Terms and Conditions
Once you ask us to process an order, you AGREE to all the terms outlined in our Terms & Conditions & Shipping Policies sections. You are responsible for the use or misuse of any product purchased from Camden-Grey Essential Oils, Inc. (Camden-Grey). Camden-Grey is not responsible for end products which do not turn out as you expected. Photos on our site are representative of the products in general, but may not exactly portray the products currently in stock including color or texture. Please create an account & then save your Wish List/Basket so you do not lose its contents should there be a problem during checkout. You will only be able to receive and/or redeem reward points in your account if you order while logged into your account.
PLACING AN ORDER: All orders must be placed on our secure website, all sales are final.
CANCELLATIONS: Not accepted, not allowed. Please make sure you intend to place an order before you enter your credit card information on our site & submit the order.
DELIVERY TIME: Most U.S. orders shipped via FedEx Ground will be delivered 2-5 business days from ship date weather & road conditions permitting. Any delays while in transit to you are the responsibility of the carrier. We do not ship under a customer's account number. Orders shipped via FedEx SmartPost take longer to be delivered, i.e. 3-9 days. If you need your delivery sooner, please do not select SmartPost where USPS makes the final delivery.
ADDITIONS/CHANGES TO ORDERS: Before submitting an order, all customers are informed that changes to orders are not allowed. If you require additional items after having submitted an order, please place a second order which will ship separately, we do not combine shipments.
AIR/OCEAN SHIPMENTS: Please do not select hazmat products if your order is for export, if we’re to ship internationally or if we’re to ship to a U.S.-based freight forwarder. Requesting an Air shipping method does not move your order ahead of other orders, only our Rush Service does this. Read more about this topic in our Shipping Policies page.
BOTTLING: How we bottle our liquids is covered in detail in the Important Information tab which appears near the description area of all our products.
CATALOGUE: We do not have a paper catalogue, everything we offer is on our site.
CERTIFICATE OF ANALYSIS: This is our policy regarding CofA requests...Please: (1) Request the CofA directly on the order form when you submit the order. Requests received later via phone or email will not be honored. (2) Allow a minimum of 8 business days from our ship date for us to provide the CofA via email. (3) Before you place the order email us & ask if we have a CofA for the product so you won’t be disappointed if there isn’t one. We do not provide CofA's without an order. (4) CofA’s will only be provided for individual ingredients/raw materials with prices of $30.00+ each. NOTE: Please keep in mind that we’re not required to provide CofA’s, we provide them as a courtesy to our customers. We do not provide any other documents.
CREDITS & DEBITS: Refunds are processed once a week. Please allow @4 weeks from shipping date or cancel date if product cannot be obtained for an invoice/transaction to be finalized, closed, charged, refunded & emailed to you. We do not process/issue refunds for less than $1.00.
DISCOUNT CODES: During a discount promotion customers must enter the code themselves during checkout in the appropriate discount code space. We will not apply a manual discount after an order is placed. It's the customer's responsibility to follow the terms of a discount offer & to enter the code online. Please do not send emails asking us to apply a discount manually, we do not reply to or comply with those requests.
DUPLICATE ORDERS: PLEASE, PLEASE!! Don’t place more than one order, doing so could end up costing you extra. If you are ever in doubt as to whether or not the first order went thru, please log into your online Camden-Grey account & view your order history. You may also check your credit/debit card transactions to verify if a transaction resulted. You may also email us, we will reply during business hours. Because we do not accept order cancellations, if you place more than one order all orders will ship without further notice. All sales are final.
ERRORS: If you believe that you were sent another product instead of the product you ordered, please complete our online form informing us of the matter & explaining in full detail how you arrived at your determination, i.e. you ordered Rosemary EO but believe you received Eucalyptus EO instead. Please do not make this type of determination by smelling directly from the bottle, you must use a perfume test strip & follow the steps in our online description of our perfume test strips. That’s step #1. Step #2 is to mail us via First Class a very small amount (1/8 oz.) of the product you’re questioning making sure you include the order # in your return address & include a note explaining the matter. We do not issue replacement products until both steps have been completed.
