Frequently Asked Questions
Shopping and products
Are your products authentic?
Yes. Minte Medical Aesthetics is an authorized retailer for all products we provide. All products are sourced directly through the authorized Canadian distribution channels.
Can you help me choose the right products?
Absolutely! Contact our clinic for general product guidance. If you need individualized clinical advice, we may recommend booking a consultation. Website information is educational and does not replace an assessment by a qualified healthcare professional.
Why does my packaging differ from an image online?
Brands periodically update their packaging, sizes and formulas. Canadian packaging may also differ from packaging sold in other countries. Always follow the directions, warnings and ingredient list on the product you receive. If you are unsure whether you have received the correct product, please contact us at hello@minte.ca.
Are the ingredient lists on your website current?
We make reasonable efforts to keep product information accurate, but manufacturers may update formulas without notice. The ingredient list on the packaging you receive is the most current. If you have an allergy or sensitivity, please contact us before using the product.
Can I purchase prescription products online?
No. Prescription products require an appropriate assessment and cannot be purchased through ordinary online checkout. Please follow the instructions on the relevant product page or contact our clinic at 431-276-3223.
Does the ZO Skin Health satisfaction guarantee apply?
We always strive for you to be happy with your purchase. Eligibility is determined under ZO Skin Health’s current guarantee terms. Supporting information or proof of purchase may be required. Please contact us at 431-276-3223 and we will help determine the appropriate next step.
Can promotions or gifts with purchase be combined?
Unless an offer specifically states otherwise, promotions, discount codes and gifts with purchase cannot be combined. Offers may be subject to brand, product, order-value, availability and expiry restrictions.
Orders and payment
When will my order be processed?
Orders are processed Monday through Friday on clinic business days. Orders placed after a cutoff, on weekends, holidays or during clinic closures begin processing on the next clinic business day.
Can I change or cancel an order?
Contact us as soon as possible. We will try to help, but changes cannot be guaranteed after fulfilment begins, a shipping label is created or a local delivery is dispatched.
What payment methods do you accept?
Available online payment methods are displayed at checkout. In-clinic payment requirements may differ.
Shipping, delivery and pickup
Do you ship across Canada?
Yes. We offer tracked Canada-wide shipping, Winnipeg delivery and free clinic pickup. Rates, eligibility thresholds, estimated timelines and delivery cutoffs are listed in our Shipping, Delivery & Pickup Policy.
Do you offer free clinic pickup?
Yes. Clinic pickup is free. Please wait until you receive a “Ready for pickup” notification before visiting the clinic. Please have your order number and/or order confirmation ready for display at pickup.
What happens if a local delivery is unsuccessful?
If delivery cannot be completed because the address or instructions are incorrect, access is unavailable or no permitted safe drop location can be found, an additional delivery fee may apply before redispatch. See our Shipping, Delivery & Pickup Policy for details.
What if my parcel is marked as delivered but I cannot find it?
Check the delivery location, household members, neighbours and any carrier photograph. Then contact the carrier and Minte ASAP so the delivery can be reviewed.
Returns and product concerns
Can I return or exchange a product?
For health, hygiene and product-integrity reasons, products are final sale. We do not accept returns for change of mind, shade selection, ordering the wrong item or personal preference. This does not limit any rights that cannot be waived under applicable consumer-protection law. See our Returns & Order Issues Policy.
What if my order arrives damaged, incomplete or incorrect?
Contact hello@minte.ca promptly with your order number, a description of the issue and clear photographs of the product, packaging and shipping label. Keep the product and packaging until we complete our review.
What if I experience a reaction to a product?
Stop using the product and contact us promptly. Include the product name, purchase or order information, when you began using it, how it was used and photographs where appropriate. Seek medical attention for severe, rapidly worsening or otherwise concerning symptoms.
Can I send skin photographs or medical information by email or Instagram?
Please do not send sensitive medical information through social media or ordinary retail email unless our clinical team has directed you to do so. If you require guidance, please visit us in-clinic or book a consultation by calling 431-276-3223.
Appointments and clinic policies
What is your cancellation policy?
Appointments require at least 24 hours’ notice to cancel or reschedule. Late changes and missed appointments are subject to the terms in our Clinic & Appointment Policies.
Can I bring a child or pet to the clinic?
No. For health, safety and privacy reasons, children under 18 and pets cannot accompany patients in the clinic. Service animals are accommodated as required by law. Please contact us in advance if assistance is needed.
Can I bring a support person?
A support person may be permitted with prior approval where appropriate. Contact us before your appointment so we can confirm arrangements while protecting patient privacy and maintaining a safe clinical environment.
Contact us
For assistance, email hello@minte.ca or call 431-276-3223.