Frequently Asked Questions
Yes. Go to My Account in the top right hand corner and then Account Information. There is an email field below the account name.
Can I change my password?
Yes. Similar to the above you can go to My Account and then Account Information. There is a check box at the bottom of the page.
Why won't my user name and password work?
We upgraded our website to a new platform in April 2017. If your user name and password are from our previous site, they will not work. You will need to setup an account on the our new website in order to login. Click here to setup an account.
How can I reset a forgotten password?
On the login page there is a link to the password reset page. Or you can click here.
How do I change my billing or shipping address?
In my Account and then Address Book you can keep a list of billing and shipping address and update them as needed.
Is there a MOQ (minimum order quantity) Requirement?
Yes, the minimum order requirement, effective 4/25/2022, is $100 minimum before shipping costs are calculated. All online web orders along with orders placed by phone, email, or purchase order, must meet a minimum requirement of $100 in product cost.
Where can I find bulk pricing?
Please complete a Contact Us form, call (617) 472-9300, or e-mail email@example.com to request pricing for items in bulk. When completing the form, choose "Price Inquiry" as the Inquiry Type, and a customer service representative will contact you with pricing and any additional information needed.
Can I use a Purchase Order?
Yes we support using purchase orders on check out for pre-approved customers. Please complete a Contact Us form, call (617) 472-9300, or e-mail firstname.lastname@example.org to request using purchase orders. When completing the form, choose "Price Inquiry" as the Inquiry Type, and a customer service representative will contact you with any additional information needed.
Where can I find out more information on shipping and delivery?
On our customer service page there is general shipping and delivery information. For shipping information related to a particular order you can go to Account and then My Orders.
Can I pick up my order at your warehouse?
Yes, we offer Customer Pick Up as an option if you meet an order minimum of 250 lbs, palletized orders only, and are coming in a truck that can back up to our dock at the appropriate height. The height must be between 48-52 inches high. We are unable to accommodate U-Haul vehicles or “Lower Rider” Penske box trucks. You must wait until you hear from our team that your order is available for pickup prior to arriving at our location at 141 Campanelli Drive, Braintree, MA 02184. Our pickup hours are from 9 a.m. – 1 p.m. M-F only.
What is the website privacy and security policy?
What is the difference between Organic certified and non-Organic?
QAI is our Organic Certifying Agency, Organic certification verifies that your farm or handling facility located anywhere in the world complies with the USDA organic regulations and allows you to sell, label, and represent your products as organic.
What is the difference between Virgin and Refined?
Virgin is considered the natural/raw material with the characteristic color, flavor, and aroma. Refining removes these properties so the material is a lighter shade than the virgin material and often times clear, off-white, or white with little-to-no scent or flavor.
What does RBD mean?
Refined, bleached (non-chemical process), deodorized.
What does Non-GMO mean?
Non-genetically modified organism; by definition, all organic materials are Non-GMO.
Are your essential oils food grade?
We do not advise on usage or formulation and refer customers to the Code of Federal Regulations.
What size are your wax granules?
Specialty waxes in pastille form, such as our beeswax granules, can vary in size and shape due to the production process. A pastillator machine administers droplets of melted wax at high speeds onto a belt, quickly solidifying into pastilles via rapid cooling. This results in wax granules varying in diameter with a semi-hemispherical shape. Wax pastilles are commonly purchased for their ease of use compared to handling a solid wax block with the intention of further processing the granules into a formulation with other ingredients. Smaller droplets are periodically created in addition to pastilles forming irregular clumps. Variation in the size and shape of a wax granule is to be expected and a normal result of the production process.
Why do materials have varying kilograms per gallon and pail pack size?
Since density (volume) can vary per material, the number of kilograms (weight) per gallon and pail pack size can also vary.
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