 5-10 days to process returns and credit form of payment. Please note that your financial institution may take longer to reflect the transaction.

  • Please allow 5-10 business days to process your refund upon receipt at our warehouse. We will credit or refund the purchase price paid by you for the item(s) plus any tax paid on the item(s), less any discounts, rebates, credits or refunds already given to you in connection with such products.

    The original shipping and handling charges, if any, will not be refunded.

  • Items not purchased directly fromMuradskincare.ca, cannot be returned to us for a refund or exchange. They should be returned to the purchase location.

Product Information

Products

  • Yes! You can mix and match Murad products, but you should only use two or more Step 2 treatments if the directions specify that you can. Traditionally, it is best to use one Step 2 treatment in the morning, and one Step 2 treatment in the evening.
    Murad products are labeled Cleanse | Tone (Step 1), Treat | Repair (Step 2), Hydrate | Protect (Step 3) and Boost (Step 4). Below are ways to use products from different lines:

    • You can cleanse (1), treat (2), hydrate (3), and boost (4)
    • You can cleanse (1), tone (1), treat (2), hydrate (3), and boost (4)
    • You can cleanse (1), treat (2), hydrate (3), and then SPF (3)

  • In an effort to provide as many customers as possible with the opportunity to purchase products, we limit the total number that can be purchased per customer.

  • We apologize if we discontinued one of your favorite Murad products. Decisions to discontinue or introduce a product and/or size are made in response to consumer preferences and purchasing patterns throughout the country.

    Please contact us with the name of your favorite product that has been discontinued. We’d be happy to recommend other products for your specific skin concerns.

  • Murad carefully assesses our products and ingredients to ensure they are safe for use. Because every person and pregnancy is unique, we recommend you seek your doctor’s advice if you are unsure or have any questions about the products you use during pregnancy and/or lactation.Murad carefully assesses our products and ingredients to ensure they are safe for use. Because every person and pregnancy is unique, we recommend you seek your doctor’s advice if you are unsure or have any questions about the products you use during pregnancy and/or lactation.

  • Murad never tests any products on animals and we only use ingredients that have not been animal tested. We only test on humans. We sell our products in Hong Kong but not mainland China, and thus are not required to test on animals.

  • Here is a list of products we sell that have the Chitosan listed in the ingredients. Should you have a shellfish allergy, DO NOT use any of the following as it could cause a reaction. Of course, always review the ingredients prior to applying any new product.

    • Acne Body Wash
    • Advanced Acne & Wrinkle Reducer
    • Advanced Active Radiance™ Serum
    • Essential-C™ Cleanser
    • Essential-C™ Night Moisture
    • Essential-C™ Toner
    • Hydro-Dynamic™ Quenching Essence
    • Hydro-Dynamic™ Ultimate Moisture for eyes
    • Intensive-C™ Radiance Peel
    • Instant Radiance Eye Cream
    • Rapid Resurfacing Peel
    • Rapid Collagen Infusion™ (no shellfish, but does contain collagen from fish)
    • Replenishing Multi-Acid Peel
    • Time Release Acne Cleanser

Ingredients

  • We follow strict industry and government guidelines to ensure that every ingredient in each of our formulas has been thoroughly safety tested and approved for use.

    In addition, our product development and quality control teams continuously monitor the scientific literature, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.

    To help ease your concern about the safety of any specific ingredient, we encourage you to visit www.cosmeticsinfo.org, a website specifically dedicated to providing consumers with timely and objective information regarding ingredient safety.

  • Many products manufactured by Murad are formulated without gluten. To determine if a product you’re interested in is formulated without gluten, visit the specific product page at Murad.com and look under the “Formulated Without” tab.

    As with any allergy, it is best to consult your physician if there is any concern regarding gluten. In addition, we are certainly more than happy to assist you in creating a regimen that addresses your specific concerns while avoiding any form of gluten.

  • Many products manufactured by Murad are formulated without parabens. To determine if a product you’re interested in is formulated without parabens, visit the specific product page at Murad.com and look under the “Formulated Without” tab.

    At Murad, we use different preservatives depending upon the unique formula of each product accordingly. Murad’s product development team continually monitors scientific literature, and FDA safety alerts and guidance, to ensure that all of our products are safe and fully compliant with all applicable rules, regulations and laws.

    You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have.

  • Most our topical formulas are formulated without animal by-products; however, a small number do contain trace amounts of natural ingredients like honey and beeswax, as well as some marine-derived compounds.

    To determine if a product you’re interested in is formulated without animal by-products, visit the specific product page at Murad.com and look under the “Formulated Without” tab.

    If you have a question about a specific product, please let us know. We’d be happy to confirm if the products you’re using are formulated without animal by-products, or to customize a vegan-friendly regimen for you.

  • Most Murad products are not expected to clog pores and some have been tested to confirm their non-comedogenic status. To determine if a product you’re interested in is non-comedogenic, visit the specific product page atMurad.comand look under the “Solution For ” tab. You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have.

  • ‘Hypo’ means ‘less’ so though there may be fewer irritants, they’re all not completely absent. Generally, the term ‘hypoallergenic’ is beauty industry shorthand for ‘fragrance free’, which is always a good idea for sensitive skin. The special Murad Recipe of antioxidants, anti-inflammatories, and hydrators helps to reduce irritation and inflammation. Additionally, it is always best to perform a patch test if you have any concerns regarding sensitivity.

Subscriptions

What is a subscription?

