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Customer Testimonial:
 I am very happy with the products and services I received from New Directions. Everyone was so friendly, the service is prompt, and the quality was superb! I'll be placing another order very soon, now that I know how much I enjoy using your products
Beth Smith. Brampton, Ontario.
Click Here to read more!
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Frequently Asked Questions
Quality Control
What is ISO 9001:2000?
What is an MSDS?
What is a Certificate of Analysis?
What is a GC Report?
Are any of your Products tested on Animals?
Are you part of the Leaping Bunny Program (Coalition for Information on Cosmetics)?
Shipping
What are my shipping options?
How are your shipping charges calculated?
What happens if I entered an incorrect address?
What if My Order is Lost or Damaged in Transit?
Can I ship with a Courier or on my own shipping account?
How do I track my UPS Orders?
How can some Companies offer Free Shipping when you don't?
Where do my orders ship from?
When will I receive my Order?
Why can't my product be sent by air?
Do you ship outside the continental USA?
Why don't you ship via postal service to the USA?
Do you do Drop Shipping?
Policy & Procedures
How does your 100% Customer Satisfaction
Guarantee Work?
I would like to return product beyond the allowed
2 weeks. Can this be done?
How do I return a product?
Can I make changes to my order after I have
submitted it?
What if I want to cancel my order after it has been placed?
Do you have a minimum order?
When will my order be processed?
Are back-orders automatically filled?
Why do you require my IRS / Social Security Number?
Do you accept verbal or faxed orders?
What methods of payment do you accept?
Do you offer credit terms?
Do you have a physical store that we can visit?
Do you offer a distributor program or any further discounts?
Do you have a catalogue?
Do you accept International Orders?
What is your privacy policy?
Product Related Questions
What is an Essential oil?
What is a Carrier oil?
Are your oils Organic?
What are the different methods of extraction?
What are the different ways to use essential oils?
How do you know the products you carry are pure, 100% Natural and Free of Chemicals
and Pesticides?
Can your oils be ingested?
How is it that you sometimes carry more then one variety of an oil?
How are you able to charge such reasonable prices for your therapeutic grade oils?
Why are most essential oils not to be used directly on the skin?
What does Phototoxic mean?
Why should certain oils be avoided during pregnancy?
What is the difference between an essential oil and a fragrant oil?
How do I store my essential oils once I have purchased them?
Do you have recipes available?
Do you sell natural preservatives?
What carrier oil do you use for 3% dilutions?
Can orange wax be used in the lotions for emulsifier?
Website Questions
How secure is your website?
I forgot my password OR my password does not seem to work!
I am on a Macintosh and have problems processing my order!
I am having problems logging in and/or proceeding through the checkout area!
How can I change my Delivery Address?
How do I change my Billing Address?
How do I change my old email address to a new one?
How do I change my Password?
Do I need an account to browse or shop?
How do I sign up for your weekly newsletter?
Sometimes I have products in my shopping cart and after several minutes they disappear.
How do I fix this?
Quality Control
What is ISO 9001:2000?
ISO stands for International Standards Organization. The "9001:2000" designation
is the specific standard under which our Quality Management System is certified.
Since 2003, New Directions Aromatics Inc. has successfully implemented a quality
system in accordance with the requirements of ISO 9001:2000 quality standard for
custom packaging of essential oils, natural cosmetics and their raw materials.
We are audited each year to International Standards by Certified auditors. They
ensure that our system conforms; specifically we are required to meet the following
obligations: Annual Customer Service survey Every customer concern must be logged
and trended The Management Team must meet monthly with documented meeting notes
All approved vendors must be listed and gone through appropriate screening Internal
audits must take place each quarter We must demonstrate objective evidence of
improvement We must have written processes and procedures for the following:
• Defining Management Responsibilities
• Defining Training requirements and responsibilities
• Establishing and Evaluating Quality Vendors
• Control of Product
• Control of Non-conforming product
• Production planning
• Calibration and testing of equipment
• Inspection and acceptance criteria
• Purchasing and receiving
• Identify business elements that can affect quality
• Documentation and record keeping
• Master list of approved forms
• Traceability from purchase through to end user
• Verification and storage of product
• Effective handling and packaging
• Analysis of data
Please click
here to download a copy of our ISO 9001:2000 registration.
