Frequently Asked Questions
Frequently Asked Questions
What are your Hours of Operation?
Pure Fragrance Oils is open Monday through Thursday, from 9:00 am to 4:00 pm PST. We are closed on Fridays for inventory. We also observe all major holidays.
Do you have a store front or retail location?
We understand that our customers would like to smell our fragrances up close and personal; however, we do not currently have a store front or retail location. Pure Fragrance Oils is strictly an online business. We are not open to the public.
Ordering & Payment
How do I place an order?
The best way to place an order is through our website, which is open 24 hours a day, 7 days a week. If you would like to speak with someone directly, please contact us at 909.354.8839 during our regular business hours.
Note: Any coupons must be used at the time of purchase. Coupons cannot be added once the order has been paid for.
I live in California, is a resale license required to order from you?
No, a resale license is not required to order from us.
In compliance with California law, every California resident will be charged sales tax unless a valid resale license is provided. Email a copy of your current resale certificate to email@example.com or fax it to 909.354.8839. Once received, your account will be noted and you will no longer be charged sales tax. This applies to future orders. Unfortunately, our system does not allow us to issue sales tax refunds on past orders, so please make sure a resale certificate is on file before placing submitting.
It is your responsibility to submit an updated resale certificate every year.
How can I pay for my order?
We accept Visa, Mastercard, American Express, and PayPal. We do not accept personal checks or money orders.
I am interested in purchasing larger quantities, how do I place an order?
If you are interested in order 25 lbs. or more, please call us at 909.354.8839 or contact us to place your order.
Do you sell wholesale?
Yes. Pure Fragrance Oils only offers fragrances at wholesale prices.
I'm missing my invoice, can I receive a new one?
Yes. All invoices are emailed when you place your order. If you cannot find the email, please contact us for help.
What is your processing shipping time?
Pure Fragrance Oils strives to ship all orders within 48 hours of receipt. However, during our busy seasons, it may take 5-7 days before your order is processed. This applies to all in stock items. If an item is out of stock, we will contact you to see if you would like us to ship your order without the missing item or if you would like to wait until the item is back in stock. Our home page will always have the current shipping turnaround times.
Can I ship my order to a different location?
Yes, you can. When you are placing your order, make sure you enter the correct ship to address. The shipping address provided will be used when we ship your order.
My order was shipped to the wrong address. How do I get my package?
If you provide the wrong shipping address and we ship your order out to the address provided, your order will be returned to us. You will be charged a 25% restocking fee + the shipping cost. If you request us to resend your order, then you will be charged the additional shipping cost to resend your order.
If you cancel your order, you will still be charged the 25% restocking fee + the shipping cost.
Damaged or Incorrect Orders
I ordered the wrong fragrance or it does not smell like I thought it would?
Due to the nature of our products, we do not offer refunds. All sales are final.
If you ordered the wrong fragrance, you do not like the fragrance or the fragrance does not smell like you thought it would, we will not be able to offer you a refund for your purchase. Therefore, we encourage you to order our 1 oz fragrances and test them in your products. If you smell them out of the bottle, that does not replace you actually testing them in your product. Some fragrances can change once they are in your product due to the ingredients you are using. Testing the fragrance is the only way to determine how a fragrance will work.
I received my order, but a fragrance was missing. What should I do?
Please make sure to check your order immediately after receiving it. If there is anything missing, please call or email us within 72 hours of delivery. You will be asked for your order number & the item missing. We will work together to rectify the situation. After 72 hours, we will conclude that your order was fulfilled accurately and no refunds will be offered.
I ordered fragrance A and I received fragrance B, what should I do?
If you placed an order and we send you the wrong fragrance, please contact us within 24 hours, via phone or email. We will promptly look into the matter and provide a replacement if it is determined we made a mistake.
I received my order, but it was damaged. What should I do?
Pure Fragrance Oils takes pride in carefully packaging our products. All orders leave our warehouse in excellent condition. However, there are times when the package or item may get damaged during transit. If this is the case, please notify us within 72 hours of receiving your order. We will work together to rectify the situation. A photo of the damaged item is needed in order to file a claim. Please contact us at 909.354.8839 or email us at firstname.lastname@example.org.
How will I know if a fragrance is going to work in my products?
All fragrances sold at Pure Fragrance are specifically formulated for soap, candle and bath and body products. Although we test each fragrance we offer and post our testing results, it is important that you test the fragrances personally. Every formula and recipe are different. Therefore, it is imperative that you test all fragrances in your products before making any decisions on how our fragrance will work in your application. We offer 1 oz fragrances for your testing needs. This is more than enough to determine if a fragrance will work in your application. Pure Fragrance Oils is not responsible for how you use our fragrances in your applications.
I love your images; can I use them or the descriptions from your website?
All images are purchased by Pure Fragrances Oils. Any use of our images without purchasing them can result in copyright fines by the original owners.
ALL content from any/all page/s on http://www.purefragranceoils.com is the sole property of Pure Fragrance Oils™ and is NOT to be used without permission. This copyright includes fragrance and product descriptions, images, icons, etc…
Permission to use our content is granted, upon written request, to “PFO” customers who sell finished products using OUR Fragrances or for reselling OUR Fragrance Oils. Other types of use may be given permission on a case by case basis.
However, use of our material may NOT take place until after we respond in writing. Refer all questions and/or inquiries to email@example.com.
How do I reset my password?
In order to reset your password, go to our home page to log in. It will ask for your email address and password. Underneath there, you will see “forgot password”. Click the link and enter in your email address. A temporary password will be emailed to you. Make sure you check your spam folder in the event you do not see it. Once you receive the email, follow the instructions and you are all set. Also, when you log in, you can always update your address and email address if you need to make any changes.
What are clearance items?
When a fragrance is placed in the clearance section, it means that the fragrance is being discontinued. It could be discontinued by us or by the manufacturer. Once the fragrance is gone, it will not be offered in the future.
What is a Quick Buy?
This section is for our high demand out of stock fragrances, that remain in our current line. For a limited time, we offer a discount off the regular price. All fragrances in this section have already been ordered and can arrive at any time. Once they are in stock, they will return back to their regular price. This means that the quick buy discount can last for 1 day or for a few weeks. It depends on how quickly the fragrance arrives to our warehouse.
All orders placed will ship immediately, once the fragrances are in stock. Please remember that if you are ordering other fragrances along with fragrances from the quick buy event, your order will be held until the fragrance is in stock. This is the best way to save on shipping. Otherwise, you will need to place a separate order for the fragrances you need shipped immediately.
This section is for out of stock fragrances that are in our current line. By adding a fragrance from this section, you will be purchasing fragrances at a reduced price that are not currently in stock. This will allow us to gauge enough interest for the fragrances to justify bringing it back in stock.
Once we reach a certain amount of orders for that fragrance, an order will be placed and the sale will end. The price will then go back to its regular price. The estimated turnaround time for restocking will be 3-4 weeks. We will provide updates via email.
What is IFRA?
The International Fragrance Association (IFRA) Standards form the basis for the globally accepted and recognized risk management system for the safe use of fragrance ingredients and are part of the IFRA Code of Practice. This is the self-regulating system of the industry, based on risk assessments carried out by an independent Expert Panel. For more information, visit http://www.ifraorg.org/
The IFRAs provided are for the standard usage rates for fragrances in various applications.
What is a MSDS sheet?
The Material Safety Data Sheet (MSDS) is a document that provides procedures for safely handling a fragrance.
Flat rate shipping
We offer a flat rate shipping option of $11.95 anywhere in the US (48 states).