Terms and Conditions

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. 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. HOW TO PLACE AN ORDER: Please place your order on our secure website. Please create an account and then save your basket so that you do not lose its contents should there be a problem during checkout. Orders which we must place for the customer incur a $10 manual entry fee. There’s no minimum order requirement for orders placed online. Turnaround time is always posted at the top of our Home page.

3. TO CONTACT US: Email orderdesk@camdengrey.com about products or orders. Our phone number is 305-500-9630, our fax is 305-500-9425. If you leave a detailed message, we'll get back to you as soon as possible during business hours; however, email is the quickest way to reach us.

4. ADDITIONS TO ORDERS: If you need to add more than 4 items to an existing order, please place a new order. If you need to add 4 or less items, please email orderdesk@camdengrey.com If you place two orders within a short time span, we may be able to ship both orders in one shipment; however, we cannot guarantee that both orders will ship together.

5. AIR SHIPMENTS: If you ask us to ship via air and your order contains products which due to their flash point cannot ship via air, we will ship via Ground without further notice to you. All items which fall under the hazmat classification are marked on our website with a flickering yellow/orange flame, please do not select any of those items if you want us to use air services. Any item marked with the flickering yellow/orange flame cannot ship internationally or via ocean or air. Before you select and pay for air services, please make sure the service you select is appropriate for your location. Please click on the UPS time-in-transit map on our Home page to see how many business days your shipment will take in transit. There's no point in selecting and paying for 2 Day Air if you're in Georgia when ground shipments to Georgia from Florida will take 2 business days; by looking at the map you’ll be able to determine this and save money.

6. BACK ORDERS/OUT OF STOCK ITEMS: WE DO NOT NOTIFY CUSTOMERS ABOUT ITEMS WHICH ARE NOT IN STOCK BEFORE AN ORDER SHIPS. At one time or another we will be out of an item although we do our best to keep all items in stock at all times. The nature of our business is such that we cannot predict what may be out of stock this afternoon or tomorrow. You will need to re-order the item at a later date or give us instructions to ship when the item is in stock again. New S&H charges apply to all back ordered or out of stock items. We cannot call or email customers when an item is not in stock; the out of stock information will be listed on the final invoice.
7. BOTTLING: How we bottle our oils is discussed in detail in our FAQ section, question #10.  Plastic bottles are used on occasion, please make sure you read that section before you place an order.

8. BULK ORDERS: As disclosed on our Home page, items which are classified as BULK do not qualify for additional discounts since those products have already been discounted. You must allow a few extra days for any order which contains BULK items to be processed. If an item you ordered in bulk is not in stock, we will not ship the order until all the products in the order are in stock (if we know the out of stock products will arrive in less than one week). If the out of stock item(s) will be delayed more than one week, you will be notified so you can decide if you still want the product.

9. CANCELLATIONS FOR ORDERS NOT YET PACKED: All such cancellations will incur a $10 cancellation fee. Please email or fax your cancellation request so you will have proof. Our website charges your credit card immediately upon order placement. Credits for cancelled orders will be processed within 3 business days of the time we receive a cancellation request and not sooner.

10. CANCELLATIONS FOR ORDERS ALREADY PACKED: If the products in the order total less than $200, you will be charged a 20% restocking charge on the cost of the products along with the $10 cancellation fee. If the products in the order total $200.01 or more, a 30% restocking charge will apply on the cost of the products. Credits for cancelled orders will be processed within 3 business days of the time we receive a cancellation request and not sooner.

11. CANCELLING ITEMS FROM AN ORDER: You may email us to remove certain items from your order and we'll do our best to comply IF the order is not yet packed or has not shipped. Email orderdesk@camdengrey.com and include the order number. Once an order is packed we cannot make any changes to the order. Please note that if you remove a number of items from a yet unpacked order which will greatly impact the dollar amount of the order, we will charge a $10 cancellation fee to remove any items from the order.

12. CATALOGUE: We don't offer a paper catalogue at this time. Our complete catalogue is online.

13. CHECKS: Not accepted. Unsolicited checks will be shredded for your security, the order will not be processed.

14. CREDIT: If we owe you money for any reason we will credit the card on file. Please check your credit card statement for any credits due you. We cannot apply credits to future orders. Credits or refunds will be processed within 3 business days of the ship date.

