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FAQ

COMMON QUESTIONS

SHIPPING

What’s the magic dollar amount to receive free shipping?

Orders $35 and over qualify for free shipping within North America. 

How long will my order take to arrive?

Expect to welcome your package within 2-5 business days based on standard delivery. Canadian orders ship with Canada Post and Fedex. USA orders are shipped with FedEx and UPS. You will receive an email or a text confirmation once your order is placed and your order will ship within 48 hours M-FR. 

Do you ship to PO boxes? 

We do!

Do you ship internationally?

We ship worldwide and are pleased to offer free shipping on orders 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.

What about my payment information if I have an account?

All of your information is securely encrypted on our site. Should you wish to change or remove any of your information you can do so using your account login.

RETURNS

What is your return policy?

We pride ourselves on providing high quality essential oils and therefore all sales are final unless merchandise is defective. For defective merchandise we will honor an exchange up to 30 days from your date of purchase. Defective means the physical product is damaged. We do our best to make the exchange process quick and easy. Just email: connect@vellumwellness.com and we'll happily assist you. 

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 aromachologist (formulator) is always working on something new and exciting in the lab, and we routinely include samples with each of your purchases based on your preferences.

Are your products natural?

Our products are triple tested for quality, stability and purity, with no additives such as synthetic fragrances or colours. All of our oils are 100% pure and housed in recyclable glass bottles. Our Mood Memory diffuser is made from high grade, BPA free plastic and the perfect essential accompaniment to any of our oils and blends. 

Why Vellum? 

Quality, integrity and originality. There, we said it. We aren’t your average “essential oils”. Vellum oils are produced using the most fresh, highest quality ingredients that are multipurpose. Our aromachologist has specifically designed essential oil blends for you to enhance your mood and also to be used as natural & effective skincare. Free of synthetics and artificial fragrances, all of our products are vegan and cruelty free, and have a shelf life of between 2-8 years. We guarantee you will have them used up well before then because we will educate you on how to make your oils best work for you! It’s all about feeling amazing and creating the mood. 

ABOUT ESSENTIAL OILS

Are your products organic?

No. Essential oils aren’t one of those things that are ‘crucial’ to be organic. In fact, the purity and integrity of essential oils is moreso based on the process they undergo from ingredient state to oil vs. how they’ve been harvested (organic or not). We choose to focus more so 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. Here 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