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What is an MSDS?
MSDS stands for Material Safety Data Sheet. It provides detailed product information
needed by material handlers and emergency workers on physical and chemical data.
This includes melting points, boiling points, flash points, reactivity, first
aid instruction, toxicity, storage recommendations, disposal instructions, control
measures, protective equipment instructions, and spill and leak procedures.
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What is a Certificate of Analysis?
A Certificate of Analysis is the result of testing against acceptable parameters.
Certificates of Analysis can look quite different from product to product, industry
to industry. However, with Essential Oils, measurement quite often consists of
the dominant constituent of a particular oil.
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What is a GC Report?
GC stands for Gas Chromatograph. In simple terms, a GC separates an essential
oil into individual components. The oil is vaporized upon entry into the device,
and the oil passes through a column assisted by a carrier gas (usually helium
or hydrogen). The column itself sits within an oven; here change in heat over
time is managed. Different chemical compounds react at different speeds within
the column, and this information is captured on the Gas Chromatograph.
GC reports are unique, and in many publications, they are referred to as fingerprints
of that particular batch of essential oil. They help purchasers protect their
quality by ensuring major constituents are within generally accepted guidelines,
as well as providing quantitative proof that received product matches approved
samples. Still, it is important to note some of the limitations with GC's. While
a GC may produce a unique fingerprint of an essential oil, this result is often
unique to the GC device and the skill of the user. Even when conditions such as
the type of column being used, ambient temperature, retention rates, etc are held
equal, results may have slight variations. Another limitation is that without
Mass Spectrometry (MS), a device significantly more expensive than even a GC,
individual components cannot be identified. In recent years this has become less
of an issue as libraries of reference are being compiled and made available. Sources
are typically Food and Flavor journals, and by replicating conditions with a GC,
major constituents can now be reasonably identified.
We are one of the few companies in our industry who own and operate our own Gas
Chromatograph. Doing so enables us to go one step further in protecting our quality.
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Are any of your Products tested on Animals?
None of our products are tested on animals. Simple.
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Are you part of the Leaping Bunny Program (Coalition for Information on Cosmetics)?
As a wholesaler, we are unable to register with their program. We do, however,
work with their initiatives, and our ingredients would allow you to register your
products should you wish. For more information please click here: www.leapingbunny.org
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Shipping
What are my shipping options?
Our only shipping agent is UPS. All shipping charges calculated on-line are based
on our heavily discounted UPS Ground rates. Customers may also send in their own
shipping agents. However, customers would require their own Brokers as well under
this circumstance.
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How are your shipping charges calculated?
At New Directions Aromatics we have developed a sophisticated software program
that calculates the shipping costs on your order. Actual shipping charges are
derived using a UPS shipping matrix that factors actual weight, or dimensional
weight (Length x Width x Height) depending upon which is greater. We then apply
our heavily discounted volume rate that we contract annually with UPS. The savings
are passed on directly to you, and we do not charge any additional handling fees.
Charges can be seen on-line before you finalize your order. There are no surprises!
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What happens if I entered an incorrect address?
We use a completely integrated system to ensure that errors are not made. If our
customer has made a mistake with their entry, we will take every step possible
to re-route the shipment. However, any additional charges as a result of customer
error will be billed directly back to the customer.
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What if My Order is Lost or Damaged in Transit?
UPS Shipments Damage: All shipping damage must be reported within 24 hours of
delivery. In most cases we will immediately send out replacement product at no
cost to our customer.
UPS Loss: UPS usually take approximately 7 - 10 business days to trace a lost
shipment. If shipment cannot be found after this time, it will be replaced.
UPS Missing Delivery: Customers may request that UPS get a signature for delivery.
