Question 1

What is ISO 9001:2015?

Accepted Answer

ISO stands for International Organization for Standardization. The "9001:2015" designation is the specific standard under which our Quality Management System is certified. Since 2003, New Directions Aromatics Inc. has successfully implemented a quality system that is in accordance with the requirements of ISO 9001:2015 quality standard for custom packaging of Essential Oils, natural cosmetics, and their raw materials. We are audited each year to international standards by certified auditors, who ensure that our system conforms; specifically, we are required to meet the following obligations: An annual Customer Service survey must be conducted Every customer concern must be logged and trended The Management Team must have monthly meetings with documented meeting notes All approved vendors must be listed and must have gone through appropriate screening measures Internal audits must take place each quarter We must demonstrate objective evidence of improvement

Question 2

What is an SDS?

Accepted Answer

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.

Question 3

What is a Certificate of Analysis?

Accepted Answer

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

Question 4

What is a GC report?

Accepted Answer

GC stands for Gas Chromatograph. In simple terms, a GC separates an Essential Oil into its individual components. Upon entry into the device, the oil is vaporized. Next, assisted by a carrier gas (usually Helium or Hydrogen), it passes through a column. The column itself sits within an oven. Here, the change in heat that takes place over time is controlled. Different chemical compounds react at different speeds within the column, and this information is captured on the Gas Chromatograph.  GC reports are unique and, in many publications, they are referred to as ‘fingerprints’ of that particular batch of Essential Oil. GC reports help purchasers protect an oil’s quality by ensuring that major constituents are within generally accepted guidelines. Also, they provide quantitative proof that the received product matches approved samples.  Still, it is important to note some of the limitations with GCs; while a GC may produce a unique fingerprint of an Essential Oil, this result is often unique to the GC device and the skill of the user. Even when conditions (such as the type of column being used, ambient temperature, retention rates, etc.) are held equal, results might have slight variations. Another limitation is that without Mass Spectrometry (MS) – a device significantly more expensive than even a GC – an oil’s individual components cannot be identified. In recent years, this has become less of an issue, as libraries of reference are being compiled and made available. Sources are typically Food and Flavor journals and, by replicating conditions with a GC, major constituents can now be reasonably identified.  We are one of the few companies in our industry who own and operate our own Gas Chromatograph, and doing so enables us to go one step further in protecting our quality.

Question 5

Are any of your products tested on animals?

Accepted Answer

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

Question 6

Are you part of the Leaping Bunny Program (Coalition for Information on Cosmetics)?

Accepted Answer

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.

Question 7

Are you now collecting state sales tax?

Accepted Answer

We have not yet started collecting state sales tax, but plan to start in the next several weeks. We have turned on our tax exemption certificate functionality so the tax exempt customers can submit their certificates and avoid paying sales tax when we do go live with tax collection.

Question 8

Why are you starting state sales tax collection?

Accepted Answer

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.

Question 9

Can I be exempt from paying sales tax?

Accepted Answer

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.

Question 10

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

Accepted Answer

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 bill-to and ship-to 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.

Question 11

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

Accepted Answer

Tax exemption certificates are always based on shipment destination state.

Question 12

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

Accepted Answer

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 the vast majority of cases for our customers, the exemption reason will be the reselling of our products (either in a repack/rebrand or manufacturing use situation).

Question 13

How can I provide a state sales tax exemption certificate?

Accepted Answer

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 that this is the case and will provide functionality for you to upload the tax exemption certificate.

Question 14

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

Accepted Answer

No. The Business Permit/License for your state is not the same thing as a sales tax exemption certificate. The tax exemption certificate is a separate document that must be independently provided.

Question 15

What happens once I submit my tax exemption certificate?

Accepted Answer

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 everything is good, we will record the certificate in our system and you will not be charged tax 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.

Question 16

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?

Accepted Answer

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 (see related FAQ), 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.

Question 17

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

Accepted Answer

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.

Question 18

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

Accepted Answer

If the order has not yet shipped, we may be able to apply the exemption. The position of the order in the fulfillment cycle will determine how this can be handled. Our Customer Service Representatives may need to contact you.

Question 19

Is my exemption certificate valid forever?

Accepted Answer

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 let you know in plenty of time to provide a new exemption certificate before the old one expires.

Question 20

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

Accepted Answer

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

Question 21

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

Accepted Answer

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.

Question 22

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

Accepted Answer

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.

