Shipping Policies

In this section we have outlined all matters related to our shipping policies, including all matters related to shipments, address problems, damages, international orders, postal losses, rerouted shipments, returns, hazardous products, etc..

1) ONCE YOU ASK US TO PROCESS YOUR ORDER, YOU AGREE TO ALL THE TERMS OUTLINED IN OUR "TERMS & CONDITIONS" AND "SHIPPING POLICIES". The customer is responsible for the use or mis-use of any product purchased from Camden-Grey Essential Oils, Inc.. Camden-Grey is not responsible for recipes or end products which don't turn out as the customer expected. Essential and fragrance oils are not to be used undiluted on the skin and must be kept away from children and pets.

2) IF YOU WISH TO KNOW WHEN YOUR ORDER WILL SHIP, THIS IS DISCUSSED AT THE TOP OF OUR HOME PAGE IN THE "TURNAROUND INFO" AREA.

3) S&H: International customers please note that whenever we use the term S&H it means Shipping and Handling. Clientes Internacionales deseamos explicarles que cuando usamos el término S&H nos referimos a gastos de embarque.

4) TO CONTACT US: Please email orderdesk@camdengrey.com

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5) ADDRESS PROBLEMS, REROUTED SHIPMENTS: If an order ships to the wrong address because of customer error, we may be able to have UPS reroute the shipment; there will be a charge of at least $5 for a rerouted shipment based on UPS charges and this will be passed on to the customer. If UPS is not able to reroute the shipment and you still want the order, we'll have to wait for the original package to arrive at our warehouse, affix a correct label and charge new S&H which may include the UPS charge for UPS to return the package to us.

We receive numerous orders with wrong/misspelled addresses or cities, wrong states, wrong zip codes and wrong/misspelled email addresses. To avoid shipping delays or shipments being shipped to the wrong address, please make sure that you review all the information entered on the order form and then review the order confirmation you receive via email shortly after you place the order. Any corrections should be emailed to us immediately at orderdesk@camdengrey.com The easiest way to order on our site and to avoid wrong information or misspellings is by creating an account. Once an account is created with correct information, the only other information you will need to enter for future orders is the credit card information. Our system retains your shipping/billing information; this information is not shared with anyone outside of Camden-Grey.

6) BUSINESS OR RESIDENTIAL ADDRESS? All our UPS U.S. domestic shipments are classified as residential. Please either enter a notation on the order form or send an email to orderdesk@camdengrey.com if yours is a true business address (not a business operated out of a residence). Please provide the order # and company name.

7) DAMAGED SHIPMENTS, MISSING/WRONG ITEMS/WRONG ZIP, ETC.: If the carrier delivers a box to you which is visibly damaged, crushed, or wet, please refuse it. If you find damaged items inside a box which appeared undamaged, please notify us via email (orderdesk@camdengrey.com) and notify UPS of the damage at 800-742-5877 (press 0 until you get a clerk on the line) within 48 hours of your receipt of the order. UPS may ask you to keep the box and the contents intact in case they wish to conduct an inspection. Email notification works better for us and you will have a written record. Please email orderdesk@camdengrey.com Failure to do so within 48 hours of your receipt of the damaged shipment will void any claims made by you. We will do our best to ship promptly whatever was damaged in transit; however, we will not be able to replace damaged items via air services. If you find that an item is missing from your order or that we sent you the wrong item/size/etc., please notify us within 48 hours of your receipt of the order. We cannot accept damaged/missing/wrong item reports once the 48 hours are up. Please note that very small items such as tiny vials of essential oils are usually placed into a white paper bag and the bag is taped to the inside flap of the box; this prevents the tiny vial(s) from getting lost among all the packing materials.

We will not be responsible for any empty or filled bottle which breaks or explodes after receipt. We recommend that none of our products be left in a hot car or in the sun as they will be affected and some might even explode. Before you fill any of our empty containers, please check them over carefully. When the bottles and jars left our warehouse they were in sound condition with no cracks or breaks. We take great care in packaging fragile items in order to prevent their breakage while in transit to the customer. However, sometimes products such as glass bottles or glass jars or rigid plastic jars may develop hairline cracks during transit and when the customer fills them with liquids they notice that the jar or bottle may leak; this may be noticed immediately or within a short period of time. Should this occur, the customer needs to contact the carrier who delivered the package, initiate a claim and then notify us via email or fax. Once the claim has been approved by the carrier we can proceed to replace the items involved in the claim. If too much time has elapsed since the package was delivered, the carrier may not honor the claim and this is why we strongly encourage all customers to go through their complete shipment upon delivery, not weeks later. We cannot reimburse the customer for the raw materials which were lost during the leakage of a broken bottle or jar nor for any damage to areas near where the leak took place, including damage to furniture or flooring.

8) HANDLING CHARGE: This is a charge based on the packing materials used to pack an order properly to ensure it arrives at its destination undamaged. The handling charge on each order varies according to the packing materials used, number of boxes, etc.. Our minimum handling charge is $5 per box and $2.50 per pail in a shipment and these charges are built into the quote provided online. Handling charges are already built-in and quoted in the S&H estimate provided at time of order placement.