  • Murad’s subscription program is the most convenient way for you to get the Murad products you want delivered on your schedule. We automatically send your favorite products based upon your chosen frequency until you cancel. The payment method you provide will be charged at the rate of your order. Pricing is subject to change. You can cancel anytime up to 24 hours before your next order date by going to your account or by calling 1-236-259-1720. By enrolling in the auto-delivery program, you agree to our Terms of Sale and confirm you have read and understand our Privacy Policy.

    The service is easy to use and customizable, so you can make changes online whenever you need. You will receive 10% off all auto delivery items, free shipping, and earn double Beauty Rewards points!

How do I join the Subscriptions program?

  • Joining is easy! It can be done while browsing on a product page. To get started, simply select the subscriptions option for your desired product, select your preferred shipment frequency and then check out as normal.

What will happen after I subscribe?

  • After you subscribe, you will receive an email confirming your subscription status and order. This email will include a link to access the Subscription Portal where you can manage your future orders, auto-delivery items and account information.

    You will only be billed on the day the order is shipped. We will send an email reminder 10 days before each auto-delivery order. You will also receive email notifications regarding other important information related to your auto-delivery account, such as if your item is discontinued or out of stock, if you cancel your replenishment, and/or confirmation when an order is placed successfully.

How do I make changes, skip, or cancel my subscription order?

  • You can change your next order date, skip an order, change your selected frequency, or cancel a subscription by visiting the Subscription section in your account or by calling Customer Care at 1-236-259-1720.

How do I view my future deliveries?

  • Your very next scheduled orders will be listed in your subscription portal, which you can access by navigating to Subscriptions under My Account.

What types of payments are accepted for Subscriptions?

  • All subscriptions orders require a credit or debit card payment. Alternative payment forms, such as PayPal or Apple Pay, are not applicable at the moment.

Murad Rewards

What is Beauty Rewards?

  • Murad Rewards is a loyalty program that rewards you every time you shop on Murad Canada. Joining is easy and free, all you need to do is create an account and you’ll be automatically enrolled. If you have an active account with us, you’re already in! Once you’re registered, you’ll have the opportunity to take part in all of the exciting ways we currently offer to earn points! Click here for more details.

How does it work?

  • Joining is easy and free: all you need to do is create an account to be enrolled. Once you’re registered, you’ll have the opportunity to take part in all the exciting ways we currently offer to earn points.

  • Listed below are the many ways in which you can earn points:

    • Create an account: 50 points
    • Leave a review: 50 points (Eligible every 2 months)
    • Follow us on:
    • Make a purchase:
    • Enroll in auto-delivery/subscription purchases:

    Taxes, shopping costs, discounts and promotional gifts do not earn points. Points are only accrued against the order subtotal.

  • You can use your points to redeem products by navigating to Rewards in your Account. Under “Manage Rewards” you will be able to add reward products for a given amount. Once selected, your product will be added directly to your cart if you meet the points requirement. Please note: You cannot adjust the quantities of rewards products or use your points to redeem more than one of the same product.

    You can also use your points to redeem for savings on your orders. Once you’ve logged in and are ready to check out, go to the checkout page to view your points balance and apply savings options. Select your discount amount and click “Apply”. Please note: Use of savings options requires that the order subtotal (before tax) exceed the savings amount by at least $10. Furthermore, savings options cannot be combined with any other promo codes or offers.

    To redeem your points for a reward product, a purchase is required. Promotional offers that require a promo code are not stackable with Murad Rewards dollar discounts. This also includes sale products, discounted kits, regimens, continuity and subscription orders. We do, however, allow promo code stacking with reward product redemptions.

  • No need to create a new account! All customers with an active rewards account were automatically enrolled in our new and improved rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

  • No, the points you accrue do not expire; they are yours to keep!

  • Happy Birthday! We’re delighted that you have chosen to celebrate with us through our exclusive rewards program. To receive your birthday bonus on your birthday, enter your birthday in the account settings or during your initial account creation, at least 30 days before your birthday.

    If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration. All successive birthday bonuses will be emailed to you on your birthday.

    If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.

    If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact muradskincare.ca@murad.com and we will be happy to assist you.

  • Murad dollar-off rewards can be used at any time but cannot be combined with sale discount codes.

  • Murad points are awarded after your order is shipped. If you choose to return part or all of your order and you receive a refund, points earned from that purchase will be automatically deducted for the corresponding amount. This adjustment will be reflected in your point balance.

  • No, unfortunately we cannot refund or exchange free products unless your products arrived damaged.

Terms & Conditions

Promotional Offer Details

  • One promo code per standard order per person while supplies last during specified period only. We reserve the right to substitute items and/or cancel promotions at any time. We reserve the right to decline the promotional offer for any order that does not meet specific criteria as deemed by the company. Murad promotions cannot be combined with any other offers. Promotional offers are not available with future automatic shipments. Savings apply to regular-priced merchandise only. Discount offer does not apply to sale items, kits, sets, or regimen bundles. Other restrictions may apply.

Free Shipping Off First Order Details

  • Free shipping off your first order offer cannot be combined with any other offer. One offer per customer. Offer applies to regularly priced merchandise only. Offer valid on Canada orders only.

Contact Us

Information

  • Phone
    1-236-259-1720

    Hours
    Mon-Fri 9am-5pm

    Email
    muradskincare.ca@murad.com

    When can I expect a response to my email?
    We hope you understand during these unprecedented times, you may experience some delays in how quickly we can respond to your emails and messages. We want to be as honest as possible; we’re currently taking up to 3 business days to respond. To help us get back to you (and other customers) as soon as possible, please only send one email about your order. We appreciate your understanding and patience as we do our best to meet the needs of all of our customers. As priority, we’re working to increase our support network, and train other teams to be able to respond to customer queries.