POLICIES & TERMS
POLICIES & TERMS
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By placing an order you agree to the following Policies and Terms: Updated 06/28/2019
Where is the business based?
NATURE'S FRAGRANCE orders are shipped from Sheldon, Wisconsin (USA).
Do you have a storefront?
NATURESFRAGRANCE.COM is an internet based business. At the current time we do not have a storefront for retail shopping or order pickup.
Is your website secure?
Our whole website is secure, every single page. If you refer to the upper left of the address bar you will see a secured padlock. Our website is hosted by Bigcommerce which is one of the leading Ecommerce hosts and we also have a Geotrust SSL certificate. No credit card or debit card information is stored on our site. All credit card and debit card transactions are processed through Square.com or Paypal.com.
What payments do you accept?
We accept Visa, MasterCard, Discover, American Express, and PayPal. Payment is due at time of purchase. Checkout on our website is provided through Square and Paypal payment processing. No credit card information is stored on our website or servers.
Do you offer any coupons?
Any current coupons will be found in our monthly newsletter or posted on Facebook business page.
I forgot to use my coupon, can you apply it for me?
Sorry, we do not allow coupons to be applied to an order after it has been placed. Please make sure the coupon is applied before completing the checkout process. If you are having issues with a coupon please contact us first before completing the order. There will be no exceptions to this policy.
How do I use a coupon?
In the main cart area there is a section that says coupons and the code can be entered there. Also during the checkout on the right hand side there is a section that says coupon/gift certificates and the coupon codes can be entered there as well.
In the main cart area there is a section that says coupons and the code can be entered there. When in the checkout towards the bottom it will show the number of items and it says show details. If you click on the show details then it will open up and show the spot to enter a coupon or gift certificate.
Can I get a free sample?
Customers will receive one random free 1oz fragrance oil sample per order that is $30 or more "Before Shipping".
Order like you normally would and if you spend $30 or more before shipping, then the free 1oz sample will be added to the cart. This sample must remain in your cart while you complete your purchase to be eligible to receive the sample. If the sample is removed and NOT on your order, then the free sample will not be included in your shipment. Multiple orders on the same day may receive the same sample.
Can I add on to an order or cancel an order?
Order Add-on & Cancellation Policy:
Going forward we will no longer allow order add-ons or changes after an order has been placed. Orders that have already shipped can not be cancelled. There is a 25% restocking charge on all returned / canceled orders which includes orders cancelled by the purchaser prior to shipment.
What is the Standard $8.95 Shipping option?
One Rate (any size order) ships for only $8.95, Order 1 bottle or a thousand bottles and it ships for only $8.95
Standard Shipping $8.95 – One Rate any size order. Ships via UPS Ground or USPS. (Physical Addresses Preferred)
Do you charge sales tax?
Yes, a 5.5% sales tax will be charged on orders shipped to Wisconsin. If you wish to claim tax exemption for the State of Wisconsin please email us at firstname.lastname@example.org so we can have you fill out a state tax exemption form. After we receive the completed form we will set your account up with the completed tax exemption.
Additional ordering information
Payment Verification: You may be asked to provide additional information, a copy of the drivers license or state issued ID for the credit card holder, and/or we may need to verify the credit card number and contact the credit card company for charge verification to prevent fraud.
When making a payment via credit card: Please ensure that ALL of your information was entered correctly. Please especially make sure that the billing address and zip code matches what is on file with your credit card's issuing bank EXACTLY (including any abbreviations or punctuation). If this information is correct and your card is declined, please contact your credit card company.
If you attempt to process payment multiple times with an incorrect address or zip code, your bank may show the charges as pending and hold the money (even though the charges are actually declined) until the charges fall off. The amount of time this takes can vary from 1 day to 30 days and will depend on your credit card company's discretion. We are not responsible for your repeated attempts to process payment, which may result in a hold on your funds.
Address Correction Fees: Make sure your shipping address is correct before checking out. If an address change needs to be done or corrected after an order has shipped we will charge a $25 fee. Intercepting and redirecting of packages is not guaranteed. If an order has shipped with an incorrect address and the order gets lost we will not be held responsible for lost packages.
A product is out of stock, when will you get more in?
We order twice a month. The best way to find out when a product comes back in stock is to sign up on our website for instock email notifications. This can be done on the product listing by selecting the size you would like to purchase and putting in your email address, then click notify me.
Which countries do you ship to?
