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FAQ's

Quality Control Shipping Policy & Procedures Product Related Questions Website Questions

Quality Control


What is ISO 9001:2015?

ISO stands for International Organization for Standardization. The "9001:2015" 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 that is in accordance with the requirements of ISO 9001:2015 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, who ensure that our system conforms; specifically, we are required to meet the following obligations:
  • An annual Customer Service survey must be conducted
  • Every customer concern must be logged and trended
  • The Management Team must have monthly meetings with documented meeting notes
  • All approved vendors must be listed and must have gone through appropriate screening measures
  • Internal audits must take place each quarter
  • We must demonstrate objective evidence of improvement
To download a copy of our ISO 9001:2015 registration, click here.


What is an MSDS?

MSDS stands for Material Safety Data Sheet. This document provides detailed product information on physical and chemical data that is required by material handlers and emergency workers. This includes melting points, boiling points, flash points, reactivity, first aid instructions, toxicity, storage recommendations, disposal instructions, control measures, protective equipment instructions, and spill and leak procedures. To learn more about MSDS documents and how to better understand them, click here.


What is a Certificate of Analysis?

A Certificate of Analysis is a document that outlines the results of testing a particular product against acceptable parameters. Certificates of Analysis can look quite different from product to product and from industry to industry; however, with Essential Oils, measurements quite often consist of the dominant constituents of a particular oil.


What is a GC report?

GC stands for Gas Chromatograph. In simple terms, a GC separates an Essential Oil into its individual components. Upon entry into the device, the oil is vaporized. Next, assisted by a carrier gas (usually Helium or Hydrogen), it passes through a column. The column itself sits within an oven. Here, the change in heat that takes place over time is controlled. 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. GC reports help purchasers protect an oil’s quality by ensuring that major constituents are within generally accepted guidelines. Also, they provide quantitative proof that the received product matches approved samples.

Still, it is important to note some of the limitations with GCs; 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 might have slight variations. Another limitation is that without Mass Spectrometry (MS) – a device significantly more expensive than even a GC – an oil’s 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, and doing so enables us to go one step further in protecting our quality.


Are any of your products tested on animals?

No, NDA does not carry out any tests on animals. Any toxicology information is obtained from reference materials.


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 customers to register their products should they wish to do so. Customers simply fill out the application on the Leaping Bunny website then send NDA the link to complete the declaration. We will then verify the customer in our system and complete the declaration. For further related questions, customers may contact our Customer Service department at support@newdirectionsaromatics.com.




Shipping


What are my shipping options?

We use UPS and Fed Ex as our shipping agents. In Canada, we use both UPS and Fed Ex. In USA, we use Fed Ex only. All shipping charges calculated online are based on our heavily discounted UPS and Fed Ex Ground rates. Customers may also use their own shipping accounts. Customers can make a note in the ‘Comment’ section of their orders, and we can refund their shipping costs.


How are your shipping charges calculated?

At New Directions Aromatics, we have developed a sophisticated software program that calculates the shipping costs on customer orders. Actual shipping charges are derived using a UPS and Fed Ex shipping matrix that factors in the actual weight or the dimensional weight (Length x Width x Height), depending on which is greater. We then apply our heavily discounted volume rate that we contract annually with UPS and Fed Ex. The savings are then passed directly to the customer, and we do not charge any additional handling fees. Charges can be seen online before orders are finalized, so there are no surprises.


What happens if I entered an incorrect address?

We use a completely integrated system to ensure that errors are not made. If customers make mistakes with entries, we will take every step possible to re-route the shipment; however, any additional charges as a result of customer errors will be billed directly back to the customer.


Can I ship with a courier or on my own shipping account?

Yes, this may be done; however, NDA will take no responsibility for shipping that is arranged by customers. This includes the following:
  • Customers using their own shipping accounts
  • Customers using their own couriers
  • Customers arranging for third parties to facilitate shipping
Should a customer decide to handle his or her own shipping arrangements, we require that a waiver be signed to ensure that NDA will not be held accountable for any shipping issues 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 a receipt for payment.


How do I track my orders?

Orders can be tracked right from our website. Simply log in to 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!


Where do my orders ship from?


All orders are processed at our Central Warehouse in Toronto, Canada. American orders are distributed daily from the FedEx Distribution Center in Cheektowaga, NY. In all cases, we are responsible for customs and clearance when applicable, with no cost to our customers.