Question 23

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

Accepted Answer

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

Question 24

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

Accepted Answer

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.

Question 25

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

Accepted Answer

If you have ship-to addresses in multiple states (even if you have a bill-to 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 ship-to 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 such as 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 bill-to 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.

Question 26

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

Accepted Answer

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.

Question 27

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?

Accepted Answer

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.

Question 28

I submitted a sales tax exemption certificate(s) and have orders that have not yet shipped, can I get the tax exemption on those existing orders?

Accepted Answer

The short answer is "yes"! How this happens will depend where the order is in our fulfillment cycle. In some cases, it may be fairly easy to recalculate the order with no taxes applied, and in other cases we may have to create a brand new order. Of course, this is all contingent on the submitted certificates being valid.

Question 29

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

Accepted Answer

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.

Question 30

How will I know if my exemption certificate will expire?

Accepted Answer

For some States, the sales tax exemption certificates never expire. But, others do have an expiration date. To make you life 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.

Question 31

What are my shipping options?

Accepted Answer

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

Question 32

How are your shipping charges calculated?

Accepted Answer

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

Question 33

What happens if I entered an incorrect address?

Accepted Answer

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.

Question 34

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

Accepted Answer

Customers may also use their own shipping accounts for UPS and Fed Ex and other carrier. Customers can make a note in the "Shipping Instructions" section on the shipping page when placing an order.  However, NDA will take no responsibility for shipping that is arranged by customers. This includes the following:  Customers using their own shipping accounts Customers using their own couriers Customers arranging for third parties to facilitate shipping Should a customer decide to handle his or her own shipping arrangements, we require that a waiver be signed to ensure that NDA will not be held accountable for any shipping issues outside of our control. Similarly, in the event that we receive a shipping-related invoice under these conditions, it will authorize us to process the customer's credit card. Please note that in all instances where payment is required a copy of the invoice will be forwarded with a receipt for payment.

Question 35

How do I track my orders?

Accepted Answer

Orders can be tracked right from our website. Simply log in to your personal account, review your order history, and click on the button indicating “Track my Order.” In addition, an automated email with your tracking number will be sent to you after the package leaves our warehouse. Simply click the link to track your package. It's that simple – it's that convenient!

Question 36

Where do my orders ship from?

Accepted Answer

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.

Question 37

When will I receive my order?

Accepted Answer

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. Orders placed through our website will show you an estimated delivery date.

Question 38

Why can't my product be sent by air?

Accepted Answer

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.

Question 39

Do you ship outside the continental USA?

Accepted Answer

Yes, we do; however, customers will be asked to sign a Non-Continental Shipping Waiver. This denotes that New Directions Aromatics will not be responsible for any loss, damage, or delays that may result when shipping outside the continental USA.  Please note that the following conditions will apply: All orders will be shipped by Canada Post and may take between 4 and 6 weeks Payment for all non-continental orders must be made by wire transfer In the event of a dispute, New Directions Aromatics will be released of all responsibility once proof of shipping has been produced

Question 40

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

Accepted Answer

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

Question 41

Do you do Drop Shipping?

Accepted Answer

No, we do not do Drop Shipping.

Question 42

How does your 100% Customer Satisfaction Guarantee Work?

Accepted Answer

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.

Question 43

I would like to return a product beyond the allowed 2 weeks. Can this be done?

Accepted Answer

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.

Question 44

How do I return a product?

Accepted Answer

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

Question 45

What if I want to cancel my order after it has been placed?

Accepted Answer

Processing times may vary slightly depending upon the season, but in most cases your online order will have undergone processing in less than 24 hours. Because our orders are processed so quickly, orders that have been cancelled before shipping but after they have been filled will be charged a $10.00 or 20% restocking fee, whichever amount is greater. If the delivery of an order is refused, customers will bear the entire cost of the return shipment as well as a $10.00 or 20% restocking fee, whichever is greater, to cover the cost of labor and packaging materials. On this there can be no exceptions.

Question 46

Do you have a Minimum Order Policy?

Accepted Answer

NO, NDA does not have a Minimum Order Policy.

Question 47

When will my order be processed?

Accepted Answer

Orders are processed within two business days if submitted with complete payment.

Question 48

Are back-orders automatically filled?

Accepted Answer

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

Question 49

Why do you require my IRS information?

