Shipping Policy

Effective Date: 30.07.2026

At Prolong Lash, we aim to process and dispatch your order as quickly as possible. This Shipping Policy explains how orders are processed, shipped and delivered within Canada.

Order Processing

Orders placed through prolonglash.ca are shipped from our Canadian fulfilment centre.

A-10109 McDonald Park Rd, Sidney, British Columbia V8L 5X5 Canada.

Orders are typically processed and dispatched within 1 business day after payment has been successfully received.

Orders placed on weekends or public holidays will be processed on the next business day.

While we make every effort to meet these timeframes, processing times may occasionally be extended during periods of high order volume, promotional events or circumstances beyond our reasonable control.

Shipping Confirmation & Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Tracking updates are provided by the shipping carrier and may take some time to appear after your parcel has been collected.

Delivery Timeframes

Estimated delivery times are provided at checkout and are supplied by the shipping carrier.

Delivery times are estimates only and are not guaranteed.

Delays may occur due to factors outside our control, including:

severe weather;
carrier delays;
customs or security inspections (where applicable);
public holidays; or
other unforeseen events.
Shipping Insurance & Signature on Delivery

Depending on the shipping method selected, you may have the option to purchase shipping insurance or request a signature on delivery during checkout.

Risk of loss or damage passes to you upon delivery of the order to the shipping address you provide.

If your parcel is lost or damaged during transit, please contact us as soon as reasonably practicable so we can assist you in working with the shipping carrier where appropriate.

Sales Tax

Applicable Canadian sales taxes, including GST, HST, PST and QST where applicable, are calculated automatically based on your shipping address and displayed at checkout before payment is completed.

Free Shipping

We currently offer free standard shipping within Canada on the following product:

Eyelash Extension Cleanser Concentrate – 1 Litre Pump Bottle
Conditions

Free shipping applies only when the order contains one or more eligible products.

If your order also includes products that are not eligible for free shipping, shipping charges for those additional items will be calculated and displayed at checkout.

Free shipping promotions:

apply to standard shipping only;
cannot be exchanged for cash;
cannot be combined with other shipping promotions unless expressly stated.

We reserve the right to modify, suspend or withdraw free shipping promotions at any time. Changes will not affect orders that have already been placed.

Shipping Promotions

Where a promotional code provides free shipping, the offer applies to standard shipping only, unless otherwise stated.

If you would like to upgrade to a faster shipping service, please contact us before placing your order to discuss the available options and any additional shipping charges.

Order Changes & Cancellations

If you need to change or cancel your order, please contact us as soon as possible at:

Email: info@prolonglash.com.au

We begin processing orders promptly, so we cannot guarantee that changes or cancellations will be possible once an order has been submitted.

If your order has already been dispatched, it cannot be cancelled.

If eligible under our Returns & Refund Policy, you may return any unopened and unused products after delivery.

Incorrect Shipping Information

Please ensure your shipping address is complete and accurate before placing your order.

Prolong Lash is not responsible for delays or additional shipping costs resulting from incorrect or incomplete delivery information provided by the customer.

If a parcel is returned to us due to an incorrect address, additional shipping charges may apply before the order can be resent.

Lost or Delayed Shipments

If your tracking information indicates that your parcel has been significantly delayed or you believe it has been lost in transit, please contact our Customer Care team.

We will work with the shipping carrier to investigate the shipment and assist in resolving the issue as quickly as possible.

Undeliverable Parcels

If a parcel is returned to us because it could not be delivered (for example, due to an incorrect or incomplete address, failure to collect the parcel, or refusal of delivery), we will contact you to arrange redelivery.

Additional shipping charges may apply before the order is resent.

If you no longer wish to receive the order, we may issue a refund for the eligible products in accordance with our Returns & Refund Policy. Original shipping charges are non-refundable.

Questions

If you have any questions regarding shipping, please contact: info@prolonglash.com.au