Shipping and Returns

SHIPPING

Important: DELIVERIES DURING CANADA POST STRIKE

During Canada Post strike, we are making every effort to ensure continued deliveries by working with alternative carriers. However, delays may occur outside major urban centers, and some remote areas (Northwest Territories, Yukon, and Nunavut) are temporarily inaccessible. Express and Priority services are suspended during this period. We cannot deliver to PO boxes. We appreciate your understanding and patience.

FREE DELIVERY: 

We frequently update our promotions to ensure we're offering you the best possible value! To see if you qualify for free shipping on your order today, please add your desired items to your cart and proceed to checkout. The shipping costs and any applicable thresholds for free shipping will be clearly displayed before you finalize your purchase.

ORDER PROCESSING :

Orders will be processed within 1 to 2 business days.

Orders will be shipped Monday through Friday, excluding Canadian holidays. Packages are delivered without a signature upon delivery.

HAZARDOUS PRODUCTS & SHIPMENT RESTRICTIONS

Some products are considered dangerous. These are all aerosols or products containing alcohol, such as perfumes, liquid cleansers, toners, etc. These products must be shipped as standard because of air transport restrictions and regulations. If you have selected some of these products in your cart, the standard shipping will be applied automatically to your order at the time of payment.

RETURNS & CHANGE OF ORDER

Unfortunately, we are not able to cancel orders or change them once they are placed on the site. However, you can refuse the package at the door. If the packaging remains intact, the delivery carrier should not charge the return of the package to the shipper. If your package has already been delivered, you can request to return the unopened box to the shipper at your local post office, free of charge. If the box has been opened and/or reconditioned, you will have to pay the shipping costs. Please note that we do not offer to refund these shipping charges in this case.

If for any reason you are not completely satisfied with your Biotherm purchase made on biotherm.ca, don't hesitate to get in touch with our customer service at 1-888-BIOTHERM (Monday to Friday 9:00am to 5:00pm Eastern Time) and simply return the purchased products within (30) days of the delivery. To return an order, print and complete the return form found here

For orders placed at another retailer than biotherm.ca, please contact the retailer directly as we will not be able to refund your purchase.

Please note that all promotional products, including free samples and gifts with purchase, must be returned. We will be happy to credit your account for the purchase amount. Refunds will be issued within 30 days in the form of credit to the credit card holder.

To return an order to the shipper, please send the product (s) in question, by the delivery carrier with the expedited parcel service, with signature, to the following address:

L'Oréal Canada return department

3500 Douglas-B.-Floreani Street, Door 31-32

Saint-Laurent, QC, H4S 2B9

The refund will be made on your credit card within 30 days. You will receive an email when the credit is issued