Customer Service – Frequently Asked Questions - Wholesale Supplies Plus
 
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Customer Service – Frequently Asked Questions

This article will answer general questions regarding our company policies and general company information. 

Product & Business Questions

Do you have a printed catalog to mail?
We do not publish a printed catalog. Each product page does have a button toward the top right for “Print Catalog”. Pressing this will allow you to print the products on this page. We find that this system saves the company thousands of dollars and allows customers to print what they need, saving landfills of wasted paper.

Do you offer samples?
We do not offer samples. In the past we have tried different systems for sampling and found that it was not cost effective to continue to offer them. Most of our products offer a single piece or a small size for sampling. 

In the case of fragrance, we strongly encourage you to test the fragrance in a product and not just sniff the scent out of the bottle. It is always amazing how an aroma will change when exposed to heat and base ingredients. Our fragrances are formulated to smell best when put into products. Often they will smell strong and pungent right out of the bottle because they have such a high concentrated ingredient level.

Are your products tested on animals?
We do not test on animals and we do not carry products that have been tested on animals.

Are your products vegan friendly?
Some products meet the vegan friendly definition and some do not. For example, our goats milk soap base and goats milk powder comes from a goat which automatically excludes them from the vegan friendly definition. Unless the formula is proprietary, all of our ingredients are listed on the website. It is fairly easy to identify products that are animal related.

Why do you not carry organic products?
We do not carry organic products because we have not applied to be approved by the USDA to become a certified organic handler. We feel that the application would be a waste of our time because the vast majority of our customers have not been inspected and approved by the USDA to be certified organic manufacturers and thus cannot legally make the claim that their product is organic.

Do you sell gift certificates?
We do offer gift certificates. Just call our office and we can assist you with this. 

I want to learn how to make products where do I begin?
The best place to begin is Handmade 101. I understand the material can be very overwhelming. Please feel free to call us with any questions! Many new customers like to join our Soapmakers Plus Facebook group and talk with others making products.

Is there a place where I can ask questions about how to make items?
You can always call us during our regular office hours.  

You can always email customer service your question and they will follow up with you on the next business day.

I love my hobby. Is it easy to start a business?
Sometimes the hardest part of starting a business is gaining the courage to move forward. Have faith in yourself. Check out our Business Resource Library. Contact us with any of your specific questions. We are here to help you!

Do I need to register my business with the FDA?
If the products you produce are regulated by the FDA, it is not required that you register your business with the FDA. They do have a voluntary registration program for businesses. You can read about this on their website.

Do I need to have the FDA test my products?
The FDA does not perform product testing.

I make soaps and lotions for kids. Do I need to do the lead testing required in that new law the “Consumer Product Safety Improvement Act”?
You do not need to have special lead testing performed on your soaps and lotions. Soaps and lotions are regulated by the FDA and not the CPSC. The FDA does not require lead testing because ingredients for your products have strict guidelines that must be met before you even receive them. 

The FDA does require by law that you produce a safe cosmetic (this includes lotions and most soaps).

What is IFRA and why are they so important?
IFRA stands for the International Fragrance Association. They are an independent international association with the main purpose of ensuring the safety of fragrance materials. This includes essential oils, fragrance oils and the components of fragrance oils. This is a very important agency because fragrances are considered “proprietary” formulas and it is only through strict self regulation that the public can be assured that proprietary fragrance formulas are safe for consumer as well as the environment.

What are IFRA Maximum Use Levels and why should I follow them?
All IFRA Standards are based on the latest scientific findings and are implemented following the recommendations of an independent Expert Panel, who have assessed all available data. They are part of the IFRA Code of Practice that makes up the self-regulating system of the industry. All IFRA affiliated companies must comply with IFRA Standards. IFRA affiliated companies represent approximately 90% of the global fragrance compound market. However, as the Standards are available freely to all producers via the IFRA website non-members may access and abide by these Standards. 

Wholesale Supplies Plus publishes directly on their website the “Maximum Use Level for Skin Contact” for each fragrance and essential oil. It is important that you follow the maximum use levels for skin contact because these levels have been set based on scientific data for the protection of the public and environment.

The IFRA Maximum Use Levels for my best selling fragrance oils just changed. What do I do now?
Each year IFRA makes recommendations based on the previous year’s research. They publish their findings and their recommendations to the public on their website. As more and more information becomes available, it is likely that you will see minor changes. Once a recommendation is published, a company has two years to comply with the change. This gives you time to use your inventory or alter your formula. It gives Wholesale Supplies Plus time to reformulate fragrance formulas so that we can keep the use levels in an ideal range.

Are the IFRA Standards recognized by any national or regional authorities?
Yes. The European Cosmetics Directive incorporates a number of IFRA Standards in Annex II & III, the Brazilian policy makers have adopted the IFRA Standards into Law. ABIFRA, the Brazilian Fragrance Association is currently proposing to the MERCOSUL group of countries – Brazil, Argentina, Uruguay, Paraguay and Venezuela - the official adoption of IFRA Standards for fragrance ingredients across the region. The ASEAN (Association of Southeast Asian Nations) Cosmetic Directive (ACD) which took effect on January 1, 2008 explicitly refers to the IFRA Standards as far as fragrances in cosmetic products are concerned. Chinese authorities are also looking to include the IFRA Standards into their regulations at the end of 2009.

I sell my products in the USA. Do I need to follow IFRA recommendations?
We highly recommend that you do follow them. This will benefit you and your customers. Following standards and guidelines shows that you are serious about producing a safe product.

I am using a fragrance that has a maximum use level of 100% in lotions. I am confused as to how much fragrance to add.
I understand this can be confusing. The Maximum Use Level is simply a guideline for the amount of fragrance that can come in contact with the skin. It is not a amount of fragrance that correlates with ideal product performance. For example, some lotion formulas become thin with 2% fragrance while others thicken nicely at 6%. Basically, use what is safe for skin contact and smells good to you. Then test to make sure it performs as you desire.

 

Other Questions

Is it true you have free shipping?
Yes, we offer Free UPS Ground Shipping in all 50 United States for orders larger than $25. All orders have a $5.95 handling fee to cover the cost of boxes, packing material and labor to prepare the shipment.

I was charged shipping and handling. Why?
Your order was likely under our minimum order requirement of $25 or you live outside the 50 states. You will also have an added shipping rate if you requested expedited shipping such as overnight, 2 day or 3 day transit times.

I own a business and have my own UPS shipper number. Can I ship on my account number?
Yes, please phone us so that we can program your account with that number. By doing this, you will be able to have expedited UPS charges placed on your UPS account.

Can I add to an order?
Once an order is placed it goes through several systems and cannot be changed or altered. This means you cannot add to an order once is it placed.

Can I cancel an order?
Once an order is placed it goes through several systems and cannot be canceled. If you do not want the order, you must refuse delivery. It is then processed as a return.

I placed an order for a product last week and now it is on sale. Can I get the sale price?
Most often an item has gone on sale because the manufacturer has given us a temporary sale effective immediately. Therefore, we are unable to give the sale price to orders placed prior to the sale.





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