Tiber River at Home Return and Product Guarantee Policy

We want you to love every product you purchase from us. If you aren’t as excited about a product as you thought you’d be, feel free to return it within 45 days from the date of purchase full refund. Follow the steps below to ensure the fastest possible service:

Step 1:  Please contact us at customerservice@tiberathome.com to receive a return form, return number and shipping address so you can ship the product back directly to us.

Step 2: Place item in a durable envelope or box.

Step 3: Include the following things in return packaging:

  • Return number
  • Completed return form Original copy of your order form (ensure customer name and address are on this)
  • Item to be returned

Step 4: Ship package back

Terra Laboratories & Consultants

Attn: Return Department

326 Saulteaux Crescent Winnipeg, MB R3J 3C7

Step 5: Alternatively, after receiving your return information, you can drop off your return package at either Winnipeg Tiber River retail location. Please enclose the original receipt, return number and completed return form.

Step 6: Once we receive your return and process it, you will be refunded by original method of payment. Please allow one to four weeks for processing. If there is a formulation error with the product, you can request either a product refund or exchange. In this case, all associated shipping costs will be refunded at the same time as the product refund or exchange. Please follow the same steps as above.

Tiber River Store Return Policy

Customer Service Contact: 204.284.4247 or kenaston@tiberriver.ca We want you to be pleased with every product you purchase from us. If you should need to return a product, please do so to the location where it was purchased (i.e. retail location, website, spa, salon, etc).

We accept returns on unopened items in their original condition and on opened items that may have caused an allergic reaction.* Returned items can only be accepted within 30 days of original shipment date. Please enclose a copy of your receipt and note the reason for the return. We request you incur the cost of shipping the item back to us.

Tiber River cannot accept returned items if more than 30 per cent of the product has been used. Your credit card will be refunded as soon as we receive your returned shipment. Please allow up to 30 days for your refund to be processed. Shipping charges are not refunded in the case of a return, exchange or credit. We will be happy to exchange unopened products and recommend an alternate product from our line within 30 days of your original shipment. Please call our customer service line for instructions on how and where to send us your exchange.

If an item was shipped to you in error or if an item was damaged during shipment, please call our customer service department as soon as possible. We will immediately ship you the correct/replacement product and instruct you how best to the return the unwanted/damaged product to us.

*In the case of an allergic reaction to a product, we ask that you enclose your original packing slip noting which product caused the reaction and briefly describe your symptoms. This information will help us evaluate testing results on the product being returned.

Back-Order Policy

We do everything we can to avoid backorders. However, due to our high standards for the finest botanical ingredients, sometimes we need to be patient while Mother Nature does her magic. We automatically create a backorder for the item and ship it when it becomes available. You do not incur additional shipping charges for backordered items. If you prefer not to wait for a backordered item, please call our customer service department or send a message via email to cstuomerservice@tiberathome.com and let us know.

Shipping Options and Approximate Delivery Times

Standard Party – orders are charged $5 for orders under $50 before taxes and are FREE for orders over $50 before taxes.

Online orders are charged a flat fee of $10 for orders under $100 before taxes and are FREE for orders over $100 Order Arrival: 6-15 Business Days.

P.O. Boxes

As we ship with Canada Post, we are able to deliver to any PO Box address in Canada. These deliveries will be available for pick up at your nearest post office.

International Addresses

Unfortunately, we cannot ship internationally at this time.

Out of Stock Items

If your item is out of stock, we will contact you to discuss how you would like the order handled. Tiber River at Home does not back order.

Order Cancellation and Changes

We do not normally accept order cancellations or changes once an order has been processed. If you have a question about your order, please contact us at 204.632.8592 and quote your order number.

Order Tracking

When your order is shipped from our warehouse, we will send you an email to confirm your shipment. This email will include a tracking number and link to enable you to track your package.