General
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.
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.
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.
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.
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
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.
If your order hasn’t been shipped yet, you can modify or cancel it by contacting our customer service as soon as possible.
Yes, we accept orders over the phone. Please contact our team at 418 655-0999 to place your order directly.
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.
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
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.
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.
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.
The shelf life of our products varies depending on their composition. Please check the packaging for specific details.
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
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.
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.
Delivery times vary depending on the destination, generally ranging from 1 to 10 business days.
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.
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
O’terra accepts the following payment methods:
- Apple Pay;
- Carte de crédit;
- Carte-Cadeau O’terra
- Google Pay;
- Paypal;
- Shop Pay
Yes, you can use an O’terra gift card to complete your purchase directly at checkout.
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.
O’terra gift cards have no expiration date. As long as there are funds available, they remain valid regardless of the purchase date.
Refunds are processed according to our Returns and Refunds Policy. Please refer to it for more details.
Programs and promotions
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.
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.
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.
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.
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.