FAQ

General Questions

Are the prices listed on the website wholesale or retail?

All of the prices listed on our website are wholesale prices. If you wish to inquire about bulk pricing please give us a call at 226-213-3993. Please also refer to our Bulk Order Policies.

Do you have a newsletter?

Yes! Enter your email address below to get email offers & the latest news from Purple Citrus.


What are your business hours?

Orders are processed Monday – Friday 9:00 a.m. – 4:00 p.m.

We are closed on Weekends.

Where are you located?

Our business offices are located at 80 Norwich Ave, Unit 17, Woodstock, Ontario N4S 8Y6.

Please note: We do not have an order pickup location. All orders are shipped to the address of your choice.

Order Questions

How can I place an order?

All orders must be placed online. We do not accept verbal or emailed orders, they must be placed through our online shopping cart.

There’s a product I’m looking for but can’t find on your site, can you source it for me?

Our Purchasing Team is always looking to source new and exciting products for our customers! Special-Order item requests will be handled on a case by case basis.

Submit your request to info@purplecitrus.ca, along with the quantity you are looking to purchase, and they will direct that to our Purchasing Department.

Our Purchasing Managers will then investigate the requested item(s) and a member of our Purple Citrus Team will be in touch with minimum order quantities, pricing and lead time as applicable.

Payment for Special-Order items must be made up front.  Special-Order items are subject to a 50% cancelation fee as the item is not regularly carried or offered by Purple Citrus. All Special-Order Requests must be submitted in writing.

Upon confirmation via email of your Special-Order Request the customer agrees to these terms.

How long will it take for me to get my order?

Orders are processed Monday-Friday, excluding Canadian holidays.

In Stock items will be shipped once all of your items are located, your payment is approved, and the receiving address is verified.

During peak periods, or if your order contains items that are not currently in stock, you may experience longer than average order processing time.

For bulk orders, please view our Bulk Order Policies.

What happens if something I ordered is temporarily unavailable?

If your order contains items that are not currently in stock, you may experience longer than average order processing time. Normally, we will not contact you to notify you of out of stock items. Your order will be shipped promptly when your ordered items arrive at our warehouse.

Is there an order minimum?

No! We do not impose a minimum order restriction, but if your order reaches $75, you’ll automatically save 10% off your entire order!

Discount does not apply to bulk master cases or special order items.

I forgot something, can I add to or revise my order?

We are unable to accept additions or revisions to orders once they have been placed. Please verify your order is complete prior to submitting it online. Anything missed from your order will need to be placed as a new order.

Can I cancel my order? Is there a fee?

If you need to cancel an order, please contact us as soon as possible. There is a 20% cancellation fee for orders that have been canceled that have gone into processing. If you cancel your order prior to it going into processing, a $10.00 cancellation fee will be deducted from your refund.

For bulk orders, please view our Bulk Order Policies.

What constitutes a Bulk Order?

Bulk sizes of ingredients are defined with an asterisk after the size.  Bulk sizes of packaging are defined as master cases and are listed separately on our Bulk Master Case ordering page. Additionally, purchases of single items which equal the amount of a bulk size or master case are considered bulk orders.

Examples:

  • Ordering 25 x 1kg of raw ingredients would be considered a 25kg bulk order.
  • Ordering 12 x pack of 48 bottles may be considered a master case, depending on the master case size.

Shipping & Payment

What shipping methods do you offer?

For a complete explanation of our shipping policies, please visit our Shipping Policies page.

Our preferred shipping agent for shipments to Canada and the United States is Purolator. For more information about Purolator shipping options, please visit the Purolator website – https://www.purolator.com

For your convenience, we may offer the following additional shipping methods:

United States Postal Service (International Orders Only): Priority Mail International service is available for packages up to 70 lbs to over 190 countries. Estimated transit time is 6 to 10 business days after we process and ship your order.

To review our International Shipping Policies, please visit our International Orders page. For more information about Priority Mail International Service, please visit United States Postal Service website.

Please note: For liability purposes, we are unable to ship your order using any method which does not provide a tracking number for shipment.

