You’re browsing our website, adding items that have caught your eye to cart, or recently placed an order, and now you have questions. Don’t fret — our team is here to assist. Here’s a round up of our most frequently asked questions to make the shopping experience easier for you. Don’t see your question here? Email us at contact@fitglowbeauty.com and we would be more than happy to help! 

Orders

Oh no! We are sorry about the inconvenience. You are important to us and we do everything we can to check your order prior to shipping. If you have received an incorrect product or your order is missing an item, please email us at contact@fitglowbeauty.com immediately and we will do our best to resolve the issue. Please include your order number and pictures of the incorrect product(s), if applicable. If your order is missing an item, please contact us within 48 hours of receiving your package so our team can further assist.

Oh no! We are so sorry to hear your item(s) arrived damaged. Please contact us immediately at contact@fitglowbeauty.com after receiving your package so we may look into this for you and further assist.

We may be able to add something to your order if your order has not yet shipped. Please make sure to email us at contact@fitglowbeauty.com with your order number and the changes you wish to make. Unfortunately, if your order has been shipped we cannot make any changes to your order and ask that you place another order with the new items you wish to order.

Discounts & Promotions

Welcome to the Fitglow family. You can sign up for our newsletter for an exclusive discount code sent directly to your email. There are several ways you can sign up. There is a pop-up that prompts you to sign up for our newsletter as soon as you visit our website or you can sign up on the footer of our website under ‘newsletter sign up’. When you sign up, you will receive your welcome code via email with a 15% off code that you can use on your first purchase! Happy Shopping!

Discount codes included in a previous order or newsletter will have an expiration date listed. If you have any questions regarding specific discount codes, please don’t hesitate to reach out to us.

Unfortunately, only one discount code can be used per order and cannot be combined with other promotions.

Please email us at contact@fitglowbeauty.com with your order number and the code you would like to apply to your order and we will gladly let you know if your discount code is applicable to add to your order.

Thank you so much for expressing interest in Fitglow Beauty. We do have a program for licensed estheticians, MUAs and cosmetologists. Please email contact@fitglowbeauty.com a copy of your business card, website, email, company, proof of licensing. Applications are continuously reviewed and processed. If you qualify for a pro discount, our team will get you set up in our system. We look forward to receiving your email!

Oh no! We are sorry to hear that you would like to return your products. Please note, that all orders placed during a promotion in which you received bonus items are final sale and may not be returned. Bonus items may not be returned or exchanged for monetary value. We reserve the right to terminate promotions at any time without prior notice.

Shipping

We work hard to get orders out quickly so you can start enjoying your Fitglow Beauty products as soon as possible. Please allow 1 business day for processing on all orders. We are not responsible for any delays or cost in shipping once the package has been handed over to the shipping carrier.

Once your order is shipped, you will receive a shipping confirmation email with a tracking number where you can check the status of when your package will be delivered. Please allow 24 hours after your package has been shipped to see an update in the tracking.

For all U.S. orders, we offer free first class shipping which takes about 5-8 business days to arrive once your order is shipped. We also offer 2-3 business day priority shipping, the rate will be calculated at checkout and typically depends on where you are located. *Please note, due to shipping delays with carriers, we cannot guarantee delivery times.

For all Canadian orders, we offer free shipping on all orders over $85CAD. To qualify for free shipping, please ensure your order total is $85CAD after discounts have been applied and before any applicable taxes. All orders under $85 will be charged a flat rate of $12.50. *Please note, due to shipping delays with carriers, we cannot guarantee delivery times.

For International orders, we charge a flat fee rate of $15. *Please note, due to shipping delays with carriers, we cannot guarantee delivery times.

International + Canadian orders: Duties are typically not charged after the initial purchase. Unfortunately, duty or import fees are the responsibility of the buyer if charged as we cannot guarantee they will not happen.

