Orders, shipping & returns
01 Ordering
Ordering Guidelines
1
Please place your order online via our website. Ensure you are on the correct country website (E.g. USA vs Canada). For International Orders, please see instructions HERE.
2
We update our website daily. Due to the volatile nature of essential oils, our price commitment is limited to the date on which the order was placed.
3
At all times, prices are effective on the date of your order only. Discounts or coupons that were not valid on the date of your order cannot be applied.
4
There is NO Minimum Order Policy.
5
Please ensure that all orders are accurate prior to finalizing and submitting them online.
6
Once an order has been confirmed we will not accept any additions or deletions. If two separate orders were placed, we cannot combine them in the same shipment.
7
All orders must be checked immediately upon receipt so that any discrepancies may be addressed. In the event of an error, a photograph of the product with its label and lot number clearly showing should be immediately sent to support@newdirectionsaromatics.com with your order number.
Order Cancellations
Orders may be processed immediately upon submission. Orders placed on the weekend may be processed before regular office hours on the following Monday morning. All orders cancelled after they have been filled at the plant will be charged a 20% restocking fee.
Discounts & Coupons
1
Only one coupon will be accepted per order.
2
Coupons and special promotions can only be applied to orders made on the dates during which the coupon is in effect.
3
Coupon eligibility is determined by the order subtotal before tax & shipping is applied.
Payment Methods
1
Payments are processed online as soon as the order is confirmed.
2
We accept Visa, MasterCard, American Express, Pay Pal, Direct Deposit, Wire Transfers, Apple Pay, and Google Pay. We do not accept prepaid credit cards.
NOTE
Wire Transfers must be made WITHOUT COST TO THE BENEFICIARY.
For Direct Deposit payments, customers are encouraged to email us a copy of the confirmation of payment to ar@newdirectionsaromatics.com
3
We accept credit card payments of up to $10,000.00. Orders over $10,000.00 must be paid by Wire Transfer or ACH payment only.
US State Sales Tax
1
NDA will collect state sales tax on customer orders as required by the laws and regulations of the state the order is being shipped to.
2
Sales tax exemption is possible for customers that meet specific eligibility requirements of their state and submit a valid tax exemption certificate/document Determination of tax exemption eligibility and the submission of certificates/documents including any data contained in the certificates/documents is solely the responsibility of the customer.
3
Information provided by the customer in any submitted tax exemption document is solely the responsibility of the customer. NDA is NOT responsible for any information provided and bears no liability of any kind for incorrect, incomplete, or deficient information submitted by the customer.
4
For an order to qualify for any tax exemption, NDA must have on record in the customer account, a valid (i.e. validated by the NDA team: correctly filled in, not expired, accepted by shipment destination state) exemption certificate at the time of order.
5
NDA reserves the right to decide on the validity of any submitted exemption documents.
6
In the event that an exemption certificate is initially validated by NDA but is later found to be invalid (for any reason as determined by NDA), all outstanding orders not yet shipped will be put on hold pending the submission of valid exemption certificates. If valid certificates are not provided, the order value will be recalculated to include sales tax and the customer will be required to pay the sales tax as a condition of order shipment. Otherwise, the order may be cancelled.
7
Sales tax charged on orders already shipped to customer will not be refunded if the customer subsequently submits a valid exemption certificate for the shipment destination state.
8
NDA has no obligation, responsibility or liability for any customer interaction and outcome with state authorities regarding sales taxes.
9
To get a tax exemption, make sure you’ve registered a valid tax exemption certificate in your account profile, you must receive confirmation via email that it was approved, before placing your order. You won’t have the option to upload a certificate after placing the order.
HOW TO UPLOAD YOUR CERTIFICATE
To upload your certificate, go to āMy Accountā select āManage Tax Exemption Certificates,ā enter the required information, and click āSubmit.ā Once youāve received email confirmation that your certificate has been approved, you may submit your order. For detailed instructions, click HERE
02 Shipping
Shipping
1
Our default shipping agent is FedEx.
2
All orders are shipped from our Central Warehouse in Canada. US orders are shuttled to our distribution center for further shipping with no additional expense to customers for brokerage or customs on standard shipments. Additional charges for exceptions made to standard shipments will be the responsibility of the customer.
3
If you set a PO box as your address, carriers including FedEx and UPS will be unable to deliver your order. However, we are working on an effective solution so that all our shipping options can offer PO box delivery to our customers in the future.
