Frequently Asked Questions

Frequently Asked Questions

Shipping

How long does shipping take?
All products are custom-made to order. Production takes 2–7 business days, then Canada Post delivery. Most orders arrive within 10–14 business days from the order date. Express delivery is estimated at 7–10 business days from the order date. Tracking details are emailed after your order ships.

Do you ship outside Canada?
No. We currently ship within Canada only.

Orders and Products

Can I cancel my order?
Cancel within 24 hours of purchase for a full refund, before production starts.

Are OnemetaX products cruelty-free?
Yes. All OnemetaX products are cruelty-free.

Are your products paraben-free?
Yes. OnemetaX products are paraben-free.

Where are OnemetaX products made?
Made in North America.

Where are the ingredients listed?
Ingredients are listed on each product page.

Usage and Safety

Should I do a patch test before using a new product?
Yes. Apply a small amount to your inner forearm and wait 24–48 hours to check for a reaction. If irritation occurs, discontinue use.

Can I use more than one product?
Yes, but introduce products gradually. If you are new to active ingredients such as retinol, use caution and introduce retinol gradually to allow your skin to adjust.

Returns, Refunds, and Exchanges

What is the returns, refunds, and exchanges policy?

Made-to-order
Products are made after you order. Please review the product page before buying.

Cancel
Cancel within 24 hours of purchase for a full refund, before production starts.

What we accept after delivery

  • Defective item
  • Damaged in transit
  • Wrong item sent

These get return shipping covered and no restocking fee.

What we do not accept

  • Opened or used skincare / cosmetics for hygiene reasons, except for a defect or wrong item
  • Change of mind after the 24-hour cancel window
  • “Sizing” or buyer’s remorse on made-to-order goods

If an unused, sealed item is approved
The customer pays $6.55 CAD return shipping plus a 13% restocking fee. Original outbound shipping is not refunded.

How to start
Email ync.msg@gmail.com within 14 days of delivery with your order number and photos.

Refund timing
Refunds are processed within 15 business days after the return is received and inspected.

See the full refund policy for details.