Frequently Asked Questions

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 raw materials. We are audited each year to international standards by certified auditors, who ensure that our system meets 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 SDS?

SDS stands for 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 SDS 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 often consist of the dominant constituents of a particular oil.

What is a GC report?

A Gas Chromatograph (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 in an oven where the heat that develops 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.

US STATE SALES TAX

Why are you starting state sales tax collection?

States are enacting legislation that require even remote (web based) sellers to collect sales tax from local customers that receive ordered products and services in the state. The rules vary state to state, but if we meet the conditions, we are legally required to collect sales tax in that state.

Can I be exempt from paying sales tax?

Yes. Businesses (or other various types of organizations) may be eligible for sales tax exemption if they resell or use our products in the manufacture of other products. There are additional reasons for valid exemption (e.g. Government organization, charitable organization, etc.) that each state has defined. In each case, a valid state sales exemption certificate must be provided for the shipment destination state to be exempt from sales tax. Please visit the Manage State Sales Tax Exemption Certificates in the My Account section to learn more and to use our automated tax exemption submission tool.

I have a personal account, can I be exempt for sales tax?

An individual cannot be exempt from state sales tax. However, if you have opened a Personal Account, but are also purchasing for a business, you may be eligible for tax exemption. In this case, you will have to add any billing and shipping addresses to your personal account and provide exemption certificates for the business(es) you are buying for (as if you had opened a Business Account). If eligible and valid for tax exemption, when placing an order, you will need to select the addresses for the business in order for the system to recognize tax exemption.

Are state sales tax exemption certificates based on company location or shipment destination?

Tax exemption certificates are always based on shipment destination state.

How do I know if I am exempt from state sales tax?

You can visit Manage State Sales Tax Exemption Certificates in your My Account section to learn more and to use our automated tool which will outline available exemption options for your destination state(s). In most cases for our customers, the exemption reason will be the reselling of our products (either in a repackaging/rebranding or manufacturing use situation).

How can I provide a state sales tax exemption certificate?

We have provided an automated tax exemption certificate submission tool that can be accessed from the My Account section. The tool walks you step by step in creating and submitting the certificate. You can also download a PDF [link] of the process/options to submit your certificate. The automated tool covers the vast majority of states. There are a few states that do not allow the use of the automated tool, but require that their certificate be filled out, signed and uploaded as a document. In those cases, our automated tool will inform you and will provide functionality for you to upload the tax exemption certificate.

Is my state business permit/license the same thing as a sales tax exempt certificate?

No. The Business Permit/License for your state is not the same as a sales tax exemption certificate. The tax exemption certificate is a separate document that must be independently provided. We have provided an automated tool (Manage State Sales Tax Exemption Certificates) to help you with the submission process.

What happens once I submit my tax exemption certificate?

Once received, we will validate your exemption certificate to ensure it has been correctly filled out (if not, we will contact you to address any issues). If approved, we will record the certificate in our system, and you will not be taxed for any orders going to the state with the exemption certificate. In case a state has an expiry date on an exemption certificate, we will inform you with plenty of time to submit a new one.

I used your automated tax exemption certificate submission process on your website, and didn't deal with any state agency, do I have to provide any information to state tax authorities?

No. If you have submitted a valid tax exemption certificate via our automated tool, you do not have to contact any state authority from your end. For the small number of states that do not allow the use of the automated tool, you will need to get the tax exemption certificate from the state (typically downloaded from their site), fill and sign it, and upload to NDA via the automated system.

If I submit a tax exemption certificate, can I get taxes back from previous orders?

For orders that ship before a tax exemption certificate is provided, NDA cannot provide taxes already collected. If there is a mechanism in your state to retrieve taxes on orders that may have been exempt, the customer is responsible for any tax refund actions.

What happens if I submit a tax exemption certificate after placing an order?

Customer will be exempted for future orders, but not that specific order since tax has already been calculated and the invoice has been created.

Does my exemption certificate expire?

