General
All O'terra products are formulated with ingredients of natural origin, carefully selected for their quality and skin benefits. Furthermore, O'terra is committed to not testing its products on animals, thus guaranteeing an ethical and environmentally friendly approach.
Absolutely! O'terra products are proudly handcrafted in our laboratory in Wendake, thereby helping to support the local economy. We adhere to strict standards and rigorous methods to ensure safe and effective skincare.
To best preserve 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 the long term.
Our customer service team is available through various channels to answer your questions. You can contact us here, call us directly at 418 655-0999, or send us an email at info@oterracare.com. We will assist you with any questions regarding products, orders, or any other specific needs.
O'terra takes the confidentiality of your personal information very seriously. Your data is collected solely for the purposes of your orders and interactions with the site, and it is protected by security measures. For further details and information, please consult our Privacy Policy.
Order
No, it is not mandatory to create an account to place an order. However, having an account allows you to track your orders, join our loyalty program, and facilitate your future purchases.
If your order has not yet been shipped, you may modify or cancel it by contacting our customer service department as soon as possible.
Yes, we accept orders by 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 have received a tracking number via email, along with a link redirecting you to the carrier's web platform to track your delivery in real time.
If you have not received an order confirmation or tracking number, please check your spam folder first. If you still cannot find anything, 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 them online for home delivery or for in-store pickup at the Wendake clinic.
All products in the O’terra range contain the recommended percentage of essential oils for pregnant or breastfeeding women. However, some products, such as herbal tea and supplements, are contraindicated, and other products require limited use. We recommend consulting the specific guidelines for each product and, in case of doubt, consulting a healthcare professional before use.
Our products are formulated with gentle, natural ingredients. They are suitable for most skin types, including sensitive skin. However, we always recommend performing a patch test before use.
The lifespan of our products varies depending on their composition. Please check the packaging for specific instructions.
If you cannot find a specific product or information on the site, please do not hesitate to ask us for help. You can contact the customer service team here, who will be happy to guide you and answer any questions you may have.
Delivery & Returns
In general, order processing takes between 1 and 3 business days before shipping. However, during periods of high demand, such as during promotions or holidays, this timeframe may be slightly extended. You will receive an email confirmation once your order has been shipped or is ready for in-store pickup.
Once your order has shipped, a confirmation email with a tracking number will be sent to you. You will be able to track your package in real time directly on the carrier's website. If you do not receive an email, check your spam folders or contact our customer service department.
Delivery times vary depending on the shipping location. In general, they take between 1 and 10 business days. Consult our Shipping and Delivery Policy.
If you receive a damaged product, we invite you to contact our customer service department as soon as possible. Please provide photos of the damaged product along with your order details. We will assess the situation and take the necessary steps to send you a replacement or arrange a refund, depending on your preference.
We offer a 90-day return policy. You have 90 days from the 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 the return. Terms and conditions may apply. Please consult our Return and Refund Policy for more details.
Payment and Refund
O’terra accepts the following payment methods:
- Apple Pay;
- Credit card;
- O’terra gift card;
- Google Pay;
- Paypal;
- Shop Pay
Yes, you can use an O'terra gift card to pay for your purchases directly at checkout.
O'terra strives to maintain the most competitive prices for its products. However, adjustments may occur without notice. Therefore, the prices of items in your cart are only guaranteed once the order has been finalized.
O'terra gift cards have no expiration date; as long as there are funds on them, they remain valid, regardless of the date of purchase.
Refunds are processed in accordance with the terms of our return and refund policy. Please consult our Return and Refund Policy for more details.
Programs and promotions
O'terra offers promotions at various key times throughout the year. To ensure you don't miss any offers, subscribe to our newsletter and receive the latest news directly in your inbox.
No, it is not possible to combine multiple promotional codes on a single order. Only one code can be applied to each order at a time, whether for a discount or a special promotion. If you have multiple codes, choose the one that offers you the best benefit. When exceptions are possible, we make sure to mention it clearly.
Yes, O'terra offers a loyalty program that allows customers to earn points for every purchase. These points can then be exchanged for discounts and exclusive rewards. To learn more about the benefits and how to join, visit our Loyalty Program page.
Yes, O'terra offers an ambassador program open to content creators interested in promoting our natural products. As an ambassador, you can recommend O'terra products to your audience and earn commissions on sales generated through your affiliate links.
If you are a content creator wishing to join this Affiliate Program, you can contact O'terra to get more details on eligibility criteria and registration.
O'terra offers wholesale options for businesses wishing to become an authorized retailer. If you are interested, we invite you to contact our team to obtain information on the terms and conditions for becoming an official distributor.