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FAQ

Unclear about something? Find answers here!

Orders


How do I know that Bioterra has received my order?

As soon as you place your order, you'll receive a confirmation email from us letting you know that we have received your order. You'll receive another email when your order has been shipped!

How do I track my order?

You will receive an e-mail or a text message to let you know that your order has shipped. Within that message, you will receive a tracking number that will allow you to track your order.

I have questions about the status of my order. Who do I contact?

If you have a question about the status of your order, please call us at 1-855-415-9144 or email us at info@bioterraecoshop.ca. You will need to provide us with your order ID (which you will find in your order confirmation email).

What if I didn't receive a confirmation email for my order?

Sometimes, e-mails end up in the wrong place! Please check your "Spam" or "Junk Mail" folders and ensure you provided us with the correct e-mail address. If you still have not received a confirmation e-mail from us, feel free to contact customer service by calling 1-855-415-9144 and we will be happy to assist you!

Can I contact you via social media regarding my order?

Yes, you can write us a private message on Instagram or Facebook, however for a faster response to your question, please call us at 1-855-415-9144 or e-mail us at info@bioterraecoshop.ca.

Which payment methods do you accept?

We accept Visa, MasterCard, American Express, AMEX, ApplePay, GooglePay, ShopPay and Interac E-Transfer. If you prefer to use a different method, please call us at 1-855-415-9144.

Shipping & Delivery


What are your shipping fees?

Shipping fees vary depending on delivery destination. If your order is over $69, shipping is always free. View our Shipping Policy here. If you would like to know the exact cost, click on calculate shipping while in the shopping cart and enter your postal code.

Are taxes charged on shipping fees?

Applicable provincial and federal sales taxes are charged on delivery fees.

Can my order be shipped to a PO Box?

Yes! Canada Post will be servicing you at the nearest postal office where applicable.

How can I modify or cancel my order?

Changed your mind or would like to add something to your order? Please contact us as soon as possible! We will be happy to provide you with suitable options based on the status of your order. Additional fees may apply to modifications being made to an order that has already been scheduled for delivery.

Can I pick up my order?

Save on delivery fees and pick your order up from our main warehouse, located in St. Catharines, Ontario. Upon checking out your cart, there will be an option to pick-up. You will receive an SMS notification once your order is ready for pick-up at the warehouse. Your email receipt is required at the time of pick-up.

Returns


I received a wrong or faulty item. What do I do now?

We're sorry to hear that you've received an incorrect or faulty item. Please call us or send us a message with your order number, a detailed description of the issue along with a photo and we’ll take care of the rest.

What is the return policy?

We accept returns of unopened and unused products up to 10 business days after the date of purchase. Due to health and safety concerns, there are items that are final sale. See our full Return Policy here. When a return is possible, a prepaid shipping label will be provided to you, to facilitate return of your item(s) to Bioterra Eco Shop.