This depends on the state. Some states have certificates that never expire and some expire in one year. We will keep track of this for you and notify you to provide a new exemption certificate before the old one expires.

Do I need a tax exemption certificate for each state where I ship to?

As a general answer, yes. However, there are complexities that exist where some states accept certificates from other states. Our system will track the rules for you so you don't have to.

Why would a tax exemption certificate not be validated by NDA?

Sometimes the information provided on the certificate is not complete or does not match records (e.g. state tax id, etc.). In any case, where there is a discrepancy, we will contact you to clear it up.

My company has moved locations/changed addresses, is my existing exemption certificate invalid?

If you have moved within the same state, the certificate should still be valid. If you have moved to another state, you may need to resubmit a certificate for that state.

I still have issues/questions regarding tax exemption certificates and their submission, what can I do?

You can email or call our Customer Service and we will do our best to help you.

Is my order stock reserved while NDA validates my submitted tax exemption certificate?

Yes. Any products that you have ordered will be reserved pending our validation process. Once validated, they can ship with a tax exemption. If there is an issue, we will contact you to resolve it.

What if I have ship-to locations in multiple states?

If you have shipping addresses in multiple states (even if you have a billing address in your home state), you will require an exemption certificate for each ship-to destination state to be exempt from sales tax. If you submit exemption certificates for some of the shipping states, then you will only be sales tax exempt for the states with certificates (and will pay sales tax for the remaining ones).

Your NDA business account can support multiple state exemption certificates that are linked to your Bill-To address.

When submitting the certificate for each ship-to state with our automated tool, if you are shipping to a registered business in that state (division/sister company/ etc.), please include the destination's organizations info (including Name, Tax ID, etc.) in the exemption certificate. If you are not shipping to a registered business that is part of your organization (i.e., drop shipping to a customer/supplier), you can include your home state billing organization info in the exemption certificate. As each state has specific rules, if there are any issues, our Customer Service Team will contact you to resolve.

I submitted a tax exemption certificate which was validated by NDA, why is there still some sales tax being charged on my order?

Each state decides which types of products and services will be exempted by an exemption certificate. So, it is possible that specific items or services (e.g. freight) are not covered by the exemption certificate for a certain state. In those cases, only the items that are not exempted will have sales tax charged.

I submitted a sales tax exemption certificate, can I get a refund on my sales tax for orders that have already shipped prior to my submission?

No. Once an order has been shipped, a refund for the sales tax portion of the order cannot be provided even if the exemption certificate has been submitted after the shipment. Once the certificate is submitted and validated, all subsequent orders will be tax exempt.

What happens if my tax exemption certificate expires before my orders are shipped?

Final sales taxes are recorded at time of shipment/invoicing so it is possible that an order received may have its exemption certificate expire prior to shipment/invoicing. NDA is aware of this situation and closely monitors orders and certificate expiration dates. If there is a chance of this occurrence, our Customer Service team will contact you to ensure a new certificate is submitted prior to shipment ensuring no sales tax.

How will I know if my exemption certificate will expire?

For some States, the sales tax exemption certificates never expire. However, others do have an expiration date. To make things easier, NDA monitors the expiration date of all submitted certificates and will inform you in plenty of time that expiration is approaching, and that a new one should be submitted.

I am an international company (i.e. not located in the United States), but I ship your product to a Freight Forwarder (or other third party) located in the US. Can I be exempt from sales tax?

States will typically require a US State Tax Id for sales tax exemption. In some cases, they will accept Tax Ids from other states and in some cases they will not. If a US Tax ID is not available for a shipment destination state, sales tax will most likely need to get charged. You should consult with your CPA or other tax advisor to determine the exact requirements for Sales Tax exemption in the shipment destination state.

I know my shipment destination state requires remote sellers to charge sales tax, why is there no sales tax being charged on my order?

Each state has specific rules and conditions when sales tax should be collected by remote sellers. So, even though a State has laws requiring sales tax collection, if the all the conditions have not been met, no sales tax will be charged (even if you don't have an exemption certificate). NDA monitors the situation with each state and once all conditions have been met, we will start charging sales tax.

