Frequently Asked Questions
The customer is responsible for the use or mis-use of any product purchased from Camden-Grey. Camden-Grey is not responsible for recipes or end products which don't turn out as the customer expected. All sales are final.
QUESTIONS ABOUT WHEN AN ORDER WILL SHIP? This is discussed in detail in our Shipping section under Processing Time. Turnaround time is posted at the top of all our pages and fluctuates throughout the year.
On this page we have tried to post and answer some of the most frequently asked questions:
This is the #1 inquiry we receive: "Please provide status on my order."
Orders are logged in the next business day after the order is placed. From the log in date, we require a minimum of 3 business days before we can ship. For example, an order placed on Thursday will be entered into our system on Friday (if it's not a holiday) and should ship on the following Tuesday or Wednesday. Once we ship, the carrier will email the customer with tracking information. All our products are prepared fresh for each order, our products do not sit on a shelf and wait to be picked by employees. Therefore, it takes time to properly prepare products, process an order and pack it correctly. From September to December it is our busiest season and delays in order processing are to be expected.
Some customers claim they've not received the tracking notice sent directly from the carriers’ servers. UPS religiously emails tracking information the moment we create a UPS label. FedEx tracking information usually arrives at the customer’s IN box early the morning after we ship. AOL, Yahoo, Gmail and MSN subscribers seem to be the largest group of customers who never receive our emails or the carriers’ emails. If the email address provided to us on our order form is not correctly spelled, has extremely high spam settings or is not functioning, you will not be able to receive any of our notices or the tracking notice email.
- 1. What is the quality of your products and how are your essential oils processed?
We have been in business, online, since 1998. We offer essential oils and other raw materials of the highest quality, pure and unadulterated, which we source worldwide. As our name indicates, essential oils are our specialty. We process our own imports ourselves and deal with numerous reputable distillers throughout the world, both large and small.
Essential oils are steam distilled, citrus essential oils are usually cold pressed, absolutes are solvent extracted and CO2's are extracted using carbon dioxide. At the bottom of our pages there are sections titled Descriptions - Essential Oils and Descriptions - Other Products. In those sections you will find full descriptions of many of the products we offer. Descriptions also appear by each item, click on the item and below you’ll see various tabs, click on the one you need.. If there's a description you cannot locate or you find that it's missing, please email firstname.lastname@example.org
- 2. Do you offer unrefined carrier or fixed oils?
We usually don't. If we do, the word ‘unrefined’ will appear in the name of the product. Unrefined fixed oils usually have a peculiar odor which many customers find objectionable as the odor may impact their final product. From time to time we’ve offered unrefined shea butter, unrefined evening primrose oil and unrefined hemp seed oil.
- 3. Do you have a catalogue?
No, we don't have a paper catalogue. Our complete catalogue is online.
- 4. Do you accept PayPal, money orders, checks or process COD shipments?
Of all of those, we accept PayPal and, thru their system, BillMeLater. You may read more about our policies regarding these payment methods in our Terms & Conditions section.
- 5. Do you have a store?
No we don’t.
- 6. Do you offer discounts?
We offer numerous price breaks based on sizes of various products, those products are classified as BULK. Occasionally throughout the year we may offer various discounts, many of these are offered only to subscribers of our newsletter. Please subscribe on our Home page. Any other promotions offered to the general public will appear in our Promotions-Sales category.
- 7. Do you offer terms or wholesale?
We do not offer terms, all orders are to be prepaid. We do not "wholesale". Please read paragraph #6.
- 8. I want to make a lotion and need you to tell me if the following ingredients will work in my recipe and what steps I need to follow.
We're a supplier of raw materials for aromatherapists, herbalists, massage therapists, soapmakers and toiletrymakers. We don't make products and are not qualified to tell customers how to use these raw materials.
For this reason, we have created our own forum which is monitored by a highly experienced toiletrymaker and teacher, Ela Heyn McAdams. To subscribe to our forum, please go to our Home page and look for the Join Our Forum link towards the middle of that page. The forum library includes recipes, regulatory information, labeling information...it's a very valuable database. Once your subscription is accepted, you may post any questions or problems you may have as they relate to toiletries and soaps.
- 9. I forgot my password and/or login name.
It's always a good idea to save your basket/wish list in the event you encounter a problem during checkout or if for any reason the payment transaction is declined. It's easy to create an account on our Home page, the link titled ‘Sign In’ appears on the right top side of the screen.
To retrieve your password, click ‘Sign In’ and on the next page click on ‘Forgot your password?’ and take it from there. Our system will email your password in less than a minute. Please make a note of your login name and password and keep it in an accessible place for future use. Please remember that you will only earn Reward Points on qualifying orders if you order after logging in.
