FAQs

Consultations are strongly recommended and, in many cases, required to ensure treatments are safe and appropriate for your skin and goals. Our specialists will assess your concerns and recommend the best options for you.

Yes. A $50 non-refundable deposit is required for all bookings. This deposit is applied toward the cost of your treatment or product purchase.

Deposits are only refunded if you are deemed not a candidate for the treatment.

We kindly ask for at least 24 hours’ notice to cancel or reschedule an appointment.

Cancellations made with less than 24 hours’ notice, or no-shows, will result in your deposit being forfeited or a $50 cancellation fee.

Appointments are booked back-to-back. Late arrivals may result in shortened treatment time.

If you are more than 15 minutes late, we may not be able to treat you and a cancellation fee may apply.

Yes. You’ll receive an email and text reminder 2 days before your appointment.

If your appointment is on a Tuesday, reminders are sent on Saturday, as the spa is closed Sundays and Mondays.

All new clients must complete an intake and consent form prior to their first visit.

Forms are emailed after booking. If you haven’t received them, please contact your location:

• Burlington: info@hwmedicalspa.com
• Mississauga: laser@hwmedicalspa.com
  

If you’re unable to complete forms electronically, please arrive 10 minutes early.

Downtime varies by treatment. Our team will outline expected recovery, pre-care, and post-care instructions with you during your consultation.

For safety and insurance reasons, children under 12 and pets are not permitted in the spa unless the child is booked for a service. We do not have facilities to supervise them.

All services — including single treatments, packages, and memberships — are final sale.

All orders ship from our medical spa in Burlington, Ontario, Canada.

Orders are typically processed within 48 hours and delivered within 4–8 business days, excluding holidays. Delivery times may vary during high-volume periods.

Yes. Once your order ships, you’ll receive a confirmation email with tracking details.

Shipping rates may change from time to time. For the most up-to-date information, please use the shipping rate calculator from the cart page.

Yes, we offer international shipping. Please note that customs duties or import taxes, if applicable, are the responsibility of the recipient.

For hygiene and product integrity reasons, all skincare purchases are final sale. Once opened, we can’t safely restock or resell products. If you’re unsure about what’s right for you, we’re always happy to guide you before you purchase.

If an item is missing or damaged, please contact us in writing within 15 business days of delivery at info@hwmedicalspa.com to request a Return Authorization.

Claims submitted after this period cannot be accommodated.

No. All purchases are for personal use only and may not be resold.

A selection of complimentary samples may be included with qualifying orders. Samples are chosen at random based on availability.