15. CREDIT CARD CHARGEBACKS: We cannot understand how a customer can place an order and then two months later "forget" the order was placed and received and then initiate a dispute with their credit card company. Or how a customer can initiate a dispute because an item received is not to their liking when the customer was informed BEFORE the order was placed that all our sales are final (remember that section where you have to click on "I Agree", well you agreed that all our sales are final!). If a customer notices a double billing for an order, we'd expect the customer to first contact us to ask about the reason for the double billing and ask us to correct this issue BEFORE initiating a dispute with their credit card company. We take chargebacks seriously since they greatly impact our standing with our credit card providers and also impact the rates we pay for the benefit we provide to customers by allowing the use of credit cards on our site. Effective 5/27/07 if you initiate a dispute with your credit card company for a legitimate order/charge, once the chargeback dispute has been settled we will proceed to charge the card on file $75 or 50% of the order total, whichever is greater, for the inconvenience, aggravation and additional work you have caused us. If our account is debited by the credit card company for an order which you received in good faith, we will continue to bill you until you pay and, if necessary, we will turn your bill over to a collection agency and mark your records so that we never accept another order from you.

16. CREDIT CARD CUSTOMERS: OUR SITE IS SECURE. If yours is a manually-entered order, please make sure you have enough funds in your credit card account for us to charge the order. Due to numerous instances of credit card charges being declined at the time of shipment, we reserve the right to charge $10.00 per order on which charges are declined each time the charge is declined. Please note that orders not placed on our website incur a $5 manual entry fee to cover our time in placing the order for you. If for any reason you need to provide us with your credit card information, you may leave that information on our secure voice mail, 305-500-9630.

    Our shopping cart is set up to provide an estimate of S&H charges at the time an order is placed. In a rare instance the cart may misquote or not quote S&H charges and those errors will be caught when we finalize the invoice once the order ships. S&H is never free. We reserve the right to charge a customer's credit card for any additional amount due us. Please keep in mind that this is not a common occurrence. If you see that you weren’t charged anything for S&H, you should know something is wrong. By placing an order on our website you agree to all our terms & conditions.

    If you added products to the original order or if more than one box was required for your shipment, there may be occasions when you will see more than one charge on the invoice and on your credit card statement. Our shopping cart charges your card at the time the order is placed on our website. If you added products or if S&H charges need to be adjusted, a second charge will be made to cover the outstanding balance. Please review the corrected invoice (which was emailed to you) before you contact us or your credit card company. You will find that if you add the additional charges you will come up with the correct invoice total. If you find that a charge was made in error, please notify us ASAP via email or fax or phone......not through all 3 methods.....one method will be enough.

17. DEBIT CARD: We accept all major credit cards. However, if you choose to use your debit card you do so at your own risk. We will not be responsible for any billing errors which may occur at the time we charge your debit card and which may cause you to be overdrawn in your bank account. We will not reimburse any bank fees you may incur should you be overdrawn due to our charges.

18. DUPLICATE ORDERS: Please, please, please!! If you're in doubt as to whether or not the original order went through, do not place another order. This causes confusion and more work for us. If we don't catch the duplication and we process and ship two or more orders, you will be responsible for S&H on all orders as well as for UPS charges to return the excess orders to us. Standard cancellation fees and restocking charges will apply on all duplicate or additional orders which are already packed or which ship, standard cancellation fees will apply on all duplicate orders which are cancelled before being prepared and packed. Not paying attention and placing more than one exact order could end up costing you. The "submit order" button means just that: an order will be submitted. If you submit an order more than once, you will be charged each time. If you receive an error message that you don’t understand, please email us instead of placing a second order or hitting the submit button again.

19. EMAIL ADDRESS--YOURS: If you wish to receive an order confirmation, a copy of the invoice once we ship and tracking information, please make sure that you enter a correctly spelled and functioning email address. Please make sure you add camdengrey.com to your list of allowed incoming emails, we will not reply to emails asking us to click on a link in order to allow our email to go through. On numerous occasions customers provide misspelled or obsolete email addresses and this means we will not be able to maintain an open channel of communication with the customer.

20. INVOICES: We will email the final invoice once an order ships. An invoice will only be corrected when a product is out of stock, you made additions to the original order or S&H quoted by the shopping cart is too high or too low. If we become backlogged with orders at certain times of the year we may not be able to finalize your invoice for a couple of days after the order ships. Please keep in mind that if additional charges are due, we will not charge your credit card a second time until the invoice is finalized.