When will I receive my order?


Shipping transit times will vary. Through UPS, all customers should receive their order within 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.


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 online. If a customer who is not shipping oils becomes interested in shipping products by air, they may contact us for a special air freight quote.


Do you ship outside the continental USA?


Yes, we do; however, customers will be asked to sign a Non-Continental 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 that the following conditions will apply:
  • All orders will be shipped by Canada Post and may take between 4 and 6 weeks
  • Payment for all non-continental orders must be made by wire transfer
  • In the event of a dispute, New Directions Aromatics will be released of all responsibility once proof of shipping has been produced


Why don't you ship via postal service to the USA?


Due to the time it takes to deliver to the US, and due to constrictions on tracking orders through the postal service, NDA is unable to ship orders via postal service to the USA.


Do you do Drop Shipping?


No, we do not do Drop Shipping.




Policy and Procedures



How does your 100% Customer Satisfaction Guarantee Work?

We are so confident in 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 (excluding shipping charges). If an error has been made by us on a written order, we will gladly pay for the re-shipment of the product.


I would like to return a 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 30% restocking fee will be assessed. Refunds or credits will be applied as per the customer's request.


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 for returning. All subjective returns (cases in which there have been no mistakes on our end) will be assessed a 20% restocking fee or a minimum of $10, whichever is greater. Returns that do not meet the criteria will be refused. Please note that items that are indicated to be samples, special orders, final sale items, or liquidation items cannot be returned, refunded, or exchanged. Drum orders of 396 lbs and greater are also non-returnable and non-refundable.



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 that have been cancelled before shipping but after they have been filled will be charged a $10.00 or 20% restocking fee, whichever amount is greater. If the delivery of an order is refused, customers will bear the entire cost of the return shipment as well as a $10.00 or 20% restocking fee, whichever is greater, to cover the cost of labor and packaging materials. On this there can be no exceptions.


Do you have a Minimum Order Policy?


Yes, NDA’s Minimum Order Policy requires orders to be a minimum of $100. On all orders less than $100, an Administrative Fee of $20 will be applied.


When will my order be processed?


Because we are a wholesaler, please allow up to 4 business days for order processing.


Are back-orders automatically filled?


No. In the event of a back order, we will contact you prior to shipping. Unfortunately, back-ordered product will not be shipped upon arrival; customers will have to place another order.


Why do you require my IRS information?


IRS 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 allows for a company's IRS number to be used and ensures that UPS does not leave the package unattended.


Taxes


Customers who are picking up orders from our Mississauga location in Ontario, Canada must pay Ontario's 13% HST even if they are not from Ontario. The taxes will be charged when the order is processed.


Do you accept verbal or faxed orders?


New Directions Aromatics accepts faxed, verbal, and purchase orders; however, these will not qualify for online discounts. In the case of verbal orders, please note that any error is the sole responsibility of the customer.


Which methods of payment does NDA accept?


We accept Visa, Master Card, Discover, American Express, Pay Pal, Certified Cheque, Wire Transfers, Direct Banking Deposits, E-mail Transfer, and International Money Orders. Unfortunately, we do not accept personal or business cheques. If payments are made via Wire Transfer, Direct Deposit, Certified Cheque, or an International Money Order, please do not send payment until we contact you with the exact total of your order.

All payments should be mailed to our Canadian office:

New Directions Aromatics
6781 Columbus Road
Mississauga, Ontario
Canada, L5T 2G9


When is my credit card charged?


Payment is taken from a credit card as soon as an order is submitted online. If there are any back orders or changes for discounts or freight, a refund will be issued before the shipment leaves our warehouse. If customers wish to add or remove items after payment is accepted, a restock fee of 20% or $10, whichever is greater, will be charged.


Do you have a physical store that we can visit?


No, we do not have a retail store.


Do you offer a distributor program or any further discounts?


No, we do not. We offer the lowest wholesale prices to our customers. We do not have any hidden discounting programs or referral systems. By ordering online, customers can take advantage of a 3% online discount. Orders over $500 receive an additional 2% VIP discount. Special pricing is available for large bulk orders and term contracts. Customers will get the best prices we can offer every time – no exceptions!


Do you accept international orders?


