Private Label Policies

CUSTOMER CONFIDENTIALITY

We value and respect our customers privacy. Client confidentiality is important and so is your “trade secrets”. We vow to keep each client’s confidential information and brand a secret. With First Element, rest assured that all parties are protected by a mutual NDA (Non-disclosure agreement).

PRICING

All product prices are listed in Canadian dollars (CAD). For clients purchasing outside Canada, we recommend using a reliable currency converter to understand approximate costs in your local currency.

Pricing Adjustments Due to Rising Costs
While we aim to maintain stable pricing, the nature of our industry and global markets means that occasional price adjustments may be necessary. Factors such as inflation, increased costs of raw materials, shipping, and other operational expenses can affect our pricing. To ensure we continue to offer high-quality products and services, we may update prices accordingly.

Notice of Price Changes
We strive to provide advance notice of any significant price changes when possible. Updated pricing will be reflected on our website and in quotes provided directly to clients. Once new prices are in effect, they will apply to all orders moving forward.

Quotes and Pricing Validity
All quotes provided are valid for 30 days unless otherwise specified. After this period, the quoted prices may be subject to change in line with our current pricing policy.

Bulk Orders and Custom Pricing
For clients interested in bulk orders or custom solutions, we offer tiered pricing options. Contact us to discuss options for larger quantities and custom formulations.

Acceptance of Policy
By placing an order clients acknowledge and accept our pricing policy, including the possibility of future adjustments to account for inflation and cost increases.

PAYMENTS, TERMS & LATE FEE POLICY

To keep production running smoothly and ensure timely delivery, we’ve established the following payment and late fee policies. These ensure fairness, consistency, and accountability across all orders.

Standard Payment Policy

• Orders under $5,000 require 100% upfront payment, unless otherwise negotiated.

• Orders over $5,000 require a 50% deposit before production, with the remaining 50% due when the order is ready to ship.

• Orders will not be processed or shipped without the required payment.

Accepted Payment Methods

We accept credit/debit cards, bank transfers, and e-transfers.

Late Payment for Ready-to-Ship Orders (Non-Term Clients)

If your order is complete and ready to ship, and you do not have approved terms:

• The final balance is due within 3 business days of the invoice being issued.

• If unpaid after 3 business days:

  • A $25 late fee will be applied.

  • A 2% storage and handling fee will be charged per week on the unpaid balance.

  • After 14 business days, the order may be canceled and the deposit forfeited, or held with escalating fees until payment is made.

Terms Accounts (Net 30)

• Net 30 terms are only available to approved clients in good standing.

• Clients who do not qualify must follow the standard payment policy.

• Failure to follow agreed terms will result in the loss of term privileges.

Unpaid Orders

Orders with no deposit or payment will be held for 7 business days from the date of order placement. If no payment is received, the order may be canceled without notice.

Late Fee Policy for Net 30 Clients

• Day 1–30 (Grace Period): No late fees. Friendly reminders are sent.

• After 30 Days:

  • A $35 late fee will be applied.

  • 2% monthly interest will accrue on the outstanding balance.

• After 60 Days:

  • Account may be placed on hold.

  • The unpaid invoice may be sent to collections.

Fee Waiver Policy

We may waive late fees at our discretion for clients with a strong payment history or in cases of hardship—but only if communicated proactively.

Order Confirmation

Once payment is received, we will send an order confirmation and estimated delivery timeline.

Refunds or Production Delays

If we are unable to fulfill your order after payment is made, we will notify you immediately. You may choose to wait or receive a full refund.

Payment Arrangements: If you expect any delays in payment, please contact us before the due date to discuss potential payment arrangements. We are committed to working with clients to maintain a positive working relationship.

Loss of Terms Due to Repeated Late Payments: If a client account is late on payment more than twice within a 12-month period, they may lose the privilege of Net 30 terms. In such cases, future orders will require full payment upfront until a consistent payment history is re-established. This policy encourages timely payments and supports a smoother transaction process for both parties.

CUSTOM FORMULATION

Looking for a unique formulation or perhaps you have an existing formulation you would like us to manufacture for you? We’d be happy to assist you. Please see this link for further information on Custom Formulations. Please note there are no returns on custom products.   

