Free Milk & Honey Body Lotion sample with every order

Frequently Asked Questions - Topics

 

FAQs - Shopping for Our Products

Do you offer online coupons?

Yes, offer online promotion codes and deals to our Hive newsletter members. These offers are redeemable for orders placed on burtsbees.ca and cannot be used on other websites. Get your coupon code today by signing up for the Hive!

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How do I get free samples and coupons?

We do not send free samples or mail coupons at this time.

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How do I order from your website?

To order from Burtsbees.ca, you must be located in Canada. If you are located in Canada and do not see the Canada flag in the bottom right hand corner of the website, you need to change your location. To do that, simply click on "Change Country" and select the Canada flag. The site will then refresh and you will be on the Canada website. You will then be able to order from the website.

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How do I track my order?

All packages sent via FedEx will have a tracking number assigned. If you selected FedEx as your shipping method, you can contact us to find out your tracking number. Please note that it takes 24 -36 hours after you place your order for the tracking number to be available from FedEx .

 

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How can I receive a printed catalog?

Each year we save over 10 tons of paper or 177 trees by not printing a catalog! We also save 31.26 cubic yards in a landfill, 42,722 Kilowatts of power (enough to power an average home for over five years) and 72,940 gallons of water. Ordering here online is a safe, secure and Earth-friendly way to buy our products.

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How do I find your products locally?

If you'd like to purchase your favorite Burt's Bees products locally in Canada, you can find many stores in your area that carry our products using our Store Locator. Visit the link on the upper right hand corner of the page to view the Store Locator. Selections vary, so please call ahead to the store to make certain it carries the products you're interested in purchasing.

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What methods of payment do you accept?

Payment for online orders must be made with a credit card. We accept the following:

Visa
MasterCard

We will charge your card and email an order confirmation number to you.

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How does Burt's Bees ship products and what are the rates?

You can select which carrier you prefer during checkout. All orders are computer scanned for accuracy before leaving our warehouse. We normally ship orders within 2 business days of receipt. Our standard shipping is ground service. Most orders will arrive within 7 business days.

When you enter in your order, the shipping options and rates for your order will be shown in the checkout flow.

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Can I cancel or change an order?

Once you submit your order, it cannot be changed or cancelled. Burt's Bees guarantees your complete satisfaction with every purchase of our products. If you are not 100% pleased with your purchase, please return items within 60 days for a replacement or refund.

If you purchased the product from a retail store, please contact the store directly for their return policy. We recommend returning the product to the store if possible in order to avoid return shipping fees. However, if the store cannot accept your return, you may return the product directly to BurtsBees.ca via our standard return process.

Click to see our Return and Exchange Policy.

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I'm buying a gift for someone. What if they don't like it?

We unconditionally guarantee all of our products at Burt's Bees. Because of our commitment to quality, we believe Burt's Bees offers the finest natural personal care products on the market today. We're confident you'll love our products. If for some reason you're not satisfied, we will gladly help you find something to better suit your needs.

Click to see our Return and Exchange Policy.

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I'm not comfortable ordering online. Can I call in my order?

Burt's Bees can only accept orders online. Shopping on our site is safe and secure. We use SSL encryption to keep your information safe, and we never distribute your personal information to third-party vendors.

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Why don't I see an "Add to Cart" button?

When there is no 'Add to Cart' button, there are two possible reasons. First, you must be located in Canada. If you are located in Canada and do not see the Canada flag in the bottom right of the website, you need to change your location. To do that, simply click on "Change Country" and select the Canada flag. The site will then refresh and you will be on the U.S. website. Second, it may indicate that JavaScript is not enabled on your browser. Our shopping cart application requires JavaScript, so to shop at the Burt's Bees online store, you need to enable this function on your browser.

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Why am I getting stuck on the first 'Billing Information' screen?

Some AOL users may experience a display error that does not allow them to see all required fields. If you do not see the field to enter your last name, click in the first address field and use the Shift + Tab keys to move your cursor to the preceding field. Enter your last name, and tab to get back to the address field. Enter the rest of your information as normal. You should then be able to proceed through checkout.

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Why do I get a "page not found" error when I add something to my shopping cart?

The shopping cart pages are encrypted for your privacy and security. If you do not have SSL 3.0 enabled on your browser, you will get a "page not found" error. To correct your security settings in your browser, go to Tools > Internet Options. Select the tab labeled 'Advanced.' From there, you should scroll to nearly the end of the options available. Make certain the check box next to 'Use SSL 3.0' is checked. This should correct the error.

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I forgot my password. How do I retrieve it?

Click here to enter the email address you use for your Burt's Bees account and we'll email you a new password and a link to use to log in. If you have forgotten your password and no longer use the email address you used to create your account, you will need to create a new account.

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How do I update personal information for my account?

Simply log in to your account and click on the Update Profile link. You will be able to change your mailing and contact information, as well as update subscription preferences.

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Can I store frequently used shipping addresses for quicker checkout?

Yes. You may set up your address book by logging into your account and clicking the Add New Address button. You can edit stored addresses here, too. Or, add a new address while placing an order by clicking the Save to Address Book button when you enter the shipping information.

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Who can see my Wish List?

Your Wish List is viewable only by friends and family you've invited to see it. To invite others to view your Wish List, log into your account and click on the Wish List link under My Account. Just fill out the Share Your Wish List form and we'll send an email inviting your friends and family to see your list.

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How much do you charge for shipping?

For the full list of shipping charges, please see the Shipping Policy.

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I'm having other issues and need to speak with someone. Who can I call?

If you have an urgent request or inquiry, please call us at 1.800.849.7112, Monday through Friday 9 AM - 3:30 PM EST or you can email us using the Contact Us link.

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If you have any questions, comments, requests, or concerns related to our FAQs or the information practices of this Site, please contact us as follows:

The Clorox Company of Canada, Ltd.
150 Biscayne Crescent
Ontario, L6W 4V3
1.905.595.8200