Frequently Asked Questions

Welcome to Biotherm Canada Frequently Asked Questions.
Check below to see if we have the answer to your question.

Shopping

QUESTION
Finding Products
ANSWER
If you know which Biotherm products you're looking for, you've got many ways to find them on our website:

- Search by keyword
- Search by category of product (Face Care, Body Care, Sun Care)
- You can search for men's products here too (don't worry guys, we haven't forgotten you!)

If you're not sure which product suits you best, or just want to browse, check out Explore, New, or our Gift Ideas for inspiration...
QUESTION
Finding the right product for you
ANSWER
We all have different needs, so which Biotherm products are right for you?

Get expert advice and tips from our Skin Diagnostic

When you become a Biotherm e-Club Member, you can save your Skin Diagnostic results to come back and consult whenever you like.
QUESTION
Searching by Keyword
ANSWER
Easy!

Just type in the keyword you're looking for and hit Go… We'll list all the matching results for you to consult.
QUESTION
What's new at Biotherm?
ANSWER
After the latest product releases from Biotherm?

Discover with all our great new Biotherm products in the New category
QUESTION
Gift Ideas
ANSWER
Looking for a great gift? Biotherm's Gift Idea category can help!

We've selected exclusive Biotherm Gift Sets to give you some ideas, or you can choose from Biotherm's extensive range of products.

QUESTION
Find A Store
ANSWER
Find a Biotherm boutique or retailer near you by clicking on "Store Locator" at the top of the page.
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Ordering

QUESTION
How To Pay
ANSWER
We accept Master Card, Visa and American Express. We only accept Canadian credit cards.

Biotherm's website is encrypted and protected by Norton, guaranteeing that your details stay secure and private. Just the way they should be…
QUESTION
Shipping Confirmation
ANSWER
When you check out, we will send you an email to confirm your order.

Once your order has shipped, we'll send you another email to confirm shipment. The shipping tracking information will be included in this email so you can check the status of your order whenever you like.

If you have further questions about your order status, please contact us by email or by calling 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time).
QUESTION
Promotion Codes
ANSWER
If you have a promotion code, just enter the code in the first Checkout page. Please note that you can only use one promotion code per order.
QUESTION
Sales Tax
ANSWER
Biotherm is required by law to charge sales tax on orders shipped to all Canadian provinces.
QUESTION
Order History
ANSWER
What did I buy?

When you become an e-Club Biotherm Member, you can access your previous purchases on www.biotherm.ca using 'My Order History' and check out the details of the products you bought in each order.

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Shipping

QUESTION
Shipping Methods and Rates
ANSWER
Shipping is free (using Expedited Parcel or Xpress Post) for all orders of $50 and more before tax.

Biotherm.ca ships via Canada Post to Canadian addresses only. Canada Post does not deliver on Saturday or Sunday and is not available for orders being shipped to APO/FPO & P.O. boxes.

Orders will be processed the same day the order is placed if the order is received by 11:00 am Eastern time. Orders received after 11:00 am Eastern time will be processed on the next business day.

Signature is mandatory upon reception of the parcel.

Canada Post - Priority Courier
$13.00 shipping cost regardless of $ amount of order. Delivery between 1 day to 2 days after the order date depending on geographic location. Example, orders processed on Monday before 11:00am Eastern time will be delivered the latest on Wednesday.

Canada Post - Xpress Post
$8 shipping cost regardless of $ amount of order. Delivery between 1 to 3 days after the order date depending on geographic location. Example: orders processed on Monday before 11:00am Eastern time will be delivered the latest on Thursday.

Canada Post - Expedited Parcel
$7 shipping cost regardless of $ amount of order. Delivery between 1 to 8 days after the order date depending on geographic location. Example: orders processed on Monday before 11:00am Eastern time will be delivered the latest on Thursday the following week.
QUESTION
Tracking Your Order
ANSWER
To track your order, please use the tracking number included in your shipping confirmation email.

This tracking number can also be accessed via the My Order History section for e-Club Biotherm members.

If you have questions about your order, please call us at 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time) or email us and we will be happy to assist you.
QUESTION
Modifying An Order
ANSWER
If you need to change an order you have already placed, please contact Biotherm's Customer Service at 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time) or use the contact us page>> and select the subject "Shipping/ordering". To expedite your request, enter your order confirmation number in the Message and describe your concern. If you decide to contact us by phone, please have your order confirmation number available. We will always do our best to accommodate your needs.
QUESTION
Hazardous Materials
ANSWER
Please note that due to Air Safety regulations, we cannot ship orders containing Hazardous Materials (sprays-alcohol) through the express or priority service. Orders containing hazardous materials will be shipped through Expedited Parcel service.

