FAQs
If you are not able to find an answer to your question below, please don't hesitate to reach out to us at orders@consonant.com.
MY ACCOUNT
How do I create my wholesale account?
Authorized Consonant Skincare wholesalers will receive an activation email from us. If you have not yet received one, please reach out to orders@consonant.com and we'll send you an email to activate your account.
I forgot my password, how do I reset it?
Email us at orders@consonant.com and we will send you a password reset email.
How do I update the email associated with my account?
Email us at orders@consonant.com with your new email address - this can only be changed on the back-end of our system.
How do I update my billing or shipping information?
This can be managed in the "My Account" section of our website. Click on the icon in the top right hand corner, login to your account. Your profile details will slide out from the right hand side of your browser, scroll down and click on Add New Address. Enter the details and you can opt to make this your default shipping and / or billing address. Click save and this will be pre-loaded when you place your order.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept all major credit cards, PayPal, Interac e-Transfer, and EFT.
Do you offer payment terms?
Wholesale customers may apply for payment terms after their first 3 orders. Please email us at orders@consonant.com to apply. Our standard terms are net 30 from receipt of invoice.
PLEASE NOTE: we require references for all payment term applications. If customers on terms are consistently late in payments, we reserve the right to revoke our terms.
Why can't I checkout?
We have a minimum order threshold of $350, if your cart has not reached this threshold you will not be able to proceed to the checkout. If you're experiencing an order error for a different reason, please send us a screen grab of the issue to orders@consonant.com.
How are wholesale orders packaged?
Our goal is to ensure no products are damaged in transit - we use biodegradable packing peanuts to secure your packages. These can be dissolved in water or composted in your municipal green bin! If you require specific packing instructions, please leave a note on your order or email us at orders@consonant.com.
SHIPPING & RETURNS
When will my order ship?
Wholesale orders are processed in 3-5 business days. Please allow the processing time in addition to shipping lead times when determining your order timing. You will receive a notification with tracking information once your order has been processed.
PLEASE NOTE: orders where payment is due upon fulfilment will not ship until the payment has been processed.
Which shipping carrier do you use?
We ship all wholesale orders with Canada Post. If you would like to request your own pick up, please let us know at orders@consonant.com.
How much will shipping cost?
We use Canada Post carrier weights for shipping charges based on the package weight.
Orders over $500 after discounts ship for free.
How long does shipping take?
We typically ship Express or Priority.
For businesses located in the GTA, packages typically arrive in 1-3 business days.
How do you handle customer returns?
We will replace products returned for any reason within 6 months of the purchase by the end customer, assuming the product has not surpassed the noted expiration period. Please ensure you secure proof of purchase, batch code and a reason for the return from your customer before issuing refunds or exchanges. Please email orders@consonant.com with details on the return (i.e., reason, batch code, and purchase price) and product replacement requests. Replacement products will be shipped with the next wholesale order.
PRODUCTS
What is the shelf life of Consonant products?
The shelf life varies by product, but generally our products stay fresh for 12-18 months after opening. Look for the jar icon with a number in the middle on the back of your product packaging to see how many months it will stay good after opening.
What is the best way to store my Consonant products?
Consonant products are made with all natural ingredients so they will react to extreme heat or cold. Ensure your products are properly closed and store them at room temperature and out of direct sunlight to maximize product life and efficacy.
Consonant's Olive Oil soap comes with a dehydrated loofah slice. Rehydrate the loofah slice so it puffs up. Place your soap on top of the slice when you're not using it. This lets air circulate around the bar so it can dry completely.
Where are your products made?
As a Canadian owned and operated business, all of our skincare, with the exception of our hydrocolloid patches, and body care products are proudly made in Canada. We source the highest quality ingredients from around the world but manufacture the final products locally. Accessories are sourced based on quality and may not be made in Canada.