There is an additional charge for this service. In cases where a delivery has
been completed without a customer signature, UPS will take approximately 8 days
to investigate. This is extremely rare, and will be handled on an individual
basis.
Independent Shipping Agents: Unfortunately, New Directions Aromatics takes no
responsibility for lost or damaged shipments sent through customer facilitated
shipping agents.
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Can I ship with a Courier or on my own shipping account?
YES. However we take no responsibility for shipping that is arranged by our customers. This includes the following:
• Customers using their own shipping account
• Customers using their own courier
• Customers arranging for a third party to facilitate shipping.
Should a customer decide to handle their own shipping arrangements, we require that a waiver be signed.
This ensures that we aren't held accountable for any shipping issue outside of our control; similarly, in the
event that we receive a shipping related invoice under these conditions, it will authorize us to process the customer's credit card.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
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How do I track my UPS Orders?
Your orders can be tracked right from our website. Simply access your personal
account, review your order history, and click on the button indicating "Track
my Order". In addition, an automated email with your tracking number will be sent
to you after the package leaves our warehouse. Simply click the link to track
your package. It's that simple. It's that convenient.
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How can some Companies offer Free Shipping when you don't?
Shipping is never free. The company offering free shipping is being billed for
your freight, and you are paying for that freight within the prices of your products.
Not very accurate, and not in your best interest. At New Directions Aromatics
we like to keep things simple: we offer the lowest prices possible, and you pay
actual shipping rates using our heavily discounted program. Nothing is hidden.
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Where do my orders ship from?
All orders are processed at our Central Warehouse is in Toronto, Canada. American orders are
distributed from our Distribution Center in Cheektowaga, NY. In all cases, we are responsible
for customs and clearance when applicable, at no cost to our customers. Please note that currently
our California location is a satellite sales office. Products are not warehoused or shipped from
this facility at the present time.
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When will I receive my Order?
Shipping transit times will vary. Through UPS, all customers should receive their
order in no more than 5 to 6 Business days after the order leaves our warehouse.
Orders placed through our website will show you an estimated delivery date.
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Why can't my product be sent by air?
Due to their flash points, many of our oils become classified as hazardous goods
when shipped by air. We do not offer express air service on-line. Should a customer
who is not shipping oils, be interested in shipping product by air, please contact
us for a special air freight quote.
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Do you ship outside the continental USA?
YES we do. However customers will be asked to sign a NON-CONTINENTIAL SHIPPING WAIVER.
This denotes that New Directions Aromatics will not be responsible for any loss, damage or delays that may result when shipping outside the continental USA.
Please note the following conditions will apply:
• All orders will be shipped by Canada Post and may take between 4 and 6 months.
• Payment for all non-continental orders must be made by WIRE TRANSFER.
• In the event of dispute, New Directions Aromatics will be released of all responsibility once proof of shipping has been produced.
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Why don't you ship via postal service to the USA?
Due to the time it takes to deliver to the US and constrictions on tracking orders
through the postal service, we are unable to ship orders via Postal Service to
the USA.
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Do you do Drop Shipping?
No. We do not do drop shipping
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Policy and Procedures
How does your 100% Customer Satisfaction Guarantee Work?
We are so confident of the quality of our products that you can return them within
2 weeks if you are not satisfied for any reason. All we ask is that the product
be returned in saleable condition and in its original packaging to receive full
credit on the cost of goods (excludes shipping charges)! If an error has been
made on a written order, we will gladly pay for re-shipment of product.
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I would like to return product beyond the allowed 2 weeks. Can this be done?
Returns beyond the allotted return period require the approval of a Manager, and
will be allowed solely at the discretion of New Directions Aromatics. In all cases
a 20% restocking fee will be assessed. No refunds will be given, however a credit will be applied for future orders.
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How do I return a product?
All product returns require an authorization number. Please call our Customer
Service line to receive a Return Authorization Number and instructions on returning.
Returns not meeting the criteria will be refused.