9) HAZARDOUS/FLAMMABLE MATERIALS VIA MAIL: These products cannot ship except in limited quantities, we'll review each order to see what may and may not ship. We adhere strictly to Federal regulations regarding the shipment of hazardous and/or flammable materials. If you see a flickering yellow-orange flame next to a product, the product cannot ship via air or internationally......please do not order it.....this also applies to international shipments. We will ship those types of products to U.S. non-mainland addresses via mail, but we will rebottle those products into 1 oz. amber glass bottles and charge 40 cents for each rebottling. No prior notice of this rebottling will be sent to the customer.

10) INTERNATIONAL ORDERS: We ship worldwide. Our shopping cart is set up to provide S&H via UPS Air and via postal service for international shipments. The customer is responsible for all import duties, brokerage fees and taxes upon arrival at the country of destination. Overseas shipments may or may not be insured, the customer may decide which method is preferred and select the method. Shipments to Canada will ship via UPS Standard which uses ground transportation and is very economical. If we're required to prepare additional import or NAFTA forms for Canadian or Mexican customers, there will be an additional charge of $15 for preparing and faxing the necessary forms. Please note that hazardous materials regulations apply to any air or ocean international shipment. We ask that all U.S. customers located outside the U.S. mainland pay particular attention to the flickering yellow/orange flames that appear next to each hazmat product which cannot ship internationally via air or ocean. As mentioned above, our shopping cart is set up to provide a S&H quote for international shipments via UPS and the postal service, but that may not be a final quote. We won't know exactly how much S&H charges will actually be until the order is packed and weighed. In many instances, we may inform you of correct S&H charges before we ship. If, once we provide final S&H charges, you decide to cancel an order which is already packed, there will be additional charges as detailed in our Terms & Conditions under "cancellations". Many times we use U.S. Express Mail for international shipments when this method is less expensive than UPS. Please make sure you read all about Postal Losses before you ask us to use mail services.

11) LOST SHIPMENTS, UPS: As soon as we're informed that a shipment may be lost or has not been delivered by UPS as agreed or as scheduled, we will proceed to contact UPS and they will place a tracer on the package. UPS asks that we allow 8 business days for a tracer to be completed. On numerous occasions the package has turned up before the 8 days were up. If a customer has an upcoming show or some other function which requires an immediate replacement of the lost shipment, we must be informed of this immediately by the customer. Otherwise, we will wait the 8 business days for the tracer to be completed before we replace the lost shipment. Please be advised that regardless of whatever upcoming function the customer may have for which the lost products are needed, we cannot replace a lost shipment using air service unless UPS authorizes us to process this type of shipment at their expense. Flammable items in the shipment cannot ship via air, they will ship via ground.

12) MAIL SHIPMENTS, U.S. NON-MAINLAND SHIPMENTS & APO's:The paragraph which deals with International shipments does not apply to U.S. non-mainland shipments, that paragraph is for International customers in territories, islands, etc. which do not belong to the U.S.. This paragraph #12 is for U.S. customers. Our shopping cart is set up to provide a S&H quote via postal service in most instances. If this quote doesn’t cover actual S&H costs, we will post final S&H charges on the invoice once the order has shipped and charge the card on file; the final invoice will then be emailed to you. We do not inform customers of additional Priority Mail charges in advance. Postal charges are made up of whatever postage costs plus $7 handling fee per box in a postal shipment. Please note our policy for declined charges which is explained in detail in our Terms & Conditions section: If the S&H charge is declined, we will charge $10 each time the charge is declined, please make sure you have enough funds available in your account. We limit the use of mail to customers whose shipping address is outside the U.S. mainland or who have APO addresses. APO shipments may require a signature, flammable/hazardous products cannot ship via postal service internationally, those products have a yellow/orange flickering flame next to them, please do not order any of those products if we must ship to a foreign APO address using the mail service. NOTE: As of 1/06 the postal service requires us to personally take to the post office any shipment for which a Customs form must be included with the shipment and this applies to APO's. If your shipment falls within these guidelines, we will charge an additional $12 for our round trip to the post office. Please make sure that you understand this before you proceed with the order.

13) POSTAL LOSSES: If the postal service loses a package we will not be able to replace your products until we have been provided with claim forms by the postal service, the wait time could sometimes be as long as 30 days for us to receive claim forms. We cannot prepare and ship a replacement order and risk finding out soon thereafter that the original package was located and delivered. Shipping overseas is very expensive and we cannot absorb duplicate postal charges. Your full understanding of our policy regarding postal shipments is appreciated to avoid misunderstandings in the event of a loss. Please remember that if a postal package is lost or damaged we didn't lose or damage the package, the postal service did and that you chose that method.

