Frequently Asked Questions


  • Where is my Order?

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    To track the progress of your order visit: My Orders in the "My Account" section. Select the order you want to track. If an order has already been shipped, you can click "Tracking Number" for that order to find out when to expect delivery. Please allow up to seven days for standard delivery.

  • Can I make changes to my order?

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    Once your order is placed, it immediately goes to our warehouse for processing. This ensures that we are able to ship your order quickly and ensure you get your products as soon as possible, but it also means we are unable to modify or cancel your order.

  • How do I return an item?

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    You can trust our products. We will gladly accept returns not meeting your expectations. Simply return your purchase with the receipt or original invoice to any of our locations or send the product by mail shipping prepaid by you, the customer, to the address below. Shipping cost is non refundable. Refunds will be processed within 72 business hours of the return reaching our facility.

  • I forgot my password, what can I do?

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    If you have forgotten your password, you can request a temporary password. You will receive an email with your new temporary password. We suggest you then go to My Account to reset your password to something you can easily remember. Click here to Request a temporary password.

  • What payment methods do you accept?

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    You can pay for purchases on thebodyshop.ca using a major credit card, including Visa, MasterCard, Discover or American Express or by using online credit or pay through PayPal. If you are registered with thebodyshop.ca, you can enter several credit cards, and then decide at checkout time which one to use. If you aren't registered, you'll need to enter your credit card information each time you place an order. Please, be advised that it is not possible to use credit cards issued in other countries. If you want to purchase on www.thebodyshop.ca, you will need a credit card issued with a billing address in Canada.

  • Is there sales tax?

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    Yes, thebodyshop.ca will charge sales tax on all online orders.

  • Where can you ship orders?

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    At this time, thebodyshop.ca can ship orders only to street addresses in Canada. We're sorry, but we do not ship to PO Boxes or international addresses at this time.

  • What do I do if I received the wrong order?

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    If you have received a wrong order please contact customer care. We will issue a call tag to have a mail carrier pick up the incorrect order.  We’ll then issue a replacement for your order. You can contact customer care at 1-800-387-4592, or by sending an e-mail to weborder@thebodyshop.com

  • Can I use my gift card or e-gift card online?

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    One gift card per order can be used online.

    The Body Shop gift cards are plastic cards with a magnetic strip on the back similar to a credit card and are redeemable in any store or online. To use a gift card towards a purchase online simply enter your gift card number and security code located on the back of the card when prompted to at the time of checkout.

    The Body Shop e-gift cards can be used any of The Body Shop stores nationwide, and for online purchases at thebodyshop.ca.

    The Body Shop gift certificates are paper checks that are redeemable in any of our stores in Canada. Please, be advised that gift certificates cannot be redeemed online.

  • Can I use my Love Your Body™ membership card online?

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    I Am Buying A Card Today:
    If you buy a Love Your Body Club Membership online today, it will be linked automatically to your account at thebodyshop.ca. Then, with every qualifying purchase online, you'll receive your 10% discount and accumulate points. You will receive your Love Your Body Club Membership card by mail, and can bring your card into stores to enjoy the program benefits.

    I Already Have a Love Your Body Card:
    All you need to do is link your card to your online account - link now.

    Registered Users:

    1. If you are already registered at thebodyshop.ca with a username and password, sign in and visit My Account.
    2. Look on the right for the box "Love Your Body™ Club Information". Type in your card number and click "apply account".

    Non-Registered Users:

    1. If you are not registered at thebodyshop.ca, create an account by creating clicking the "sign up" button near the upper right of each page.
    2. Fill out the registration information which includes an area to enter your Love Your Body™ card number.
    3. Once you've added your Love Your Body™ Club Membership, you won't have to enter your Love Your Body Club Membership card number again.
  • What if an item is out of stock?

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    If an item is out of stock, we'll happily send you an e-mail when it's back in stock. Simply click "E-mail Me When In Stock" on the Product page and supply your e-mail address. We'll notify you when the item becomes available. Or, use the Store Locator to find a store near you (call ahead to confirm that they have your desired product in stock).