1. A site-wide discount of 5% will be applied to all pre-tax orders over $1000. This discount will still be applicable during special promotions and sales Site-wide discounts do not apply if you take advantage of payment terms.
2. Only one coupon will be accepted per order and per household.
3. Coupons and special promotions can only be applied to orders made on the dates during which the coupon is in effect.
Special Promotions
From time to time, we run special promotions on select products for limited periods of time. This could be based on various reasons including bulk discounts that we negotiated with our vendors or clearance discounts on discontinued items.
Payment Methods
1. Payments are processed online as soon as the order is confirmed.
2. We accept Visa, MasterCard, American Express, Pay Pal, Direct Deposit, Wire Transfer, Apple Pay, and Google Pay. We do not accept prepaid credit cards.
Note: Wire Transfers must be made WITHOUT COST TO THE BENEFICIARY.
For Direct Deposit payments, customers are encouraged to email us a copy of the confirmation of payment to ar@newdirectionsaromatics.com.
3. We accept credit card payments of up to $10,000.00. Orders over $10,000.00 must be paid by Wire Transfer, or Direct Deposit only.
Canada Sales Tax
All taxes are based on shipping address.
As of July 1st, 2010, no company in Ontario will be tax exempt.
Customers in provinces that participate in HST will be charged their respective rates:
▪ New Brunswick – 15%
▪ Newfoundland & Labrador – 15%
▪ Nova Scotia – 14%
▪ Ontario – 13%
▪ Prince Edward Island – 15%
Customers in provinces that do not participate in HST will only be charged 5% GST. These include Alberta, BC, Manitoba, Northwest Territories, Nunavut, Saskatchewan, and Yukon.
Starting September 2019, orders shipped to Quebec will be charged 5% GST and 9.975% QST unless QST No. is provided to waive the QST.
In addition to GST, customers in the following provinces will be charged PST if they do not provide a PST Number.
▪ British Columbia – GST 5%, PST 7%
▪ Manitoba – GST 5%, PST 7%
▪ Saskatchewan – GST 5%, PST 6%
Customers who are picking up orders must pay Ontario’s 13% HST even if they are not from Ontario. The taxes will be charged when the orders are processed.
Shipping
1. Our default shipping agent is UPS and FedEx.
▪ Please note that UPS and FedEx will use a local carrier in certain rural areas.
▪ Due to high UPS and FedEx surcharges for certain rural areas, (which are not reflected in the online shipping quote), New Directions Aromatics has the right to change the courier for your order to Canada Post OR FedEx.
2. If you set a PO box as your address, carriers including FedEx and UPS will be unable to deliver your order. However, we are working on an effective solution so that all our shipping options can offer PO box delivery to our customers in the future.
3. Orders are shipped from our central warehouse in Toronto, Ontario. We currently ship by ground courier to all provinces in Canada.
4. Orders under $100 are available for shipping only and are not available for pick up at our warehouse. Customers can choose from our shipping options at various price points to suit their needs.
5. New Directions Aromatics takes no responsibility for any losses, damages or delays that may occur. Similarly, we must be notified should additional insurance be required. Without notification, we ship products without insurance. Please note that transporters often do not heat their trucks in winter, nor refrigerate them in summer. Simply leave the product at room temperature for 24 hours before opening. Occasionally, stirring the product before use will be required to regain its consistency.
6. Additional Charges:
If you request the carrier to re-direct your parcel to another address, provide the incorrect address, or if there is missing information, there will be a charge of between $15 and $20 (add per box) that will be billed to the customer.
7. 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 a signed waver to ensure that we are not held responsible for any shipping issue outside of our control. Similarly, if we receive a shipping related invoice under these conditions, the customer will be responsible to pay for those charges.
Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.
8. Essential Oils and Fragrance Oils are classified as Hazardous Goods when shipped by air. Because of this, only ground shipments are available for essential oils. Express shipments (Air) are available for the rest of our products.
9. 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.
10. 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.