We have independent warehouses and offices around the world that handle orders outside of Continental North America. For detailed information about our International Orders, please click here.


What is your privacy policy?


For detailed information regarding our Privacy Policy, please click here.




Product Related Questions


What is an Essential Oil?


Essential Oils (also referred to as Aromatherapy Oils) are the highly-concentrated, volatile, aromatic natural essences of plants. The purest Essential Oils come from carefully-cultivated and wild-grown plants from climatic and geographic regions throughout the world. To learn more about Essential Oils, visit our comprehensive blog.


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 safe topical application. They are also used in the manufacturing of cold-process soaps and for massages by licensed Massage Therapists. Each Carrier Oil has different properties and the choice of a Carrier Oil can depend on the therapeutic benefit being sought. To learn more about Carrier Oils, click here.


Are your oils organic?


All of our oils are 100% pure and natural and free from any chemicals or pesticides. Although all of our products are of premium quality, not all of the oils have the Organic certification; however, we have now added an Organic line of Essential Oils and Carrier Oils that are accompanied by authentic certificates of organic production under strict supervision by internationally-recognized certifying bodies.


What are the different methods of extraction?


Steam Distillation: Distillation is the most common process of extracting an Essential Oil. Steam Distillation in particular isolates the aromatic, volatile element of the plant with the help of steam.

Cold Pressing: Cold Pressing – also called Expression – is used primarily for citrus fruits like oranges and lemons, in which the Essential Oils are obtained from tiny pockets in the fruits’ peels. Oils extracted by cold pressing are the most volatile of Essential Oils and can evaporate quickly when exposed to air. To learn more about the shelf lives of different oil categories, click here.

Solvent Extraction: In this method, flowers that are too delicate to be processed with heat or pressure are soaked in a solvent that extracts the flowers’ 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 (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.

To learn more about Essential Oil extraction methods, click here.


What are the different ways to use Essential Oils?


There are many ways that Essential Oils can be used. The following are the most common ways:

Massages: Massage is one of the most beneficial methods of using Essential Oils, because it combines the therapeutic powers of the oils with the benefits of Touch Therapy.

Inhalation: Inhalation is one of the quickest ways to experience the therapeutic benefits of Essential Oils. This method is reputed to be highly beneficial for comforting individuals with respiratory ailments; however, persons with asthma or epilepsy should avoid inhaling Essential Oils.

Baths: Diluting Essential Oils and adding them to a warm, soothing bath can create a relaxing and therapeutic experience.

Diffusers: Diffusers and Aromatherapy go hand-in-hand. Adding Essential Oils to a diffuser effectively introduces their therapeutic properties and fragrances to any environment.

Hot/Cold Compress: Compresses are an effective way to apply Essential Oils directly to the topical areas where they are needed the most.


How do you know that 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 the best quality therapeutic Essential Oils and Raw Materials at market-leading prices.


Can your oils be ingested?


Although our Essential Oils and Carrier Oils are pure and, in many cases, food grade, we do NOT recommend the ingestion of any of our products; they are highly-concentrated and have the potential to cause serious damage if used internally without the necessary expertise required for administering them. This is supported by the International Federation of Aromatherapists (IFEAT), which does not recommend ingestion of Essential Oils unless the individual is under the supervision of a medical doctor who is also qualified in clinical Aromatherapy as practiced in France.


How is it that you sometimes carry more than one variety of an Essential Oil?


In such cases (a good example is Lavender Essential Oil, which has over 35 varieties that grow around the world), 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 higher grades are preferred by licensed Massage Therapists and Aromatherapists.


How are you able to charge such reasonable prices for your 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, they 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 the savings on to our customers. New Directions Aromatics remains committed to rolling back prices as we negotiate better volume discounts with our suppliers and as we continue to grow globally – that's our promise to you!


Why are most Essential Oils not to be used directly on the skin?


Many Essential Oils can cause irritation to the skin, and for this reason they should be diluted in a Carrier (vegetable) Oil before being applied to the skin.


What does the term 'phototoxic' mean?


When an Essential Oil is said to be phototoxic, it means that when applied to the skin prior to sunlight exposure, the oil can increase the skin's pigmentation. Most citrus Essential Oils are considered to be phototoxic. Oils that should be avoided approximately six hours before prolonged sunlight exposure include Bergamot, Lemon, Grapefruit, Orange, and Mandarin – these should not be used at all while taking phototoxic medications, as any direct sunlight on the skin could trigger the possibility of a medical emergency.