- 10. How are your essential oils dispensed?
This is answered in detail when you click on a product. Scroll down until you see tabs such as Description, Reviews and Important Information. The answer is under the Important Information tab.
- 11. Why isn't my bottle of Sandalwood essential oil filled as high as other bottles in my order?
Essential oils are dispensed by weight. The weight and density of each essential oil will vary. A very liquid essential oil, such as Orange, will take up more space in the same bottle than a heavier oil such as Sandalwood. Rest assured that your oil weighs what it should weigh.
- 12. Why isn't my bottle of Almond oil filled to the top?
We dispense all our vegetable/nut oils by weight, not fluid ounces. Our HDPE plastic bottles hold more than the amount specified on the product's label.
- 13. How are your fragrance oils dispensed?
All fragrance oils are bottled in plastic HDPE bottles. Many fragrance oils are quite aggressive and there will also be various temperature ranges a package will go through while in transit. Fragrance oils are shipped to us by our suppliers in plastic HDPE containers. You may transfer to glass upon receipt if you so desire. The shelf life of most fragrance oils is 1 to 1.5 years when properly stored, tightly sealed, away from direct light and heat.
- 14. I couldn't find... Do you sell this?
Please use the Search feature on our website. If the item for which you're searching does not appear, we don't offer it. You only need to type a portion of the name of the product; for example, if you're looking for lavender type only "laven", if you're looking for patchouli, type only "patc", if you're looking for glass roll-on bottles, type only "roll". The less you type, the more chances you will have of various products turning up. But the word must be properly spelled.
- 15. Please tell me how much S&H will be for a pail of almond oil to zip code 99999.
Our shopping cart takes care of all S&H quotes. Once an item is entered into the cart on the next page you’ll see the symbol of a truck, please click on ‘estimate shipping cost’, follow the steps and you’ll obtain a quote for domestic and international shipments.
- 16. I don't want to place my order on the website.
Telephoned or faxed orders incur a $10 manual entry fee. We're usually busy in the warehouse preparing and packing orders; this means we're not always by the phone. With our current order processing system, all orders must be placed online. Please note that if you're concerned about placing credit card information online, entering the credit card information online is the only way we can process an order even when we place the order for you.
Please leave a detailed message on our voice mail and we'll get back to you as soon as possible. If you don't wish to listen to our lengthy voice mail greeting, please press the "#" key and, once you hear the beep, leave your message. If you have an unusual last name or company name, please spell the name. Countless times we're unable to locate a customer's information either because the customer spoke very fast or had an unusual name and didn't spell it. If you don't leave a phone number, there's no way we can call you back. Our local phone number is 305-500-9630. Our fax is 305-500-9425.
- 17. I don't want to place my credit card information on your website.
Please read paragraph #16 above. Identity and credit card theft are growing concerns for all of us and we can understand someone's concern about providing credit card information online. Credit card theft is all around us: the waiter at the restaurant, the clerk at the store, the cashier at the bookstore or at the hospital. What control does one really have once the credit card is turned over to someone else? We have gone to great lengths and expense to make our site fully secure. With our current order processing system, all orders must be placed online. We have been an online business since 1998, we use authorize.net as our credit card processor and completely protect our customers' privacy.
- 18. I received my order two weeks ago and I just noticed the bottle of orange is missing.
Our published policy states that all missing or damaged items must be reported to us within 48 hours of your receipt of the order, no exceptions. Unfortunately, since so much time has elapsed since you received the order and we were not notified within the specified period of time of the problem there's nothing we can do about this matter now. Please review all our Terms and Shipping Policies before you place your next order and please check the contents of your shipment promptly after delivery.
- 19. How many ounces in a pound?
- 20. Why do I see two charges on my credit card statement for my last order with you?
As stated in our Terms section, sometimes adjustments need to be made to invoices and these are usually done after an order ships and once final S&H charges have been added. These adjustments may be due to an item being on back order in which case the customer is owed money, they may be due to an undercharge or overcharge by our shopping cart and either a credit or debit is due, they may be due to S&H quoted by our cart which was too low because the shipment was extremely heavy or required more than one box or to other factors.
Adjustments are detailed on the final invoices which are emailed to customers once they're finalized. Whatever charges you see on your invoice and/or your credit card statement will add up to the invoice total. Please contact us if you have questions before disputing a legitimate charge with your cc company.
- 21. Why are you sending my invoice and charging me an additional charge days after my order shipped?