EU ALLERGENS: At this time we don’t provide EU Allergens paperwork or information.
EXPIRATION DATES, LOT NUMBERS, ETC.: Lot numbers are provided only for products purchased in large quantities. Expiration dates are not provided at this time.
IFRA: At this time we don’t provide IFRA paperwork or information.
INVOICES: Are not included with our domestic shipments. Less than a minute after an order is placed on our website our system automatically emails you a copy of the order. Please check your spam/junk folder. Please save & print a copy of the order detail for your taxes, we do not provide copies of invoices at tax time. Our website provides order histories once you log into your account, that is where you may obtain & print copies of your invoices.
LOCAL ORDERS: We are not open to the public, all orders placed will ship. We’re located in Fort Myers, FL.
SDS: We’re working on a project to include Safety Data Sheets (SDSs) for all products for which the vendor/manufacturer has provided us with this document. Products which are not hazardous do not have or require an SDS. If we’re provided an SDS by the vendor, we’ll gladly post this information on our website & you may print from there. If we’ve not been provided an SDS by the vendor/manufacturer, we cannot provide one to you. If an SDS is extremely important to you, we suggest you email us & ask if one’s available before placing an order on our site.
MISLABELED PRODUCTS: On a very rare occasion a customer may receive a mislabeled item. It is the customer’s responsibility to inspect all items upon receipt & to look at & smell the products to determine if everything ordered was included & is correct. We allow 72 hours from receipt of a shipment to report to us via email errors/problems with a shipment. We will not reimburse customers who use a mislabeled product in their formulation which ruined other ingredients. We will only refund the price paid for the erroneous product once the customer returns to us the erroneous product, we’ll provide instructions on how to do so. Once the 72 hours are up we cannot accept or resolve reports of a mislabeled or wrong product.
NAFTA FORMS: We do not prepare these forms.
OUT OF STOCK ITEMS: Due to the nature of our business from time to time a product shown as ‘in stock’ on our site could be out of stock when it’s time to process your order, all products are subject to previous sale. For non-bulk items, we will note this on the final, corrected invoice & refund thru the payment method used. Out of stock non-bulk items will not ship at a later date because new S&H applies to the 2nd shipment....unless you request that we do so & you agree to pay additional shipping costs. Bulk items will ship as soon as new stock arrives at our warehouse. Please note that every bulk product we offer indicates a number of days when we expect a new supply of the product to arrive at our warehouse. We’ll ship promptly to use as soon as the new supply arrives at our warehouse. Also keep in mind that we have no control over weather and/or road conditions for products shipping to us & products shipping to our customers. Order cancellations are not allowed or accepted because a bulk item did not arrive at our warehouse on or about the expected date.
PAYMENT METHODS: We accept all major credit/debit cards. PayPal is accepted for domestic orders up to a $75.00 order total. Checks/money orders aren’t accepted. Our site is completely secure. We do not accept purchase orders.
QUALITY OF OUR PRODUCTS: Since 1998 we’ve been offering pure/undiluted oils & various other products & ingredients of the highest quality. The aroma and/or appearance of any of our natural ingredients may vary with each re-order, we cannot guarantee that the product you order today will look & smell exactly like the one you ordered previously or like the one you ordered from another supplier; natural products come from nature, there is no standardization (the term ‘natural’ is not currently recognized in the U.S. by any regulatory entity).
The only products that should be the same most of the time are synthetic products such as fragrance & flavor oils. Our warehouse is fully air conditioned 24/7. All our products are fresh, we replenish our stock with regularity as needed. Each order is prepared fresh, products do not sit for months on a shelf pre-poured & pre-packaged.
Essential oils & absolutes do not contain fat, thus, they cannot go rancid, please do not use this term when referring to essential oils & absolutes. Regarding packaging materials offered for sale, they come to us in bulk from the manufacturer. Once you receive packaging items, please wash & let them dry completely before use. Plastic bottles of vegetable/nut oils & other liquids may not be filled to the top because the bottles may hold more than the stated amount, i.e., an 8 oz. bottle could hold almost 9 oz. of certain liquids.