4
New Directions Aromatics takes no responsibility for any losses, damages or delays that may occur. Similarly, we must be notified should additional insurance be required. Without notification, we ship products without insurance. Please note that transporters often do not heat their trucks in winter, nor refrigerate them in summer. Simply leave the product at room temperature for 24 hours before opening. Occasionally, stirring the product before use will be required to regain its consistency.
5
Additional Charges:
If you request the carrier to re-direct your parcel to another address, provide the incorrect address, or if there is missing information, there will be a charge of between $15 and $20 (add per box) that will be billed to the customer.
6
Alternative shipping methods 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 are not held responsible for any shipping issue outside of our control; similarly, if we receive a shipping related invoice under these conditions, the customer will be responsible to pay for those charges.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
7
Essential Oils and Fragrance 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 for the rest of our products.
8
We notify our customers for out-of-stock items. If we do not hear back from them within 2 business days, their orders will be shipped as-is and the balance will be refunded to them by the original method of payment. Out-of-stock items are NOT automatically shipped later when the stock is replenished but must be reordered at that time. Regular ordering policies will apply.
9
For environmental reasons, packing slips will not be shipped with any order. Customers are encouraged to use a copy of the emailed invoice as a packing slip instead.
10
IRS information is required for orders over $2000 because it 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.
11
New Directions Aromatics will not be held responsible for refunding the cost of freight for Expedited or Express shipments or on any orders that are delayed for reasons outside of our control.
03 Returns
Return Policy
1
We have a 100% Customer Satisfaction Policy. Products can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Due to storage conditions that are outside of our control, we must receive any return within 15 business days. Otherwise, you will not qualify for a refund. No exceptions.
Please note that the following products are non-returnable, non-exchangeable, and non-refundable:
- All sample products (smallest SKU size of the product, i.e., 0.5 oz or 15 ml Essential Oil)
- Products on final sale or liquidation
- All drum size products of 180 kg or greater
- All unsealed organic products
- Special orders and formulations
2
All subjective returns (where there has been no mistake on the part of NDA) will be charged a 20% restocking fee, or a minimum of $10, whichever is greater.
3
Returns authorized beyond the two-week period will be charged a 30% restocking fee, or a minimum of $10, whichever is greater.
4
If an error has been made by us 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 customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5
All product returns require an authorization number. This R.M.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.
6
All US returns are to be sent to our Distribution Center as indicated in the Return Authorization instructions provided by our customer service staff and must be shipped by ground service only. The statement 'Goods Returning to Manufacturer' must be stated on all packages together with the Return Authorization Number. Refunds will only be processed after inspection and assessment has been completed by our QC Department.
7
All subjective returns must be returned unused and in its original packaging within 15 days. Due to storage conditions being outside of our control, there will be no exceptions to this policy. Our retained samples will serve as the benchmark for quality-related issues. In other words, if the retained samples have no quality issues, no returns will be considered after the 15-day period. If we do not receive the returned merchandise or if it is damaged upon arrival, we are unable to issue a refund or credit. There is no refund on return freight.
8
If the cost of a returned item is $5 or less, a credit will be applied to the customer's account. There will be no refund or replacement for that product.
9
Refunds or credits can take up to 2 weeks to process, depending on the volume of returns. Once you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.
10
Refunds will be processed with the same method used to pay for the order. We require VOID cheque to credit the account if the order was paid by ACH or Wire Transfer.
Ready-To-Use Products Return Policy
1
We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (this may include a reduced shipping charges and applicable restock fee), assuming the product is unopened and intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.
2
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. Items must be in saleable condition when returned. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
3
Returns authorized beyond the two-week period will be assessed a 30% restocking fee, or a minimum of $10, whichever is greater.
4
If we make a mistake 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 customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5
All product returns require an authorization number. The R.M.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.
6
All returns are to be sent to our Canadian Warehouse with the statement 'Goods Returning to Manufacturer' written clearly on all packages. Returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.
7
Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per our ISO 9001:2015 specifications. Any item that has been used, mixed, diluted or altered in any manner will not be accepted for return, refund, or credit. Similarly, the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our QA Department.
8
Refunds or credits can take up to two weeks to process, depending on the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.
NEED A HAND?
We're here to help.
