Frequently Asked Questions

Sizes & Pricing
How can I apply for Wholesale pricing?

Wholesale pricing is dependent on the needs of your business and the sizes/volume you want to order. 

Our Gallon and Drum wholesale pricing are typically based on a quarterly account evaluation by someone from our sales team. If this is your first time ordering larger volumes, any sort of projections will be useful in determining the initial price point. If you are wanting to purchase Gallons and Drums in bulk please email [email protected] with your first projected order.

Discount pricing tiers are also automatically built into the website, which means you can get the benefits of wholesale discounts by simply creating an account and placing an order.   This means as the cart quantity of a certain size increases, the price per unit will decrease. Please visit Pricing to learn more

What is your most popular size?

The most purchased size is our Gallon (128oz) container. Whether buying in them in cases of 4 or single units, the Gallons are most popular amongst customers because they are easy to pour and store.

Why can’t I buy single 13ml or 4oz bottles anymore?

With an increased demand for the larger sizes, Capella has decided to focus on large-scale fulfillment and allow our trusted resellers to handle the smaller orders. 

If you want to purchase a smaller size of one of our flavors, please visit the Find a Reseller section of our website for a full list of Capella’s favorite and most trusted resellers.

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Shipping & Returns
What is your return policy?

All Sales are Final. Returns cannot be processed without prior authorization. Please see our Return Policy for further details.

How long will it take for my order to ship?

If you are shipping within the USA: For products that are in stock, please allow 3-5 business days for order processing (excluding weekends and holidays). If a product in your order is not currently available, you will be notified by Customer Service.

If you are shipping Internationally: For products that are in stock, please allow 5-7 business days for order processing (excluding weekends and holidays). If a product in your order is not currently available, you will be notified by Customer Service.

Please note: The cut-off time for Priority Overnight Shipments is 12:00 pm EST (9:00 am PST). If your order is placed after the cut off it will not be shipped until the following business day.

 For more information please review our Shipping Policy

Do you have any international resellers?

Yes! If you reside in Europe, please utilize Capella’s only authorized European distributor for your orders. Visit www.capellaflavours.com and set up your account today. 

If you are looking for other resellers, please visit our Find a Reseller section

Can I pick up my order?

No will-call services are available at this time. 

How will I know when my order has shipped?

You will receive an email with tracking information as soon as your order has shipped. 

What do I do if my product is damaged?

If you received a damaged package, please reach out to our customer service department. Photos of the inner and outer contents of your package will be requested. Photos can be sent to [email protected] with a short description. Someone from our claims department will reach out to you within 24 to 48 hours with the next steps.

What countries do you ship to?

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Regulatory
What documents can you send with my shipment?

   

Where can I find regulatory information and other documents?

Please visit our Regulatory Docs section for access to all of our regulatory info. If there’s something you don’t see please email [email protected] for more information.

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Billing & Payment
Why did my payment decline?

The most common reason for a card to decline is the billing address not matching the one associated with the card. If you are 100% certain the billing zip code on your order matches with the one on your card then please contact your bank to make sure you have sufficient funds. 

If you have any concerns please reach out to one of our customer service agents to assist. You can find the different ways to communicate on the Contact page. 

Do you offer net terms?

Capella does not offer net terms at this time. All orders must be paid in full before your shipment is prepped. 

What payment methods do you offer?

For customers within the U.S., we accept all major Credit Cards, PayPal, and Wire transfers. 

International customers have the option of using PayPal or Wire Transfer as payment methods. 

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Usage
How much concentrate should I use in my food or beverage product?

The best way to learn how our flavors work with your intended application is by experimenting in small batches. Since everyone’s senses are different, we recommend starting small by adding a few drops of flavor per ounce of product and slowly increasing until the desired taste is achieved.  Another great way to get to know our flavors is to slowly add drops of the flavor to lightly sweetened water until the desired taste is reached.

Can I vape your flavors?

The intended use of Capella’s multi-purpose flavor concentrates is to enhance Food and Beverage products. We are aware that many people use our concentrates as ingredients for e-liquid but this is not their intended application so we can offer no guidance on safety or usability in vaping products. 

If you are interested in researching more about using our flavor concentrates in e-liquid, we recommend visiting the following websites:

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Resale/Wholesale
Can I sell your flavors on Amazon, Walmart Marketplace, or another 3rd party website?

Capella products can be sold on Amazon as long as you are reselling our flavors through your business account and not advertising that product is being sold directly by Capella Flavors. You will also need to make sure to properly label our products as "flavor concentrates.” There must be no reference to vaping or e-liquid associated with our products.

Any issues or concerns from customers purchasing through your Amazon account will have to be directed to your company for resolution. You may reach out to us to help assist with those concerns.

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Product Information
How many flavors does Capella offer?

Capella Flavors offers over 150 premium multi-purpose flavor concentrates. Our diverse line of flavors is specially crafted with only the finest and purest ingredients to create a deep aroma, dense concentration, and unparalleled taste. 

Whether you are in need of Water Soluble or Oil Soluble flavor concentrates for your next project, Capella has you covered. 

Are Capella’s flavors sweetened?

Aside from our line of Stevia flavors and Flavor Enhancers, all our flavors are unsweetened. That means we leave the sweetening to you. 

If you want to give your creation a special sweet or sour twist, simply add just a few drops of your favorite enhancer.

What are the nutrition facts for these concentrates?

Capella’s flavor concentrates contain no calories, fats, carbs, or sugars, and are free from preservatives and stabilizers. If you need a more detailed breakdown of nutrition facts, please contact customer service with your order number and/or flavor names. 

Can someone with dietary restrictions enjoy Capella’s flavors?

We guarantee every flavor we produce is Vegan, Allergen Free, and Generally Regarded as Safe by the FDA. Please see our Products page for more information.

Where are your flavors produced?

All of our flavors are proudly made in the USA. We pride ourselves in following the strict Standard Operating Procedures (SOPs) and GMP Guidelines to ensure unprecedented purity and safety in every batch.

What is the shelf life for your flavors?

Our flavors have a "best by" date of up to 15 months after the production date. That being said, Capella Flavor Concentrates do not go rancid and are still safe for use after the "best by" date. 

The reason we give our flavors up to a 15-month shelf life is that over time the taste of the flavor profile can change and we want to always be sure to deliver the same great consistent flavor for you. 

To find a product’s best by date, email [email protected] with your order number or a product lot number to receive a copy of the COA. 

Why is my flavor a different color than the last time I purchased it?

Natural flavorings vary from batch to batch depending on the season of the crop and the raw material that is sourced at the time of manufacturing. The color of certain flavors may vary from batch to batch as well as over time.

Why is there a color variance in the same lot number of my flavor?

While this is an uncommon occurrence this is most often due to oxidation. We fill our gallons from the 400lb drums so the color of the flavor at the beginning of the production run can be different than the color at the end due to the flavor being exposed to oxygen longer. That being said, the color change should have no impact on the flavor itself.

What do RF and V2 mean?

RF = Reduced Flashpoint - this is mostly for international customers that sometimes face shipping restrictions with our flammable flavors.

V2= Version 2 - certain industries outside of Food and Beverage require a different version of some of our flavors due to regulatory restrictions (again this is mostly international) so we offer V2 for them

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