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 9001:2008 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.
  1. You may place your order on-line, by fax at 1-800-246-8207, or by phone at 1-800-246-7817.
  2. All orders must be checked within 24 hours of receipt so that any discrepancies may be addressed.
  3. Due to the volatile nature of the essential oils market, price commitment is made on the placement of order only. We shall do our best to keep our website updated on a daily basis.
  4. We currently have no minimums.
  5. Any orders above $5000.00 will have to be paid through Wire Transfer, Certified Cheque or Direct Deposit.
  6. Once an order has been confirmed we will not accept any additions or deletions. Should you wish to have any item removed after the order has been packed, a restocking fee will be applied to cover the cost of removing the item(s) and repacking the order. The fee will be $10.00 or 20% of the cost of the items removed, whichever is the greater amount. Any additions will be treated as a new order with all applicable guidelines. Please ensure that all orders are accurate prior to finalizing.
  7. At all times, prices are effective on the date of your order only. Discounts or coupons that were not valid on the date of your order, cannot be applied.
  1. All pre tax orders over $500 will receive an additional 2% discount. Coupled with the 3% on-line discount.
  2. Only one coupon will be accepted per order.
  3. Coupons and Special Promotions can only be applied to orders made on dates during which the coupon is in effect.
  1. All payments will be taken before an order is packed and shipped.
  2. We accept Visa, MasterCard, American Express, Pay Pal, Certified Cheque, Money Order, Direct Bank Transfer, E-mail Transfer and Wire Transfer.
    Note: Wire Transfers must be made WITHOUT COST TO THE BENEFICIARY.
    For Direct Deposit Payments, customers are encouraged to fax us a copy of the confirmation of payment to (905) 362-1926
    Note: All card payments will be billed under the name of: New Directions Aromatics Inc.
  3. All orders with a subtotal of $500.00 or more, and being paid with a credit card, will require an authorization form to be filled out and signed by the customer.
  4. Customers placing an order and paying with US Currency with Canadian shipping address is subject to applicable Canadian Taxes. (Taxes differ by Province).
  1. Our default shipping agent is FedEx.
  2. In all cases we pass on our heavily discounted rates to you, our customer. We do not operate our Shipping Department as a profit Center. Please note that your shipping cost is calculated on-line using an integrated FedEx shipping module, using the annual negotiated discounted rates. Our FedEx online quotes are estimates based on weight and volume calculations. We reserve the right to change the shipping charges. If this occurs you will be contacted for approval before your order is processed.
  3. All orders are shipped from our Canadian Warehouse. American orders are shuttled to our distribution center in Cheektowaga, NY for further shipping with no additional expense to customers for brokerage or customs on standard shipments. In cases of shipping arrangements other than standard ground service including expedited shipments, all additional charges for customs and or brokerage will be the responsibility of the customer.
  4. Poya Marketing Ltd takes no responsibility for any loss, damages, or delay that may occur. Similarly, we must be notified should additional insurance be required. Without notification we ship products without insurance.
  5. We currently do not require orders to be signed when delivered.
    However should customers want the signature required option, a fee of $10.00 will be charged by FedEx.
  6. Additional Charges:
    If you call FedEx to re-direct your parcel to another address OR if your address is input incorrectly or missing information and requires a FedEx update - there will be a FedEx charge between $10-$15 which will be billed to the customer.
  7. Alternative shipping method 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 aren't held accountable 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.
    Poya Marketing Ltd takes no responsibility for any loss, damages, or delay that may occur. Similarly, we must be notified should additional insurance be required. Without notification we ship products without insurance.
  8. 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 at cost on bottles and raw materials.
  9. Back orders, though rare, are not automatically shipped. Regular ordering policies will apply on arrival of stock.
  10. For environmental reasons, packing slips will not be shipped with any order. Customers are encouraged to use the emailed invoice as a guide instead.
  11. We now ship to Alaska, Hawaii and Puerto Rico by FedEx ground.
  12. 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.
6 Taxes

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 orders is processed.

Because our orders are processed so quickly, orders cancelled after they have been filled will be charged a 20% restocking fee. The actual amount of time will vary depending upon the season, but in most cases the order will have undergone processing in less than three hours.

At New Directions Aromatics, we believe that treating people with individual respect and courtesy is the core of excellent Customer Service. And to that extent, active steps have been taken to accommodate the needs of customers with disabilities by offering accessible services and facilities that provide equal opportunities without discrimination. We place a lot of importance on this.

Here are a few steps that we have put in place to ensure that:

TRAINING

All our Customer Service agents have been trained to communicate effectively and to provide assistance to treat people with disabilities, with the utmost respect and consideration.

COMMUNICATION

The manner in which we communicate - from the moment they step in, clearly demonstrates the importance we place on servicing all customers equally. A person's disability is respected and taken into consideration when communicating with them.

SERVICE ANIMALS AND SUPPORT PEOPLE

We welcome our customers who are in need of support people and guide dogs or other service animals.

DESIGNATED PARKING

Designated parking spots for the disabled are reserved for the exclusive use of those who have the Accessible Parking Permit displayed on the dashboard of the car.

ASSISTIVE DEVICES

We welcome our customers to use their own personal assistive devices such as wheelchairs and walkers. Our facility is suitably equipped.

WHEELCHAIR ACCESSIBLE WASHROOMS

We welcome customers who would need the use of a wheelchair accessible washroom. Our facility is suitably equipped.

DOCUMENTATION

Documents required by the Customer Service Standard are available upon request.

TEMPORARY INTERRUPTION OF SERVICES

If at any point in time, we are temporarily unable to offer these special services to assist customers with disabilities, we will provide advance notice of this interruption.

FEEDBACK

If you feel that these standards have not been maintained, please let us know by calling
1 877 255 7642 or you contact us by mail at:
New Directions Aromatics
6781 Columbus Road
Mississauga, L5T 2G9


Please reference our Privacy Policy link in order to see detailed information regarding this topic.

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