FAQ

Product Questions

Are the natural fragrances in your products harmful to tattoo healing?

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Why are your preservatives not harmful compared to others?

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Can you heal without aftercare products?

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Why are your products better than others on the market?

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What role and knowledge do you have in the industry, particularly in the Convalescence Range?

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General

I forgot my password.

Forgot your password? Simply click on “Forgot your password?” » on the login page. You will receive an email with instructions for resetting your password.
I did not receive an order confirmation email.

Please contact customer service at info@convalescence.ca and we will resend it to you.

Delivery / Pickup

What are the delivery times and costs?

It is not possible to have our products delivered at this time. Only in-store pick-up is available at the moment.
How does in-store pickup work?

In-store pickup is free! Select the “pick-up in store” option when ordering and choose our branch. Your order will be processed within 24 hours. You will receive an email when your order is ready. Present this email along with a valid photo ID at one of the checkouts of the selected store. Please note that some items ordered may no longer be available at our branch.
How soon will you have delivery services?

We are currently working to implement a low-cost or free delivery service in the coming weeks. We will keep you informed as soon as these options are available. In the meantime, we appreciate your patience and understanding.

Payment

Can I use a gift card on your online store?

Of course! Simply use your unique gift card code at checkout online.

Back

How do I return an item?

Would you like to return or exchange your order for any reason? We are here to assist you. You have 30 days following receipt of your order to return the merchandise to the store. Please refer to our Delivery and Returns policy for full details.
Are there any non-refundable items?

Our products are non-refundable and non-exchangeable once opened. This is due to safety and hygiene reasons. Once a product is opened, we cannot guarantee that it remains in a clean and safe condition for further use. To ensure the quality and integrity of our products, we encourage you to carefully check your order before opening it. For any additional questions or for more information, please see our Shipping and Returns policy.