Some customers may be accustomed to using synthetic fragrance oils instead of natural essential oils. When the customer receives an order of pure essential oils he/she may be disappointed that the essential oil does not smell the same or as strong 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 & the customer is then disappointed at the subtle natural nuances of each pure essential oil purchased from us.
We are a true essential oil supplier, the words ‘essential oils’ appear in our name. Essential oils are impacted by what is known as terroir, the resultant oil & its properties will vary from crop to crop, weather conditions will impact the color & aroma of an essential oil & so will the country of origin. Before you order a large quantity of any bulk product, we suggest that you first purchase the smallest size available that meets our ordering requirements. All sales are final.
REQUESTS YOU ENTER INTO THE ORDER FORM: We will use our discretion as to whether or not we will or can include your delivery requests into the shipping label. If our clerk fails to follow a customer’s instructions, all we can do is apologize for this error. Sometimes, requests such as ‘leave on porch if no one is home’ cannot be complied with because of the value of the shipment. Please note that the driver reserves the right to decide whether or not it is safe to leave a parcel unattended or without a signature & the driver may require a signature upon delivery even when we did not request one. FedEx also reserves the right to demand a signature upon delivery for each parcel in a shipment & will charge for this service for each parcel, costs which we will pass on to you after we ship by charging the card on file. Keep in mind that for the majority of shipments with a value of $475.00+ FedEx can demand a signature upon delivery whether or not you want or like it. The FedEx system will not allow us to prepare/print a shipping label if the system demands a signature but we refuse to agree to the option.
RETURNS: All sales are final, we do not accept returns or cancellations. Before you finalize the order, please make sure you intend to order what you selected. All orders placed will ship exactly as placed, changes are not allowed. We do not accept returns because a product is too thick, you couldn’t work with the product or for any other reason not related to an error on our part. The raw materials & ingredients we offer are all natural and, as such, will vary in color, consistency & aroma from batch to batch & vendor to vendor. Please do not expect uniformity when ordering natural raw materials.
RUSH ORDERS: If you need an order rushed & shipped promptly we offer a Rush Service at a cost of $20.00. All orders with Rush service applied which are placed before 7:30 a.m. ET on a business day will ship via FedEx the same business day or will ship via FedEx the next business day if placed on a holiday or on a day we’re closed. Should we fail to ship your Rush order as agreed, we’ll refund the Rush fee & ship your order ASAP.
SALES TAX: Florida customers who do not enter their FL sales tax # in the appropriate field during checkout will be charged non-refundable sales tax. Once the cart charges sales tax of we cannot refund it. Please provide each January, or the first time you order from us, a current Florida Sales Tax Certificate properly filled out & signed. If yours is an export order and/or shipped by us to a forwarder of your choice, please enter 999999999 into the FL sales tax field to avoid being charged FL sales tax. Export orders should not pay sales tax.
SAMPLES: We no longer offer samples on demand. From time-to-time we prepare packets of samples of various products & include them free with an order. Samples are small, enough for you to smell, look at & feel the product. Samples of very expensive oils consist of a drop of the oil. If you require samples of various products, please purchase the smallest sizes offered & proceed during our checkout.
SMELLS & AROMAS: Please note that every product that ships out of our warehouse will have one smell or another, that’s the nature of our business. The smells are, for the most part, impregnated into the packing materials (packing peanuts, bubblewrap, box) & should dissipate soon after arrival. If the smells are unacceptable to you, please remove the products from the shipping box, discard all packing materials & place the products in an area where they can be aired for a period of time. Keep in mind that we do not accept returns under any circumstances; thus, we will not accept returns because you do not like the aromas emanating from the shipping box or from the products or which reside on the outside of the products’ containers. If you’re concerned about how the smells may become impregnated into the packing materials & box, we suggest you first place a small order & see how you feel about the shipment upon arrival.
TRACKING: A tracking number will be emailed to you directly from FedEx servers once we ship. Please do not ask for a tracking number shortly after you place an order since there will not be one available. If your order has not yet shipped, there is no tracking number available. Please make sure you provide a correctly-spelled email address; otherwise, you will not be able to receive a tracking notice or any other notice we may have to send related to your order. We seem to have a problem with AOL, Hotmail, MSN, Yahoo & other email services to which our customers subscribe, those services may block our emails along with FedEx notices.