Take note that some remote areas can only be delivered by air. For these regions we will unfortunatley be unable to ship orders containing Hazardous Materials (sprays-alcohol).

Thank you for your understanding.
QUESTION
Returns And Exchanges
ANSWER
If for any reason you are not completely satisfied with your Biotherm purchase, please contact our customer service at 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern Time) and simply return the purchased products within thirty (30) days of the delivery. We will be happy to credit your account for the amount of the purchase.

Address:
Postal Box 1266
Montreal, Quebec
H4L4X1

We recommend that you return all products unopened and in the same condition in which they were delivered via Canada Post and that you send your return via Canada Post for your protection and to insure prompt delivery. We're sorry, but return shipping fees are not refundable.

If your package was damaged in shipment by the carrier, and its content rendered unusable, save the box and the merchandise and notify us immediately at 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern Time). The carrier will be notified and the damaged package and the damaged items will be replaced.

Returns or exchanges for purchases made online may not be accepted for return or exchange at a BIOTHERM Counter.

We're sorry, but returns or exchanges for purchases made in a BIOTHERM retail store or partnered retail location may not be returned to biotherm.ca. If the item you wish to return was not purchased through Biotherm.ca, we recommend returning to the place of purchase for resolution. In the event you are unable to return to the place of purchase, please contact our customer service at 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern Time) for assistance.
QUESTION
Problems with an order?
ANSWER
Any problems?

Just contact us directly by email or call us on 1-866-BIOTHERM (Monday to Friday 9:00 am to 5:00 pm Eastern time).
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e-Club Biotherm

QUESTION
Member Benefits
ANSWER
Biotherm e-Club offers a vast range of benefits, including:

- Save your favorite products in a Wish List
- Save your personalized Skin Diagnostic results
- Create ‘Your Profile’ for a quick check-out!
- Receive info on new products
- Receive Biotherm emailings for special offers

Join today!
QUESTION
How do I join Biotherm e-club
ANSWER
It's so easy!

It only takes a couple of clicks to become an e-Club Biotherm Member. Just enter your details in the required fields, confirm, and that's it! You're a Member!

Why not join now and start enjoying the benefits of Biotherm e-Club right away?
QUESTION
Forgot your password?
ANSWER
Forgot your password?

Please enter your email address and we'll send your password by email. Just check your inbox to get your reminder.
QUESTION
Edit My Account
ANSWER
Times change... so do your details!

Moving? New email address? Just use Edit My Account to fill in your new details, hit confirm and we'll update our records.
QUESTION
My Wish List
ANSWER
Keep track of your favorite Biotherm products!

When you become a Biotherm e-Club Member you can save a Wish List of your favorite products to come back and consult anytime.

Just sign in as a Member and use My Wish List to access your personal favorites. To reorder products from your list, click on Add to Cart and continue to Checkout.
QUESTION
My Order History
ANSWER
What did I buy?

When you become a Biotherm e-Club Member, you can access your previous purchases on www.biotherm.ca using My Order History and check out the details of the products you bought in each order.

To re-order the same products, just click on Add to Bag and continue to checkout.
QUESTION
My Skin Diagnostic Results
ANSWER
Don't lose your Skin Diagnostic results - when you become a Biotherm e-Club Member, you can save the results of all the Diagnostics that you've completed. Your Account page gives you access to the results of the Diagnostics you have previously consulted.
QUESTION
Unsubscribe From e-mails
ANSWER
If you don't want to receive any more emails from Biotherm with details of our exclusive offers and selected promotions, just go to the page Edit my profile >> and opt out to for receiving emails from Biotherm.
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Auto-Replenishment

QUESTION
What is Biotherm’s Auto Replenishment?
ANSWER
Biotherm’s Auto Replenishment is a convenient way for you to get the products you want delivered to you on a regular schedule. You always have complete control over your deliveries and will receive pre-shipment emails before orders are placed. There is never an obligation to continue. You can change your delivery frequency and quantity in the My Auto Replenishment section of our site. You can also cancel any Biotherm Auto Replenishment orders if you no longer wish to receive them. Changes to orders can be made anytime within 24 hours of the scheduled order shipment date.
QUESTION
How do I sign up for Biotherm’s Auto Replenishment?
ANSWER
Signing up for Biotherm’s Auto Replenishment is easy. Simply select the Auto Replenishment option and the frequency you want to have products delivered. Then check out as you normally would. You will receive a separate email showing any Biotherm Auto Replenishment products and their delivery schedules.
QUESTION
How do I change an order date?
ANSWER

You can change when your next order is sent if you need it sooner or later. Simply go to My Auto Replenishment. You will see your next scheduled order on the My Next Order tab. Click the "Change" link near the next order date and select the new date for your order.

