Find information about our in house formulations, products, shipping, returns and billing.

FAQ
What do you mean by “the world’s first true luxury company”?

We trade in time which is the only true luxury that exists. While we practice traditional luxury methods, like meticulous design and quality materials, the main reason we exist is to help you make the most of your time.

Where are you located?

Vellum was born on the internet. Vellum exists in many paradigms, in both the physical and digital world. Our products are made and manufactured at our vertically integrated lab in Vancouver, Canada.

What do you mean by “vertically integrated”? 

Vertically integrated means everything happens here, each step, from concept to creation, from design to formulation. All of our testing, manufacturing, branding, shipping and even social media happens at our 50,000 square foot facility in Vancouver, Canada.

How are your materials sourced?

Our oils are carefully chosen for their sustainability, quality and potency. We source worldwide, and diligently 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 of yet to be released products in all Early Adopter packages.

How can I get in touch?

Get in touch at connect@vellumwellness.com

Press: press@vellumwellness.com

 

 

Products
Are your products natural?

All of our oils are 100% pure, with no additives (such as synthetic fragrances or colours). All oils are housed in recyclable glass bottles. Our packaging is sustainably produced and multifunctional. Our Mood Memory diffuser is made from high grade, BPA free plastic.

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 unequal and political as worldwide regulation is difficult. Rather, we focus on supporting farmers who do not use 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.

Are your products tested on animals?

It’s 2018. No.

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

While lavender essential oil and lemon essential oil both contain powerful all-natural antihistamine properties and can help alleviate allergies, there are some essential oils that can actually cause an allergic reaction. This is typically seen when there is an existing allergy to the fruit or plant matter from which the oil is derived.

Do your essential oils contain preservatives?

No. All of our oils are 100% pure essential oil, with no added fillers, preservatives or additives.

Are essential oils suitable for children?

Yes, however essential oils are very potent, and children should only be exposed to minuscule amounts. Lavender is the safest essential oil, and a favourite for children. Each oil comes with a user guide complete with safety information, additional uses and blending suggestions. Please consult this for more information.

Do your products contain alcohol?

No.

Shipping
What is your minimum for free shipping?

Our minimum for free shipping is $150 dollars in Canada and the USA. Orders which qualify for free shipping include a complimentary gift for being an Early Adopter in our Vellum Insider Program.

Do you ship to the USA?

Of course!  We ship to the US via Fedex.

Do you ship internationally?

Yes, but shipping might be a bit pricey. Email us at connect@vellumwellness.com and we can work out the details.

How long will my order take to arrive?

Orders in Canada are shipped through Canada Post and FedEx. Each order ships in 3-5 business days. USA orders will arrive in 4-9 business days.

What to do if I haven’t received my order?

Let us know at connect@vellumwellness.com and we’ll sort it out for you.

Billing
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?

Please email connect@vellumwellness.com within 30 days of receiving your order, and we will assist you with your return.

Email us at connect@vellumwellness.com or fill in the form below.