THERAPEUTIC or CERTIFIED CLAIMS: We’re not a multi-level company, we do not hire outside salespersons or reps, we don’t try to represent we are what we are not. In most cases, therapeutic or certified claims are made by vendors who try to hype the quality of their products without any substantiating documentation, some of those vendors are multi-level companies. In the United States there’s no governmental body that certifies essential oils. Whatever terms a vendor uses to promote its essential oils, terms such as ‘therapeutic grade’ ‘certified by’ ‘certified 100% pure’ & so on....those terms are nothing more than marketing terms meant exclusively to confuse the public & make their company appear better than other companies. The post at this URL is quite interesting, please read it: http://wingedseed.com/blog/2009/11/19/one-more-time-there-are-no-fda-certified-pure-therapeutic-grade-essential-oils-part-I/
TURNAROUND TIME: Is always posted on our Home page. Please make an informed decision when placing your order. Turnaround time varies throughout the year. It could range from 2-3 business days during normal times to 5+ business days during discount promotions, holidays, Christmas & New Year.
IF A PRODUCT IS NOT RECEIVED: An order’s paperwork is first handled by the clerk who prepares the order & then handled by the clerk who packs the order. Each employee, while performing her work, marks on the invoice the products for the order as they’re being prepared. Once she’s done, she places all the items for each order in a transport basket which eventually moves to the packing area. All of our products are prepared fresh, they do not sit on a shelf getting old. The packing clerk then takes the same invoice & checks off each product, compares its name against the product name on the invoice, adds up the number of items to be shipped & packs the shipment. The packing clerk works on one order at a time & never co-mingles orders. Thus, two separate employees will have confirmed that what was ordered is what is shipping.
When a customer contacts us to report that a product is missing, the first thing we do is pull the paperwork to verify that all products ordered shipped, there could have been an instance of an out-of-stock situation. If our paperwork verifies that all products ordered were shipped, we will not send a replacement of the product the customer informed us wasn’t shipped.
We’ve had numerous instances where a customer reported an item was not received only to email us soon thereafter to let us know the item was found or that a child took it out of the box without the adult’s knowledge. We strongly suggest customers check all packing materials before discarding the box & packing materials & that all customers promptly open their boxes & verify that all products ordered were received & are correct. We allow 72 hours from a shipment’s delivery date for us to be notified via email of any problems with an order. Please note that small vials & items are placed inside red plastic bags to make them stand out among the packing materials.
WHAT ARE BULK PRODUCTS? In order to offer the greatest savings to our customers we offer a large number of products in bulk with additional discounts built into the sales prices. Customers will experience the greatest savings when purchasing bulk products. The word ‘bulk’ appears next to each product classified as ‘bulk’.
DISCOUNTS, REWARD POINTS & PRICES: Bulk products do not qualify for (1) receiving further discounts from discount codes and (2) earning reward points. Bulk, discounted or sale items cannot be purchased using earned reward points and will not earn points. Most of the products we offer are commodities. As such, their prices will fluctuate throughout the year based on world markets. Prices increase and decrease based on world market conditions.
ORDERING PROCESS: Once you submit an order on our website we will proceed to order from the vendor the bulk product(s) you ordered. Within approximately 3 business days of your bulk order date we will email you with the estimated time of arrival (ETA) the shipper provides to us for the product(s) to arrive at our warehouse, cancellations are not allowed because the expected delivery date is not acceptable to you. If we’re able to fill the order from product currently in stock, we will do so and ship sooner.
CANCELLATIONS, RETURNS: Bulk products are, for the most part, ‘special order’ products. Orders of bulk products are non-cancellable, returns are not allowed and will not be accepted. Again: Orders of bulk products are non-cancellable. Customers must be patient when ordering bulk products and should keep in mind that Camden-Grey has no control over time-in-transit to us and to the customer, as well as over road and weather conditions.