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Can I make changes to my order after I have submitted it?
Yes. However, any changes made to your order after it has been confirmed will
result in the cancellation of the 3% on-line discount because of the need for
manual reprocessing. This discount cancellation applies to the entire order, not
just the items being changed. If the order has already been completed and you
wish to add one or more items, the addition may need to be considered a new order
with all applicable guidelines. Similarly, should you wish one or more items removed
after the order has been packed, a restocking fee will be applied to cover the
cost of removing the item(s) and repacking the order. The fee will be $10.00 or
20% of the cost of the items removed, whichever is the greater amount. Please
ensure all orders are accurate prior to finalizing in order to avoid this.
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What if I want to cancel my order after it has been placed?
Processing times may vary slightly depending upon the season, but in most cases
your online order will have undergone processing in less than 24 hours. Because
our orders are processed so quickly, orders cancelled before shipping, but after
they have been filled, will be charged a 20% restocking fee. If delivery of an
order is refused, customers will bear the entire cost of return shipment, as well
as a 20% restocking fee to cover labor and packaging materials. On this there
can be no exceptions.
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Do you have a minimum order?
No. We accept orders of any size. However for all orders under $50.00 before taxes, there will be a $10.00 administrative charge added to that order.
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When will my order be processed?
We pride ourselves on market leading turn around time. Depending on the time of
year orders generally ship within 1 to 2 business days. Over 70% of our orders
ship within 1 business day.
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Are back-orders automatically filled?
No. In the rare event of a back order, we will contact you prior to shipping.
Unfortunately, backordered product will not be shipped upon arrival; customers
will have to place another order.
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Why do you require my IRS / Social Security Number Information?
IRS and SSN information reduces the chances that your shipment will be delayed during interstate transit.
We fully understand your concern over disclosing this information, and we guarantee the confidentiality of
your personal information. At the same time, we would like to recommend an option that protects your interests.
Many consumers are now having their shipments sent directly to their place of work. This accomplishes the following:
Allows for a company’s IRS Number to be used
Ensures UPS does not leave a package unattended
For more information, please contact our toll free line at 1-800-246-7817,
or we can be reached through email at
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Do you accept verbal or faxed orders?
New Directions Aromatics accepts both faxed and verbal orders. However, neither
will qualify for on-line discounts. In the case of verbal orders, please note
that any error is the sole responsibility of the customer.
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What methods of payment do you accept?
We accept Visa, Master Card, American Express, Pay Pal, Certified Cheque, Wire
Transfers, Direct Banking Deposits and International Money Orders. Unfortunately,
we cannot accept personal or business cheques.
If payment is being made via Wire Transfer, Direct Deposit, Certified Cheque or
an International Money Order, please DO NOT SEND UNTIL we contact you with the
exact total of your order.
All payments should be mailed to the Canadian office:
New Directions Aromatics
21 Regan Road, Suite B
Brampton, ON L7A 1C5
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Do you offer credit terms?
Yes.
In order to be considered for credit terms,applicants must meet the following criteria:
• Have been in business for over 2 years;
• Have an established track record of at least one year's worth of business with New Directions Aromatics;
• Have a buying pattern that warrants credit privilege;
• Provide us with a credit card number as security;
• Understand that credit can only be given for orders totaling at least $500; orders under this amount will be charged to the credit card;
Please note the following:
• Credit, if approved, would be made available only to established companies and not to individuals;
• Special consideration may be granted to larger organizations with a solid credit history;
• Our receivables are insured through a third party. All applicants must
meet their minimum requirements before New Directions Aromatics will consider
Credit privileges.
• The time needed to complete a credit application is dependent upon responses
from references. All references MUST include a fax number. We do not call references.
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Do you have a physical store that we can visit?
We do not have a retail store. We operate a satellite sales office in San Francisco,
but they carry no stock, and office hours are irregular. Similarly, our distribution
warehouse in Cheektowaga does not have a show room. All customer service and sales
issues are handled by a call center in Toronto, Canada.