21. LOCAL ORDERS: Please click on the dark blue tab at the top of our pages, titled South Florida Orders. There you will find all information which pertains to local orders, pick ups, showroom hours, etc..

22. MISLABELED PRODUCTS: We're all human. Once in a while there may be an incident in which a product may be mislabeled. It is the customer's responsibility to inspect all products received from us BEFORE using them. We will not be able to reimburse the customer because he/she used a mislabeled ingredient. Case in point: A customer recently contacted us to inform us a bottle of lilac fragrance oil was mislabeled and inside the bottle was hazelnut fragrance oil. These are two completely different aromas. Without first smelling the bottle, she poured hazelnut along with all her other ingredients for a recipe which required lilac. Her complete batch was ruined along with her packaging materials. It will be her loss for not checking and inspecting all ingredients before using them.

23. MONEY ORDERS: No longer accepted. Please see "Payment" for the various options available to you.

24. PAYMENTS: Visa, Discover, MasterCard and American Express are accepted for all orders.
25. PRICES: While we do our best to publish correct prices on our website, we reserve the right to correct prices on any order if prices are incorrect. The customer has the right to ask us to remove the product from the order if the correct price is not agreeable; we will issue a credit against the card used.
26. QUALITY OF OUR PRODUCTS: We offer undiluted essential oils, carrier oils, and various other products of the highest quality. The aroma and/or appearance of essential/vegetable oils and various butters may vary with each re-order and we cannot guarantee that the product you order today will look and smell exactly like the one you ordered previously or like the one you ordered from another supplier; all these products come from nature and there's no standardization. The only products that should be the same all the time are fragrance and flavor oils. Our warehouse is fully air conditioned and the system runs 24/7. All our products are fresh and we replenish our stock with regularity and as needed. Essential oils do not go rancid. For a product to go rancid, it must contain fat and essential oils do not contain fats.

    Essential oils, vegetable/nut oils and CO2's are dispensed by weight, not by fluid ounces. This means that a bottle of a very light oil may be fuller than a bottle of a heavier, thicker oil. Regarding bottles, jars, etc. which we offer for sale, please note that these come to us in bulk from the manufacturer. Sometimes some of the glass containers break in transit from the manufacturer to us and we try to clean them as much as possible prior to reselling them empty to our customers. Once you receive these items it's our recommendation that you clean or wash them and let them dry completely before use. Plastic bottles of vegetable/nut oils and other similar liquids are never filled to the top because the bottles hold more than the stated amount, i.e., an 8 oz. bottle will hold almost 9 oz. of certain liquids.

    Some customers may be accustomed to using fragrance oils instead of essential oils which should smell the same time after time and then when they receive an order of pure essential oils are disappointed that the essential oil doesn't smell the same as the synthetic fragrance oil. Some customers may have been ordering their essential oils from companies that do not specialize in essential oils as we do and the customer is then disappointed at the subtle nuances of each essential oil received from us. We wish to mention that essential oils are impacted by what's known as "terroir", the resultant oil & its properties will vary from crop to crop, weather conditions will impact the color and aroma of an essential oil and so will the country of origin. Before a customer orders a large quantity of an essential oil, we suggest that a sample be obtained due to our "no returns" policy. Please refer to the paragraph titled "samples".

27. RETURNS: All sales are final, we do not accept returns. Unauthorized returns will be discarded and credits will not be issued. If you wish to order a large number of samples, please refer to the paragraph titled "samples". We offer several kits and sampler packs which may fit your needs. Any merchandise which is found to be defective or damaged will be replaced with an identical item. Books are not returnable. Please note also that certain products may be slightly different than you expect them to be; for example, various CO2's, benzoin and oakmoss absolute are quite thick and may require warming in order to be able to work with them. We cannot accept returns of these types of products because you find that you cannot work with them. We offer various excellent books for those who are not familiar with the properties of essential oils. We cannot accept returns of products which don't work out for you. If a product didn't work for one customer out of a hundred, then it must be something the customer is not doing correctly and we cannot be responsible for this. We cannot accept returns of vegetable/nut oils because you feel they're rancid or because you don't recognize the smell. You may be used to another type or quality of vegetable/nut oils different from the excellent products we offer. Rest assured that when the product left our air-conditioned warehouse, the product was not old or rancid.

