FAQ

Have questions? I've got answers! Is your question not answered below? Get in touch via the Contact page -- or via email at: pulpfragrance@gmail.com

How long will the current season's scents stay up?
Seasonal releases stay up a minimum of three to four months, sometimes longer. Exceptions are for Limited Editions, which may not return once sold out. Permanent Collection is available year-round.

The scent I want is Sold Out -- is it coming back?
Regular seasonal releases will be restocked on an ongoing basis, barring any unforeseen component issues. Limited Editions are generally not restocked once they sell out. Please email if there is something in particular you are looking for. Sometimes I hold back small amounts of stock in case of packages going missing, and I am always happy to check for something not currently available on the site.

What carrier do you use in your perfume oils?
Perfume oils are all in an FCO (Fractionated Coconut Oil) base, but I can use an alternate base on request. Please email with alternate carrier inquiries. Note: custom carrier requests may extend Turn-Around Time as some fragrances may need to be rebatched.

Are your products vegan?
All scents are small-batch, handmade, and will be vegan barring any expressly noted as 'non-vegan' in the scent list or product pages. Any non-vegan materials are animal by-products such as honey, butter CO2 extractions, beeswax, etc. I also do not use endangered or threatened plant materials, to the best of my knowledge. If you ever see notes like rosewood, sandalwood, etc., those are reconstructions utilizing synthetics and other naturals.

Do you ship to US/Internationally?
Absolutely! If Canada Post will send it, I'll send it -- exception: UK & EU delivery is suspended currently due to VAT registration issues, but my mega-fabulous US-based stockist Ajevie ships to those areas & I also just opened an Etsy shop for EU and UK customers who wish to order from there. Please note that some countries are on the Canada Post 'Service Suspended' list (available on their site) and I am not able to send things to those locations at this time. If orders are placed from those countries, they will be refunded in full with my apologies.

Also, some countries may have import restrictions on fragranced items, even without alcohol content. I cannot be aware of all local restrictions, please check your country's import laws before ordering. Replacements or refunds are not offered for packages that are seized or destroyed, nor is PULP responsible for any customs, duties or taxes which may be incurred. I am also not able to mark packages as 'gifts' or undervalue contents on customs forms.

How long will my package take to arrive?
It may be hard to say with delays still occurring due to COVID, weather events, postal holidays, various geopolitical happenings, etc. For this reason, I highly encourage tracked shipping for all packages, though I do offer untracked shipping rates as well, at buyer's sole risk.

My untracked order went missing! Help!
Please be aware that PULP cannot replace or refund lost untracked shipments. Untracked packages are sent at buyer's risk. I highly recommend choosing tracked shipping for all packages. Once untracked packages are handed over to Canada Post, their fate is out of my hands & I have no recourse to file a postal claim on missing packages. But, if your untracked package does get lost, please do still reach out and let me know.

Rates that Canada Post provides to US or Int'l which are described as "Small Packet" and do not also say "Tracked" in the title are Untracked rates. If you are unsure if a rate is tracked or untracked, feel free to ask us, or you can check the list on the Canada Post site. Aside from certain Flat Rates for sample sets, all shipping rates are provided directly by Canada Post.

My order arrived damaged! Help!
Please let me know right away & please also retain all damaged and undamaged items and packaging, as this may assist with filing a claim. (Note: claims cannot be filed on untracked orders.)

My order was placed but I have not received a shipping notice yet?
At the time you order, please take note of the stated TAT at the top of the page. Note that business days excludes weekends (though, in reality, we're working those too most of the time). If your order is outside the TAT and no shipping notice has been received, please reach out and let me know!

I have a shipping notice, but there are no updates on my tracking?
At this time, both Canada Post and USPS (and likely other postal systems) are experiencing delays in scanning packages at numerous stages throughout the process, including the day or days right after they are handed over to Canada Post. Often packages will start to show movement within a couple of days, best to wait and try again. If you are in the US, make sure to check your tracking number on both the Canada Post and USPS sites. Sometimes one will have an update when the other does not. If there is no movement for over a week or two, get in touch and I'll check into it.

I'm not sure what scents I might like. What should I put in my sample set?
If you like...

... DARK, AMBER-Y: Bewitching Amber, Ensnare, Sonnet X

... LIGHT, FLORAL: Portrait of Josette, The Widow in White

... GOURMAND, COZY: Embrace, Autumn Morning

... SMOKY, WOODY: Night Shift, Diabolik, House on Widows Hill

... GREEN, EARTHY: An Accidental Interloper, Cathedral of Trees, Eagle Hill Cemetery

... UNUSUAL, ATMOSPHERIC: Hallowed Ground, Ignis, Hall of Mirrors

… FRUITY, SWEET: Still Life, Fortune Favors, South Star

Or, select one of the Bestsellers sample sets & I'll send over the top 5 or top 10 selling samples from that week!

Do you accept returns?
Due to the nature of the products we sell, refunds or returns are not offered. It is always best to purchase samples of fragrances first before committing to a larger size. Samples can be bought individually on each perfume's product page, or in sample sets. Samples are not currently available on bath/body products.

Will there be free samples in the order?
All orders, of any size, get one free perfume oil sample of your choice. Available options are listed on the Current Scent Index & you can leave a note in the Cart Notes field. Or, if you leave this option blank, I'm happy to choose one for you! Meant to request something and forgot to leave a note? Just reply to your order confirmation email and let me know! Always happy to help.

What currency is the site in?
The site's currency is CAD. For convenience of budgeting, the site should show your home currency on product and most other pages, based on your IP address. If that is not working, there is a currency switcher you can use to change it to your desired currency. Please note, however, that Shopify reverts all currencies back to the shop currency of CAD at checkout. This is hard-coded into how Shopify works and not something I have any control over, though I do apologize for any confusion it may cause.

Do you offer free shipping?
Yes! Shipping for all Canadian and US orders over $75 is free, with tracking included. Just choose the Free Shipping option that becomes available at checkout when your cart totals $75 or more after any relevant discounts. Also, sample sets ship free, untracked, within Canada. (You may opt to purchase a tracked rate if you prefer, or choose the free shipping option at checkout.)

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