We ship to the US, Canada, and New Zealand. We will also ship to various freight forwarding companies at the customers request.
When will my order ship?
Most orders ship within 1-3 business days. Order processing time may be longer during holidays and sales. Order processing may take up to 7 business days if we are running a sale.
We ship Monday - Friday
On occasion, you may receive a shipping notification email on a weekend day (Saturday or Sunday), however the package will not ship until Monday.
NaturesFragrance.com office and shipping department will be closed on the days listed below. Orders submitted on these days will not be processed until the next open business day.
January 1 New Year’s Day
May 27 Memorial Day
July 4 Independence Day
September 2 Labor Day
November 11 Veterans Day (observed)
November 28 Thanksgiving Day
November 29 Day After Thanksgiving
December 24 Christmas Eve
December 25 Christmas Day
December 31 For Inventory
How long until I receive my package?
Shipping Policy Continued:
Most orders to the continental US are delivered in 3-5 business days after they are shipped. This time is not guaranteed and can take longer depending on the time of year "Holidays", weather, and other factors that we can not control. Most International shipments are delivered within 7-14 business days, but may take longer in special circumstances. More shipping information can be found at the following link. https://www.naturesfragrance.com/shipping/
I'm missing a product from my order, what do I do?
Missing Item(s) Policy:
Our orders are double checked by us in our video monitored packaging area before they are packaged for shipment. Please completely unpack everything and thoroughly search inside the box before calling us about a missing item. Often items get overlooked and may be hiding within the packaging materials
Once your package has been received, all reports of incorrect items, missing items, or damaged items must be reported within 24 hours of receipt/delivery. We may require proof of error and will need time to review our video. We will not be able to make any adjustments after this time.
What do I do if I receive a leaking item in my order?
Damaged Shipment Policy:
If you receive a leaking bottle please contact us right away. All reports of leaking bottles or damages must be reported to us within 24 hours of receipt/delivery. We will need photos of the box and leaking bottles. (This is required and no refunds, credits, or replacements will be given without it). Once we receive the requested information we will credit your account, refund or replace the lost amount. We will not be able to make any adjustments after this time.
What do I do if I haven't received my order?
Missing Shipment Policy:
PLEASE NOTE: Once your package is shipped, we are not responsible for it for any reason (this includes, but is not limited to, theft after delivery). Please make sure you put down the correct shipping address before checking out because we will ship to the address that is given, If the package comes back to us then you will be responsible for shipping charges to have it reshipped plus any return fees charged to us by the courier. If the package says delivered than please contact your local post office, unfortunately there is nothing we can do for a package that shows delivered. If the package is lost or damaged we will take the appropriate steps to file a claim and reimburse or replace the merchandise. (This process may take up to 15 business days). If the tracking on a package shows delivered there is nothing we can do about it because as far as we know it has been delivered successfully.
***All reports of lost orders must be provided to us, within 10 days of order ship date. If delivery confirmation has been provided by the courier, we are not responsible for any missing package or items from a package.
USPS Lost Package:
If you did not receive your items, please contact the courier with your tracking number to inquire on where your package is.
USPS customer service: **we advise you to call your local post office** 1-800-275-8777
UPS Lost Package Investigation Procedures and Outcomes:
All UPS Lost Package or Damage Claims must go through us. When we are notified about a lost or missing shipment, we will file an investigation with UPS 24 hours after the package has been shown as delivered. The investigations are a minimum of 8 business days but may take as long as 15 business days to complete. We will be notified by UPS with the outcome of the investigation such as if the shipment was lost or delivered to the wrong address. If they admit error, we will then offer the customer a replacement shipment, credit on the customer’s account for the order, or refund back to the customer’s original payment method. If the UPS investigation comes back with no error on their part and shipment was made correctly, then as far as we know the shipment was delivered successfully and no further action will be taken. This includes no replacement shipment, credits, or refunds will be given.
Are your oils sold by weight or volume?
Our fragrance oils are sold by weight. Fill levels on different scents may vary based on the weight of the particular oil itself. Our bottles are filled to order on a calibrated digital scale.
Why are some of the bottle sizes 14oz & 15oz, instead of 16oz?
