Frequently Asked Questions
HOW-TO GUIDES
GENERAL GUIDES
ORDERING GUIDES
BUSINESS GUIDES
QUALITY CONTROL
What is ISO 9001:2015?
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.
PRICE INCREASES
Why have product prices increased?
We strive to offer high-quality raw materials at competitive prices. However, various factors such as increased raw material costs, supply chain disruptions, currency fluctuations, and rising operational expenses have led to price adjustments.
How often do prices change?
We review our pricing periodically to reflect changes in sourcing, production, and global market trends. Any adjustments are made thoughtfully to balance affordability with sustainability.
Will bulk or wholesale customers receive discounts despite price increases?
Yes, we continue to offer competitive bulk pricing. Larger quantity purchases may still qualify for volume discounts.
How can I stay updated on price changes?
We recommend checking our website regularly for updates on pricing and promotions or contacting our customer service team at support@newdirectionsaromatics.com
SHIPPING
What are my shipping options?
In Canada, we use both UPS and FedEx. All shipping charges calculated online are based on our heavily discounted UPS and FedEx ground rates. Customers may also use their own shipping accounts.
Do you deliver orders to PO Boxes?
If you set a PO box as your address, carriers including FedEx and UPS will be unable to deliver your order. However, Canada Post can deliver to PO Boxes.
How are your shipping charges calculated?
Actual shipping charges are derived using a UPS and FedEx shipping matrix that factors in the actual weight or the dimensional weight (Length x Width x Height), depending on which is greater. 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 UPS and Fed Ex and other carrier, 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.
Is my order eligible for pick up?
As of July 1st, 2025, we will not be offering customer pick up on orders under $100. Only orders over $100 will be eligible for pick up at our warehouse. We have flexible shipping options at various price ranges so customers can choose the option that best suits their needs.
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.
When will I receive my order?
Shipping transit times will vary. Through FedEx and UPS, 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 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 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. However, if you are picking up your order or arranging a courier pickup, the order must exceed $100.
Are back-orders automatically filled?
No. Unfortunately, back-ordered products will not be shipped upon arrival. Customers will have to place another order. In the event of a back order, we will contact you prior to shipping.
Will I be charged taxes if I am not from Ontario?
Customers who are picking up orders from our Mississauga location in Ontario, Canada must pay Ontario's 13% HST even if they are not from Ontario. The taxes will be charged when the order is processed.
Which methods of payment does NDA accept?
We accept Visa, Master Card, American Express, Pay Pal, Google Pay, Apple Pay, ACH, Wire Transfers, and EFT. 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.
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, persons 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
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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.
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Also please ensure that you are logged onto the correct website. Canadian customers should be logged on to www.newdirectionsaromatics.ca 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.