FAQ
COMMON QUESTIONS
ABOUT
What is HushLab?
HushLab is a Canadian brand offering a curated selection of simple, tested tools for wellness, self-care, and everyday calm. We believe that in a world that moves too fast, taking care of yourself shouldn't be complicated.
Who is HushLab for?
HushLab is for anyone looking to slow down, reconnect, and build small daily practices that lead to real, lasting calm — whether that's through sensory tools, self-care routines, or everyday comfort essentials.
Are your products tested?
Yes. We carefully select products backed by proven results and real-world use — not just trendy items. Many of our sensory tools are recognized by health professionals for their calming benefits.
PAIEMENT & ORDERS
What payment methods do you accept?
We accept Shop Pay, Shop Pay Installments, Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, and Google Pay.
What currency are your prices in?
All prices are displayed in Canadian dollars (CAD), before applicable taxes (GST/QST), which are calculated at checkout.
Is my payment information secure?
Yes. We do not collect or store your payment card information directly — all transactions are securely processed through our payment provider.
When will I be charged?
Your order is finalized once payment is completed in full and confirmed by email.
Can I cancel or modify my order after placing it?
If you need to cancel or make a change, just contact us within 24 hours of placing your order and we'll do our best to accommodate your request before it ships.
SHIPPING
Where do you ship?
At this time, we ship exclusively within Canada.
Where do your products ship from?
Depending on the item, your order will ship from one of our Canadian distribution centers (Laval QC, Edmonton AB, or Toronto ON) or from one of our trusted international supplier partners. Shipping origin depends on the specific product you order.
How long will it take to receive my order?
- Products shipped from our Canadian distribution centers : 3-5 business days
- Products shipped from our international partners : 10-15 business days
All orders are processed within 24 to 48 business hours following payment confirmation.
Will I be charged customs fees or duties?
No. You will never be charged customs duties or additional fees upon delivery. Any applicable costs are factored into our pricing or absorbed by us directly.
How much does shipping cost?
Shipping fees are calculated at checkout and may vary based on several factors, including the origin of the product (Canadian or international), your delivery address, and your order total. In many cases, free shipping is available once a certain order value is reached — the exact details will always be shown clearly before you complete your purchase.
Can I track my order, and what if it's delayed?
Yes. A tracking number is sent to you by email as soon as your order ships. If your order is delayed, our team will proactively reach out to keep you informed and will follow up with the carrier on your behalf.
What if my package is lost or arrives damaged?
- Lost package: Protected for 30 days. We will ship a free replacement or issue a full refund.
- Damaged item: Send us a photo and we will ship a free replacement — no return required.
RETURNS & REFUNDS
What is your return policy?
You have 30 days from the date of receipt to request a return. Items must be returned in their original, unused condition and original packaging.
What items are not eligible for return?
- Personalized products
- Gift cards
- Clearance or final sale items
How do I start a return?
Contact us at returns@hushlab.ca with your order number, a description of the issue, and photos if applicable. We'll review your request and send you return instructions if eligible. Please don't send anything back without a valid authorization number.
Who pays for return shipping?
Return shipping is the customer's responsibility, unless the return is due to our error or a defective product.
When will I get my refund?
Once we receive and inspect your return, we'll notify you by email. Approved refunds are processed to your original payment method within 5 to 10 business days.
I received a damaged or incorrect item — what do I do?
Contact us at returns@hushlab.ca within 7 days of receipt with your order number and a photo. We'll arrange a free replacement or full refund, including return shipping, at no cost to you.
CONTACT
Still have questions?
Our team is available Monday to Friday, 8am-6pm EST, and Saturday, 9am-4pm EST. Email us at hello@hushlab.ca.