Some of our sizing is smaller than normal sizes, for example 14oz or 15oz on our larger size bottles. Since we fill by weight we actually can't fit the full 16oz in our bottles. You will notice another supplier who has the same bottles as us saying they are 16oz, but they sell by "fluid ounces" which is different than actual weight. If you weigh some of their lighter oils you will find out that they are actually in the 14-15oz net weight range. Our normal pricing has already been adjusted to compensate for the weight difference. We do recommend checking with the suppliers beforehand as we know for certain there is at least 3 suppliers who fill by fluid ounces instead of actually using the net weight of the contents.
Are your fragrance oils phthalate-free?
Not all of them are. This information can be found on each individual item page. Phthalate- Free oils can be found here https://www.naturesfragrance.com/phthalate-free/
Can I apply your fragrance oils directly to my skin?
No. Our fragrance oils are concentrated and should not be applied directly from the bottle to the skin.
Can your fragrance oils be used in reed diffusers?
Most of our oils can be used in reed diffusers, but must be mixed with a reed diffuser base (We do not sell the base). It is recommened to not use oils high in Vanillin or ones that have a lot of cinnamon because these ingredients may clog the reeds.
What is the best way to store fragrance oils?
It is best to store fragrances out of direct sunlight. A dark, cool cupboard or cabinet is ideal.
Do I need to transfer the fragrance oils to amber glass bottles?
Our bottles are UV resistant PET white plastic. Our bottles will help keep the fragrance oils fresh for a long period of time since no light can get to them. Also PET plastic doesn't leach chemicals like lower grade plastics, for example HDPE plastic that some suppliers use. PET plastic doesn't usually have that chemical plastic smell that lower grade plastics have. It is of course up to our customers if they want to transfer them, but there wouldn't be much added benefit.
What is the shelf life of fragrance oils?
When stored properly, out of direct sunlight and well sealed, fragrance oils have a shelf life of approximately one year.
How are your fragrance oils shipped?
Our fragrance oils are shipped in puncture resistant and UV resistant PET bottles. Our bottles include induction heat seals help prevent leaks. The bottles are then placed into poly bags as a last resort effort to stop any leakage if it occurs. All of our products are shipped in boxes "We do not ship any products in bubble mailers"
What is a Flash Point and what is it for?
Flash Point is the lowest temperature at which a liquid will generate enough vapor to ignite when exposed to a source of ignition such as a spark or flame. Flash Points are for shipping purposes and gel candle making. Gel candles require a fragrance oils to be non-polar and have over 170F Flash Point.
Are your fragrance oils all natural?
Most fragrance oils contain natural and synthetic ingredients.
My oil has crystallized, why?
Some fragrance oils with vanillin can crystallize even more so in colder temperatures. We are in Wisconsin where winters are pretty cold, not to mention your oil has likely been in a cold truck while on it's way to you. The oil gets cold and can separate. Your oil is not ruined. Just heat a pan of water, remove the pan from the heat and put the bottle of oil into the water. The oil will melt back to original form. Remove the bottle from the water and give it a good shake and it will be all good again.
What are Phthalates?
There are many types and classifications of Phthalates. As you may know, there are harmful Phthalates that are to be avoided and there are harmless Phthalates that are used in many products that we commonly use everyday. Unless it is listed in the description as Phthalate Free, then our fragrances have trace elements of the same harmless Phthalates that are used in these everyday products and makes our fragrances skin-safe for Bath and Body product usage. Phthalates used in fragrance oils, known as DEP (Diethyl Phthalate), are solvents used to extend the aromatic strength of the fragrance oil. DEP has been found to be non-toxic in skin products and candles if used at safe levels.
More information regarding Phthalates can be found here. https://www.fda.gov/Cosmetics/ProductsIngredients/Ingredients/ucm128250.htm
Are your fragrance oils cruelty free?
Yes. None of our products are tested on animals.
RETURNS AND EXCHANGES
What is your return policy?
Refunds are considered on a case-by-case basis, but please keep the following in mind:
Shipping costs are nonrefundable, unless we have made an error.
Fragrance Oils are nonrefundable for safety reasons. We sell convenient 1oz bottles for testing purposes and we highly recommend trying a sample before purchasing a large quantity. If you receive a bottle that is damaged during shipment please contact us and we will correct the issue.
We do our best to describe things as accurately as possible, but everyone's nose is different, so there are occasions when one of my scents doesn't smell to someone, what it smells like to me or those who have smelled our scents in testing.
Clearance Merchandise is sold as is. We will not except returns on clearance items and it is nonrefundable.
Gift Certificates are nonrefundable.