DELIVERY TIME: Most U.S. orders shipped via UPS Ground will be delivered 2 to 5 business days from ship date. Please look at the UPS time-in-transit map on our site during checkout if you have questions about this. Orders within Florida are usually delivered next day via UPS Ground. UPS emails you tracking information once we create your UPS label on shipping day. At this time, we do not open on Fridays.

ADDRESS PROBLEMS: 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 $8 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 will include the UPS charge for UPS to return the package to us.

The easiest way to order on our site and to avoid entering 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. Our system retains your shipping/billing information; this information is not shared with anyone outside of Camden-Grey. Our site is completely secure.

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.

HANDLING CHARGE: All our shipments have a handling charge built into the S&H quote provided by our cart. Should a shipment require more than 1 box or very large boxes or unusual amounts of cushioning materials we will charge the card on file for any additional shipping and/or handling charges due us. All postal shipments outside the U.S. are assessed a handling charge of $7 per box in the shipment and this charge is built into the postal online quote.

HAZARDOUS/FLAMMABLE MATERIALS VIA MAIL OR INTERNATIONALLY: These products cannot ship to U.S. possessions/territories via mail 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 yellow-orange flame next to a product along with an airplane inside a circle this means the product cannot ship via air or internationally......please do not order it. 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 charge will be sent to the customer since it’s already disclosed here in our policies.

INTERNATIONAL ORDERS: We ship worldwide except to Russia. Our shopping cart is set up to provide S&H via UPS Air and via postal service. The customer is responsible for all import duties, brokerage fees and taxes upon arrival at the country of destination. 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 yellow/orange flame and to the airplane within a circle that appear next to each hazmat product; these symbols indicate that the product cannot ship internationally or via air or ocean. As mentioned earlier, 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. We will charge the card on file for any funds due us. Please make sure you read all about Postal Losses before you ask us to use mail services.

LOST SHIPMENTS, UPS: As soon as we're informed that a shipment could be lost or has not been delivered by UPS as agreed, we will proceed to contact UPS who will place a tracer on the package. UPS asks that we allow 8 business days for a tracer to be completed. On numerous occasions a 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 have to ship via ground.

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. This paragraph 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 before the order ships and charge the card on file; the final invoice will be emailed to you. Our cart is not able to quote S&H for U.S. possessions and territories. We do not inform customers of additional Priority Mail charges in advance.

Postal charges are made up of whatever postage costs plus a $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 flame next to them as well as an airplane inside a circle, please do not order any of those products if we will ship to a foreign APO address using the mail service.

NOTE: 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, unfortunately the postal service does not yet allow us to complete a Customs form online. Thus, this applies to APO's. If your military shipment falls within these guidelines, we will charge manually an additional $12 for our round trip to the post office. Please make sure that you understand this before you proceed with the order.

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. 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 over UPS. 

PRECAUTIONS: 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 to have a written record of the problem. 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. All essential oils shipped in pharmaceutical grade amber bottles should be transferred to amber glass upon arrival, it’s not recommended that they be stored in these bottles indefinitely.

PROCESSING TIME: Please read the above paragraph titled "Delivery Time". Please understand how we log in and process orders. We strive to ship within 2 to 3 business days of an order being logged into our system.

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; we’re closed on Fridays. 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 very 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 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, zip code 33122. You will find time-in-transit information by clicking on the time-in-transit UPS map whose link appears during checkout. Please do not wait until the last minute to place your order, please plan your purchases so you will not be disappointed should a delay occur in order processing!

REROUTED SHIPMENTS: If the customer asks UPS to re-route a shipment to an address other than the one which appears on the original order, the customer's credit card will be charged a minimum of $8 per re-routing. 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.

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 the fees outlined in the Refused Shipments section above. 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.

RUSH ORDERS: Should you require that your order be rushed and shipped sooner than our regular time frame, please select the $20 Rush option upon checkout. The cut-off time is 8 a.m. EST. 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.

SHIPPING CHARGES: S&H charges are not refundable. The shopping cart provides the customer with a very 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. As of 1/09 additional S&H charges are not a common occurrence.

SIGNATURE REQUIREMENTS: All our shipments are treated as "residential" unless you inform us otherwise. If you conduct business out of your home, this is considered a residential shipment. 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.

WRONG ITEMS/WRONG ORDER/WEATHER: 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. 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 or which may cause your shipment to be delayed during transit. 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.

(Rev.1/26/09)