Sometimes, when order volume is extremely high, we may get behind on finalizing invoices. However, even if it takes us a few days to close an invoice we have to get it done and we have to get paid. We thank all customers for their understanding.
- 22. I placed an order on Sunday and I need my order delivered this Wednesday. I'm in Oregon.
We always ask customers to plan their orders. We're located in South Florida, zip 33122. From here to Oregon it takes the carrier 5 business days to deliver a ground shipment. We don't ship essential oils and other hazardous liquids by air. It doesn't look like you will receive your order by Wednesday. Orders are logged in the next business day after they're placed. Since yours was placed on Sunday, it won't be logged in until Monday and should ship on Wednesday. We don't allow order cancellations, your order will ship via Ground when it's ready to ship or you can email us with your agreement to pay for Air services for an order that doesn't contain any hazmat items. Air shipments are processed based on our posted turnaround time, they do not get moved ahead of other orders. To move ahead of other orders, please select our Rush service.
- 23. Why is S&H on my $25 order so high?
Unfortunately, when orders are small a customer will usually pay a premium for S&H. The average minimum that it will cost to ship the lightest package via UPS or FedEx residential is @$10.10. To this we must add our minimum handling charge of $5 per box in a shipment. This brings minimum S&H to $15.00. Please keep in mind that the heavier and/or larger an order is, the more equitable S&H rates will be. A 10 lb. package, on the other hand, should cost @$18.90 in UPS/FedEx costs + $5 handling charge for a total of approximately $23.90 . From time to time we offer a S&H flat rate of $10.95 for shipments that will weigh less than 4 lbs. once packed and with a dollar value in merchandise up to $199.99. All shipping weights are rounded off to the next pound, a 3.5 lb. shipment is considered a 4 lb. shipment thus eliminating the $10.95 option completely. If your order qualifies, the cart will quote the discounted rate for Ground shipments within the contiguous U.S.. If you're not quoted this option, the order does not qualify. Please do not email us asking why the cart did not provide discounted S&H.
You can figure UPS and FedEx rates yourself by going to www.ups.com or www.fedex.com and doing calculations first for an order weighing 1 lb. and then for an order weighing 10 lbs. Our zip code is 33122, we have daily pickups, and you need to select "your packaging". If yours is a residential delivery, you need to select that also. Please keep in mind that every product we sell has to be packaged, it could be a jar or a bottle or a pail. If you order 3 lbs. of product, once packed the 3 lbs. will turn into 4-5 lbs. shipping weight.
- 24. If the products I ordered should have weighed 10 lbs., why does the UPS label on my box say the weight is 13 lbs.?
Customers must take into consideration packing materials, including the weights of the bottles and/or jars in which the oils or other products are packed. All boxes weigh, the sturdy double-wall boxes we use weigh more. We gain nothing by inflating the weight on a shipping label since the carrier will charge us for that weight. The weight you see on your shipping label is the true weight of the package, rounded off.
- 25. I couldn't find where to add any comments or special instructions for my order when I ordered on your website.
There is a blank space on our order form where customers may enter any note they want us to see or instruction about the order. If you didn't use the blank space, you may still email your notes or instructions to email@example.com, please include your order number or name. Many times customers ask us to write a note for the carrier such as "leave on porch" or "place in garage". While we do our best to enter this information on the shipping label, we cannot force the driver to honor your request.
- 26. Why haven't you credited my Visa for the oil I returned to you last week? I didn't like how it smelled.
You must have missed reading our policies at the time you placed your order. All sales are final and we don't accept returns. Unauthorized returns are done at the customer's risk and expense and will be discarded upon their arrival at our warehouse. How an oil "smells" to one customer is totally subjective; while it may smell unpleasant to one customer, it may smell delightful to another. See question #33 for how to properly smell a fragrance or essential oil.
- 27. Ordered Friday (20th), card charge on the 20th, today is Tuesday (24th), you still haven't shipped my order!
Credit/debit cards are charged immediately upon order placement. Orders are logged into our system on the next business day after they're placed....yours was placed on Friday and logged into our system on Monday. We strive to ship most orders within 3 business days of the log-in date, perhaps sooner. This order should ship between Wednesday and Thursday.
- 28. Why am I not being offered a local pickup option during checkout?
Local pickups were discontinued in September 2010. All orders placed will ship. We only allow local pickups by confirmed freight forwarders or export companies.
- 29. When do you charge my credit card?
Credit/debit cards are charged immediately upon order placement. Should a card not have enough funds to allow a transaction to be approved, an order will not result and the transaction will be declined by our credit card processor. You will see on your screen text indicating that the transaction has been declined. If you try again without allowing at least an hour to elapse, the system may mention there's a duplicate transaction. This is the system's way of asking you to wait a while before you try again.
