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FAQ

COMMON QUESTIONS

SHIPPING

What is your minimum for free shipping?

Our minimum for free shipping is $35 dollars in Canada and the USA.

How long will my order take to arrive?

You'll receive an email or a text right after you place your order and your order will be shipped the same day. Expect to welcome your package within 2-5 business days with standard delivery. Orders in Canada are shipped through Canada Post and Fedex and USA orders are shipped through Fedex and UPS.

Do you ship to PO boxes? 

We do!

Do you ship internationally?

We're pleased to offer free shipping over $75. Duties and customs fees will vary by country. Please contact us: connect@vellumwellness.com and we'll take care of delivery logistics.

PAYMENT

What currency are your prices in?

Our prices are in Canadian dollars. All US customers will be charged the equivalent USD price at checkout.

When will my credit card be charged?

Once you hit the "confirm" button on the check out screen, the authorization process will begin. Once your card is approved, it will be charged and fulfilment and shipping of your order begins.

Can I remove a saved payment?

Yes. All of your information, including saved payments can be changed or removed through your account page.

RETURNS

What is your return policy?

We offer returns for 30 days on defective merchandise. We use a dedicated platform that ensures quick and easy returns. Just contact us: connect@vellumwellness.com and we'll happily assist with your return. All gift card balances will be returned on to a new gift card. 

OUR METHOD:

Where are you located?

Our products are made and and shipped from our vertically integrated lab in Vancouver, Canada. 

How are your materials sourced?

Our oils are carefully chosen for their sustainability, quality and potency. We source worldwide, and ensure that all imported oils are only of the highest quality.

Do you offer free samples? 

Yes, our formulator is always working on something new and exciting in the lab, and we routinely include samples in all packages.

Are your products natural?

The term "natural" seems to have different connotations thanks to all of the smoke and mirrors in the beauty industry. We can speak to our products being triple tested for quality, stability and purity, with no additives (such as synthetic fragrances or colours.) All of our oils are 100% pure, housed in recyclable glass bottles. Our Mood Memory diffuser is made from high grade, BPA free plastic.

Why Vellum? 

We use fresh, high quality ingredients that are multipurpose and can be used for mood and natural skincare. Our products are free from synthetics, or artificial fragrances. All of our products are vegan, and cruelty free and have a shelf life of between 2-8 years. 

ABOUT ESSENTIAL OILS

Are your products organic?

While some of our oils are certified organic, we choose not label them as such because it doesn't really matter. The certification process across international borders is political as worldwide regulation is difficult. Rather, we focus on supporting farmers who do not use harsh pesticides on their crops and who follow sustainable farming practices.

Are your essential oils therapeutic grade?

One quick google search and you'll find out that "therapeutic grade essential oils" is basically a marketing term, as there is no governing agency or organization regulating this. But, there are differences in essential oil qualities. Simply put, higher grade essential oils are obtained from a complete, uninterrupted distillation process. We source higher grade essential oils because these are the oils which deliver therapeutic benefits as they contain a higher proportion of esters, phenols and constituents. We avoid lower grade essential oils because they're often stripped of their mental benefits during the refining process.

I have a nut allergy, are your products still suitable?

If you have an existing allergy then the fruit or plant matter from which the oil is derived may cause an allergic reaction. We advise you to steer away from products which you may be allergic to.

Are essential oils suitable for children?

Essential oils are great for relaxing children and encouraging mindfulness. Essential oils are very potent, and children and adults alike should only be exposed to minuscule amounts. We recommend running the diffuser for up to 6 hours per day. Each oil comes with a user guide complete with safety information, additional uses and blending suggestions. Please consult this for more information.

Are essential oils safe for pets?

Essential oils are generally safe for pets as long as you use 1-2 drops in your diffuser and diffuse for a short period of time (1-2) hours in a spacious area of your home. Certain oils are better to avoid if you'll be diffusing in a more concentrated area.

Oils to avoid: Eucalyptus, Geranium, Grapefruit, and Lavender

STAYING IN TOUCH

Can I give Vellum as a gift? 

There's no greater gift than wellness and you can shop for a loved one by adding their name and address in the "SHIP TO" section when you check out. Our packing slips don't include pricing, and you can also get in touch after you order to personalize a gift message. 

How does the referral program work?  

Get a $10 credit applied automatically to your account once your friend places their order. If you've been given a referral code, copy and paste the code into the promo code section once you're ready to checkout. Discount codes may only be used by a new Vellum customer. We reserve the right to cancel store credit for accounts with suspicious activity. 

What will I receive in your newsletter? 

You'll receive 20% off one order to start with and it gets better from there. We won't spam you, only deliver news that will educate, inspire and entertain you as you explore all of the miraculous things our self care products can do for your mind and body. 

How can I get in touch? 

Please email us connect@vellumwellness with any comments, questions and product recommendations 

For press enquiries: press@vellumwellness.com

For wholesale enquiries: info@vellumwellness.com