
Frequently Asked Questions
Have questions? Below are some of the answers to our most frequently asked questions.
General
Where are your products made?
Most of our products are handcrafted in Victoria, B.C., Canada. We make them in small batches using high-quality, plant-based ingredients—and always with care and love.
We also carry a curated selection of complementary products, including mineral makeup and eco-conscious accessories, chosen to align with our values of health, sustainability, and quality.
What makes Nezza Naturals different?
Nezza Naturals is a family-founded company dedicated to creating high-quality, plant-based products using only natural ingredients. Our products are handcrafted in small batches with no parabens, petrochemicals, synthetic preservatives, or sulfates. We're passionate about sustainability, education, and creating products that are safe for both people and the planet.
What do the icons on your packaging mean?
Our packaging includes helpful icons to let you know more about the product at a glance. Here's what they represent:
- VEGAN – Contains no animal-derived ingredients.
- CRUELTY-FREE – Never tested on animals, and we only work with suppliers who follow the same standard (all our products!)
- HANDMADE – Crafted in small batches by our team in Victoria, B.C., Canada.
- REFILLABLE – This product can be refilled in-store or through our refill program to help reduce waste.
These symbols reflect our commitment to transparency, sustainability, and ethical production.
What are the benefits of your aluminum, glass, and cardboard packaging?
At Nezza Naturals, we choose packaging that reflects our commitment to sustainability, health, and quality. Here's why we use aluminum, glass, and cardboard:
Aluminum
- Reusable & Recyclable: Aluminum can be endlessly recycled without losing quality, making it one of the most sustainable packaging materials available.
- Lightweight & Durable: It's strong and lightweight, reducing transportation emissions and breakage.
- Protects Product Integrity: Aluminum blocks light and air, which helps preserve the freshness and stability of sensitive ingredients like essential oils.
Glass
- Non-Toxic & Inert: Glass doesn’t leach chemicals, making it a safe choice for natural and organic products.
- Reusable & Recyclable: Easily cleaned, reused, and endlessly recyclable without degrading in quality.
- Premium Look & Feel: Glass packaging adds a high-quality, apothecary-inspired aesthetic to our products.
Cardboard
- Compostable & Recyclable: Made from renewable resources and can be recycled or composted, helping reduce landfill waste.
- Lightweight: Reduces carbon footprint during shipping.
Plastic-Free Alternative: An eco-friendly option for product boxes, wraps, and shipping materials.
Are your products cruelty-free and vegan?
All of our products are cruelty-free, and the majority are vegan. We never test on animals, and we source ingredients from suppliers who share our ethical standards. If a product contains beeswax, it will be listed on the label.
What ingredients do you avoid in your formulations?
We avoid phthalates, parabens, sulfates (like SLS), petrochemicals, synthetic dyes and fragrances, formaldehyde, silicones, and other commonly found toxic ingredients. Our formulations are designed to be safe, gentle, and effective.
Are your products safe for sensitive skin or children?
Most of our products are formulated with sensitive skin in mind. We also offer unscented (essential oil-free) options. For children and babies, we have a dedicated line that’s extra gentle. As always, we recommend doing a patch test before trying any new product.
Do you offer workshops?
We’re not currently offering workshops, but we’re always exploring future opportunities. If you're interested in hosting a workshop at our Victoria, B.C. location, please reach out to us—we’d love to hear your idea!
Do you have a loyalty program?
Yes! You can learn more about our loyalty program here.
Ordering
How to Place an Order
Shopping with us online is easy:
- Browse our collections and select the product(s) you'd like.
- Click the Add to Cart button on each product page.
- When you're ready, click the Cart icon (top right) and select Checkout.
- Follow the steps to enter your shipping and payment information.
Having trouble completing your purchase? Contact us — we're here to help!
Visit Us In-Store
If you're in Victoria, BC, come experience our products in person at:
- 587 Johnson Street, Victoria, BC Canada
- #55-1644 Hillside Ave, Victoria B.C. Canada
Can I change or cancel my order after placing it?
If your order hasn’t shipped yet, please contact us at info@nezzanaturals.com as soon as possible. We’ll do our best to help with changes or cancellations.
What is a subscription?
A subscription is an order that automatically send on a set schedule. You can learn more about subscriptions here.
Do you offer gift cards?
Yes! Digital gift cards are available and make a thoughtful gift for any occasion. You can choose the amount and have it emailed directly to the recipient.
How do I use a discount code?
Enter your discount code at checkout in the “Gift card or discount code” field. The discount will automatically apply to eligible items.
Can I send my order as a gift?
Yes! Just enter the recipient’s address as the shipping address, and you can add a gift message in the notes section at checkout.
Shipping & Delivery
Do you offer free shipping?
Free shipping on orders over $100 within Canada
Free shipping on orders over $150 to the US (not including duties, fees or tariffs)
Local to Victoria, BC?
You can also choose:
- Free In-Store Pickup at 587 Johnson Street
- Local Delivery within select Victoria areas (available at checkout)
For full details on shipping times, costs, and options, please visit our Shipping Information page.
Where do you ship to?
We ship across Canada, the United States, and internationally using Canada Post. You’ll see shipping options and rates at checkout.
Shipping to the U.S. and internationally
Yes! We ship across Canada, the United States, and to many international destinations using Canada Post. Shipping rates are calculated at checkout based on your location and order weight.
Please note:
- Delivery times vary depending on the destination and selected shipping method.
- Tracking information is provided with most shipping options.
- We are not responsible for any customs duties, import fees, or tariffs that may be charged upon delivery. These are the responsibility of the customer and vary by country.
If you have questions about international shipping options or costs, feel free to contact us before placing your order.
