Shipping & Returns
From delivery to returns, we're here to make your journey to a chemical-free clean easy.
Whether you’re waiting for your first iClean mini or restocking on cartridges for a commercial property, we are committed to getting your orders delivered quickly and handling any returns with ease.
Below you will find everything you need to know about our shipping rates, delivery timelines, and our straightforward return process.
What are my shipping options?
Tersano Inc. ships utilizing various major couriers (i.e. FedEx, UPS, Purolator, etc.). Our choice of courier is based on providing you with the highest quality service and most efficient shipping times at the best price.
How long does shipping take?
Shipping timelines depend on your location and the courier. Check your tracking information for best estimated time of arrival.
How do I track my order?
Once the order has been shipped you will receive an email with your tracking number. Simply click on the tracking number and you will be directed to the courier's website to check the status of your shipment.
What happens if I am not home to receive my shipment?
If you are not home to receive your shipment, your delivery will be left at your door unless otherwise instructed.
What is your return policy?
Tersano Inc. offers a 30 day return policy on eligible products. To be eligible for a return, it must be within 30 calendar days of your purchase. For more information, visit our Money-Back Guarantee.
How do I return my order?
To complete your return:
- We require a receipt or proof of purchase
- Email orders@tersano.com for a return authorization
- Once you have a Return Authorization, check below on locations to return your product to.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once the product is received in our facility and inspected will send you an email to notify you we have received your returned item and confirm the approval or rejection of your refund. If you are approved then the refund will be processed and credit will automatically be applied to your original method of payment.
Some of our products and purchases are exempt from being returned or may have special return conditions:
- Products excluding the iClean mini (consumer and residential purchases only)
- Gift Cards
- Items purchased over 30 days
- Only regular priced items may be refunded; sale items cannot be refunded.
- If the item was marked as a gift when purchased and shipped directly to you, then it is not eligible for return.
- If the item was given to you as a gift then it is not eligible for return.
Regional Return Centers
Canada
3440 North Talbot Road
Oldcastle, Ontario, N0R 1L0 Canada
United States
2396 E 10 Mile Road
Warren, Michigan, 48091 United States
Europe
Postbus 40119, 6504AC, Bijsterhuizen 1156
Nijmegen 6546 AS Netherlands
- If you haven’t received a refund yet, please first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at orders@tersano.com.
Exchanges (if applicable)
We only exchange items if they are defective or damaged. If you received your item defective or damaged, send us an email at service@tersano.com.
We request that you include your original proof of purchase, a detailed description of the damage or defect and the serial number. Once we receive your email and confirm the defect or damage, we will provide you with return and replacement instructions.
Free Shipping
Free shipping applies only to website consumer purchases over $199.00 CAD, USD, and EURO. Free shipping is applicable for standard shipping rates only, and excludes alternative shipping options such as air freight, expedited, etc. Free shipping is exclusive to mainland Canada, United States, and Europe regions and excludes regions including but not limited to Alaska and Hawaii. Free shipping applies automatically at checkout when all conditions are met. Additional exclusions may apply. Please contact wecare@tersano.com for more information.
Looking for More Information?
While we first recommend you visit our FAQ page, our team will be happy to provide you with additional details and answer any questions you may have.
Get in Touch
Please reach to the following email for more information:
Inquiries & Support: wecare@tersano.com
Orders: orders@tersano.com
Tech Support: service@tersano.com
By Phone
Speak directly with a member of our team by calling:
Customer Care: 1-800-727-8835
Worldwide: 1-800-808-1723