If you do not see Purolator or USPS offered as a shipping option at checkout, please be sure that your postal/zip code was entered correctly, as our system requires an accurate postal/zip code to properly calculate shipping charges.

Can I pick up my order?

We do not have a storefront, and do not offer Order Pick Up at this time.

All orders must be placed on our website and are shipped from our fulfilment centre to the address of your choosing.

When will my order be shipped?

  • For orders without Priority Handling, your order will be processed in the order it was received, provided all items are in stock. Orders are processed Monday through Friday, 9:00 a.m. to 4:00 p.m.
  • Adjustments to your order due to out of stock items may add additional processing time to your order.
  • Choosing an Expedited or Priority shipping method may reduce the amount of time your order spends in transit, however, it will not reduce the time it takes for your order to be packaged at our fulfilment centre for shipment.
  • Orders shipped using Canada Post are not picked up at the fulfilment centre and must be physically brought to the post office by our shipping department. Choosing Canada Post may delay shipment of your order up to 2 weeks.

What If I refuse delivery for my order?

Any packages returned to us due to customer refusing shipment (damaged shipments are not included) will be billed for any shipping charges in addition to a 20% restocking fee.

Will you drop/blind ship?

No, Purple Citrus does not offer drop/blind shipments.

**Please also refer to our Shipping Policies

First Nation (Indian Status) Card Holders

Please contact us at info@purplecitrus.ca prior to placing your order so that we can adjust your account to exclude tax calculations.

What payment methods do you accept?

We currently accept the following payment methods:

  • Visa / Mastercard
  • Paypal
  • Email Money Transfer (Canada only)*

* In the case of out of stock items, orders paid by Email Money Transfer will receive an account credit for out of stock items in lieu of a refund.

How can I track my order?

You will receive an automated email with a tracking number when your package leaves our warehouse.  Click the link provided to track your package and stay updated on the progress of your delivery.

Your orders can also be tracked right from our website on our Order Tracking page.

Do you ever offer free/discounted shipping?

Companies offering “free shipping” are able to do this through hidden charges added into the overall cost of your products.

Purple Citrus believes in being honest and up front with our customers. We’re able to offer great pricing on products and accurate shipping costs calculated using our heavily discounted rates with our couriers.

No hidden fees, just great prices for great products!

What if my order is damaged during shipment?

We pack all of our products according to shipping guidelines. Inspect your order as soon as it arrives. If the box has ANY signs of damage, DO NOT accept the package. Contact us immediately if you refuse shipment.

All claims, due to shipping damage, must be made within 24 hours of receipt of package.

Please see our Return Policy for additional information.

Why do you use peanuts and bubble wrap to package your products?

Purple Citrus strives to be as environmentally friendly as possible. We have done extensive research on different packing materials to determine what is the most cost effective and also ensure your product gets to you damage free. The packing peanuts we use are 100% biodegradable. They are made of cornstarch, will dissolve in water, and are not detrimental to the environment.

Bubble wrap for our glass products has proven to be the most effective at ensuring fragile products are received in perfect condition. Once you receive your delicate items, this bubble wrap can be recycled or reused by customers when transporting your own products.

What if my shipment is missing, but the courier says it's been delivered?

Our courier automatically offers both online tracking and GPS confirmation of delivery. During checkout, you may add a signature confirmation at delivery to ensure that your parcel is received by the person intended.

Our responsibility for loss or damage to your order ends once your order is confirmed to have reached your chosen delivery address safely. We will not provide a replacement or refund for any items or packages that are confirmed to have been delivered to the correct shipping address. Any items lost after delivery to your chosen address will be your responsibility to replace.

Account Questions

I forgot my password. Help!

If you can’t remember your password, click here and enter your email. We’ll send you a link to change your password.

Do I have to have an account to browse your website or shop?

You do not need an account to browse our website. When you’re ready to order, you’ll be asked to create an account or log in. Our website does not permit guest checkout at this time. All orders must be placed online through our website.

How can I print an invoice?

You will automatically receive a printable invoice by email when your payment is complete.

Need to reprint your invoice?