What are your shipping rates and delivery times?
Shipping rates vary by destination and order weight. Estimated delivery times and costs are shown at checkout. All orders ship from our Victoria, BC location. Free shipping on orders over $100 within Canada and Free shipping on orders over $150 to the US.
Do you offer local delivery or in-store pickup?
Yes!
- In-store pickup is free and available at our 587 Johnson Street location.
- Local delivery is available in select Victoria-area postal codes (details at checkout).
How can I track my order?
Once your order ships, you’ll receive an email with a Canada Post tracking number so you can follow its journey.
For local delivery, you will receive a notification when the order has been received and picked up.
My package hasn’t arrived—what should I do?
First, check your tracking link for updates. If it’s been more than 10 business days (Canada) or 20 (International) without movement, contact us or Canada Post, and we’ll investigate further.
What if my product arrived damaged or incorrect?
Please contact us at info@nezzanaturals.com within 14 days of delivery. We may request photos of the issue to help resolve it quickly.
How are your orders packaged?
At Nezza Naturals, sustainability is at the heart of everything we do — including how we pack and ship your orders. We choose plastic-free shipping materials to reduce waste and offer eco-conscious alternatives. Here's what we use instead:
📦 Paper Tape
- Fully Recyclable: Unlike plastic tape, paper tape can be recycled right along with the box — no peeling required.
- Natural Adhesive: Made with a water-activated, biodegradable adhesive that’s free from synthetic chemicals.
📦 Corrugated Paper Wrap
- Plastic-Free Protection: This honeycomb-style paper wrap cushions products just like bubble wrap — without the plastic waste.
Compostable & Recyclable: 100% biodegradable and made from recycled materials. - Takes Up Less Space: More compact and lightweight than plastic wrap, which helps reduce shipping emissions.
📦 No Plastic Packaging
- Zero Bubble Wrap or Foam Peanuts
- We’re committed to a fully recyclable or compostable unboxing experience
Refills & Sustainability
Do you offer refills or bulk sizes?
Yes! Many of our products are available in bulk and refill sizes (including 4L jugs). You can also visit our in-store refill bar to refill your bottles and reduce waste.
How does the refill bar / refillery work?
Bring in your clean containers, and our staff will refill them with your chosen product. Prices are based on the volume refilled. You will receive 10% off refills compared to purchasing the full product.
What is your jar return and jug return exchange program?
Jar Exchange:
You can bring back your clean, empty Nezza glass jars to our stores for $0.50 store credit towards the purchase of your next jar. Your next jar can be a different product if you like.
Jug Exchange:
You can bring back your clean, empty Nezza 4L jugs to our stores for $0.50 credit towards the purchase of your next jug. Your next jug can be a different product if you like.
Can I bring in my own containers?
Yes! Just ensure they’re clean, dry. We’re all about reducing waste while keeping things safe and sanitary.
Wholesale & Partnerships
Do you offer wholesale or bulk orders?
We currently do not offer products for retailers, but please reach out to us at info@nezzanaturals to inquire about the possibility.
Can I use your products in my business or purchase in larger sizes?
Yes, we do! We offer a range of our most popular products in 4L bulk sizes for businesses and professional use. This includes:
- Shampoos & Conditioners
- Body Wash & Lotions
- Multi-Purpose Cleaners & Dish Soap
- Yoga Mat Cleaner
- Massage Oils
These are perfect for spas, salons, wellness clinics, gyms, hospitality, and refill stations.
Visit our Commercial Use section for more details or contact us for a custom quote.
Essential Oils
I have questions about essential oils, where can I find out more?
If you have questions about essential oils visit our essential oils FAQ page or email us at info@nezzanaturals.com or visit our store in Victoria, B.C. for more information.
Refill Program
Proudly reducing waste in Canada since 2007.
Why Refill?
We launched our refill program in 2007 because we wanted to take action against single-use plastics and inspire sustainable habits. Refilling reduces packaging waste, helps protect the environment, and saves you money. It’s a win for you—and the planet.
Which Products Are Refillable?
Many of our most-loved products are refillable at our Victoria, B.C. location, including:
- Hair Care – Shampoo, Conditioner, Surf Spray, Hair Gel
- Face & Body Care – Lotion, Shaving Cream, Body Wash, Liquid Facial Cleansers, Facial Oils, Facial Toners, Witch Hazel, Hydrosols
- Hand & Home – Liquid Hand Soap, Castile Soap, Multi-Purpose Cleaner, Dish Soap, Room Spray, Laundry Powder, Oxi-Shine
- Wellness – Massage Oil, Essential Oils, Roll-On Perfume
- Dry Goods – Clay Powders, Bath Salts, Beeswax Pellets
Look for the ‘REFILLABLE’ icon on our product labels to know what qualifies.
Note: We currently do not refill products packaged in jars but we do offer a jar exchange program - learn more here
How Do I Refill My Product?
It’s easy! Just bring in your empty, clean container—whether it’s a Nezza bottle, another brand, or even a mason jar—and we’ll refill it for you.
Want to switch scents or products? No problem—we’ll even relabel it for you if we can!
Don’t Have a Container?
No problem! You can purchase the product in a refillable container from us and bring it back any time for a refill. It’s an easy way to get started with low-waste living—and you’ll still receive 10% off every in-store refill.
Do I Get a Discount When I Refill?
Absolutely. All in-store refills receive 10% off retail price.
Refill discount is available in-store only.
📍 Visit our refill bar at:
- 587 Johnson Street, Victoria, B.C. Canada
- Hillside Shopping Centre: #55-1644 Hillside Mall, Victoria B.C. Canada
To learn more, contact us or click here for our full refill guide.