Got questions? You’re in the right place. We’ve collected the answers customers ask most so you can find what you need fast.
Frequently asked Questions
What makes Spierb different?
We keep things simple: single-ingredient botanical powders, carefully sourced and milled for consistency. No fillers. No added colours or fragrances. Packed with care and clearly labelled so you know exactly what you’re using.
Are your products vegan and cruelty-free?
Yes—our collection is vegan and cruelty-free. None of our products are tested on animals.
Do you add preservatives or fragrances?
No—our products are 100% just the plant/clay as stated on the label, nothing extra.
How should I store the powders?
Keep pouches sealed, in a cool, dry place away from direct sunlight. Use a clean, dry spoon. Natural plant powders can vary batch-to-batch—this is normal.
What’s the shelf life?
Almost all products have shelf life of 2 years from date of packaging. Please refer to the best-before end date on each pack. Use within the recommended time for best freshness.
How do I use the products?
All our products have standard directions of use printed on the pack. On top of this, you can also download our digital Usage Instructions for every product.
You’ll also find tips and recipes in our Blogs.
What payment methods do you accept?
All major cards plus wallet payments supported by Shopify (e.g., Visa, Mastercard, Amex, Apple Pay, Google Pay). Payments are processed securely via Shopify. We do not collect or store your card details.
Do prices include Canadian taxes?
Prices are shown for the Canada store. Applicable Canadian taxes such as GST/HST/PST/QST, where required, are calculated at checkout based on your delivery address.
I didn’t receive my order confirmation—what should I do?
Check your spam/junk folder and add care@spierb.com to your safe senders. If the email address was mistyped or you still can’t find it, email us and we’ll re-send your confirmation.
Can I change my address or cancel after ordering?
If your order hasn’t shipped, we’ll cancel it so you can place a new one with the correct address—just email care@spierb.com immediately with your order number. Once dispatched, address changes aren’t possible.
Can I edit or cancel my order?
If it hasn’t shipped yet, we can cancel so you can re-order. Once dispatched, changes aren’t possible. Email care@spierb.com right away and we’ll do our best.
Will I pay customs or duties?
For orders delivered within Canada from the Canada store, any applicable taxes and shipping charges are shown at checkout. If duties or additional charges ever apply, they will be displayed where Shopify supports this before you complete your order.
Do you offer free delivery? How long does it take?
- We currently offer delivery to Canadian addresses.
- Available shipping options, costs, and estimated delivery times are shown at checkout.
- Orders usually ship within 1–2 business days, Monday–Friday, unless otherwise shown at checkout.
- Remote areas, severe weather, carrier delays, or holidays may add extra time.
- Some PO Boxes or remote addresses may have limited delivery options; checkout will show the available methods for your address.
Do you ship outside Canada?
Checkout on this website is currently for Canadian delivery addresses. Customers in the UK or Europe should use their local Spierb store where available.
Who delivers my parcel and how do I track it?
We use Amazon Multi-Channel Fulfilment (MCF). Once your order ships you’ll receive tracking; updates come directly from Amazon/carriers until delivery.
Can I change my address or cancel after ordering?
If your order hasn’t shipped, we’ll cancel it so you can place a new one with the correct address—just email care@spierb.com immediately with your order number. Once dispatched, address changes aren’t possible.
What if my parcel is late or says delivered but I can’t find it?
Please check: safe places, neighbours, reception, and the tracking page for updates. If still missing, email care@spierb.comwithin 3 days of the estimated delivery date and we’ll help investigate.
What happens with invalid addresses or failed deliveries?
If a parcel returns to us due to an invalid address or failed delivery, we’ll contact you with the available options. A reshipment fee of CAD $[amount] per item, or a refund minus CAD $[amount] per item, may apply once the fee is approved and confirmed in our policy.
What’s your return window and condition?
You can return items within 14 days of delivery. Products must be unused, sealed, and in their original packaging, with proof of purchase. Click here to read our full Return/refund policy.
How do I start a return?
Head to Start a return and complete the short form. We’ll reply with next steps and a return label if applicable.
Who pays return postage?
- Change of mind / ordered the wrong item: customer covers return postage.
- If we made a mistake or the item is defective: we’ll cover the return (prepaid label).
- Click here to read out full Return/refund policy.
When will I get my refund?
Once your return is received and inspected, refunds are issued to your original payment method—typically within 5–10 business days. Your bank/card provider may need extra time to post the credit.
Can I exchange an item?
The quickest way is to place a new order for the item you want and return the original for a refund.
My parcel was returned to sender—what now?
If a delivery fails or the address was invalid, we’ll contact you with the available options. A reshipment fee of CAD $[amount] per item, or a refund minus CAD $[amount] per item, may apply once the fee is approved and confirmed in our policy. Click here to read our full Return/refund policy.
What’s your return window and condition?
Fill out the Contact Us form to get in touch with us. We usually reply within 1 business day (Mon–Fri).
Can I be notified when something is back in stock?
If an item you love is out of stock, Contact Us with your location and the product name; we’ll let you know as soon as it returns.
Do you offer wholesale or bulk orders?
Yes—please email Contact Us with your business details and estimated volumes.
More questions?
If anything isn’t covered here, drop us a note by filling out Contact Us form—we’re happy to help
