FAQ
Shipping + Returns
We now ship globally to over 140 countries! We offer free, fast shipping at the following thresholds:
🇨🇦 🇺🇸 Canada + USA: Free shipping over $50 ($9 otherwise)
🇬🇧 🇪🇺 UK + European Union: Free shipping over $85 ($25 shipping otherwise)
*New!* VAT & Duties are now included at checkout - EU customers will not be charged extra fees upon delivery!
🇦🇺 Australia: Free shipping over $85 ($25 shipping otherwise)
**NEW in 2023**our friends in Australia can now purchase locally from our friends at The Formula skincare
Global: for most countries outside the above, we ship free over $100. The fee for shipping under this amount varies depending on the destination, from $30 - $50.
Note: For global orders outside the EU, we are not responsible for fees incurred after shipping (duties, taxes, import fees, handling fees, etc.) and we can't refund orders that have been refused for this reason, whether by the purchaser or customs authorities.
Most orders are fulfilled within 2 business days but can take up to 7 business days during peak periods.
Once shipped, most orders should arrive within the following timelines:
**Note: in some cases, USPS tracking information may not update for 1-2 business days, even though the shipment is still on it's way! **
Canada: 2-5 business days
USA: 2-5 business days
Europe: 3-5 business days
Global: 4-10 business days
Everyone's skin is different. Our YMMV Guarantee gives you 30 days to try our products. If the product doesn't work for you, exchange or return it without hassle for a full refund by emailing us at hi@regimenlab.com
Please note the following exceptions to our return and refund policy:
- International: For our customers outside Canada and the US, we do our best to ensure smooth border clearance, but we cannot refund shipping fees, or any duties/customs fees/import fees/taxes that were not prepaid. These fees will be deducted from returns (varies by location).
- Multiple Items: We don’t accept returns of more than 2 units of the same item(s) per order (try it first before you make a bulk purchase!)
- The Kit, Hyperpigmentation Kit and Hydration Kit: To enable us to provide it at an excellent value, we can't accept refunds on all Kits (The Regimen Kit, Hyperpigmentation Kit and Hydration Kit), only store credit or exchanges.
- We want to make buying and using our products easy, we try our hardest to make shipping quick, easy, and risk free! Unfortunately once in a while things happen and then we have to include terms like this:
Regimen Lab maintains the right to determine, in its sole discretion, whether you are entitled to a refund and if so, the amount of the refund you are eligible to receive. This means we reserve the right to refuse to provide a refund or accept your order for any reason - including, but not limited to, if we deem your order to be suspicious or fraudulent in any way.
Please contact us at hi@regimenlab.com if you have any questions!
Product
We’re glad you want to learn more! Each product page has a ton of detail about what each product does, what’s inside, and how to use it. We always strive to be transparent, providing exact percentages of ingredients, product pH ranges, sensitivity, and more important details.
If you want to geek out with us, check out the Regimen Product Guide for a deeper breakdown of what's in our products.
You can always email hi@regimenlab.com or DM us on IG with questions/comments.
Skincare products will technically work in any order, so if you’re just getting started, don’t stress about this. That said, the order in which you apply skincare products can impact their effectiveness.
For those looking to maximize their regimen, here’s what we suggest:
AM:
- Wash with water/cleanser (Tabula Rasa)
- Dry face immediately
- Apply Vitamin X and give it a moment to dry
- Apply Wave Serum
- Apply C.R.E.A.M. Apply your favorite sunscreen (sorry, we don’t make one … yet)
- Have a great day!
PM:
- Wash with cleanser (Tabula Rasa)
- Dry face immediately
- Apply Level Serum
- Apply Wave Serum
- Apply C.R.E.A.M.
- Get ~8 hours of sleep!
We recommend introducing products one at a time. Allow your skin to acclimate to the product before adding another product to your routine. This method also gives you a chance, in case of a breakout, to figure out which product is causing the problem.
Learn more about patch testing in our Product Guide.
Our products are vegan friendly (and 100% of our founders are vegetarian or vegan!) with one exception:
- C.R.E.A.M., like all ceramide-containing products, has cholesterol derived from the oil in sheep’s wool (it is a byproduct of wool production taken from live sheep).
We are continually seeking alternatives without compromising our objective to deliver the best performing products possible.
Our products have a shelf life of 1 year from purchase. We currently recommend using Vitamin X within 6 months for best results, pending the results of our extended use testing.
First of all, we cannot and should not provide medical advice. Before using any skincare product you should consult a doctor or medical professional.
If you believe a product is breaking you out:
Some skincare ingredients can accelerate skin cell turnover, while others are capable of exfoliating the oil ducts and the hair follicle lining. This can lead to what’s known as “purging”, where previously undisturbed bacteria are forced to the surface of the skin, possibly causing the appearance of breakouts. This "purging out" is somewhat common when first using products packed with actives. Don’t fret, it goes away in a few days. If breaking out persists, you might be sensitive to an ingredient in the product. Stop using it, email us and we can help you.
No. All testing involves human volunteers (the Regimen Team are the first test subjects!) and lab-grown cell cultures.
We do not purchase from suppliers that use animal testing (this is in line with EU regulations) nor do we sell in countries (like China) whose regulations mandate animal testing.
