Thanks for stopping by our FAQ page!
If you're here, chances are you're considering trying Elska Natural products but aren't sure about certain things yet. Below are some commonly asked questions that may help.
You can also reach out to us on our live chat for a quick response to any questions not covered here.
Product Related Questions
Are your products organic?
We are currently working with QAI to get our organic certification. Although we currently cannot label our products as "organic" just yet, all of our oils and herbs are 100% pure and natural, and free from any chemicals or pesticides.
Rest assured that we stand behind our product quality and only source from suppliers who are committed to providing pesticide free, herbicide free and GMO free products.
Are your herbs non GMO and non irradiated?
Absolutely. We only source from suppliers who harvest without the use of pesticides, herbicides and provide GMO free products.
Do you provide certificates of analysis and GC/MS reports?
Yes! We are currently in the process of having them all uploaded to their individual product pages. If we haven't got to the particular product you're looking for yet, please feel free to reach out and we will get it over to you asap
Are your products cruelty free?
We believe in the value of all life and do not test on animals. We also only work with farms and suppliers that do not test. Any toxicology information is obtained from reference materials.
Can your oils be ingested?
All our supplies are meant to be used externally and not ingested. Although our oils are food grade in many cases, the International Federation of Aromatherapists that does not recommend ingestion of essential oils unless under the supervision of a Medical Doctor who is also qualified in clinical aromatherapy as practiced in France.
ShippingDo you offer free shipping?
Yes we do! We offer free shipping on orders over $150 throughout Canada & the continental USA. This applies to all orders with a max shipping weight of 20lbs.
What about orders greater than 20lbs?
For orders greater than 20lbs, we cannot provide free shipping due the higher freight charges. Instead, we will contact you after your order is placed to update you on what the shipping costs would be. If you agree, we will proceed with the order.
Do you ship to the USA?
Yes we do! We ship to the USA daily. Customers from the United States can place orders with us of up to $800. Any amount above that would incur duties at the border and would need to be called in. If you're looking to place a larger order, simply reach out to our customer service team to discuss your requirements and we can work on getting you what you need.
How long before my order ships out?
1-3 business days. We try our very hardest to ship your order out as soon as we can but buffer in time for quality control product replacements and higher order volumes. We keep all our customers updated by email as soon as your order ships out.
Where do you ship from?
We pack and ship from our warehouse located in Scarborugh, Ontario, Canada.
Who do you ship with?
Canada - We ship using Canada Post, UPS and FedEx
USA - We ship using USPS and FedEx.
Worldwide - We use FedEx
We do our very best to negotiate the best shipping rates with our carriers, so that we can pass those savings on to you. If you would prefer to use your own carrier you can reach out to us directly and we can make the necessary arrangements so that you don't get charged shipping when checking out.
Can I track my Orders?
Definitely! We send out emails at every step our your shipments journey, so that you know exactly where it is.
When will I receive my Order?
We do our very best to get your order out the door within 1-3 business days. Once it's with the shipping carrier you can expect your order to arrive within 3-10 business days. The transit time varies depending on the destination.
Why can't my product be sent by air?
Due to the nature of our oils and raw materials, flash points vary from product to product. For that reason our products can be classified as hazardous good when transported by air. For that reason, we cannot ship orders by air.
Do you do Drop Shipping?
No. We do not do drop shipping at this time. We are however working on a solution internally that will allow us to in the future.
Policy and Procedures
How does your 100% Customer Satisfaction Guarantee Work?
If for any reason you're not happy with your purchase in the first 30 days, you can reach out to our customer service team and we will do everything in our power to make things right. If for any reason we cannot make you happy with your purchase, we will refund your purchase. We may ask some questions to understand what went wrong and how we can improve, but you can rest assured that we will not feel good keeping your hard earned money if you're not happy with our service.
I would like to return product beyond the allowed 30 days. Can this be done?
In cases of returns past the 30 day mark, please reach out to our customer service team to see what can be done. We do our very best to make sure our customers are happy and if there is any issue with our product quality or with our service, we will do what we can to make it right. Any exceptions made past the 30 day mark would be limited to the cost of the product and would not cover shipping charges.
How do I return a product?
All product returns require an authorization number. Please call our Customer Service line to receive a Return Authorization Number and instructions on returning
Can I make changes to my order after I have submitted it?
In most cases, we can make changes to your order as long as it hasn't shipped. The best bet is to reach out to our customer service team and see if it is possible. If we can make changes, we will case by case.
What if I want to cancel my order after it has been placed?
If you're order hasn't been processed and shipped, we can cancel your order with no hassle. If the order has shipped out however, we would need to wait until the order is returned back to us before refunding the purchase.
Do you have a minimum order?
No, you can order as little as you like.
When will my order be processed?
Order processing takes 1-3 business days.
Are back-orders automatically filled?
No. In the event of a back order, we will contact you prior to shipping. We will however make a note of your interest in the item and will let you know as soon as the item is back in stock.
Do you accept verbal or faxed orders?
Yes we do. You can place your order over the phone, email or fax it in if you choose.
What methods of payment do you accept?
We accept Visa, Master Card, American Express, Pay Pal, Certified Cheque, Wire Transfers, Direct Banking Deposits, E-mail Transfer and International Money Orders.
All payments should be mailed to the Canadian office:
255 Village Green Square, Unit 2306
When is my credit card charged?
Payments are taken from credit cards as soon as an order is processed.
Do you have a physical store that we can visit?
We do not have a retail store at this time. We will be working on a retail space and this should be ready closer to the end of 2018.
Website QuestionsI forgot my password OR my password does not seem to work!
All passwords are CASE SENSITIVE, so please make sure that you're entering the same password case you used when registering. If you're still having issues, you can simply click on the "forgot your password" link on this page and a password reset link will be emailed over to you. If your'e still having issues, reach out to our customer support team and we will figure it out together.