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Do you offer a distributor program or any further discounts?
NO. We offer the lowest wholesale prices to our customers. We do not have any
hidden discounting programs or referral systems. By ordering on-line customers
can take advantage of a 3% on-line discount. Orders over $500 receive an additional
2% VIP discount. You know you're getting the best prices we can offer every time.
No exceptions.
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Do you have a catalogue?
Yes. Click Here to view our on-line catalog.
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Do you accept International Orders?
We have independent warehouses and offices around the world that handle orders
outside of Continental North America. Please reference our Contact
Us link in order to see detailed information on our facilities in Australia,
Taiwan, Hong Kong and Portugal.
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What is your privacy policy?
None of your information is shared with any outside parties, and internally we
retain only those documents legally required. We have also taken special steps
to ensure that our website is secure and tested daily, we have custom firewall
protection through our server, and we are regularly updating to the most sophisticated
encryption software possible.
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Product Related Questions
What is an essential oil?
Essential Oils (Aromatherapy Oils) are the highly concentrated, volatile, aromatic
essences of plants. The purest essential oils come from carefully cultivated and
wild grown plants from climatic and geographic regions throughout the world.
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What is a carrier oil?
Carrier oils are also referred to as vegetable oils and base oils. They have extensive
applications in Aromatherapy because they are used to dilute Essential Oils or
absolutes for application. They are also used in the manufacturing of cold-process
soaps and for massage by Licensed Massage Therapists. Each Carrier Oil has different
properties and the choice of carrier oil can depend on the therapeutic benefit
being sought.
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Are your oils organic?
All of our oils are 100% pure and natural, of therapeutic grade and free from
any chemicals or pesticides. Although all of our products are of premium quality,
not all of the oils are certified organics. We have now added an Organic line
of Essential
Oils, Carrier
Oils, Dried Botanicals and Herbal Oils that are accompanied by authentic certificates of organic production. We are now a QAI certified organic processing facility and remain committed to supplying true organics at reasonable prices.
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What are the different methods of extraction?
Steam Distillation: The most common process of extracting an essential oil is
by distillation, a process that isolates the aromatic, volatile element of the
plant with steam.
Cold Pressed: Expression or cold pressing, is used primarily for citrus fruits
like orange and lemon, where the essential oil is obtained in tiny pockets in
the peel or rind. Oils extracted by cold pressing are the most volatile of essential
oils and can evaporate quickly when exposed to air.
Solvent Extraction: Flowers too delicate to be processed with heat or pressure
are soaked in a spirit of solvent that extracts the volatile elements. The solvent
is then evaporated at high temperatures, leaving only the most fragrant constituents
behind. This process produces what is called an "absolute".
CO2 Extraction: The CO2 extraction method yields a greater number of aromatic
compounds than any other distillation process. In certain conditions at a low
temperature Carbon Dioxide or CO2 can be pressurized to become a liquid. This
liquid then acts as a solvent and is used to extract the oil from plants. After
extraction is completed, the extraction vessel is brought back to normal temperature
and the CO2 rapidly converts to gas leaving behind a high quality oil that is
free of solvents.
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What are the different ways to use essential oils?
There are many ways that essential oils can be used:
Massages: Massage is one of the most beneficial methods of using essential oils
because it combines the therapeutic powers of the essential oil with the benefits
of touch therapy.
Inhalation: Inhalation is on of the quickest ways to experience the therapeutic
benefits of essential oils. This method is highly beneficial for helping respitory
ailments. Persons with asthma or epilepsy should avoid inhaling essential oil.
Baths: Adding essential oils to a hot, soothing bath can create a relaxing and
therapeutic experience.
Essential Oil Diffuser: Diffusers and Aromatherapy go hand-in-hand. Adding essential
oils to a diffuser effectively introduces the therapeutic properties and fragrance
to any environment.
Compress: Compresses are an effective way to apply essential oils directly to
areas where they are needed the most.