I still have more questions
Yes.
Tabula Rasa is fully recyclable in most municipalities, and most will recycle the bottle if separated from the cap.
Because municipalities vary, we also accept recycling! To reduce shipping emissions, we ask that you send a minimum of five bottles at a time.
Contact us at hi@regimenlab.com to participate.
Although we don’t offer sample sizes for our products, we do offer samples of upcoming products to our R&D testers. Click here to learn more.
Regimen Lab formulates and manufactures our products ourselves, in our own lab. After our extensive research and prototyping phase, we work with a panel of skincare geeks and ordinary people to test our products on everything from how they feel to how they perform over time.
We’re always looking to grow this panel to improve the quality of our products. If you’re interested, apply here.
Company
We are a team of scientist-led skincare geeks making the best skincare more accessible. We’re founded and based in Toronto, and during 2021 we moved our manufacturing to our new lab in Ottawa. A few things that make us different:
• All our products are based on independent, peer-reviewed scientific research. While many brands say this, here’s how we prove it:
••We start with high quality research and clinical trials. We are transparent about which studies inform our product development.
••We formulate our products ourselves and we are transparent about the percentages of key ingredients in our products.
••We manufacture our own products in our own facility.
Did you check out our about page? Our science page? Our IG? Learn more there and of course we’re always available at hi@regimenlab.com (yes, the founders reply to emails)
Level Serum
Level already contains 5% niacinamide. Using another product with niacinamide might be too much. We would suggest replacing your niacinamide product with this one or alternate the usage of both products.
Level does have a yellow/brown tint, even if it starts as clear it will become darker over time. This is because it has high amounts of Curcuminoids and Hexylresorcinol, making it coloured! While it starts turning brown due to oxidation of the hexylresorcinol, this process converts some of the hexylresorcinol into derivatives which are also effective for your skin.
Yes, you’d apply your retinol first and follow up with Level serum. The reason we recommend applying retinol and acids first is to allow these active ingredients to absorb, penetrate and do their job (skin exfoliation) before applying your other products. We also recommend giving your retinol/acids a few minutes to dry before applying anything else. This is to avoid any sudden pH changes that could render the acids/retinoids less effective. Also, allowing them to dry helps reduce irritation, thereby maximizing the effectiveness of all products (retinoids/acids, and Level)
Vitamin X
Yes you can still wear retinol at night. If you have sensitive skin, try using Vitamin X on days where you don't use Retinoids or Acids. If you have resistant skin, applying Vitamin X after retinoids can help potentiate the retinoids to make it more effective. Best thing to do is to start slowly once a day in the morning and work your way up to twice a day at night. If you were just planning on applying at night just make sure that you introduce the products slowly to avoid irritation and just your skin a chance to adjust. When using both retinol and Vitamin X in the PM routine it is best to apply your retinol first, wait 15-30 minutes then apply Vitamin X!
Yes they can be layered. The issue was initially with Niacin which causes flushing or redness in the presence of acid. However, most of the Niacinamide used today is pure and without Niacin contamination. The second issue is pH. Applying vitamin C serums requires acidic pH for it to penetrate well. So when you apply higher pH serums, it lessens the penetration. However, with Level this effect is negligible as both serums are equipped with penetration enhancers and that their delivery system is optimized.
C.R.E.A.M. 2.0
Yes, the oat containing ingredients in C.R.E.A.M. 2.0 are obtained from suppliers who manufacture their products in certified gluten-free facilities.
The ingredients (Arachidyl Alcohol and Arachidyl Glucoside) are not derived from peanuts and there are no peanut derived ingredients in C.R.E.A.M. 2.0. We have no reason to believe that you would experience any allergies from the product. Although, we always recommend consulting with a medical professional when it comes to such concerns for any product.
There’s nothing wrong with preservatives but we believe in minimalism. If ingredients are not necessary in a formulation, they shouldn’t be added.
C.R.E.A.M. was formulated with multiple factors that allowed us to do this:
1) low water content
2) high humectants
3) natural antimicrobial actives (Glycyrrhetinic acid, Bisabolol, 6-Paradol, Avenanthramides etc.)
4) low pH.
C.R.E.A.M., like all our products, passed rigorous preservative challenge testing in 3rd party labs. These tests subject products to a test far beyond real-world conditions: they purposely add microbes in it to see if the formulations can handle contamination. We subjected multiple versions of C.R.E.A.M. to this testing, and the versions without preservative passed on all dimensions!
Yes! It’s the perfect pairing to use as it soothes irritation and prevents stinging.
Wave Serum 2.0
No, you don’t need to dampen your skin before applying. Wave can be applied to either damp or dry skin.
Yes it can!
There is a very minimal quantity of lactic acid (used to pH adjust) the final formula.
Hydroxyethyl Urea is a modified Urea that increases water content in the skin and does not have the same irritation concerns as Urea. It has an added hydroxyl group that allows for more hydrogen bonds with water. It works similarly to Urea in terms of hydration. A big difference is that Hydroxyethyl Urea doesn't seem to exfoliate even at higher concentrations compared to Urea and one great advantage is that Hydroxyethyl Urea is non-irritating.