I don't usually leave reviews, but this needs to get to the owner's attention because I've now had to reach out to management twice within the span of three months over the exact same issue.
The first time was with my April order. My package sat with no movement until I contacted management, and only then did I start seeing updates. I decided to give the company the benefit of the doubt and assumed it was an isolated incident.
Then I placed another order on July 6, specifically to make sure I wouldn't run out of my product. Once again, my package sat with no movement for three full weeks. I waited a completely reasonable amount of time before contacting management because I understand delays can happen. However, history repeated itself. I reached out and was told:
"Unfortunately it looks like after our warehouse packaged the products and handed them off to APC (the international carrier), they may have been misplaced or lost in the system somewhere, which is why you haven't been able to see any updates since the initial scan."
I'm sorry, but after hearing essentially the same explanation twice, it's no longer believable. As soon as I contacted management, my tracking suddenly showed movement again. I was told I should receive my order by July 29, and I even replied saying I hoped it would arrive within that estimated timeframe. Now, six days later, I've checked the tracking again and the estimated delivery has quietly changed to August 4.
At this point, I'm beyond frustrated. I've officially run out of the product because I ordered well in advance to avoid exactly this situation. It's also a long weekend, and now I'm left with nothing because of poor fulfillment and logistics.
To make matters even more ironic, I've already received the automated emails asking me "How is the Castor Oil?", "How is the Toner?", and "How is the Exfoliant?" asking me to review products that I still haven't even received. That honestly feels comical. Before asking customers to review their purchase, please make sure they've actually received it. Those emails were simply a reminder that my order still hadn't arrived.
What makes this even harder to understand is that I'm in Canada. We're neighboring countries. Why are shipping costs and duties so high, yet the service is so unreliable? I paid $48 in duties on a $114 order, yet I recently placed a $233 order with another beauty brand and paid only $16 in duties. How does that make sense?
The biggest issue isn't even the duties—it's the complete lack of reliability. In 2026, there are countless shipping carriers and fulfillment solutions available. I know small business owners who personally drop packages off at UPS to ensure their customers receive their orders on time. There is no reason why paying customers should have to wait weeks while their package appears to be sitting in a warehouse, only to see movement after contacting customer service. If I didn't know better, I'd honestly question whether the shipping process was legitimate because this has happened to me twice now.
This is clearly an operations and logistics problem that needs immediate attention. Whether it's your warehouse, your logistics team, your carrier relationship, or your fulfillment process, someone is not doing their job. Great products are only part of running a successful business. Customers should never have to chase down orders they've already paid for.
The only reason I'm posting this publicly is because I hope the owner sees it and takes action. This experience is unacceptable, especially since it's now happened twice. I don't want another explanation or excuse—I want accountability. After this inconvenience, I expect my order to arrive within the next few days. Customers shouldn't have to beg for products they've already purchased.