11. New Directions Aromatics will not be held responsible for refunding the cost of freight for Expedited or Express shipments or on any orders that are delayed for reasons outside of our control.
Return Policy
1. We have a 100% Customer Satisfaction Policy. Products can be returned within two weeks of receipt of shipment for a refund on the cost of goods (less shipping charges and applicable restock fee), if returned intact. Due to storage conditions that are outside of our control, we must receive any return within 15 business days. Otherwise, you will not qualify for a refund. No exceptions.
Please note that the following products are non-returnable, non-exchangeable, and non-refundable:
▪ All sample products (smallest SKU size of the product, i.e., 0.5 oz or 15 ml Essential Oil)
▪ Products on final sale or liquidation
▪ All drum size products of 180 kg or greater
▪ All unsealed organic products
▪ Special orders and formulations
2. All subjective returns (where there has been no mistake on the part of NDA) will be charged a 20% restocking fee, or a minimum of $10, whichever is greater.
3. Returns authorized beyond the two-week period will be charged a 30% restocking fee, or a minimum of $10, whichever is greater.
4. If an error has been made by us on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5. All product returns require an authorization number. This R.M.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.
6. All Canadian 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. If returned by any other shipping method, customers will be responsible for any surplus charges.
7. All subjective returns must be returned unused and in its original packaging within 15 days. Our retained samples will serve as the benchmark for quality-related issues. In other words, if the retained samples have no quality issues, no returns will be considered after the 15-day period. If we do not receive the returned merchandise or if it is damaged upon arrival, we are unable to issue a refund or credit. There is no refund on return freight.
8. If the cost of a returned item is $5 or less, a credit will be applied to the customer's account. There will be no refund or replacement for that product.
9. Refunds or credits can take up to 2 weeks to process, depending on the volume of returns. Once you receive our credit memo by email, refunds may take up to 8-10 business days for your financial institution to process before appearing on your statement.
10. Refunds will be processed with the same method used to pay for the order. We require VOID cheque to credit the account if the order was paid by Direct Deposit, ACH, or Wire Transfer.
Ready-To-Use Products Return Policy
1. We have a 100% Customer Satisfaction Policy. Any item can be returned within two weeks of receipt of shipment for a refund on the cost of goods (this may include a reduced shipping charges and applicable restock fee), assuming the product is unopened and intact. Please note that items that are indicated as samples, final sale or liquidation cannot be returned, refunded, or exchanged.
2. All subjective returns (where there has been no mistake from our end) will be assessed a 20% restocking fee, or a minimum of $10, whichever is greater. Items must be in saleable condition when returned. If we do not receive the merchandise or if it is damaged, we will not issue a refund or credit.
3. Returns authorized beyond the two-week period will be assessed a 30% restocking fee, or a minimum of $10, whichever is greater.
4. If we make a mistake on a written order, we will gladly pay for re-shipment. All errors arising from miscommunication on verbal orders will be the sole responsibility of the customer and they will be accountable for return freight. Please submit orders in writing whenever possible.
5. All product returns require an authorization number. The R.M.A number must be clearly marked on the outside of the box. Boxes without this number may be refused at the cost of the shipper.
6. All returns are to be sent to our Canadian Warehouse with the statement 'Goods Returning to Manufacturer' written clearly on all packages. Returns must be shipped by ground Postal Service to avoid any customs and brokerage charges. If returned by any other shipping method, customers will be responsible for those charges.
7. Products that are returned due to quality issues will be refunded or credited ONLY after a quality control inspection is carried out on the returned item(s) as per our ISO 9001:2015 specifications. Any item that has been used, mixed, diluted or altered in any manner will not be accepted for return, refund, or credit. Similarly, the cost of the return freight will only be refunded if the quality of the returned item(s) was deemed defective by our QA Department.
8. Refunds or credits can take UP TO 2 WEEKS to process, depending on the volume of returns. From the date you receive our credit memo by email, refunds may take 8-10 business days for your financial institution to process before appearing on your statement.