Why should some oils be avoided during pregnancy?


Pregnant and nursing women are advised not to use Essential Oils without the medical advice of a physician, as they can have effects on certain hormone secretions and it is unclear whether these effects are transferable to babies at these stages of development. Some Essentials Oils can also potentially encourage bleeding. Always consult your physician or a reputable Aromatherapist before using any Essential Oil. Some oils to refrain from using throughout pregnancy include Ajowan, Basil, Camphor, Cedarwood, Chamomile, Clary Sage, Cypress, Fennel, Hyssop, Juniper Berry, Marjoram, Rose Geranium, Rosemary, and Thyme, to name a few.


What is the difference between an Essential Oil and a Fragrance Oil?


Essential Oils’ essences are obtained directly from plants or plant parts and are all natural, whereas Fragrance Oils are manufactured in a lab and are composed of different aromatic chemicals.


How do I store my Essential Oils once I have purchased them?

It is recommended that oils be stored between 0 and 20 degrees Celsius (room temperature) and out of direct sunlight. Refrigeration after opening is optimal.


NDA's 500 ml sizes are transported in aluminum bottles to prevent breakage and spillage, but their Epoxy Resin coating can cause a change in the Essential Oils’ natural fragrances, if they are not decanted into dark glass containers/bottles after they have been received. If Essential Oils cannot be immediately decanted, they should be decanted with the top left off for a day or two so that the oil's scent may rectify itself. On rare occasions, this will not be possible, but the quality of the oil will not be degraded.


Do you sell natural preservatives?


Yes, we do. Grapefruit Seed Extract 60/40 (Citricidal) is reputed to exhibit effective broad spectrum anti-microbial properties. Vitamin E MT50 Full Spectrum contains antioxidant properties and will delay rancidity when added to formulations. To see our most popular preservatives, click here.


What Carrier Oil do you use for 3% dilutions?


For 3% dilutions, we recommended using Jojoba Golden Carrier Oil. This means 97% of Carrier Oil and 3% of the real Essential Oil.


Can Orange Wax be used as an emulsifier in lotions?


No, Orange Wax cannot be used as emulsifier, but it can be used as an emollient. Orange Wax is not processed. It does not need to be used in large amounts in the lotions, as it will stain; however, it will impart moisture to the skin.




Website Questions


I forgot my password/my password does not seem to work.


Please note that the password you enter is case sensitive. This means that, if your password has upper- and lower-case characters, they must be entered exactly as such into the password entry box. If you are still having problems please, click here to start the process for creating a new password.


I am on a Macintosh and am having problems processing my order.


To begin, please ensure that whichever browser you are using is up-to-date. In some cases, particular 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.


I am having problems logging in and/or proceeding through the Checkout section.


If using a PC, please try placing the order with an up-to-date version of Microsoft Explorer, Firefox, or Netscape.

If using a Mac, please try placing the order with an up-to-date version of Internet Explorer.

Some users may experience trouble logging in and/or proceeding through the Checkout area if they are using a firewall (whether a software version like ZoneAlarm or a router). If possible, disable your firewall in order to proceed through the Checkout and/or login sections of the site. Other problems may stem from high security settings on your browser, which prevent access to sections of our site.

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 to the Checkout.

If the problem still persists, please contact us.


How can I change my delivery address?


Your delivery address can be changed when you have completed your order and are getting ready to proceed to Checkout. Simply do the following:
  • Click on "Check out," which should then show the current delivery address
  • Click on "Change Address," then enter the information for the new delivery address
  • Click the "Continue" button, and the revised delivery address should now be listed

How do I update my email address?
  • 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, then click "Continue"

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, then click "Continue"

Do I need an account to browse or shop?


No, you do not need to have an account to browse products; however, in order to place an order, you must set up an account.


How do I sign up for your newsletter?


To sign up for our newsletter, click the "eNewsletter" option on the website, then enter your email address and click the "Continue" button.


Sometimes the products in my shopping cart disappear after several minutes. 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. New customers and returning customers are both encouraged to first log in or to create an account before beginning to shop. This ensures that products added to your cart will be saved until you proceed to the Checkout section.

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