Questions & support:
Bulk sales inquiries:
Orders, shipping & returns
01 Ordering
Ordering Guidelines
1. Please place your order online via our website. Ensure you are on the correct country website (E.g. USA vs Canada). For International Orders, please see instructions HERE.
2. We update our website daily. Due to the volatile nature of essential oils, our price commitment is limited to the date on which the order was placed.
3. At all times, prices are effective on the date of your order only. Discounts or coupons that were not valid on the date of your order cannot be applied.
4. There is NO Minimum Order Policy.
5. Please ensure that all orders are accurate prior to finalizing and submitting them online.
6. Once an order has been confirmed we will not accept any additions or deletions. If two separate orders were placed, we cannot combine them in the same shipment.
7. All orders must be checked immediately upon receipt so that any discrepancies may be addressed. In the event of an error, a photograph of the product with its label and lot number clearly showing should be immediately sent to support@newdirectionsaromatics.com with your order number.
Order Cancellations
Orders may be processed immediately upon submission. Orders placed on the weekend may be processed before regular office hours on the following Monday morning. All orders cancelled after they have been filled at the plant will be charged a 20% restocking fee.
Discounts & Coupons
1. Only one coupon will be accepted per order.
2. Coupons and special promotions can only be applied to orders made on the dates during which the coupon is in effect.
3. Coupon eligibility is determined by the order subtotal before tax & shipping is applied.
Payment Methods
1. Payments are processed online as soon as the order is confirmed.
2. We accept Visa, MasterCard, American Express, Pay Pal, Direct Deposit, Wire Transfers, Apple Pay, and Google Pay. We do not accept prepaid credit cards.
NOTE
Wire Transfers must be made WITHOUT COST TO THE BENEFICIARY.
For Direct Deposit payments, customers are encouraged to email us a copy of the confirmation of payment to ar@newdirectionsaromatics.com
3. We accept credit card payments of up to $10,000.00. Orders over $10,000.00 must be paid by Wire Transfer or ACH payment only.
US State Sales Tax
1. NDA will collect state sales tax on customer orders as required by the laws and regulations of the state the order is being shipped to.
2. Sales tax exemption is possible for customers that meet specific eligibility requirements of their state and submit a valid tax exemption certificate/document Determination of tax exemption eligibility and the submission of certificates/documents including any data contained in the certificates/documents is solely the responsibility of the customer.
3. Information provided by the customer in any submitted tax exemption document is solely the responsibility of the customer. NDA is NOT responsible for any information provided and bears no liability of any kind for incorrect, incomplete, or deficient information submitted by the customer.
4. For an order to qualify for any tax exemption, NDA must have on record in the customer account, a valid (i.e. validated by the NDA team: correctly filled in, not expired, accepted by shipment destination state) exemption certificate at the time of order.
5. NDA reserves the right to decide on the validity of any submitted exemption documents.
6. In the event that an exemption certificate is initially validated by NDA but is later found to be invalid (for any reason as determined by NDA), all outstanding orders not yet shipped will be put on hold pending the submission of valid exemption certificates. If valid certificates are not provided, the order value will be recalculated to include sales tax and the customer will be required to pay the sales tax as a condition of order shipment. Otherwise, the order may be cancelled.
7. Sales tax charged on orders already shipped to customer will not be refunded if the customer subsequently submits a valid exemption certificate for the shipment destination state.
8. NDA has no obligation, responsibility or liability for any customer interaction and outcome with state authorities regarding sales taxes.
9. To get a tax exemption, make sure you’ve registered a valid tax exemption certificate in your account profile, you must receive confirmation via email that it was approved, before placing your order. You won’t have the option to upload a certificate after placing the order.
HOW TO UPLOAD YOUR CERTIFICATE
To upload your certificate, go to āMy Accountā select āManage Tax Exemption Certificates,ā enter the required information, and click āSubmit.ā Once youāve received email confirmation that your certificate has been approved, you may submit your order. For detailed instructions, click HERE
02 Shipping
Shipping
1. Our default shipping agent is FedEx.
2. All orders are shipped from our Central Warehouse in Canada. US orders are shuttled to our distribution center for further shipping with no additional expense to customers for brokerage or customs on standard shipments. Additional charges for exceptions made to standard shipments will be the responsibility of the customer.
3. If you set a PO box as your address, carriers including FedEx and UPS will be unable to deliver your order. However, we are working on an effective solution so that all our shipping options can offer PO box delivery to our customers in the future.