UNDELIVERABLE AND/OR REFUSED BULK SHIPMENTS: Bulk shipments (regardless of how we ship) which are returned to us for any reason will incur a 60% restocking fee of the price paid for the product as well as 100% of shipping, handling and palletizing fees. Before an order’s submitted thru our website, please be 100% sure you intend to order and accept the product. S&H fees are not refundable.
ETA: Every bulk product we offer informs customers of the approximate ETA; however, ETA may increase or decrease based on time of year, holidays and road and weather conditions. Our main goal is to receive at our warehouse the ordered products ASAP and to ship orders to customers ASAP.
HOW WE SHIP BULK ORDERS; FEES: Heavy and very large/voluminous orders (including drums) will ship via truck line, palletized. Below are the delivery/packing surcharges you can expect to be manually applied to the order once we’re ready to ship. Amounts due will be manually charged to the card on file once we’re ready to ship:
- Residential palletized deliveries: A $75 residential surcharge + a $70 fee for a lift gate on the truck. You must have a way to move the delivered palletized shipment unto your property, the truck driver usually will not assist with this. If he/she assists with such requests, we’ll be billed later by the truckline and we’ll pass the additional cost on to you by charging your card.
- Commercial palletized deliveries: If a receiving dock is not available, we must request a lift gate on the truck, the truck line charges $60 for a lift gate. When ordering, customers should inform us thru our order form if there’s a dock at the delivery address. Informing us eliminates the lift gate fee.
- Our palletizing, shrinkwrapping fee is $35 per pallet in a shipment and is subject to change at any time.
WHAT NOT TO ASK THE DELIVERY DRIVER: Please do not ask the driver to take the pallet apart or to bring the palletized shipment to the garage or inside the store. Truck companies charge for every additional service they are asked to provide; unexpected costs will be passed on to you once they bill us for them which could be several weeks after delivery, the card on file will be charged.
S&H ESTIMATES: Whether we ship via FedEx Ground, Home Delivery, SmartPost or via truck line, S&H costs provided by our cart are estimates and never refundable. If there’s a balance due for S&H we will charge the card on file. Any and all additional packing, palletizing and handling fees for a truck line shipment will be charged to the card on file. We cannot ship until all amounts due have been paid.
CUSTOMER’S AGREEMENT FOR BULK ORDERS: By ordering on our website, you agree to all of our Terms & Conditions, Shipping Policies, and to all of the text that appears in this page related to orders of bulk products and further authorize us to charge the card on file for any additional shipping and/or handling costs.
Please become familiar with our policies. We provide all the information required to make an informed purchasing decision. It’s up to you to read the information provided.
DISCLAIMER: While Camden-Grey Essential Oils, Inc. (Camden-Grey) provides descriptions of its ingredients & supplies on its website, it cannot & will not guarantee the accuracy of information provided to the customer via all methods of communication: phone, email, fax, letters or in person. It is the responsibility of the customer to conduct appropriate research on the use & safety of each item we offer. The contents of our catalog & website have not been evaluated by the FDA & are not intended to diagnose, treat, cure or prevent any disease. We reserve the right to correct erroneous prices after an order has been placed; you reserve the right to refuse to purchase the item which was erroneously priced (without penalties). We offer our products for external & cosmetic applications. By purchasing & 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 incident or complication which may result from improper 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 some essential, flavor & fragrance oils can be poisonous and/or fatal if ingested.
(4) You understand that our cosmetic-grade fragrance oils are synthetic & are not meant for ingestion nor for lip products.
(5) You will use common sense when using any of our raw materials.
(6) Products which may be dangerous or which may be ingested or inhaled by a child, a mentally handicapped person, the elderly or pets will be stored by you safely away from those persons or pets. The information provided on our site, as well as our descriptions, has been obtained from reliable online sources & books & personal knowledge & is being passed on to our customers for their review & further research. Camden-Grey Essential Oils, Inc. makes no representation as to the accuracy of the information or comprehensiveness. All our products are for external use only.
(7) You will read all of our Terms & Conditions & Shipping Policies before placing an order on the Camden-Grey website.