14) POSTAL TRACKING: Please keep in mind that the tracking service offered by the U.S. Postal Service is awful, most of the time it will not provide any tracking at all or may only say the label was prepared but no other information will be provided. There’s nothing we can do about this, we’re not the postal service. If you’re not happy with the postal service, please select UPS the next time you order.

15) PROCESSING TIME: This information is posted on our Home page and will be updated as needed. Orders are logged in the next business day after they're placed. Orders received on Fridays, holidays or weekends are logged in the next business day. There are times when order processing may be additionally delayed due to an extremely high volume of orders, to holidays or to weather conditions; we appreciate your understanding when this occurs. During extra heavy periods, such as Thanksgiving, Christmas and Mother's Day, as well as when we close during holidays, customers must allow additional days for an order to be processed and shipped; please plan your orders accordingly. We offer a Rush Order service which you may select upon checkout. Please remember that you must allow time-in-transit for an order to reach you, we're located in South Florida. You will find time-in-transit information by clicking on the time-in-transit UPS map whose link appears on our Home page.

16) REFUSED SHIPMENTS: Should delivery of a shipment be refused for any reason not authorized by us, we will charge the fees outlined in our Terms & Conditions under "cancellations". S&H charges are never refunded.

17) REROUTED SHIPMENTS: If the customer asks UPS to re-route a shipment, the customer's credit card will be charged a minimum of $5 per re-routing or whatever UPS charges us. If your package requires a signature upon delivery and you ask UPS to re-route the package so you can sign for it elsewhere, this is considered a re-routed shipment and you will be charged.

18) RETURNED ORDERS: Shipments returned to us by the carrier because (1) of a wrong address provided by the customer (2) a signature was required upon delivery and the customer was not available to sign for the shipment even though the carrier left the 3 required notifications or (3 ) the address provided to us does not accept postal deliveries and the customer did not inform us in advance, will incur new shipping charges if we're asked to re-ship. If you choose not to have the order re-shipped, you will be charged those fees outlined in our Terms & Conditions under "cancellations". S&H charges are not refundable. UPS charges us to correct an address and we will pass this cost on to you if UPS must correct your address due to your error.

19) RUSH ORDERS: Our turnaround time is posted on our Home page and that time will fluctuate according to the season. Should you require that your order be rushed and shipped sooner than our regular timetable, please select that option upon checkout, the cost is $20.00 and the cut-off time is 8 a.m.. We don't ship certain essential and fragrance oils via air due to their flammability or if they're considered hazardous, please pay attention to the flickering orange/yellow flame which appears next to those products. If you selected an "air" method for your shipment (Next Day, 2 Day, 3 Day Select) and your order contains any hazardous/flammable products, the order will ship via Ground instead without further notification to you. If you selected an "air" shipping method, but did not select our Rush Order option your order will be processed under our normal turnaround time frame. Selecting an "air" shipping method does not move your order ahead of everyone else’s.

20) SHIPPING CHARGES: S&H charges are not refundable. The shopping cart provides the customer with a rather accurate estimate of S&H charges. Due to the nature of our products and the extra care we take in packing, S&H charges initially quoted by our shopping cart may be too low if we find that we had to use several boxes or additional packing materials to properly pack the shipment; we will charge the difference in S&H at the time the order ships or shortly thereafter.

Shipments to apartments, trailer park lots and similar locations with products valued over $100 (excluding S&H) will require a signature upon delivery. Residential shipments with products valued over $500 (excluding S&H) will require a signature. If this is an inconvenience if you're not home during the day, perhaps we could ship to your place of business if you will provide this information at the same time you order; please include the name of the business. We reserve the right to require a signature on any shipment regardless of value. And so does the UPS driver.

All orders which ship via UPS ship as "residential" deliveries. If, in your case, we are to deliver to a true business address, you must notify us of this via email each time you order or enter this information in the blank space of the order form. Please note that a true business address does not include a business operated out of a residence. Please provide the name of the business.

21) WRONG ITEMS/WRONG ORDER: If you receive someone else's order or wrong items with your order, please do not send the order back without first contacting us. Give us an opportunity to research and reply to you. Should you decide to ship the items back to us without our authorization, you will assume all responsibilities and expenses related with the return shipment and we won't be able to reimburse you for shipping charges you may incur. We are not responsible for weather conditions during transit to you which may affect the products you receive. If it's freezing outside, some of your products may arrive frozen and you should let them sit at room temperature until they have returned to their normal state. If it's very hot outside, some of your products may arrive fully melted. Again, set them in a cool place until they go back to their normal state. Temperature fluctuations while in transit will not affect any of our raw materials.

22) LOCAL ORDERS: Please click on the dark blue tab (at the top of each page) titled South Florida Orders. There you will be able to read our policies regarding local orders, our showroom, and pick ups.

23) ANY OTHER QUESTIONS? Please visit our FAQ section. Thanks for visiting us!

PLEASE MAKE SURE YOU ALSO REVIEW OUR "TERMS & CONDITIONS" SECTION!!

Rev. 5/28/07