MINIMUM REQUIREMENTS 

Unlike other private label manufacturing companies, we do not have high minimums.  We know the cost of starting your brand and would be happy to assist you. We work with a minimum order of 20-50 units per product. Custom formulation minimums are higher at a minimum of 100 units per product and subject to change based on the formulation. This amount will be determined by doing a costing analysis.

PRE-PRODUCTION SAMPLES FOR CUSTOM FORMULATIONS

Private Label and Contract Manufacturing services are custom tailored to your product needs.  Because each order is customized to meet those requirements, all orders are NON-REFUNDABLE. Due to this policy, we strongly recommend that you purchase pre-production samples before finalizing your private label order. This will ensure that you are receiving the product you expect. Approval of pre-production samples will be required by the customer before placing the final order. Once we have received approval of the pre-production sample, production of the private label order will begin.

DELIVERY/SHIPPING 

First Element ships to Canada, United States, and some international destinations. Private Label clients pay shipping charges to have the items sent to them or fulfillment warehouses. All orders will be shipped either via Canada Post or UPS and will be paid by the client. All items are sent Standard shipping and may take 2-5 business days from the day the items are shipped. International shipping for sample orders will be shipped via Small Tracked Packet via Canada Post if the order is under 2kgs. International shipping in small packet may take 10+ business days. Higher weights will be sent via Canada Post Xpresspost or UPS at Express rates. These shipping methods may take 2-5 business days. Client will pay full shipping costs. 

DUTIES AND TAXES

Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and will be collected upon delivery from the carriers for certain packages. These charges are the recipient’s responsibility as we are only charging the transportation fee for the packages. You may check with your country’s customs office to determine what these additional costs will be.

SHIPPING TO AMAZON

1. All boxes are shipped with Amazon shipping labels.
2. No more than 150 items in 1 box.
3. Weight will be under 40lbs.
4. No peanuts are to be used in shipping.
5. Individual items will be packed in bubble bags with barcodes attached to the outside of them for amazon to scan upon arrival.
6. USA FBA Amazon fulfillment – We use our couriers to send the packages out and the client pays shipping costs.
7. Canadian FBA Amazon Fulfillment – Client uses the UPS Pre-Paid service on their Amazon account and send the shipping labels to us. We do not charge for shipping.

PRODUCTION TURNAROUND TIMES

Our production turnaround times vary depending on order size, service requirements, and any custom elements needed to complete your order. We strive to meet or exceed these timelines to ensure prompt delivery.

Standard Production Turnaround Times

1. Simple Fill Orders (No graphic design or label printing):

   • Expected turnaround: 1-15 business days from order confirmation.
   • This timeframe applies to standard fill orders without additional services.

2. Stocked Formulation Orders (Minimum requirements met (Labels on hand and ready):

   • Expected turnaround: 1-15 business days for in-stock formulations.

Custom Orders

For orders requiring custom formulations, artwork design, and label printing, additional processing time will be required as follows:

1. Artwork Design and Custom Label Printing:

   • Please add a minimum of 5-10 business days to allow time for creating, reviewing, and approving label designs.
   • Once approved, label printing generally takes an additional 5-7 business days.

Holiday and Peak Season Adjustments:
During peak sales seasons, including August to December and periods of summer vendor closures, production times may increase. Please plan accordingly and add at least 3 business days to account for these seasonal adjustments and ensure timely delivery.

Expedite Options

If you need your order sooner, please contact us about expedite options. We will do our best to accommodate, though additional fees may apply based on the order specifics and availability.

Acceptance of Turnaround Times
By placing an order, you acknowledge and accept the estimated production turnaround times outlined above. If you have any questions about production schedules, please don’t hesitate to reach out.

RETURNS/CANCELLATIONS 

Our products are crafted using natural ingredients, which means there may be slight variations in colour, consistency, and scent from batch to batch. These natural variations do not affect the quality or performance of the product and are not grounds for returns or refunds. We encourage clients to carefully review samples and conduct any necessary testing before finalizing production.

