Company Policies
Contents
Return Policy
Ordering Guidelines
Loyalty Discounts
Special Promotions
Payment Methods
Shipping
Order Cancellations
Web Terms of Use
Return Policy
1. We have a 100% Customer Satisfaction Policy. Any item can be returned within
two weeks of receipt of shipment for a full refund on the cost of goods (excluding
shipping charges), if returned intact. Please note that samples cannot be returned,
refunded, or exchanged.
2. Returns authorized beyond the two week period will be assessed a 20% restocking
fee.
3. If an error has been made on a written order, we will gladly pay for re-shipment.
All errors arising from miscommunication on verbal orders will be the sole responsibility
of the Consumer. Please submit orders in writing whenever possible.
4. All product returns require an authorization number. This R.A number must be
clearly marked on the outside of the box. Boxes without this number may be refused
at the cost of the shipper.
5. All returns are to be sent to our Canadian Distribution Center for assessment.
The statement “Goods Returning to Manufacturer” must be stated on all packages.
6. All products must be returned in saleable
condition. Partially used products will not be credited. Similarly, full credit
is subject to a quality control inspection carried out as per our ISO 9001:2000
specifications.
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Ordering Guidelines
1. You may place your order on-line, by fax at 1-800-246-8207, or by phone at
1-800-246-7817.
2. All orders must be checked within 24 hours of receipt so that any discrepancies
may be addressed.
3. Due to the volatile nature of the essential oils market, price commitment
is made on the placement of order only. We shall do our best to keep our website
updated on a daily basis.
4. We have no minimums. However, orders less than $100 are assessed an additional $10 small order administration fee.
5. Any changes made to your order after it has been confirmed will result in the 3% on-line discount
not being applied for the entire order.
If the order has already been completed and you wish to add on, the addition may need to be considered
a new order with all applicable guidelines. Similarly, should you wish an item removed after processing,
a 20% restocking fee will be applied to cover the cost of removing the item and repacking the order.
Please ensure all orders are accurate prior to finalizing in order to avoid this.
6. ONLY one first time customer discount will apply per address.
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Loyalty Discounts
Please note that our Customer Loyalty Program has changed. Due to drastically
reduced prices, all pre tax orders over $500 will receive an additional 2% discount.
Coupled with the 3% on-line discount, all pre tax orders over $500 will now
receive a total of 5% off their order plus any additional special discounts
up to a maximum of 10%.
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Special Promotions
From time to time, we run special promotions on select products for limited periods of time. This could be based on
various reasons including bulk discounts that we negotiated with our vendors or clearance discounts on discontinued items.
Please note that when Special Promotions discounts are in conjunction with any other discount, the maximum of all applicable
promotions & discounts shall not exceed 10%.
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Payment Methods
1. All orders must be paid in advance of shipping. Credit Privileges are available.
To learn about our credit policy, please
click here. Please note, all first time orders must be pre-paid.
2. We accept Visa, MasterCard, Pay Pal, Certified Cheque, Money Order, Direct
Bank Transfer, and Wire Transfer.
3. All orders with a subtotal of $500.00 or more, and being paid with a credit
card, will require an authorization form to be filled out and signed by the
customer.
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Shipping
1. Our default shipping agent is UPS.
2. In all cases we pass on our heavily discounted rates to you, our customer.
We do not operate our Shipping Department as a profit Center. Please note that
your shipping cost is calculated on-line using an integrated UPS shipping module,
using the annual negotiated discounted rates. Our UPS online quotes are estimates
based on weight and volume calculations. We reserve the right to change the
shipping charges. If this occurs you will be contacted for approval before your
order is processed.
3. All orders are shipped from our Canadian Warehouse. American orders are shuttled
to our distribution center in Cheektowaga, NY for further shipping with no additional
expense to customers for brokerage or customs on standard shipments. In cases
of shipping arrangements other than standard ground service including expedited
shipments, all additional charges for customs and or brokerage will be the responsibility
of the customer. Please note, our California location is a satellite sales office
only; products are not warehoused or shipped from this facility.
4. Alternative shipping method are available on request, 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.
New Directions Aromatics takes no responsibility for any loss, damages, or
delay that may occur. Similarly, we must be notified should additional insurance
be required. Without notification we ship products without insurance.
5. IRS and SSN information are required because they reduce 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
6. Essential Oils are classified as Hazardous Goods when shipped by air. Because
of this only ground shipments are available for essential oils. Express shipments
(Air) are available at cost on bottles and raw materials.
7. Back orders, though rare, are not automatically shipped. Regular ordering
policies will apply on arrival of stock.
8. We DO ship to Alaska and Hawaii. 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.
9. We currently do not require orders to be signed when delivered. However should
customers want the signature required option, a fee of $10.00 will be charged
by UPS.
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Order cancellations
Because our orders are processed so quickly, orders cancelled after they have
been filled will be charged a 20% restocking fee. The actual amount of time
will vary depending upon the season, but in most cases the order will have undergone
processing in less than three hours.
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Website Terms of Use
Please note, the International Federation of Aromatherapists do not recommend
that Essential Oils be taken internally unless under the supervision of a Medial
Doctor who is also qualified in clinical Aromatherapy.
The information on the New Directions Aromatics Website is obtained from current
and reliable sources but makes no representation as to its comprehensiveness or
accuracy. Nothing contained herein should be considered as a recommendation by
New Directions Aromatics as to the fitness for any use. As the ordinary or otherwise
use(s) of this product is outside the control of New Directions Aromatics Inc.,
no representation or warranty, expressed or implied is made as to the effect(s)
of such use(s) (including damage or injury), or the results obtained.
The liability of New Directions Aromatics Inc. is limited to the value of the
goods and does not include any consequential loss. New Directions Aromatics
Inc. shall not be liable for any errors or delays in the content, or for any
actions taken in reliance thereon.
The user of the product is solely responsible for compliance with all laws
and regulations applying to the use of the products, including intellectual
property rights of third parties.
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New Directions Aromatics is the only site I have found that provides such superior service and excellent products! After doing many hours of research to find a supplier for my essential oil needs one company stands out above the rest. Vicky even followed up to make sure that my order arrived and that there were no problems. You don’t find that kind of service any more! Top quality products-excellent service and fair prices. The order arrived packed expertly and all of the products were excellent. I highly recommend them to anyone and everyone!