TARIFFS

What are tariffs, and how do they impact my purchases?

Tariffs are taxes imposed on imported goods based on their country of origin.

Will product prices change due to tariffs?

It depends on the products' country of origin. Products from USA, Canada and Mexico are not impacted by tariffs at this point. There is a general 10% tariff for most products based on their country of origin expect China which is steeper.

What should I do if I have concerns about my future orders?

If you have any concerns about upcoming orders, our team is happy to assist you. Please reach out to us at support@newdirectionsaromatics.com with any questions.

If/When the tariffs are removed by the US government, will your prices change?

Yes! We will adjust our pricing to reflect the current market conditions and remain committed to providing high quality natural ingredients at the best possible price.

We encourage customers to stay informed and reach out to our customer service team for additional details and check out our FAQ section regularly.

SHIPPING

What are my shipping options?

In USA, we use FedEx only. All shipping charges calculated online are based on our heavily discounted FedEx ground rates. Customers may also use their own shipping accounts.

Do you deliver orders to PO Boxes?

No, we cannot ship to PO boxes.

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 FedEx 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 FedEx. 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?

Customers may also use their own shipping accounts for Fed Ex, as long as they provide their “Shipping Account Number” during checkout.

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

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, customer will be contacted for these additional charges. 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?

Customers will receive an email from FedEx regarding their shipping details. Please check your junk/spam folder if you did not receive the email.

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 FedEx, all customers should receive their order within no more than 5 to 6 business days after the order leaves our warehouse.

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, please note that the following conditions will apply:

▪ All orders will be shipped by Canada Post and may take between 4 and 6 weeks

▪ 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, as well as 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 & 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 email 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?

Orders are processed immediately upon submission and cannot be canceled. 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. There will be no exceptions on this.

Do you have a Minimum Order Policy?

NO, NDA does not have a Minimum Order Policy.

Are back-orders automatically filled?

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

Why do you require my IRS information?

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 recommend the option that protects your interests, since many consumers are now having their shipments sent directly to their workplace.

Which methods of payment does NDA accept?

We accept Visa, Master Card, American Express, Pay Pal, Google Pay, Apple Pay, ACH, Wire Transfers, and Direct Banking Deposits. Unfortunately, we do not accept personal or business cheques. If you are paying via Wire Transfer or Direct Deposit, please do not send payment until we contact you with the exact total of your order.

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 once the order has been shipped and invoiced.

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 without any hidden discounting programs or referral systems. By ordering online, customers can take advantage of a 5% discount on orders over $1000 (pre-tax). However, 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?

For more information about International Orders, please click here.

What is your privacy policy?

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

Why is there a foreign transaction fee on my credit card statement?

Depending on your banking institution, you may be charged a Network Assessment Fee when you place an order with us. This is not an additional charge from NDA and is a fee your bank/credit card charges to you directly.

If you have any questions or concerns about an NAF charge related to a purchase with New Directions Aromatics on your most recent statement, please contact our Customer Service team at support@newdirectionsaromatics.com. Make sure to include your order number, total order amount, and NAF assessed by your bank.

PRODUCT RELATED

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 specific climatic and geographic regions throughout the world. To learn more about Essential Oils, visit our comprehensive blog.

What is a Carrier Oil?

Also referred to as vegetable oils and base oils, Carrier Oils are neutral, cold-pressed oils that are used to dilute Essential Oils or Absolutes for safe topical application. They are also used in the manufacturing of cold-process soaps and in massage therapy. Each Carrier Oil has a unique set of nutrients, properties, aromas, textures, and viscosities, and the choice of a Carrier Oil can depend on the usage or desired benefit. To learn more about Carrier Oils, click here.

Are your Essential Oils and Carrier Oils organic?