We do ship our products internationally. Please email contact@fitglowbeauty.com with the country you would like to ship to and we will gladly let you know if we are able to ship to your country. These are the countries we currently ship to: Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Guadeloupe, Guernsey, Vatican City, Hungary, Iceland, Ireland, Isle of Man, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, North Macedonia, Malta, Moldova, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Réunion, Romania, San Marino, Serbia, Slovakia, Slovenia, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, Australia, Bahamas, Barbados, Hong Kong SAR, Israel, Japan, Malaysia, New Zealand (16 of 17 regions), Singapore, United Arab Emirates (Dubai), and India.

We are so sorry to hear you still haven’t received your package! We know how excited you are to receive your new products. Sometimes the shipping carrier will scan your package before the package has been delivered. We recommend allowing a few days before contacting us or the shipping carrier to allow delivery to be reflected accordingly. In the case you’re unable to find your package, we recommend checking with your neighbours as sometimes packages are delivered to a neighbour's house or mailbox by mistake. We are not affiliated with any shipping carrier so please contact them directly with any questions regarding lost or stolen mail.

We would be happy to make changes to the shipping address on all orders that have not yet shipped. Please email us at contact@fitglowbeauty.com with your order number and the correct shipping address you would like your package to be shipped to. Unfortunately, we are unable to make any changes to orders that have already been shipped.

Products & Product Recommendations

Unfortunately, limited edition products will not be restocked once they sell out. Other restocks will be announced via our newsletter. Make sure to sign up for our newsletter at the bottom of our website to be the first to know of new restocks and launches.

We know you’re super excited for your favourite product to be restocked. Now, we’ve made it easy for you to know when your go-to goodies are back. There will be a ‘sign up to be notified’ section on each sold out product where you’ll be able to enter your email to be notified once items are back in stock.

Unfortunately, only one discount code can be used per order and cannot be combined with other promotions.

We would love to help recommend some skincare products that we think your skin would love! Please email contact@fitglowbeauty.com with all the information you would like us to know about your skin type. Please include:

- What skin type you have
- If your skin is sensitive or reactive
- What your main skincare concerns and goals are
- What climate you live in

We have a complexion matching tool on our website where we will gladly color match you for foundation and concealer.

The Beauty Club

The Beauty Club is our loyalty rewards program designed to give you access to exclusive offers, free product samples and additional perks. Once you become a Beauty Club member, you will be able to earn points on every purchase and redeem them for cash* value. Plus, there's additional ways to earn points; refer a friend, leave a review on your go-to product and follow us on social media.

We made joining super easy! You can join by creating an account with us. You’ll earn 25 points just by creating an account and then you’re set to earn points as you continue to shop. Please make sure to sign in with the same account (and email) each time you shop. As you spend, you’ll level up to higher tiers to access even more rewards benefits.

The more you spend, the higher your tier, the more benefits you’ll unlock. You’ll automatically start at the Beauty Club. Once you spend $500 within one calendar year, you’ll level up to Beauty VIP Club. The VIP Tier will grant you access to exclusive promotions, pre-releases and a $42*+ birthday gift. The best part? All Beauty VIP members will receive 1.25x points per dollar spent.

Your points will expire within one (12 month) calendar year. To collect and redeem points, be sure you are shopping with the same account and email each time. We will not be able to combine points, rewards or offers from various accounts, even if it is the same account holder name.

To register: In order to ensure you’ll be notified for your free birthday gift on your birthday month, navigate to your account page, click on the “My Information” tab and update your birthday. *Must be subscribed to our email list as well.

To redeem: You will receive an email with a special birthday code at the beginning of your birthday month. The special birthday code will be applicable to your order during your birthday month in which you will need to add the product item eligible as a gift to your cart and apply the auto generated code you received. You must place an order to redeem your birthday gift. Birthday gifts cannot be stacked so we recommend redeeming your Birthday Gift every year.

All verified buyer reviews will qualify to receive points after reviewing a product they have purchased. At this time, we are not able to honor points on any product review left that is not deemed verified.

- If you sign up and your birthday is more than 30 days away, there is no issue. You will receive the reward gift code on your birthday month.
- If you sign up and your birthday to less than 30 days away, you will need to fulfill a waiting period of 30 days from the date you signed up for the campaign

For example, if you signed up for the campaign on January 5 and your birthday is January 6, the reward will be granted on January 6 + 29 days, ensuring each customer waits a minimum of 30 days for their birthday reward.

We are very excited to introduce our rewards program. At this time we are unable to honor any previous purchase made if you did not place it while logged into your account where you would like the points reflected. Please make sure to use the same account on all future orders so you can earn, shop and redeem every time.

No, unfortunately our system will not let you modify the date you have entered. If you would like to modify your birth date in our system we require proof of photo ID where your birth date is visible. We are only able to modify birth dates once a year. If you have redeemed a birthday gift with the birthday details entered into your account, you will not be able to modify the date on your account. Thank you again for being a loyal customer and we cannot wait to celebrate you on your birthday.

Unfortunately, we are unable to merge two different accounts. We are very sorry for the inconvenience, we understand how frustrating this may be. Moving forward please remember to continue using the email you would like to continuously use.

No, unfortunately, we are unable to apply both discount codes and points to your order. Our system will only allow you to use one of the two.

It happens! We've made it easy for you to access your redeemed code history. Once you're logged into your account, you can browse all expired and current active codes by clicking on 'Rewards History'. Please note unused points expire within one (12 month) calendar year of when they were earned.

Our team is happy to assist with any further questions you may have. Simply email us at contact@fitglowbeauty.com for help.

Afterpay

Afterpay is a simple shop now, pay later installment feature that allows you to pay for your purchase in four equal installments, every two weeks. All you need in order to qualify for Afterpay is a valid U.S resident address, to be over the age of 18 and an U.S credit or debit card.

Afterpay is a third party authorized payment installment feature that we offer only directly via our website www.fitglowbeauty.com. For any questions regarding your Afterpay account or approval queries, we suggest logging in directly into your Afterpay account or contacting Afterpay directly at info@afterpay.com.

At this time, Afterpay is only available for U.S and Canada customers, only.

Afterpay installment payments are scheduled for three equal installments following your initial purchase in bi-weekly segments. If you fail to make a payment, Afterpay automatically charges an $8 late payment fee to your account and an additional $8 fee if payment is not made within 7 days. For more details, please reference the Afterpay Purchase Payment Agreement. We cannot control, modify or stop any late payment fees.

For any returns or exchanges, you can contact our customer support team directly at contact@fitglowbeauty.com. Afterpay will automatically be notified of the return and will process the appropriate refunds. Returns or exchanges made with Afterpay purchases are still subject to our Return Policy.

Afterpay is not available for any purchase of gift cards or gift vouchers..

Returns

We accept returns on unopened and unused products within 30 days of the purchase date marked on the packing slip enclosed with your order. We are unable to accept returns or exchanges on opened or used products.
Individual products from a kit and all bonus products are non-refundable and non-exchangeable. All qualifying orders placed during a gift with purchase promotion are final sale and may not be returned.
If you have any questions about our return policy or would like to request a return, please email us contact@fitglowbeauty.com.

Unfortunately, we are unable to accept returns for products purchased from one of our retailers. Please reach out to them directly for more information on their return policy.

Individual products from a kit and all bonus products are non-refundable and non-exchangeable. All qualifying orders placed during a gift with purchase promotion are final sale and may not be returned.

Shipping costs for returns are the responsibility of the buyer. We do not provide return shipping labels at this time.

Oh no! We are sorry to hear that you would like to return your products. Please note, that all orders placed during a promotion in which you received bonus items are final sale and may not be returned. Bonus items may not be returned or exchanged for monetary value. We reserve the right to terminate promotions at any time without prior notice.