4. New Directions Aromatics takes no responsibility for any losses, damages or delays that may occur. Similarly, we must be notified should additional insurance be required. Without notification, we ship products without insurance. Please note that transporters often do not heat their trucks in winter, nor refrigerate them in summer. Simply leave the product at room temperature for 24 hours before opening. Occasionally, stirring the product before use will be required to regain its consistency.
5. Additional Charges:
If you request the carrier to re-direct your parcel to another address, or if your address is input incorrectly or missing information there will be a charge of between $15 and $20 (add per box) that will be billed to the customer.
6. Alternative shipping methods 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 are not held responsible for any shipping issue outside of our control; similarly, if we receive a shipping related invoice under these conditions, the customer will be responsible to pay for those charges.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
7. Essential Oils and Fragrance 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 for the rest of our products.
8. We notify our customers for out-of-stock items. If we do not hear back from them within 2 business days, their orders will be shipped as-is and the balance will be refunded to them by the original method of payment. Out-of-stock items are NOT automatically shipped later when the stock is replenished but must be reordered at that time. Regular ordering policies will apply.
9. For environmental reasons, packing slips will not be shipped with any order. Customers are encouraged to use a copy of the emailed invoice as a packing slip instead.
10. IRS information is required for orders over $2000 because it 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.
11. New Directions Aromatics will not be held responsible for refunding the cost of freight for Expedited or Express shipments or on any orders that are delayed for reasons outside of our control.
03 Returns
Return Policy
1. We have a 100% Customer Satisfaction Policy. Products can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Due to storage conditions that are outside of our control, we must receive any return within 15 business days. Otherwise, you will not qualify for a refund. No exceptions.
Please note that the following products are non-returnable, non-exchangeable, and non-refundable:
- All sample products (smallest SKU size of the product, i.e., 0.5 oz or 15 ml Essential Oil)
- Products on final sale or liquidation
- All drum size products of 180 kg or greater
- All unsealed organic products
- Special orders and formulations
2. All subjective returns (where there has been no mistake on the part of NDA) will be charged a 20% restocking fee, or a minimum of $10, whichever is greater.
3. Returns authorized beyond the two-week period will be charged a 30% restocking fee, or a minimum of $10, whichever is greater.
4. If an error has been made by us 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 customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5. All product returns require an authorization number. This R.M.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.
6. All US returns are to be sent to our Distribution Center as indicated in the Return Authorization instructions provided by our customer service staff and must be shipped by ground service only. The statement 'Goods Returning to Manufacturer' must be stated on all packages together with the Return Authorization Number. Refunds will only be processed after inspection and assessment has been completed by our QC Department.
7. All subjective returns must be returned unused and in its original packaging within 15 days. Due to storage conditions being outside of our control, there will be no exceptions to this policy. Our retained samples will serve as the benchmark for quality-related issues. In other words, if the retained samples have no quality issues, no returns will be considered after the 15-day period. If we do not receive the returned merchandise or if it is damaged upon arrival, we are unable to issue a refund or credit. There is no refund on return freight.
8. If the cost of a returned item is $5 or less, a credit will be applied to the customer's account. There will be no refund or replacement for that product.
9. Refunds or credits can take up to 2 weeks to process, depending on the volume of returns. Once you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.
10. Refunds will be processed with the same method used to pay for the order. We require VOID cheque to credit the account if the order was paid by ACH or Wire Transfer.
Ready-To-Use Products Return Policy
1. We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (this may include a reduced shipping charges and applicable restock fee), assuming the product is unopened and intact. Similarly, all returns must be received by us within 15 business days to qualify for a refund. Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.
2. 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. Items must be in saleable condition when returned. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
3. Returns authorized beyond the two-week period will be assessed a 30% restocking fee, or a minimum of $10, whichever is greater.
4. If we make a mistake 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 customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5. All product returns require an authorization number. The R.M.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.
6. All returns are to be sent to our Canadian Warehouse with the statement 'Goods Returning to Manufacturer' written clearly on all packages. Returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.
7. Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per our ISO 9001:2015 specifications. Any item that has been used, mixed, diluted or altered in any manner will not be accepted for return, refund, or credit. Similarly, the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our QA Department.
8. Refunds or credits can take up to two weeks to process, depending on the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.
NEED A HAND?
We're here to help.
Questions & support:
Bulk sales inquiries: