Shipping & Returns
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. 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. This will not harm the integrity of the product. 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.
4. Additional Charges:
If you call the carrier to re-direct your parcel to another address, or if your address is input incorrectly or missing information, and requires the carrier to update the information, there will be a charge of between $10 and $15 (add per box) that will be billed to the customer.
5. 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, in the event that we receive a shipping related invoice under these conditions, it will authorize us to process the customer's credit card.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
6. Essential 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 the products.
7. 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.
8. 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.
9. IRS information is required 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. This allows for a company's IRS Number to be used and in addition ensures FedEx does not leave the package unattended.
10. 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.
Order Cancellations
Orders are usually processed within three (3) hours of submission, though the actual amount of time will vary depending upon the season. Orders placed on the weekend may be processed before regular office hours on the Monday morning. All orders cancelled after they have been filled at the plant will be charged a 20% restocking fee.
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. Similarly, all returns must be received by us within 15 business days to qualify for a refund.
Please note that the following products are non-returnable, non-exchangeable, and non-refundable:
▪ All sample products (smallest sku size of the product, ie. 5 ml or 15 ml Essential Oil)
▪ Products on final sale or liquidation
▪ All drum size products of 180 kg or greater
▪ All unsealed organic products
2. All subjective returns (where there has been no mistake on the part of NDA) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater.
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 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.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 and in it's original packaging within 15 days. Due to storage conditions being outside of our control, there will be no exceptions to this policy. And since storage conditions are outside of our control, 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 the returned merchandise is not received by us or if it is damaged, 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 for any reason can take up to 2 weeks to process, depending upon the volume of returns. From the date 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 in the manner in which the order was paid. We require VOID cheque to credit the account if order is 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 (less shipping charges and applicable restock fee), provided 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.
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 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.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 for assessment. The statement 'Goods Returning to Manufacturer' must be stated on all packages. All 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. All subjective returns must be returned in saleable condition. Partially used products will not be credited. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
8. 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 whatsoever 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.
9. Refunds or credits can take up to 1 month to process, depending upon 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.