- 30. Why have I received two order confirmations for an order I placed yesterday?
You placed not one, but two orders yesterday and both will ship. Please read once again the order confirmations, they will each show a different order number and a different time. We ask customers over and over again not to place more than one order for any reason or if they experience a problem placing the first order. The problem could have been a communications glitch with your credit card company over which we have absolutely no control, the problem could have been that you entered a wrong digit for the card or for the security code and we also have no control over this.
Let us explain what customers can expect if they place more than one order: (1) Since we do not accept order cancellations, all orders will ship. (2) If the 2nd shipment is refused upon delivery, the customer will be charged return carrier charges to return the package to us, a $20 cancellation fee and 20% restocking charge. This is a very serious and expensive matter and we wish customers would pay more attention to order placement and to our policies which are explained in detail on our site and which are to be reviewed BEFORE placing an order.
- 31. Can I ingest essential oils or use them to flavor foods?
While it's common knowledge that many food/candy manufacturers use essential oils in their products (cinnamon, mint, citrus, etc.) those companies have staff at their disposal to do their research and studies. They also have access to lawyers and purchase huge insurance policies to protect their interests. Ingesting certain essential oils may be OK while ingesting certain essential oils could prove fatal. We specialize in products for persons who make toiletries and who practice aromatherapy and massage. It's not our position to recommend essential oils be taken internally. The customer should do local and online research before taking this step. Essential oils are not commonly ingested in the U.S., are commonly ingested in certain European countries where they are usually prescribed by licensed aromatherapists.
- 32. How many fluid ounces in your 7 lb. almond oil?
As you indicate, this oil is sold by weight. A pound consists of 16 oz., 7 x 16 = 112 ounces. But this product is not sold by fluid ounces or volume. We don't have the answer you require, we'd have to pour each oil we offer into measuring cups to obtain this type of measurement. If you will be using this oil in a recipe for soap or toiletries, those recipes usually call for weights, not fluid measurements.
- 33. How do I properly smell or sample an essential or fragrance oil? My nose is quickly overwhelmed!
We're glad you're asking this question. It's been our experience that many users of essential and fragrance oils do not follow the proper steps to smell or sample an oil. As you indicated, doing this improperly will quickly overwhelm the nose.
We sell perfume testers for this purpose. If you don't have any, you can make one using a clean, unmarked index card or a piece cut off from a manila non-colored file folder, plain copy paper will not work. Cut the piece so it will fit through the neck of the bottle. Label one end of the strip with the name of the oil, dip the unlabeled end into the oil. Smell it about 2" from your nose, no closer.
Make a written note of what you smell, set the strip aside. Smell it again in 30 minutes, make written notes, set it aside. Smell it again in an hour, make written notes. You will notice from your written notes how the notes have changed throughout this time period. NEVER SMELL DIRECTLY FROM A BOTTLE! All bottles have air head space which distorts the notes of an oil. Smelling directly from a bottle will also quickly overwhelm your nose and you won't properly smell the oil. CAUTION: Do not place the wet strips directly on wood, fabric or any other area which may be damaged by the aggressiveness of an oil.
- 34. I noticed some of the essential oils I just received are bottled in amber plastic bottles. Why not amber glass?
Amber glass bottles are sold separately should you need to purchase some.
- 35. Can your salts be used for cooking?
All our salts are food grade except Dead Sea salts. Our European Spa and Pink salts contain lots of beneficial minerals not commonly found in table salt.
- 36. Please notify me when Orange oil is back in stock.
Thanks for your interest. We offer a "wait list" program, all you need to do is look for the link for the Wait List near the out of stock item, click on it and provide your email address. Our system will automatically notify you once the product's back in stock.
- 37. It's tax time and I need copies of all my invoices for last year, please email them.
When you placed the order, our system immediately emailed you a copy of the order. Please check through your spam or delete folders for that confirmation. Customers who have created an account on our site have access to order history and from there they can print whatever invoices they require. Due to the fact that we have thousands of customers in our database, we cannot possibly search for and email thousands of invoices because you did not print them when they were sent to you. A copy should have been printed when the order was placed and then filed away for tax time.
- 38. There wasn't a receipt inside my box.
We don't include invoices or packing slips with a shipment. When the order was placed on our site, our system emailed you a copy of the order. Please locate this copy among your emails and check your shipment. That is your invoice. Or log into your Camden-Grey account, access your order history and print the invoice(s) you require.
