FAQ's


Placing an Order


How do I purchase from JeSpaShop.ca

There are four ways to make purchases:

  • Online: Add item(s) to your cart and just follow the checkout process.
  • Over the Phone: Call our JeSpa directly. Monday through Saturday, 10AM - 6PM ET
  • Mail: Print the JeSpaShop order confirmation page in checkout. Include your check or money order, or fill out your credit card information and mail to: JeSpa ATTN: Orders; 612 Brant Street, Burlington Ontario L7R 2G9


How does the shopping cart work?

Each time you add an item to your cart, you will be taken to Your Cart page. From Your Cart page you can choose to either Continue Shopping or to proceed to Secure Checkout.

  1. The Secure Checkout will take you through steps to enter a coupon, choose your shipping method and shipping address.
  • If you’re a first time customer, you’ll be asked for information to establish your JeSpaShop.ca customer account.
  • If you’re a returning customer, you’ll be asked for your email address and password.
  1. Once you review the order and enter your payment information, you will be prompted to place your order.
  2. We suggest that you print a copy of the order confirmation page for your records.

 

What happens when an item is out of stock?

We do our best to keep items in stock, but cannot always predict when an item will become highly sought after or when a shipment will be delayed.

All in-stock items from your order will ship immediately. Any out-of-stock items will ship once they become available, typically within 5 business days. There are no additional shipping charges. If you need further assistance, contact JeSpa at Shop@JeSpa.ca Include your order number and email address associated with your JeSpaShop.ca account. A customer support representative will help you within one business day.

 

Tracking an Order

How long does it take to receive my order?

For orders shipped by Canada Post, you can expect delivery in:

  • 3-4 business days within Canada

 

How do I know if my order shipped?

As soon as your order is on its way, we’ll email a shipping confirmation. The email address you provide is the one we use for any order updates. To ensure JeSpaShop.ca emails are not blocked by your provider’s filter, you may also want to add Shop@JeSpa.ca to your email address book. 

 

What if I don’t get an order/shipping confirmation?

Check your SPAM folder. Sometimes JeSpaShop.ca emails are blocked by your provider’s filter. To keep this from occurring, add Shop@JeSpa.ca to your email address book.

If this isn’t the problem, contact JeSpa at Shop@JeSpa.ca . Include your concern, order number and the email address associated with your JeSpaShop.ca account.  We will assist you within one business day.

 

What happens if I don’t get my order when I expected to receive it?

Most Canada orders are received within 3-4 business days from the time they ship. There can be exceptions due to unexpected weather conditions or other unforeseen events. We ask that you allow up to a total of 7 days for delivery from the time you receive your shipping confirmation.  You can view our shipping page here.

If you still haven’t received your order, we’ll help track it down and make sure that you get your order as quickly as possible. Contact JeSpa at Shop@JeSpa.ca. Include your order number and email address associated with yourJeSpaShop.ca account.  We will help you within one business day.

 

How do I track my order?

Your shipping confirmation email includes a tracking number for the order and the delivery carrier’s URL. To review the status of your order, select the link to the carrier’s website and follow directions to enter your tracking number.

If you still need assistance please contact JeSpa at: Shop@JeSpa.ca.  Include your order number and email address associated with your JeSpaShop.ca account.  We will assist you within one business day.

 

Shipping Information

What are my shipping options?

  • Standard Shipping – FREE to all of Canada on orders over $50
  • Standard Shipping – $10 on orders under $50
  • XPressPost (1 Business Day) – $13 on all orders

 

Payment Information

What are my payment options?

We accept the following payment methods:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • Money Order (Canadian funds only)
  • Check (Canadian funds only)

When paying with a credit card, at what point does JeSpaShop.ca charge my credit card account?

All in stock and out of stock items are charged for at the time you submit your order.

Will I be charged Sales Tax?

Sales taxes may apply to your order with us, on both the products themselves, as well as the cost of shipping. The taxes to be paid depend on where you are having your order delivered.

 

How many promotions can I use for one order?

You can only use one promotion per order unless other wise noted.  If you are a Lifetime  JeSpa Member your discount can be used with other promotions.

 

Returns

What is JeSpaShop.ca return policy?

Your satisfaction is important to us. If you’re not happy with any product, return the unused portion within 30 days. All returned products are subject to inspection by the JeSpa staff. Products found to be altered, over half used, or damaged will not be accepted as returns. The purchase price of returned items will not be refunded to your credit card until items are inspected and approved.

How do I return a product?

It’s easy. The first step is to email to JeSpa at: Shop@JeSpa.ca with attention to returns

We will send you the necessary instructions on how to return your merchandise within one business day. Please read our return policy carefully to ensure that you qualify for a refund.

What happens to my points if I have a Return?

Your JeSpa Points will become inactive be removed from your account if you gained points from your return or applied to your account if you redeemed points to pay for your return.

Can I make an exchange?

We do not accept exchanges.

What if I have a problem with my order?

We make every effort to ensure that your order is correct and arrives in excellent condition. If you find an error, please contact us immediately via email at Shop@JeSpa.ca or call JeSpa at (905) 631-2951 Tuesday through Saturday, 10 AM - 6 PM ET.

When your order arrives, please inspect it for any damage that may have occurred during shipping. If a product has been broken or damaged during shipping, please call or email a JeSpa immediately to receive instructions. Please be sure to keep the box, packaging materials, and the damaged items for inspection by the carrier. If this is not done, we are not responsible to replace the damaged items.

 

Your Account


How do I create an account?

Accounts are created as soon as you place one or more items in your cart and proceed to our Secured Checkout. The personal information you enter establishes your account. Whenever you shop, use this email address and password to sign into your account.

Or you can click on the ‘Log in or Create an account’ Link at the top left of the Home page


How do I change my billing/shipping address?

You have the opportunity to update your personal information during checkout, including billing and shipping addresses. Review the information carefully for accuracy. Once you submit your order, it is processed right away and we are not able to make changes.

Or click on the ‘Log in link at the top left of the home page and click on ‘view addresses’ then ‘add new address’

I forgot my password, how do I retrieve it?

You can change your password any time. Select ‘Log in near the top of any JeSpaShop.ca webpage and enter your email address click on ‘Forgot your password?’