FAQ
Your FAQ's Answered Here
Note: Buy more than $70* receive free shipping to Canada and $80** to USA.
*before taxes
**increased from $60 due to higher shipping costs
Using Shopping Cart
If a product is available in various sizes, to add larger sizes to your order, please click on the size selection window. Once you click on it (if it shows both up/down arrows - that other sizes are available) the options will show and you can choose the one you want. Take a look here:
Shipping
Where does FERLOW BOTANICALS ship to?
We ship within Canada via Canada Post and USA via USPS (thru Canada Post). Unfortunately, we cannot ship to P.O. Boxes at this time and are unable to send packages to international countries* or destinations via the online shopping cart. Learn more about shipping. (USA is the 48 adjoining States including Hawaii and Alaska)
Remember... if you want to get your hands on our products right away, visit one of our retailers - call us for the one nearest you.
Call toll-free 1-888-747-6287 or email us at info@ferlowbotanicals.com if you want to order from outside of Canada/USA. We can arrange it manually.
Can I Pick Up my Order from Ferlow Botanicals ?
Under 'Shipping method' in the shopping cart the "customer pickup" method is no longer available.
If I have to pay for shipping why is it so expensive ?
Tracking Orders
How do I track my order?
When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package. Tracking may not be available for some international and USA orders.
Purchases and returns
How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed, but we will make every effort to assist you before your order is shipped. If you have made an error, please call right away at 1.888.747.6287 and quote your order number. Hopefully we can resolve it in a timely manner. If the package has left our warehouse, unfortunately we can't refund shipping costs as we have been billed already.
Where can I find the nearest FERLOW BOTANICALS retailer?
We are rapidly expanding throughout Canada. Please call 1.888.747.6287 for the retailer nearest you. If there are no locations near you, FERLOW BOTANICALS (phone and web) will be pleased to deliver your order right to your door.
I have a question about a product I purchased in a retail store…
If you have a question about a product you purchased in a retail store, please call or visit the store where you made the purchase or call us toll free 1.888.747.6287 and/or email info@ferlowbotanicals.com Do keep in mind we do not have a licensed physician on staff and cannot give medical advice by phone or email.
How do I return my order?
FERLOW BOTANICALS wants you to be happy with your purchase. If you wish to return a product, please contact Customer Care at 1.888.747.6287 to obtain a return authorization and receive further mailing instructions. Learn more about returning orders.
General
Who do I contact if I'm having technical difficulties with the website?
If you are having difficulty placing an order online, or experiencing other problems with the website, call Customer Care at 1.888.747.6287 or email info@ferlowbotanicals.com.
I've forgotten my password and can't login to my account - what do I do?
#1 click on SIGN IN on the top right. Then #2 click on the "Forgot your password?" link, then enter your e-mail address and instructions on how to reset your password will be sent to you. Sorry, we do not know your password.
Does FERLOW BOTANICALS offer free product samples?
We frequently include product samples when we ship purchased items. Sample size products are also available to purchase at nominal cost for many of the items we manufacture. In general, if you don't see a sample size listed in the online store it is not available. Unfortunately we can't ship samples for free due to the high cost of shipping. Some of our retail stores have samples to purchase at minimal cost.
Newsletter
Does FERLOW BOTANICALS have a newsletter? How do I sign-up?
FERLOW BOTANICALS sends out e-news on occasion. Our emails include exclusive offers, product announcements, events and helpful skin and hair care advice.
Once you setup an account in the online store you can opt-in or opt-out of receiving newsletters to your email at any time. You can also unsubscribe at any time - but keep in mind if we offer product specials you'll miss out.
Rest assured FERLOW BOTANICALS will not share your contact information with third parties.
Contact Us
How do I get in touch with Ferlow Botanicals?
Tel: 604-322-4080 or toll-free 1-888-747-6287.
Fax: 604-322-4081
info@ferlowbotanicals.com
Product/Use/Ingredients Queries
- I notice some products are listed as "traditionally used as..." when I know it can be used for other things? Answer: Most NPN registered products are registered for specific uses. Ask your health care professional about using products for other ailments/conditions not listed. We cannot give medical advice as we don't have a medical practitioner on staff.
- How long do your products last? Answer: It varies but most personal care products are manufactured with up to 24month expiry date. As mentioned we manufacture fresh in small batches. We always rotate our stock (first-in-first-out) so you'll never receive outdated product. Tinctures have up to 10yr expiry.