You can also go to the My Subscriptions tab in the My Auto Replenishment section and change the next order date for any individual item.
QUESTION
How do I combine items to be in the same order?
ANSWER

Biotherm’s Auto Replenishment items that have the same order date and shipping address will ship as one order.

If you have more than one Auto Replenishment item and want them to ship in the same order, simply go to the My Subscriptions tab in the My Auto Replenishment section of our site and change the next order dates to be the same.
QUESTION
Can I change when I get pre-shipment notification emails?
ANSWER

You can change when you get pre-shipment notification emails for Biotherm’s Auto Replenishment orders. The standard setting for pre-shipment emails is 10 days before an order is placed. To change this simply go to the My Subscriptions tab in My Auto Replenishment and click the "More changes" link under the next order date. You will see the settings for your pre-shipment email and a "Change" link. Click the link to make the changes. You can set your pre-shipment email to be between 1 day and 30 days prior to the order being placed.

Each Biotherm Auto Replenishment item has a separate pre-shipment email, so if you need to change the pre-shipment email date for multiple items then you will need to change it for each item.
QUESTION
How do I change the email address for pre-shipment emails?
ANSWER

You can change the email address for pre-shipment emails by calling 1-866-246-8437 between Monday – Friday 9:00 am to 5:00 pm.

QUESTION
How do I change my shipping address?
ANSWER

You can change your shipping address for Biotherm’s Auto Replenishment orders or individual items. To change the shipping address for an order simply go to the My Next Order tab in the My Auto Replenishment section of our site and you will see the shipping address for that order on the bottom. Click the "Change" link to change the shipping address.

To change the shipping address for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "More changes" link under the next order date. You will see the shipping address for that item. Click the "Change" link to change the shipping address.
QUESTION
How do I skip a delivery?
ANSWER

If you need to skip a delivery, simply go to My Auto Replenishment. You will see your next scheduled order on the My Next Order tab. Click the "Skip" link near the next order date to skip an order. The next delivery will be shipped according to your next order date.

You can also go the My Subscriptions tab in My Auto Replenishment and change the next order date for any individual item.
QUESTION
How do I view my future deliveries?
ANSWER
You can view your future Biotherm Auto Replenishment orders on the My Next Order tab in My Auto Replenishment. Your very next scheduled order will be showing when you go to the page. To view future scheduled deliveries click on "View Future Deliveries" on the right hand side.
QUESTION
How do I change how frequently an item is sent??
ANSWER
You can change how frequently an item is sent on the My Subscriptions tab in My Auto Replenishment. Simply change the Delivery Frequency in the pull down menu for each item.
QUESTION
When will I be charged for orders?
ANSWER
Orders will only be billed to the credit card the day the order is shipped. You can cancel any order up to 24 hours before the next order date.
QUESTION
How do I cancel?
ANSWER

You can cancel Biotherm’s Auto Replenishment orders or individual items at any time.

To cancel an order simply go to the My Next Order tab in My Auto Replenishment and click the "Remove" link underneath the quantity to remove the item from the order. When you remove the item you will have the option to remove it from the order or to cancel all future deliveries.

To cancel all future deliveries for an individual item simply go to the My Subscriptions tab in My Auto Replenishment and click the "Cancel" link under the quantity for that item and confirm.
QUESTION
What is the difference between My Next Order tab and My Subscriptions tab?
ANSWER

The My Next Order tab shows the details of your next scheduled order. An order may contain more than one individual item scheduled for Biotherm’s Auto Replenishment if the items have the same delivery date and shipping address.

The My Subscriptions tab shows individual Auto Replenishment items and the details for that individual item including next order date, delivery frequency, quantity and shipping address. Individual Biotherm Auto Replenishment items can all have different account information or you can make the account information the same for each item.
QUESTION
When do items ship for delivery??
ANSWER
Any items scheduled for delivery will be placed for shipment on the next order date. Once your Biotherm Auto Replenishment order is placed for shipment it will usually ship within 24 hours. All Biotherm’s Auto Replenishment orders ship by standard shipping. You can view and modify the next order date for an individual item on the My Subscriptions tab in My Auto Replenishment.
QUESTION
How do I access My Auto Replenishment items?
ANSWER
You will receive an email for any Auto Replenishment item you have. You can click on the email link to access your Auto Replenishment items in My Auto Replenishment. If you do not receive an email, simply contact our customer service by calling 1-866-246-8437 or through the contact form and we'll be happy to help you.
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