Accepted Answer

IRS information reduces the chances that your shipment will be delayed during interstate transit. We fully understand your concern over disclosing this information, and we guarantee the confidentiality of your personal information. At the same time, we would like to recommend an option that protects your interests; many consumers are now having their shipments sent directly to their place of work. This allows for a company's IRS number to be used and ensures that UPS does not leave the package unattended.

Question 50

Do you accept verbal or faxed orders?

Accepted Answer

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

Question 51

Which methods of payment does NDA accept?

Accepted Answer

We accept Visa, Master Card, Discover, American Express, Pay Pal, Certified Cheque, Wire Transfers, Direct Banking Deposits, E-mail Transfer, and International Money Orders. Unfortunately, we do not accept personal or business cheques. If payments are made via Wire Transfer, Direct Deposit, Certified Cheque, or an International Money Order, please do not send payment until we contact you with the exact total of your order.  All payments should be mailed to our Canadian office:  New Directions Aromatics 6781 Columbus Road Mississauga, Ontario Canada, L5T 2G9

Question 52

When is my credit card charged?

Accepted Answer

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

Question 53

Do you have a physical store that we can visit?

Accepted Answer

No, we do not have a retail store.

Question 54

Do you offer a distributor program or any further discounts?

Accepted Answer

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

Question 55

Do you accept international orders?

Accepted Answer

We have independent warehouses and offices around the world that handle orders outside of Continental North America.

Question 56

What is your privacy policy?

Accepted Answer

For detailed information regarding our Privacy Policy, please click here

Question 57

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

Accepted Answer

Depending on your banking institution/credit card, 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.

Question 58

Why are my American Express Credit Cards not working?

Accepted Answer

We are experiencing a technical issue in processing payments with American Express and are working diligently to resolve this issue. In the meantime, we still accept and can process orders on most other standard forms of payment. This includes Visa, Mastercard, ACH, and PayPal. We apologize for any inconvenience and thank you for your patience. If you have any questions, please contact customer service at support@newdirectionsaromatics.com

Question 59

What is an Essential Oil?

Accepted Answer

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

Question 60

What is a Carrier Oil?

Accepted Answer

Carrier Oils are also referred to as vegetable oils and base oils. They have extensive applications in Aromatherapy, because they are used to dilute Essential Oils or Absolutes for safe topical application. They are also used in the manufacturing of cold-process soaps and for massages by licensed Massage Therapists. Each Carrier Oil has different properties and the choice of a Carrier Oil can depend on the benefit being sought.

Question 61

Are your Essential Oils and Carrier Oils organic?

Accepted Answer

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

Question 62

What are the different methods of extraction?

Accepted Answer

Steam Distillation: Distillation is the most common process of extracting an Essential Oil. Steam Distillation in particular isolates the aromatic, volatile element of the plant with the help of steam.  Cold Pressing: Cold Pressing – also called Expression – is used primarily for citrus fruits like oranges and lemons, in which the Essential Oils are obtained from tiny pockets in the fruits’ peels. Oils extracted by cold pressing are the most volatile of Essential Oils and can evaporate quickly when exposed to air. To learn more about the shelf lives of different oil categories, click here.  Solvent Extraction: In this method, flowers that are too delicate to be processed with heat or pressure are soaked in a solvent that extracts the flowers’ volatile elements. The solvent is then evaporated at high temperatures, leaving only the most fragrant constituents behind. This process produces what is called an "Absolute."  CO2 Extraction: The CO2 Extraction method yields a greater number of aromatic compounds than any other distillation process. In certain conditions at a low temperature, Carbon Dioxide (CO2) can be pressurized to become a liquid. This liquid then acts as a solvent and is used to extract the oil from plants. After extraction is completed, the extraction vessel is brought back to normal temperature and the CO2 rapidly converts to gas, leaving behind a high-quality oil that is free of solvents.  To learn more about Essential Oil extraction methods, click here.

Question 63

What are the different ways to use Essential Oils?

Accepted Answer

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 Essential Oils. This method is reputed to be highly beneficial for comforting individuals with respiratory ailments; however, persons with asthma or epilepsy should avoid inhaling Essential Oils.  Baths: Diluting Essential Oils and adding them to a warm, soothing bath can create a relaxing 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.

Question 64

How do you know that the essential oil are pure?

Accepted Answer

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.

FAQ's

Quality Control

US State Sales Tax

Shipping

Policy and Procedures

Product Related Questions

Website Questions