Have a question?
Frequently Asked Questions
Please see below for answers to common questions from our makers
Order Questions
How can I place an order?
You can place an order on our online website: www.morouge.ca
Do I need to create an account to make a purchase?
No, you don’t need to create an account to make a purchase. You can check out as a guest, however, if you create an account, it will be easier for you to access your order history, your points, and if available rewards as well as your invoices.
How can I view and download my previous invoices?
You can view and download your invoices by logging in to your account. From the side menu click on orders, and you'll be able to view all your orders. Each order has a "Download Invoice" button next to it, click on that button to download your PDF invoice.
Where will my order ship from?
Your order will ship from our warehouse in Toronto, Canada.
Do you offer curbside pickup?
No, unfortunately, we do not offer curbside pickup at the moment.
How long will my order take to arrive?
We try to process all orders within the same business day. During our busy season which starts from October to December, we might take 2-5 business days to process orders. The shipping time will depend on the shipping method you choose and where you are located.
What payment method do you accept?
We accept PayPal and credit card payments.
Can I add items or remove items from my order?
We are not able to make changes to orders once they are submitted. We cannot add or remove items from orders. We process orders very quickly which leaves almost no room to cancel an order that has been submitted. Please check your order before placing it online. Orders that are canceled after they have been processed are subject to a 20% restocking fee.
I forgot to add my discount code, could you add it for me?
We are not able to make changes to orders once they are submitted. Please make sure you enter your discount code before placing the order.
Discount Questions
Where can I use my discount code?
To apply a coupon code/discount to your order, the code must be entered into the discount code field located underneath your order. This is a box on the checkout page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.
Can I use multiple discounts per order?
No, you can only use one discount per order.
Product Questions
Are your fragrance oils safe on skin?
Yes, our fragrance oils are safe to use in skincare products such as soap, body butter, bath bombs, and lotions. Please refer to IFRA certificates located on each product page for more information regarding the limits of applications.
Are your fragrance oils safe to use on lips?
No, our fragrance oils are not safe to use on lips.
Are your fragrance oils vegan?
Yes, our fragrance oils are vegan and cruelty-free. Our fragrance oils have not been tested on animals for any purpose.
Are your fragrance oils paraben-free?
Yes, all of our fragrance oils are phthalate and paraben-free.
Where are your fragrance oils manufactured?
Our fragrance oils are manufactured in the USA using the best materials on the market, with the majority of them blended with high-quality essential oils.
What’s the difference between fragrance oils and essential oils?
Fragrance oils are made using both synthetic and natural components. Essential oils are the natural oil that comes from a plant during the process of plant distillation.
Do you offer free samples?
No, we do not offer free samples at the moment.
Do you have sample sizes for your fragrances?
Our smallest size is the 4oz bottle. We encourage our customers to buy this size to perform their testing before purchasing larger sizes.
Is it possible to return fragrance oils?
Due to the nature of the product, fragrance oils are non-refundable. Please visit our return policy for more information.
Why do the levels in your fragrance bottles sometimes look different?
Our fragrances are filled by weight, not volume. Because different ingredients have unique densities, the visual level in the bottle may vary even though the amount of fragrance is consistent. Every bottle contains the correct weight of product as stated on the label, ensuring you receive the full amount of fragrance you’re paying for.
Does Coco Apricot wax contain paraffin?
Yes, Coco Apricot candle wax contains a small amount of food-grade paraffin.
How much paraffin is in your candle wax?
Our candle waxes are proprietary blends. We don’t have access to the exact formula of the wax.
Is your Coco Apricot wax the same as Ceda Serica®?
Yes, our Coco Apricot candle wax is the Ceda Serica® wax.
Does Silky Soy wax contain paraffin?
Yes, Silky Soy candle wax contains a small amount of food-grade paraffin.
Where is Silky Soy candle wax manufactured?
Our Silky Soy candle wax is manufactured in the USA.
Shipping & Returns
Does Morouge offer free shipping?
We don’t have free shipping available right now, but make sure to subscribe to our mailing list, you’ll get access to exclusive discounts and offers!
Which couriers does Morouge use to ship orders?
Morouge uses reliable and affordable couriers such as Stallion Express, FedEx, Chit Chats, USPS, UPS, Purolator, and Canada Post to ship orders.
How long do you take to process an order?
All orders will be processed and shipped within 1-5 business days. You will receive an email notification once your order has been shipped.
How long will my order take to arrive?
After your order is processed, it should arrive within the standard delivery timeframe of the shipping service you chose at checkout.
I am from the USA, will I pay duties when I place an order with Morouge?
We now ship all U.S. orders DDP. This ensures all duties and fees are handled in advance, so your delivery arrives with no unexpected charges.
I received a "package delivered" email, but I didn't receive anything. What should I do?
If the tracking information shows that you received your package but you can't find it, please contact us with your order and tracking numbers so we can contact the courier to resolve this issue.
The tracking number shows that my order is delayed, what can I do?
If your order is delayed beyond reason, please contact us via email at: info@morouge.ca so that we can help you by contacting the courier.
Does Morouge ship to Europe, Australia,...etc?
No, Morouge only ships within Canada & the USA.
Can I return a fragrance oil?
No, due to the nature of the product, fragrance oils are non-refundable.
How can I return an item?
You can return an item by contacting us via email at: info@morouge.ca. Once your return is processed, we will send you a shipping label to return the item. Please note that items returned to us are subject to our refund policy.
Contact
Still have questions? We're happy to help! Please email us at info@morouge.ca and we will get back to you as soon as possible.