While all of our Essential Oils and Carrier Oils are 100% pure and natural, we also have 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 is the “Clean Standard” at New Directions Aromatics?
The Clean Standard at New Directions Aromatics represents our commitment to offering products that meet rigorous safety and purity standards. Products that have the Clean Standard label are formulated without ingredients that may cause adverse effects to human health or the environment. Ingredients that are avoided in our Clean Standard products include parabens, formaldehydes and their releasers, mercury compounds, oxybenzone, octinoxate, hydroquinone, triclosan, coal tar, nitro musk, phthalates, lyral, and lilial.

Our Clean Standard reflects our dedication to transparency, ethical sourcing, and providing the highest quality raw materials that align with your values for clean and sustainable ingredients. For more information, click here.

What are the different methods of extraction?

Steam Distillation: The most common distillation practice for extracting an Essential Oil, steam distillation uses steam to isolates the aromatic, volatile element of the plant.

Cold Pressing/Expression: Cold Pressing 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 aromatic benefits of the oils with the benefits of Touch Therapy.

Inhalation: Inhalation is one of the quickest ways to experience the benefits of aromatherapy. This method is reputed to be highly beneficial for comforting individuals with respiratory ailments. However, those 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 experience.

Diffusers: Diffusers and Aromatherapy go hand-in-hand. Adding Essential Oils to a diffuser effectively introduces their aromatic 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 essential oil are pure?

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 Essential Oils at market-leading prices.

Can your oils be ingested?

Due to their highly concentrated nature, we do NOT recommend the ingestion of any of our Essential Oils or Carrier Oils because they 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?

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?

An Essential Oil that is phototoxic increases the skin’s sensitivity and pigmentation if applied topically prior to direct sun exposure. Most citrus Essential Oils are phototoxic, although non-phototoxic varieties are available. Oils that should be avoided approximately six hours before prolonged sunlight exposure include Bergamot, Lemon, Grapefruit, Orange, and Mandarin. These should be avoided 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.

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

Essential Oils are essences that 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 substances.

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 and 1L sizes are transported in aluminum bottles, and sizes larger than 1L are transported in metal cans to prevent breakage and spillage. However, their Epoxy Resin coating can cause a change in the Essential Oil or Fragrance Oil, if they are not decanted into dark glass containers/bottles after they have been received. Essential Oils and Fragrance 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.

WEBSITE

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

Clear cache/cookies. If using Edge/Safar or on an Apple device, please switch to a Chrome Browser. For better experience, try to place your order on a PC.

Also please ensure that you are logged onto the correct website. American 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 in the My Account section.

▪ Ensure you are signed in to your account

▪ Click on the Account icon in the upper right-hand corner of the screen
▪ Click on "My Account" then select "Addresses" in the left-hand menu

▪ Click on "Add New Address"

▪ Under "Select Address Type", indicate your shipping preference

How do I update my email address?

Your email address can be changed in the My Account section.

▪ Sign in with your old email address and password

▪ Click on the Account icon in the upper right-hand corner of the screen
▪ Click on "My Account" then select "Account settings" in the left-hand menu”

▪ In the e-mail address field, replace the old e-mail address with the new one, then click “SAVE UPDATES”

How do I change my password?

Your password can be changed in the My Account section.

▪ Sign in with your old email address and password

▪ Click on the Account icon in the upper right-hand corner of the screen
▪ Click on "My Account" then select "Account settings" in the left-hand menu”

▪ Fill in your current password and new password, then click “SAVE UPDATES”

Do I need an account to browse or shop?

No, you do not need to have an account to browse products. When placing an order, you may do so when signed in to your Account, or via Guest Checkout. To ensure you have the best possible shopping experience, we recommend that you always place orders through an Account.

How do I sign up for your newsletter?

To sign up for our newsletter, scroll to the bottom of a page, enter your email address under "Subscribe to our newsletter" and click the “Subscribe” 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. To avoid this happening, please sign into your account and save your cart as a shopping list. For more instructions, please click here.

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Frequently Asked Questions

Still have questions?