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How do you know the products you carry are pure, 100% Natural and Free of Chemicals
and Pesticides?
We have had direct buying relationships with ethical producers around the world
for nearly 20 years. Our buyers regularly visit their facilities, and have the
products tested by credible third party laboratories. We have now purchased our
own Gas Chromatograph Machine to set up a sophisticated laboratory on site enabling
us to better protect and evaluate our quality. New Directions Aromatics continues
to improve in this area and is committed to selling you the best quality therapeutic
Essential Oils and Raw Materials at market leading prices.
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Can your oils be ingested?
Our Essential and Carrier Oils are pure, and in many cases, food grade. However,
we do NOT recommend the ingestion of essential oils. They are highly concentrated
and have the capacity to cause serious damage if used internally without the necessary
expertise required in administering it. This is supported by the International
Federation of Aromatherapists that does not recommend ingestion of essential oils
unless under the supervision of a Medical Doctor who is also qualified in clinical
aromatherapy as practiced in France.
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How is it that you sometimes carry more then one variety of an oil?
A good example is Lavender Essential Oil. There are over 35 varieties that grow
around the world. In such cases, we try to carry a high grade, a medium grade
and a low grade to suit the various requirements of our customers. Low grades
are usually used in blends and in natural cosmetics, while the more therapeutic
grades are preferred by Licensed Massage Therapists and Aromatherapists.
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How are you able to charge such reasonable prices for your therapeutic grade oils?
Although many companies would like to have direct buying relationships with top
suppliers around the world, they simply do not have the necessary volume to negotiate
with these suppliers. Similarly, they lack the warehousing and logistics infrastructure
as well. This results in these companies having to pay a steep price for small
quantities and in the end charge very high prices when selling these products.
At New Directions Aromatics we are fortunate to have the buying power of 7 offices
around the world. Our buyers negotiate volume purchases during the harvest season
and simple economics allows us to pass on the savings to you. New Directions Aromatics
remains committed to rolling back prices as we negotiate better volume discounts
with our suppliers; as we continue to grow globally. That's our promise to you.
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Why are most essential oils not to be used directly on the skin?
Many essential oils can cause irritation to the skin. They should be mixed in
a carrier (vegetable) oil before being applied to the skin. Only Lavender and
Tea Tree essential oils can be applied neat (directly) to the skin.
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What does Phototoxic mean?
Most Citrus essential oils are considered to be phototoxic. This means that when
applied to the skin prior to sunlight exposure, they can increase skin pigmentation.
Oils that should be avoided approximately six hours before prolonged sunlight
exposure include bergamot, lemon, grapefruit, orange and mandarin.
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Why should certain oils be avoided during pregnancy?
Certain essentials oils are considered too powerful for use during pregnancy as
they may stimulate the production of certain hormones, and can encourage bleeding.
Please consult your physician or a reputable aromatherapist before using any essential
oil. Some essential oils to refrain from using throughout pregnancy include: Ajowan,
Basil, Camphor, Cederwood, Chamomile, Clary Sage, Cypress, Fennel, Hyssop, Juniper
Berry, Marjoram, Rose Geranium, Rosemary and Thyme to name a few.
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What is the difference between an essential oil and a fragrant oil?
Essential oils essences are expressed directly from plants or plant parts and
are all natural, whereas fragrant oils are manufactured in a lab from different
aromatic chemicals.
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How do I store my essential oils once I have purchased them?
It is recommended that oils should be stored at 20 degree celsius (room temperature) and out of direct
sunlight. Refrigeration after opening is best.
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Do you have recipes available?
There are recipes available on our Discussion
Forum. Similarly if you would like to share your own recipe with others, feel
free to do so here.
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Do you sell natural preservatives?
Yes. Grapefruit
Seed Extract 60/40 (Citricidal) is reputed to be an effective broad spectrum
anti-microbial properties. Vitamin
E MT50 Full Spectrum contains antioxidant properties and will delay rancidity
when added to formulations.
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What carrier oil do you use for 3% dilutions?