Non-Returnable and Non-Refundable Products

All products are non-returnable and non-refundable due to the customized nature of our formulations and manufacturing process. Returns are not accepted for reasons including, but not limited to:

• Disliking the colour, texture, consistency, scent, or any other physical aspect of the product.
• Accidental ordering errors.
• Changes in product appearance, consistency, or scent post-delivery or due to shelf life issues, especially if products have been altered. (Store your products as recommended to maintain shelf life)

Replacement Policy for Shipping Errors and Damage

If an error occurs in shipping due to our oversight, or if products are damaged during transit, we will arrange for a replacement or refund. Replacement will occur once a formal claim has been issued by the freight carrier. When remaking a product due to a shipping error, we will ship it via the originally requested method of transport (e.g., ground services) and will not expedite the shipment unless originally requested and paid for. We'll also require prompt images for the shipping claims to the couriers. 

Cancellation & Refund Policy

We understand that sometimes plans change — but with custom and private label orders, production begins long before the final product is packed. Time, materials, and design work are committed early in the process.

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Stock Product Orders

Stock product orders may be canceled before shipping. A restocking fee of $50 or 10% of the order total (whichever is greater) will apply.

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Custom / Private Label Orders

Once we've begun sourcing, batching, or designing your labels, the order becomes subject to a minimum cancellation fee of $100 or 15% of the invoice total (whichever is greater).
This helps offset real costs already incurred — including ingredients, packaging, production time, and labor.

We’re not in the business of charging cancellation fees. Our priority is to work with you — not against you. If something has changed, please reach out. Let’s find a solution that keeps your brand moving forward. Your success is our success, and we’ll always do our best to support it.

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Custom (Private Label) Product Cancellations

Before Production Begins:
Cancellations may be accepted only if production has not yet started and no ingredients or materials have been pre-ordered or prepared.

After Production or Procurement Begins:
Once any part of production begins — including formulation, batching, or ingredient procurement — the order becomes non-cancellable and non-refundable.

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Label Design & Printing Costs

Standard Labels:
If your labels have already been printed at the time of cancellation, those costs are non-refundable. We are happy to store printed labels for use in a future order for up to 90 days.

High-End or Specialty Labels:
Orders for premium or specialty labels (e.g., foil, embossed, metallic, textured, etc.) are non-refundable once sent to the printer, regardless of order status. These are custom-manufactured and cannot be repurposed.

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Non-Responsive Orders

If we do not receive a response or payment within 7 business days of your order being ready to move forward, we reserve the right to cancel the order and:

• Apply a restocking fee and/or label removal fee, depending on the order status

• Remove your branding from the product so it may be resold

• Void any stored labels if more than 90 days have passed

As a small business, delays or non-responses on larger orders tie up time and inventory we could otherwise use to serve active clients. We truly appreciate your understanding and cooperation.

CLIENT CUSTOM BOTTLE STORAGE POLICY

Clients have the option to send their custom bottles to First Element for use in the private label process. By choosing this service, clients agree to the following storage terms and conditions, designed to ensure the secure and effective management of custom bottles.

Storage Conditions and Inactivity Terms

1. Storage Environment: All client-supplied bottles are stored in a secure, climate-controlled warehouse designed to maintain product integrity and quality. During the active period, we take every precaution to safeguard your custom packaging.

2. Active vs. Inactive Status: A client account is considered active as long as there are ongoing orders or regular communication regarding the stored custom bottles. An account becomes inactive if there is no order activity or client contact for a continuous period of six (6) months.

3. Inactivity and Transfer of Ownership:

   • If an account reaches the six-month inactivity threshold, Storage Fees Policy will start.
   • First Element reserves the right to use, sell, or dispose of these bottles if storage fees are not paid. 

For complete details on our warehouse storage procedures, including fees and terms, please refer to our Warehouse Storage Policy.

LABEL COMPLIANCE POLICY

As part of our commitment to quality and regulatory adherence, we provide clients with the necessary ingredient information for labeling to ensure compliance with personal care product regulations.

Regulatory Compliance Requirement

It is the responsibility of each brand to adhere to the personal care product regulations specific to their country or region. Clients must ensure that all product labels comply with applicable regulations to avoid potential penalties or other consequences related to mislabeled products.

Labeling Recommendations

We will supply detailed ingredient lists for each product to support regulatory compliance. This information is provided to help you create labels that meet your region’s standards and accurately represent the contents of the product.

We strongly advise clients to follow the provided ingredient information and any labeling recommendations closely. Adhering to these guidelines helps avoid regulatory issues and maintains the integrity and legality of your brand.

Acceptance of Terms
By proceeding with an order clients acknowledge their responsibility to meet their country’s personal care product regulations and accept the guidelines provided for accurate labeling.