questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Account Questions
Technical Questions
Contact Questions
1. General Questions
1. Where are the products shipped from?
All orders are shipped from Ontario, Canada.
2. Do you offer Same-day delivery?
Yes, same-day delivery is available in the Greater Toronto Area, For more details, please check ‘Same Day Delivery policy’ page.
3. Do your products come with a warranty?
Yes, all of our products come with a warranty, ranging from one year to a lifetime. Specific warranty details can be found in each product's description.
4.How long will my order take to get to me?
The delivery time will vary depending on what you purchased, but you can find an estimated delivery time frame on each product page, in your cart, and in your order confirmation email. If you're ever unsure, please reach out to our Customer Service team to assist you.
2. Returns and Exchanges
Returns Policy
If you’re not completely satisfied with your Carbon Hill purchase, we’re happy to accept returns within 14 days of receiving your order, as long as the items are unused, in their original packaging, and have all tags attached. Please ensure you contact us at info@carbonhill.ca before returning any items for prior authorization, as returns without authorization will not be accepted.
For products purchased from authorized retailers, please contact the retailer directly for their return process.
Customers are responsible for return shipping costs, and we recommend using a carrier with tracking and insurance. Original shipping fees are non-refundable. Once we receive and inspect your return, a refund will be processed to your original form of payment within 14 business days.
For more information, please refer to our full Return & Refund Policy.
3. Free Shipping Policy
Orders over $159 qualify for free shipping. Please note that gift cards do not count toward the order total for free shipping eligibility.
Some large, bulky, or heavy items may not qualify for free shipping. Orders that qualify are shipped via Canada Post, FedEx, or DHL. For more information, please visit our Shipping & Return Policy page.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Linked Accounts
If you’ve linked your Beauty Insider and Kohl’s accounts on kohls.com you will be able to see your linked account status on the Account Information page. You can also unlink your Kohl’s account by clicking Unlink.
Order status & history
Tracking an Order
You can track the status of your order online at CarbonHill.ca. Simply click on “Track Order” at the top of the page to view your recent orders. Select the order number you'd like to track, and a detailed order information page will be displayed. The tracking number will appear next to the ship-to address and under the shipping method. Click on the tracking number to view detailed tracking information, including the tracking history and the estimated delivery date. Please allow 1-3 business days from the time your order has shipped for tracking details to update.
Order Statuses:
Once your order has been placed on Carbon Hill and your payment has been authorized, your order status will show as "Placed."
Order Processing - "In Progress"
Once your order has been placed, it will be sent to our warehouse for processing and packing. During this time, your order status will show as "In Progress." Please allow 1-2 business days for your order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It may take up to 2 weeks to process your return and credit your original payment method. Once your return has been processed, the order status will update to "Returned." You will also receive an email notification once the return is complete.
Before placing your order, you can view the contents and total amount in your shopping cart. Once your order is placed, it cannot be modified. However, most orders can be canceled up to one hour after being placed. To check the status or cancel your order, visit the Order Details page.
Email us
Info@Carbonhill.ca
Representatives or Beauty Advisors are available:
MON-FRI: 9am to 5pm EDT
SAT-SUN: 9am to 4pm EDT
Chat with us
Advisors are available:
MON-SUN: 9am—4pm EDT