Jojoba Golden carrier oil. So it will be 97% of carrier oil and 3% of the real
E.O.
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Can orange wax be used in the lotions for emulsifier?
No, You can't use it as emulsifier but you can use it as emollient. Orange wax
is not processed. You don't need to use it a lot in the lotions because it will
stain but it will give moisture to the skin.
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Website Questions
How secure is your website?
We use the World Market Leader Thawte Security System for Advanced Protection.
That means you can feel safe when you use your credit card to place your orders
on-line with us. We use only the latest in encryption and security technology
including 128 bit encryption. Our servers are secure too, protecting you against
any loss, manipulation or misuse of the information you provide. We are so confident
with our security features that we guarantee against Credit Card Fraud. Most major
Credit Card Companies protect Cardholders against fraud, subject to a $50 deductible.
In the unlikely event of fraud, New Directions Aromatics will pay for the deductible.
Our site is that secure!
For those who still have reservations, you still have the option of placing your
orders by fax, email, or via telephone.
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I forgot my password OR my password does not seem to work!
Please note that the password you enter is CASE SENSITIVE. Meaning that if
your password has upper and lower case characters they must be entered as such
into the password entry box. If you are still having problems please Click
Here
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I am on a Macintosh and have problems processing my order!
First, please make sure that whatever browser that you are using is up to date.
In some cases certain versions of Safari and Firefox for the Macintosh may cause
problems for certain users. If this happens to you we recommend placing your order
using an up to date version of Microsoft Internet Explorer for the Mac or using
a PC to place the order. If the problem still persists please contact us.
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I am having problems logging in and/or proceeding through the checkout area!
If possible, please try placing the order with an up to date version of Microsoft
Explorer, Firefox or Netscape if using a PC. If using a Mac please try placing
the order with an up to date version of Internet Explorer. Certain users may experience
trouble logging in and/or proceeding through the check out area if they are using
a firewall (whether a software version like zone alarm, or a router). If possible
disable your firewall in order to proceed through the checkout and/or log in area.
Other problems may stem from high security settings set on your browser which
prevents access to sections of the site. If the problem still persists please
contact us. Also please ensure that you are logged onto the correct website. US
customers should be logged on to www.newdirectionsaromatics.com
in order to proceed through the checkout area.
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How can I change my Delivery Address?
Your delivery address can be changed when you have completed your order and are
getting ready to checkout. Simply do the following:
• Click on "check out". You should now see your current delivery address.
• Click on "change address". Enter the information for your new delivery
address and click the "continue" button.
• You should now see your revised delivery address listed.
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How do I change my Billing Address?
Your Billing address can be changed when you have completed your order and are
getting ready to checkout.
• Click on "Check Out"
• Continue until you are at the Payment Information page (Step 2)
• Click on "Change Address"
• Enter the information for your new billing address and click on the "Continue"
button
• You should now see your revised billing address listed
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How do I change my old email address to a new one?
• Click the "My Account" button
• Log in with your old email address and password
• Choose "View or change my account information"
• In the E-mail address field, replace the old e-mail address with the
new one
• Choose the "Continue" button
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How do I change my password?
• Click the "My Account" button
• Log in with your old email address and password
• Choose "Change my account password"
• Fill in the necessary information and choose the "Continue" button
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Do I need an account to browse or shop?
You do not need an account to browse, however in order to purchase you must set
up an account.
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How do I sign up for your newsletter?
• Click the eNewsletter
option on the website
• Enter your email address and click the "Continue" button.
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Sometimes I have products in my shopping cart and after several minutes they disappear.
How do I fix this?
After a certain period of inactivity on the site your shopping cart will be cleared
if you are NOT logged into your account. If you plan to shop on the site and then
leave for a period of time from your computer before checking out we strongly
recommend you to log in to your account so that your cart will be saved. New customers
and returning customers are encouraged to first log in or create an account before
shopping. This way you are ensured that the products you add to your cart will
be saved until you checkout.
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