Frequently Asked Questions - FAQ

General

Are your products natural and cruelty-free?

All O’terra products are formulated with natural ingredients, carefully selected for their quality and benefits for the skin. Additionally, O’terra is committed to not testing its products on animals, ensuring an ethical and environmentally friendly approach.

Are your products really handmade in Quebec?

Absolutely! O’terra products are proudly handmade in our laboratory in Wendake, contributing to the local economy. We adhere to strict standards and rigorous methods to ensure safe and effective skincare.

How should I store my O’terra products?

To best preserve your O’terra products, we recommend storing them in a cool, dry place, away from direct sunlight and humidity. This storage method helps maintain the effectiveness of the natural ingredients over time.

How can I contact customer service?

Our customer service team is available through various channels to answer your questions. You can contact us, call us directly at 418 655-0999, or email us at info@oterracare.com. We're here to assist you with any product, order, or specific need inquiries.

How does O’terra handle my personal information?

O’terra takes the privacy of your personal information very seriously. Your data is collected solely for processing orders and interactions on our website and is protected by security measures. For more details, please review our Privacy Policy.

Orders

Do I need to create an account to place an order?

No, creating an account is not mandatory to place an order. However, having an account allows you to track your orders, join our Loyalty Program, and make future purchases easier.

Can I modify or cancel my order after placing it?

If your order hasn’t been shipped yet, you can modify or cancel it by contacting our customer service as soon as possible.

Can I place an order over the phone?

Yes, we accept orders over the phone. Please contact our team at 418 655-0999 to place your order directly.

How can I track my package?

Tracking information is available in your order details. You should also receive a tracking number via email with a link to the carrier’s platform to monitor your delivery in real time.

What should I do if I haven’t received a confirmation email or tracking number?

If you haven’t received a confirmation email or tracking number, first check your spam folder. If you still can’t find it, please contact our customer service team for assistance.

Products

How can I purchase your products?

O’terra products are available directly on our website and in select partner stores. You can order online for home delivery or pick up your products at our Wendake clinic.

I’m pregnant or breastfeeding. Can I use your products?

All products in the O’terra line contain essential oil percentages recommended for pregnant or breastfeeding women. However, some items, such as teas and supplements, are not recommended, and others require limited use. Please consult each product’s guidelines and, if unsure, speak with a healthcare professional before use.

I have very sensitive skin. Can I use your products?

Our products are formulated with gentle, natural ingredients suitable for most skin types, including sensitive skin. However, we always recommend patch testing on a small area before full use.

What is the shelf life of O’terra products?

The shelf life of our products varies depending on their composition. Please check the packaging for specific details.

I can’t find what I’m looking for. Can you help?

If you can’t find a product or specific information on the website, feel free to ask for assistance. Contact our customer service team, who will be happy to guide you and answer your questions.

Shipping and Returns

How long does it take to process an order?

Order processing typically takes 1–3 business days before shipping. During high-demand periods like promotions or holidays, this timeframe may be slightly extended. You will receive a confirmation email once your order has been shipped or is ready for in-store pickup.

How can I track my order?

Once your order is shipped, a confirmation email with a tracking number will be sent to you. You can track your package in real time directly on the carrier’s website. If you don’t receive an email, check your spam folder or contact customer service.

How long does delivery take?

Delivery times vary depending on the destination, generally ranging from 1 to 10 business days.

What should I do if I receive a damaged product?

If you receive a damaged product, please contact our customer service team as soon as possible. Provide photos of the damaged product and details of your order. We will assess the situation and arrange a replacement or refund based on your preference.

What is your return policy?

We offer a 90-day return policy. You have 90 days from receipt of your order to request a return or exchange. Items must be unused, in their original packaging, and accompanied by proof of purchase. Return fees may apply depending on the reason for return. For more information, consult our Returns and Refunds Policy.

Payment and Refunds

What payment methods do you accept?

O’terra accepts the following payment methods:

  • Apple Pay;
  • Carte de crédit;
  • Carte-Cadeau O’terra
  • Google Pay;
  • Paypal;
  • Shop Pay
Can I pay with a gift card?

Yes, you can use an O’terra gift card to complete your purchase directly at checkout.

Are the prices in my shopping cart guaranteed?

O’terra strives to maintain competitive pricing. However, adjustments may occur without prior notice. Prices in your cart are only guaranteed once the order is finalized.

I have an old gift card. Is it still valid?

O’terra gift cards have no expiration date. As long as there are funds available, they remain valid regardless of the purchase date.

Refunds

Refunds are processed according to our Returns and Refunds Policy. Please refer to it for more details.

Programs and promotions

When do you usually offer promotions during the year?

O’terra offers promotions at key times throughout the year. To stay updated, subscribe to our newsletter and receive the latest news directly in your inbox.

Can I combine multiple promo codes in one order?

No, only one promo code can be applied per order. If you have multiple codes, choose the one that offers the best value. Exceptions, if applicable, will be clearly stated.

Do you offer a loyalty program to reward regular customers?

Yes, O’terra offers a Loyalty Program where customers can earn points for every purchase. These points can be redeemed for discounts and exclusive rewards. Learn more about the benefits and how to join on our Loyalty Program page.

I’m a content creator. Can I join your affiliate program?

Yes, O’terra offers an ambassador program for content creators interested in promoting our natural products. Ambassadors can recommend O’terra products to their audience and earn commissions on sales generated through their affiliate links. If you’re a content creator interested in joining our affiliate program, contact O’terra for more details on eligibility criteria and registration.

Do you offer wholesale options, or how can I become a distributor?

O’terra offers wholesale options for businesses looking to become authorized retailers. If interested, contact our team for more information about the terms and conditions for becoming an official distributor.