FAQ's

Quality Control Shipping Policy & Procedures Product Related Questions Website Questions

Quality Control


What is ISO 9001:2008?

ISO stands for International Organization for Standardization. The "9001:2008" 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 9001:2008 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 9001:2008 registration.


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.


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.


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.


Are any of your Products tested on Animals?


We do 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 you to register your products should you wish. For more information please click here: www.leapingbunny.org




Shipping


What are my shipping options?


We use UPS and Fed Ex as our shipping agent. All shipping charges calculated on-line are based on our heavily discounted UPS and Fed Ex Ground rates. Customers may also use their own shipping account. Customer can make a note in the comment section of order and we can refund the shipping cost.


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 and Fed Ex 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 and Fed Ex. 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!


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.


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.


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.


How do I track my 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.


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.


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.


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.


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.


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 weeks.
  • 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.


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.



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 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 by us on a written order, we will gladly pay for re-shipment of product.


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 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 on returning. All subjective returns (where there has been no mistake from our end) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater. Returns not meeting the criteria will be refused. Please note that items that are indicated as samples, special order, final sale or liquidation cannot be returned, refunded, or exchanged. Please note that drum orders of 396lb and greater are non-returnable and non-refundable.



Can I make changes to my order after I have submitted it?


NO. Once an order has been confirmed we will not accept any additions or deletions. Should you wish to have any item 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. Any additions will be treated as a new order with all applicable guidelines. Please ensure that all orders are accurate prior to finalizing.


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 is greater. If 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 labor and packaging materials. On this there can be no exceptions.


Do you have a minimum order?


There is a Minimum Order Policy, which requires orders to be of minimum $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, backordered 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 in addition ensures 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 orders is processed.


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.


What methods of payment do you 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 cannot accept personal or business cheques.

Unless you have been approved for NET30 payments, all orders need to be pre-paid before processing. We do not accept CODs.

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
6781 Columbus Road
Mississauga, Ontario
Canada, L5T 2G9


When is my credit card charged?


Payments are taken from credit cards as soon as an order is processed. If there are any backorders or changes for discounts or freight a refund will be issued before the shipment leaves our warehouse. Should customers wish to add-on or remove items after payment is taken, a restock fee of 20% or $10 , whichever is greater, will be charged.


Do you have a physical store that we can visit?


We do not have a retail store.


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.


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 International Orders link to see detailed information.


What is your privacy policy?


Please reference our Privacy Policy link in order to see detailed information regarding this topic.




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.


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.


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 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: 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.


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.


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.


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.


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.


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.


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 blended in a carrier (vegetable) oil before being applied to the skin. Only Lavender and Tea Tree essential oils can be applied directly to the skin, or ‘neat’. 


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.They 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 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.


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.


How do I store my essential oils once I have purchased them?

It is recommended that oils should be stored between 0 and 20 degrees Celsius (room temperature) and out of direct sunlight. Refrigeration after opening is optimal. Our 500-ml sizes are transported in aluminum bottles to prevent breaking and spilling. Because these bottle are lined with epoxy resin, the oils may take on a change to their fragrance if not decanted into dark glass after receiving them. If not 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 effect of the oil will not be degraded.



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.


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.


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.




Website Questions


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


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.


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.


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.

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

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

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.


How do I sign up for your newsletter?
  • Click the eNewsletter option on the website
  • Enter your email address and click the "Continue" button.

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.

[Back to Top]
Your order doesn't meet our minimum order amount policy.

If your total order amount is more than $100 then $20 admin fee would be waived off.

So do you still want to checkout now?

Yes
shipping Shipping

Shipping orders of APR 19, 20


Discount off Discounts

Save upto 5% on every order
3% online discount
2% for orders over $500


Customer Care

Question or Concerns?

1-800-246-7817
9am-5pm EST (Mon-Fri)

HACKER SAFE certified sites prevent over 99.9% of hacker crime. Thawte