- 39. Are all your vegetable oils edible and expeller or cold pressed?
The majority of our vegetable/nut oils are edible, you'd have to do your own research for the oil which interests you to see if it's recommended to be taken internally. Products such as jojoba and foraha are not taken internally. The majority of our vegetable/nut oils are expeller or cold pressed, except grapeseed which is usually solvent extracted. Should we add any other oils which are solvent extracted, this will be explained in the description provided for each oil. Click on the product and on the next page you’ll see its description.
- 40. You offered a discount until Sunday and I want to place my order today, Monday.
We're sorry, but the offer is now over. Please wait for our next offer. Please subscribe to our newsletter on our Home page, many promotions are offered only to our subscribers.
- 41. I couldn't see where to enter the discount code.
The discount code field is clearly marked during checkout. If a discount code is not properly entered, the order will not receive the discount and we will not apply the discount manually later. Please understand our position on this and don't ask us to enter a discount code for you after the fact. This is also not fair to customers who followed instructions.
- 42. Can you tell me how to make soap?
Please look at question #8.
- 43. Do you offer organic products?
A company such as ours that is not yet certified by the USDA as an organic vendor CANNOT offer any organic products or label them as such for sale. We expect to be certified organic by early summer 2014, the USDA seal will appear at that time on our Home page. If you're currently purchasing organic products from a company that is not certified you have no guarantee that the products they're promoting as organic are indeed organic since they're violating the law. You may find out more information about the USDA NOP program here: http://tinyurl.com/65z34c.
- 44. I am looking for lavandar oil.
We offer various lavender oils, but you misspelled the word and that's probably why our powerful Search feature did not find it. It's spelled LAVENDER. Please try again.
- 45. What's the difference between standard cultivation and wildcrafted products?
Standard cultivation plants may be grown with or without synthetic fertilizers or pesticides. Wildcrafted plants are grown wild without anyone adding synthetic fertilizers or pesticides.
- 46. I need tracking information for my order.
Tracking information is sent via email directly by UPS or FedEx once we create your shipping label. AOL, MSN, Gmail and Yahoo subscribers seem to always have problems receiving our emails and carriers’ emails. Please adjust your settings if you subscribe to those service so that our emails and carriers’ emails will go through; otherwise, you will not be able to receive our notices. We cannot provide tracking information if a shipping label has not yet been created.
- 47. Do you still carry rose clay?
Yes we do. Please use our powerful Search feature. If you enter a correctly spelled word and we offer the product, it will quickly turn up.
- 48. I am looking for fruity/tropical essential oils.
There are no essential oils available at this time which are obtained from fruits or certain foods such as chocolate.
- 49. What's an infused oil?
It's an oil created by combining dry plant material with a carrier oil, usually extra virgin olive oil. It can either be placed in a tightly sealed clear glass jar and placed in full sun for a few weeks or it may be kept indoors. It may also be "cooked" for a few days in the oven at extremely low temperatures or in a crock pot at the lowest possible temperature. Once done, the plant material is strained and placed in sterile jars or bottles. We offer a variety of infused oil which we infuse ourselves in extra virgin olive oil. We do not offer MSDS’s or CofA’s for our infused oils.
- 50. Do you have analyses & MSDS's of all essential oils you offer?
We wish we did, but analyses are cost prohibitive for a small business such as ours that has 150+ essential oils in inventory. These costs would have to be passed on to our customers. Instead, we purchase directly from long-established distillers, both large and small, with whom we've established business relationships since we started in 1998. Please scroll to the bottom of our pages and click on the MSDS link so you can review and/or print the MSDS you need. NOTE: An MSDS will not tell you who the manufacturer of the product is.
- 51. Are your clays cosmetic grade?
Yes, they are.
- 52. What are the terms and conditions of your customer points rewards program?
You can view those here.
- 53. What is your cancellation fee?
We do not accept/allow cancellations, once an order is placed it cannot be cancelled and it will ship. You may refuse the shipment, this will trigger cancellation & restocking fees as well as shipping costs back to us. Your card will be charged for the amount due us. PLEASE MAKE SURE THAT YOU INTEND TO PLACE AN ORDER BEFORE YOU ENTER CREDIT/DEBIT CARD INFORMATION ON OUR SITE AND SUBMIT YOUR ORDER. If you refuse to disburse additional S&H funds via credit/debit card or PayPal (if yours is a PayPal order) because your shipment required additional funds, you will be charged the following and we will not fill future orders for you: (1) Restocking charge of 20% on all products plus (2) a $20 cancellation fee. Cancelled orders lose all discounts and reward points applied to the order.