  1. Log in to your account here: Login
  2. Visit your order history here: Order History
  3. Locate the order you would like to print an invoice for, then click the “view invoice” button associated with that order.
  4. Click the “print” button in the upper left hand corner.

Product & Industry Questions

Industry Terms & Definitions

Essential Oil : Essential Oils (Aromatherapy Oils) are the highly concentrated, volatile, aromatic essences of plants. The purest essential oils come from carefully cultivated and wild grown plants from climatic and geographic regions throughout the world.

Carrier Oil : Carrier Oils are also referred to as vegetable oils and base oils. They have extensive applications in Aromatherapy because they are used to dilute essential oils or absolutes for putting on the skin. All carrier oils have different properties. The choice of carrier oil can depend on the therapeutic benefit being sought.

Fragrance Oil : Fragrance Oils are blended synthetic aroma compounds or natural essential oils that are diluted with a carrier like propylene glycol, vegetable oil, or mineral oil. Aromatic oils are used in perfumery, cosmetics, flavoring of food, and in aromatherapy.

SDS : SDS stands for Safety Data Sheet. It provides detailed product information needed by material handlers and emergency workers on physical and chemical data. This includes melting points, boiling points, flash points, reactivity, first aid instruction, toxicity, storage recommendations, disposal instructions, control measures, protective equipment instructions, and spill and leak procedures.

Certificate of Analysis : A Certificate of Analysis is the result of testing against acceptable parameters. Certificates of Analysis can look quite different from product to product, industry to industry. However, with Essential Oils, measurement quite often consists of the dominant constituent of particular oil.

Phototoxic : Most citrus essential oils are considered to be phototoxic. This means that when applied to the skin prior to sunlight exposure, they can increase skin pigmentation. Oils that should be avoided approximately six hours before prolonged sunlight exposure include bergamot, lemon, grapefruit, orange and mandarin.

What is a carrier oil?

Carrier oils, also referred to as vegetable oils and base oils, have extensive applications in Aromatherapy, and cold process soap making. They are often used to dilute Essential Oils or absolutes for application.

Each Carrier Oil has different properties and the choice of carrier oil can depend on the benefit being sought as well as the application and formulation requirements.

Are the essential oils offered at Purple Citrus 100% pure?

Yes.  All of our essential oils are 100% pure, unless otherwise indicated.

Is it safe to use essential oils directly on the skin?

Purple Citrus does not recommend or advocate the use of Essential Oils directly on the skin (neat.) Due to their potency, many essential oils can/will cause skin irritation. Essential oils should be diluted/mixed in a carrier (vegetable) oil before being applied directly to the skin.

How are your colourants priced?

Our powdered colourants are sold by weight, not volume. One ounce of powdered colourant may require a 2 – 3 ounce container. Take this into consideration when you are comparison-shopping and for shipping size.

Are your oils organic?

Although all of our products are of premium quality, not all of the oils are designated as organic. All of our oils are 100% pure and natural, of therapeutic grade and free from any chemicals or pesticides.

My Coconut/Palm Oil is solid. How do I get it out of the container?

Some products naturally solidify in colder temperatures. Purple Citrus recommends gently warming these items in a warm water bath to provide even heating. Once the product has returned to a liquid state, we recommend mixing thoroughly to ensure all components are thoroughly combined and distributed evenly prior to use in your formulations.

Can any of your products be eaten, smoked, or used to cook?

Purple Citrus’ products are intended for external use only. We do not recommend or condone the ingestion or internal use of any of our products. The products carried by Purple Citrus are intended for cosmetic purposes only.

Why are the tubes on my sprayers/pumps longer than the bottle?

Purple Citrus stocks pumps and sprayers with longer tubes to fit a larger percentage of our stock containers as we carry a variety of bottles that may vary in height but have the same neck size.

This means our customers have more options to mix and match pumps, bottles and sprayers without the added worry of the tubes not fitting.

We also know that desired tube length differs from customer to customer, so, we offer longer tubes that can be cut and customized to your desired, perfect length!

I bought my packaging from another company; can you guarantee that your closures will fit my bottle?