- Could I be allergic to some of your products? Answer: It's possible. Even products made with clean ingredients can cause an allergic response. For instance citrus allergies - those consumers can't use products containing lemon or sweet orange, etc. It doesn't say anything about the quality of the products. If you do have an allergic reaction, please discontinue use of the product and let us know right away. We recommend you use our products as directed when instructions come with the product.
- What do you mean by "clean ingredient products"? Answer: It's a phrase we coined because from day #1 we always manufactured our products avoiding the use of controversial or dangerous chemicals/ingredients. This is why we make our products without parabens, phenoxyethanol, mineral oil, synthetic fragrances, synthetic colours, formaldehyde, urea, propylene glycol, sodium lauryl sulfate, phosphates, etc..... we could list the nasties all day long. What you put on your skin absorbs into our body and consequently can affect your long-term health. We don't believe in "junk food garbage" personal care products. Quality ingredients aren't cheap but you deserve it. Each ingredient we use is evaluated for safety, efficacy and environmental footprint and customer perception in the marketplace via EWG Cosmetics Database and other resources.
Packaging Containers
- Why do you use mostly plastic packaging? Answer: there are a number of products where we use glass packaging (ie. essential oils, tincture extracts) but for those that don't we use plastic packaging that can be easily recycled. Plastic vs glass is a complicated subject but if we keep it simple, plastic is lighter weight which keeps down shipping costs. Breakage is minimal as plastic is more durable than glass. Manufacturing a plastic container uses fractions of the energy required to blow glass containers. So it boils down to less shipping costs for you, less breakage for both of us, and overall less environmental energy footprint. Having said that we do keep our eyes open for new packaging technology.
- Why do some cream jars have a "7" recycling number on the bottom? Answer: "7" is unfortunately a broad recycling category referred to as "other plastics" - some consumers think this is a "bad" category but that's not the case. These are not necessarily bad or unrecyclable products. For instance on a few types of plastic jars the "7" refers to two different types of plastic that make up the jar. There is actually an inner liner and an outer skin. One is made from PS (polystyrene) which is a #6 on it's own, the other from PP (polypropylene) which is a #5 on it's own. It's difficult but when empty you can separate the two from each other. Finished plastic assemblies that are comprised of one or more types of plastics are labeled a "7". Oddly the jar manufacturer has some jars that are a "5" and have no reasoning why they have both types. Most of the white plastic bottles such as 60ml/250ml/1L are made from high density polyethylene which is easily recyclable and a #2.
- In 2018 we transitioned some of our best-selling products into cosmetic soft tubes. In comparison to hdpe bottles, each tube will use even less plastic, typically 50% less than jars. They are also fully recyclable LDPE which is a #4. Compared to jars tubes have a few advantages.... just to name a few: 1) they look fabulous - no labels 2) less than 50% of jar plastic content 3) more hygienic - no fingers in the jar 4) less complicated to assemble during production 5) built-in safety seal.
Green Initiatives
What is Ferlow Botanicals doing for green initiatives?
- We have efficient LED lighting.
- Future plan in 2022 we hope to install a solar domestic hot water system.
- Our building exterior has an R51-R79 insulation (as well as R38 foam under the concrete slab) plus triple-pane passive-house certified windows.
- Renewable energy is one of Peter's hobbies from solar to wind power. We were aiming for net-zero annual energy use... we got close, as of March 2022 the solar power provides us with 92% of our needs. Unfortunately we can't add more solar/inverter capacity as we are at the BC Hydro limit. Calculated payback is only 11 years. We hope our green energy initiatives have inspired others to do the same. Happy to answer any questions you may have on solar.
- What kind of shipping filler do you use in the shipping boxes? Answer: Sometimes we use recycled paper fill but mostly we use RENATURE® 100% biodegradable peanuts made from an annually renewable starch raw material (potato and wheat starch). They disintegrate quickly when in contact with water or other liquid. We don't use styrofoam fill, although it mistakenly looks like styrofoam. If we receive air pillow bags in shipments to us we recycle those as stuffing.
- Do you recycle in your facility? Answer: Yes of course. We have separate paper/cardboard/plastic recycling. Food waste goes into a green bin and is composted on-site. Plastics and metals are dropped off at our local recycling facility. We re-use cardboard boxes from our suppliers as much as possible and recycle the remainder.