28. RUSH ORDERS: Our turnaround time is posted on our Home page and that time will change according to the time of year. Should you require that your order be rushed and shipped sooner than the posted turnaround time, we may be able to do so for a Rush Order Fee of $20.00. The order form allows you select the Rush Order feature at the time of order placement. Orders placed on our website before 8 a.m. EST on business days will ship the same day the order is placed. If for any reason we’re not able to ship a Rush Order placed before the deadline on the same day it was placed, we will refund the $20.00 paid for this service and offer our apologies. We don't ship certain essential and fragrance oils via air due to their flammability or if they're considered hazardous, all those items are marked on our website with a yellow/orange flickering flame. Hazardous or flammable products cannot ship via air.

29. SAFETY DISCLAIMER: While Camden-Grey Essential Oils, Inc. provides descriptions of its ingredients and supplies on its website, it cannot and will not guarantee the accuracy of information provided to the customer via all methods of communication: phone, email, fax, letters, in person. It is the customer's responsibility to conduct appropriate research on the use and safety of each item. The contents of our catalog and website have not been evaluated by the FDA and are not intended to diagnose, treat, cure or prevent any disease.

    By purchasing and using products sold by Camden-Grey Essential Oils, Inc. you agree that (1) you will not hold Camden-Grey Essential Oils, Inc. liable for any incidents or complications which may result from your storage and/or use or mis-use of the products (2) you will assume all product liability for the final products/creations which you create with products purchased from Camden-Grey Essential Oils, Inc. (3) you understand that numerous essential and fragrance oils can be poisonous and/or fatal if ingested (4) you understand that our cosmetic-grade fragrance oils are synthetic and are not meant for ingestion (5) you will use common sense when using any of our raw materials, i.e. if you're using red clay to make a mask common sense dictates that you will not wear light colored clothes, shower curtains or towels in the immediate vicinity of red clay and (6) products which may be dangerous or which may be ingested or inhaled by a child, a mentally handicapped person, the elderly (including persons with Alzheimer's) or pets will be stored safely away from those persons or pets.

30. SALES TAX: Our cart will charge Florida residents 7% sales tax unless you enter your Fla. sales tax certificate # in the blank space provided on the order form. Once we download your order, we will verify that we have a current sales tax certificate on file for you. Please fax this once a year to 305-500-9425. The portion you need to fax must have an expiration date and must match the name and shipping address on the order, it’s the portion that requires your signature. If our cart charged sales tax because you did not provide your Florida tax certificate # on the order form, we cannot credit you at a later date for this sales tax. At the beginning of each calendar year you must fax us your new Fla. sales tax certificate with the new year's expiration date. If you did not pay sales tax when the order was placed because you entered a tax # but then you fail to send us a current, valid certificate in a timely fashion, we will charge sales tax manually.

31. SAMPLES: If you wish to order a large number of samples, we will be glad to quote a price on those items which interest you. We offer several kits and sampler packs which may fit your needs. Please allow at least 2 business days for this quote. We can provide a maximum of 4 free samples of essential oils (consisting of a few drops of oils) with the customer paying S&H via credit card (@$2.50); if the samples you request are for the very expensive essential oils such as Rose and Jasmine, the sample will consist of 1 drop. If the samples you need must be more than a few drops, please place an order for the smallest sizes available on our website. We will not include samples of items which already appear on your order. Samples other than oils, herbs and certain butters may incur a charge, please inquire. If you want us to include up to 4 samples with an existing order and this information was not noted on the order form, please email orderdesk@camdengrey.com and ask that the samples be included with the latest order. It’s best if you include this request directly on the order form. Please be specific, name the products you want us to send and don't just say "send samples of oils". If the request for samples was not entered into the order form and for this reason your order ships without the samples you requested via phone or email, we will not be able to send the samples separately, you will need to re-order the samples the next time you order by entering that information into the order form.

32. TRACKING: You may track your order from our Home page once you’re emailed your tracking number. Look for the UPS icon towards the bottom left of our Home page and have your tracking number available from the notice we sent you. Tracking numbers always appear below the shipping area of the final invoice which is emailed to the customer once the order ships and that number is also provided in the UPS notification we email to each customer the same evening the order ships. If their system says that a number cannot be tracked, it could be because it's too early to track the shipment, please try later on that same evening.

33. ANY OTHER QUESTIONS? Please visit our FAQ section. Or email us if you cannot find the answer on our website. Thanks for visiting us!

(Rev. 5/28/07)