Unfortunately, we can not guarantee bottles or packaging from other companies are compatible with the closures we carry. We do offer single piece purchasing options and recommend that option for research and development purposes, and to ensure product compatibility.

Can Purple Citrus give customers formulating advice?

For legal reasons we are unable to provide formulating advice, however; we can provide guidance regarding percentage, usage and general information.

What methods of extraction are used for carrier and essential oils?

Steam Distillation: The most common process of extracting an essential oil is by distillation, a process that isolates the aromatic, volatile element of the plant with steam.

Cold Pressed: Expression or cold pressing is used primarily for citrus fruits like orange and lemon, where the essential oil is obtained in tiny pockets in the peel or rind. Oils extracted by cold pressing are the most volatile of essential oils and can evaporate quickly when exposed to air.

Solvent Extraction: Flowers too delicate to be processed with heat or pressure are soaked in a spirit of solvent that extracts the volatile elements. The solvent is then evaporated at high temperatures, leaving only the most fragrant constituents behind. This process produces what is called an “absolute”.

CO2 Extraction: The CO2 extraction method yields a greater number of aromatic compounds than any other distillation process. In certain conditions at a low temperature Carbon Dioxide or CO2 can be pressurized to become a liquid. This liquid then acts as a solvent and is used to extract the oil from plants. After extraction is completed, the extraction vessel is brought back to normal temperature and the CO2 rapidly converts to gas leaving behind a high quality oil that is free of solvents.

What is the difference between an essential oil and a fragrance oil?

Essential oils/essences are expressed directly from plants or plant parts and are all natural, whereas fragrance oils are manufactured in a lab from different aromatic chemicals.

How do I store my essential oils once I have purchased them?

It is recommended that oils should be stored at 20 degrees Celsius (room temperature) and out of direct sunlight. Refrigeration after opening is best.

Do you offer free samples?

We do not offer free samples; however, we do offer products in individual pieces (packaging and equipment) as well as small sizes that are perfect for testing and research and development.

Why is there more than one variety of an oil?

A good example is Lavender Essential Oil. There are over 35 varieties that grow around the world. In such cases, we try to carry a high grade, a medium grade and a low grade to suit the various requirements of our customers. Low grades are usually used in blends and in natural cosmetics, while the more therapeutic grades are preferred by Licensed Massage Therapists and Aromatherapists.

Can I use Fragrance Oils in my Lip Balm Recipes?

No. Although our fragrance oils smell great, Purple Citrus only recommends the use of flavour oils in your lip balm formulations.

How do I apply shrink bands to my Lip Balm Tubes?

Purple Citrus carries shrink bands specifically for oval and round Lip Balm Tubes, so you know they’re the perfect fit!

Shrink bands require the use of heat. Simply slip the band over the Lip Balm Tube, and with the use of a heat gun, or even a hair dryer, apply heat to the band evenly until it has shrunk and conformed to the Lip Balm Tube.

Why don’t your bottles or jars come with lids?

Purple Citrus carries a variety of closures that are compatible for each container. We sell these items separately to give the customer the freedom to customize their closure and container combination as much as possible!

How do I know what lid will fit my bottle/jar?

Although you can determine the fit mostly by the neck size of a closure and bottle or jar, this does not always mean they are compatible. To keep things simple, we’ve listed compatible items on the specific product pages for you!

What does "neck size" mean? How do I figure out what "neck size" my container or closure is?

24-410 / 89-400 / 38-415… What the heck do these numbers mean?

Neck size can be confusing at first glance, but it’s important to understand how these terms correspond to your packaging to ensure the perfect fit for your closure.

The first number tells you how many millimeters the diameter of the outside diameter of the thread on the opening of your container is.

  • To find a cap’s diameter, measure the diameter of the outermost threads of the container’s opening.

The second number tells you how many times the cap turns around the bottle. The three main finishes Purple Citrus carries are:

  • 400: 1 complete turn
  • 410: 1-1/2 turns
  • 415: 2 complete turns (narrow threads)

To measure the thread turns, see how many times the threads pass one another to determine the finish.

For example, a container with a 24 mm orifice diameter with 1.5 thread turns would be a 24-410 neck finish.

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