Frequently Asked Questions

Are your prices wholesale or retail?
All prices on our website are wholesale. For bulk pricing, call 506-424-0502 or email us. See our Bulk Order Policies for details.

Do you have a newsletter?
Yes. Enter your email on our site to receive offers and the latest news from Pharomatics Inc.

What are your business hours?

  • Online shopping: 24/7
  • Order processing: Monday–Friday, excluding Canadian statutory holidays
  • Note: Our fulfillment centre is closed between Christmas and New Year’s Day, so no shipments are processed during that period.

Where are you located?
5585 McAdam Rd., Mississauga, ON L4Z 1P1
Please note: We do not offer order pick-up. All orders are shipped to the address you choose.

Why do you use peanuts and bubble wrap?
We prioritize safe delivery and sustainability. Our packing peanuts are 100% biodegradable (cornstarch-based and water-soluble). Bubble wrap protects glass and other fragile items and can be reused or recycled.

How can I place an order?
Order online through our shopping cart. We don’t accept phone or email orders. You may email to ask about availability, but stock isn’t held until the order is placed.

You don’t carry a fragrance I’m looking for—can you source it?
Possibly. Submit a Special-Order request on our website with the quantity needed. Special orders must be prepaid, are non-cancellable, and must be submitted in writing.

How long will it take to receive my order?
Orders are processed Monday–Friday, excluding holidays. In-stock items ship after all items are located, payment is approved, and your address is verified. Peak periods, backorders, and bulk items may extend processing times. See Bulk Order Policies for bulk lead times.

What if an item goes out of stock after I order?
If a fragrance becomes unavailable, your order will ship when the item arrives at our distribution centre. This may extend processing times.

Can I add to my order after placing it?
Once an order enters processing, additions aren’t possible. If your order is still On Hold, email us and we’ll try to help (not guaranteed). Otherwise, please place a new order.

Can I cancel my order? Is there a fee?

  • Before processing: $10 cancellation fee
  • After processing: 50% cancellation fee
  • Bulk or case-size orders: not cancellable
    See Bulk Order Policies for details.

What is a bulk order?
Fragrance sizes marked with an asterisk (*) are bulk. Equivalent quantities also count as bulk.
Example: 11 × 1 L of a single fragrance = 11.34 kg bulk order.

Which shipping methods are available?

  • Preferred carriers UPS and Canpar
  • Additional options: FedEx, Purolator, Canada Post, and LTL freight (skid/pallet sizes)
  • International: Duties and taxes are the customer’s responsibility
    All shipments must include tracking. If a carrier isn’t shown at checkout, confirm your postal/ZIP code is entered correctly.

Can I pick up my order?
No. We do not offer order pick-up. All orders ship from our fulfillment centre.

When will my order ship?
Orders are processed in the order received (generally Mon–Fri, 9:00 a.m.–4:00 p.m.). Expedited/Priority shipping reduces transit time, not processing time.

What happens if I refuse delivery?
Refused shipments (excluding damaged shipments) will be billed for shipping charges plus a 50% restocking fee. Our refund policy still applies.

Do you offer drop/blind shipping?
No. Drop/blind shipments are not available. See Shipping Policies for more.

How do I use my First Nations (Indian Status) Card?
At checkout, note that you are tax-exempt. After ordering, send a copy of your status card and your band name via our contact form. Our accounting team will adjust taxes accordingly.

What payment methods do you accept?

  • Visa / Mastercard
  • Email Money Transfer (Canada only)
    If an item is out of stock or an order is cancelled where applicable, an account credit may be issued in lieu of a refund.

How do I track my order?
You’ll receive an email with a tracking number when your order leaves our warehouse. You can also track it on our Order Tracking page.

Shipping Made Simple — Always Free!

No hidden costs. No surprise fees. At Pharomatics, every order ships free, so the price you see is the price you pay. We believe great products should come with great service — and that includes fast, reliable delivery at no extra cost.  Drum quantities do not include free shipping.

What if my order is damaged in transit?
Inspect your package upon arrival. If the box shows any damage, do not accept it and contact us immediately. Damage claims must be made within 24 hours of receipt. See our Return Policy for details.

My shipment shows “delivered,” but I can’t find it—what now?
Couriers provide online tracking and GPS delivery confirmation. You can add signature confirmation at checkout. Our responsibility ends once delivery to your address is confirmed; we cannot replace, or refund items confirmed as delivered.

What counts as a bulk order?

  • Ingredients marked with an asterisk (*)
  • Equivalent purchases count as bulk (e.g., 25 × 1 kg = 25 kg)

Prices & Discounts
Manufacturer-direct pricing with minimal markup. Bulk sizes are excluded from coupons, sales, free gifts, rewards, rebates, and promotions.

Price Changes
Manufacturer cost changes may occur without notice. Our prices will update accordingly.

Product ETA Notifications
After supplier shipping confirmation, we’ll post the estimated arrival date in your order notes (visible in Order History).

Pallets, Drums & Very Large Orders (50+ lbs)

  • Ship via freight; a $50 shipping deposit is required to process your order
  • We’ll quote and arrange freight (or use your courier with 24 business hours’ notice)
  • Fees may apply: $75 lift-gate, $70 residential surcharge, $25 per pallet
  • If proper notice isn’t provided for third-party pickup, carriers may be turned away, and extra costs become the customer’s responsibility

Payment
All orders must be paid in full before processing.
By doing business with us, you authorize us to charge handling fees to the payment method used for your order.

Lead Times
Bulk items are often special orders with advertised lead times, which can change with manufacturer schedules.

Cancellations & Returns
Bulk/special orders cannot be canceled or returned.

Questions
Contact Customer Service for any bulk-pricing or logistics questions.

Thank you for shopping with Pharomatics!
If you’re not fully satisfied, we’re here to help.

Return Window
Returns are accepted within 5 business days of receipt.

Accepted Items
Unopened, saleable fragrances only. Opened/partially used products cannot be credited. Because fragrances are used in cosmetics, we must verify purity; therefore, opened items cannot be returned. Samples, smallest sizes, final sale, and liquidation items are not eligible.

Damaged or Incorrect Items

  • Report damaged items within 24 hours; missing items within 5 days
  • Provide photos of items, box, and labels
  • We’ll initiate a courier claim and assist with replacement or in-store credit after investigation

If you refused a shipment due to damage:
Photograph the box and label and contact us within 24 hours of refusal.

Quality Concerns
Credits are issued only after our Quality Control inspection confirms an issue. Return freight costs are refunded only if the quality issue is confirmed.

RMA Required
All returns require a Return Merchandise Authorization (RMA) number clearly marked on the box, plus the provided paperwork. Boxes without an RMA may be refused or incur a 25% fee.

Before You Return

  • The product was received within the last 5 business days
  • The product is in its original packaging
  • You have an RMA number

How to Request a Return

  • For a single item: In Order History, click “Submit a return request for this item.”
  • For an entire order: In Order History, click “Submit a return request for this order.”
    Return approvals are case-by-case; a request is not a guarantee.

Shipping Charges
Shipping charges (sale or return) are non-refundable. Return by ground service to avoid customs/brokerage charges; otherwise, you’re responsible for those fees, and packages may be refused.

Refunds & Credits

  • If we don’t receive the item or it arrives damaged, no credit will be issued
  • Items valued at $5 or less: a store credit will be applied (no refunds or replacements)
  • Processing time: 7–10 business days
  • Approved refunds are issued as in-store credit for future purchases

Restocking Fee

  • 50% restocking fee for intact returns
  • Orders canceled after being filled also incur a 50% restocking fee