Terms and Conditions
Once you ask us to process an order, YOU AGREE to all the terms outlined in our Terms & Conditions and 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. Essential and fragrance oils are not to be used undiluted on the skin and must be kept away from children, the mentally handicapped, the elderly and pets. 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 place your order on our secure website. Please create an account and 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 website. If you ask us to place the order for you there will be a $10 manual entry fee. Even if we place the order for you, the credit card # will be entered online. NOTE: S&H quoted by our cart is always an estimate, we reserve the right to charge the card on file for any balance due for S&H, we will not ship until all S&H charges are paid in full. Please review our Shipping Policies in more detail, the link appears at the bottom of each web page. If our cart underquotes S&H, the card used will be charged; if our cart overquotes S&H, the card used will be refunded.
CANCELLATIONS: Are not allowed, once an order is placed it cannot be cancelled, it will ship. You may refuse the shipment; however, this will trigger cancellation & restocking fees as well as return shipping costs. Your card will be charged for any additional amount due us. Please make sure you intend to place an order before you enter your credit card information on our site and submit the order. Products are not sent to customers on approval, they are sent based on the order the customer freely chose to place on our site and on the terms to which the customer agreed during checkout.
DELIVERY TIME: Most U.S. orders shipped via FedEx Ground will be delivered 2-5 business days from ship date weather and road conditions permitting. Any delays while in transit to you are the responsibility of the carrier. Contiguous U.S. shipments ship via FedEx Ground under our own account number. We do not use USPS for those shipments. We do not ship under a customer's FedEx account number. Orders shipped via FedEx SmartPost take longer to be delivered, anywhere between 3-10 days. If you need your delivery sooner, please do not select our reduced S&H option.
MINIMUM ORDER: $20.00 in products
ADDITIONS/CHANGES TO ORDERS: We do not allow changes to orders including additions or deletions. Please place a second order which will ship separately, we do not combine shipments.
AIR SHIPMENTS: Please do not select flammable/hazmat products if in the Notes section of our order form you ask us to quote an Air method. Those items are clearly marked on our site in green/white with “ships ground only” text. Requesting an Air shipping method does not move your order ahead of other orders, only our Rush Service does this. Please decide which makes more financial sense for you, paying the $20 Rush fee and having the order ship the same day based on the guidelines mentioned in the Rush Orders paragraph or paying for an Air method. Please enter your request for an Air quote into the Notes section of our order form; we’ll provide the quote via email during business hours, please be on the lookout for this email.
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.
BULK ITEMS: Bulk items offer discounted prices, usually do not qualify for additional discounts during a discount promotion and do not earn reward points.
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: (1) Please 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) Please allow a minimum of 8 business days from our ship date for us to provide the CofA via email. We do not include any documents with our domestic shipments. (3) If a CofA is extremely important to you, we suggest that BEFORE you place the order you email us and 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 which have a price of $30.00 (each) or greater. NOTE: Please keep in mind that we’re not required to provide CofA’s, we provide them as a courtesy to our customers. Thanks for your cooperation.
CREDITS AND DEBITS: Refunds are processed once a week. Please allow @6 weeks from shipping date or cancel date if product cannot be obtained for an invoice/transaction to be finalized, closed, charged, refunded and emailed to you. We do not process/issue refunds for less than 75 cents.
DEBIT CARD PURCHASES: We are not responsible for any bank charges you may incur such as NSF charges because of purchases made on our site. It is always a good idea when making an online purchase anywhere with a debit card to check your bank account promptly to verify if the transaction went through correctly.
DISCOUNT AND DISCOUNT CODES: When a discount promotion is offered, the customer must enter the code during checkout into the appropriate discount code space. We will not apply a manual discount after an order has been placed. It's the customer's responsibility to follow the terms of a discount offer and to enter the code online. Please do not send an email asking us to apply a discount manually, we do not reply to (or comply with) those requests.
DUPLICATE ORDERS: PLEASE, PLEASE, PLEASE!! Do not 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 email us and we will reply during business hours. Since we do not accept order cancellations, if you place more than one order (even if they are identical orders) all orders will ship without further notice to you. All sales are final.
EXPIRATION DATES, LOT NUMBERS, ETC.: We do not provide expiration dates or lot numbers with our products.
INVOICES: Are not included with our domestic shipments. In less than a minute after an order is placed online our system automatically emails you a copy of the order. If you provided a correctly-spelled email address, the emailed confirmation should be promptly received by you. Please save and print a copy of the order detail for your taxes, we do not provide copies of invoices at tax time and this is why we provide a copy the moment an order is placed. Our website provides order histories once you log into your account, that is where you may obtain previous copies of invoices.
LIMIT 1 OF ANY SIZE!! WHAT DOES THIS MEAN?: When a product displays “limit 1 of any size!!” it’s because the product is in low stock, the notice means exactly what it states. We cannot fill orders for quantities of more than 1 of any size of a product so marked. Orders placed for a product with the “limit 1 of any size!!” notation but for which the customer ordered more than 1 cannot ship until the customer replies to our ‘substitution request’ email. Because we don’t allow cancellations for any reason, customers will be reminded that, per our posted policy, they must substitute the “limit 1" product(s) with another product(s) which comes very close in price to the product(s) to be removed. The order will remain unprocessed at our warehouse until the customer replies. Please avoid the delay which will result when more than one of “limit 1 of any size!!” product and do not order more than 1 of any product marked as such. As mentioned, the notation means exactly what it states.
LOCAL ORDERS: We are not open to the public, all orders placed will ship.
MSDS: Many MSDSs/SDSs appear on our site. Products which are not hazardous do not require an MSDS. If we’re provided an MSDS/SDS by the vendor, we’ll gladly provide this to you. If we’ve not been provided an MSDS/SDS by the vendor, we cannot provide one to you. If an MSDS/SDS is extremely important to you and you don’t see it posted on our site, we suggest you email us and ask if one’s available BEFORE placing an order on our site.
MISLABELED PRODUCTS: We are human. On a very rare occasion a customer may receive an item which was mislabeled. It is the responsibility of the customer to inspect all items upon receipt of a shipment and to look at and smell the products to determine if everything ordered was shipped correctly. We allow 48 hours from receipt of a shipment to report to us errors or problems with a shipment via phone or email (email is preferred because it provides a written record). We will not reimburse customers who use a mislabeled product in their formulation and ruined the other ingredients because they did not take the time to inspect all products received. We will only refund the price paid for the erroneously shipped product.
NAFTA FORMS: We do not prepare these forms, please do not ask us to do so for your shipment.
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 your order is processed, all products are subject to previous sale. For non-bulk items, we will note this on the final, corrected invoice and refund the card on file. Out of stock non-bulk items will not ship at a later date because new S&H would apply to the 2nd shipment....unless you request that we do so and you agree to pay any additional shipping costs. For bulk items, they will ship as soon as new stock arrives at our warehouse. Questions? Please review the first paragraph in the ‘description’ section of every product we offer on our website. We are sorry for any inconvenience an out of stock situation may create for you, but such is the nature of our business. This paragraph, along with the ‘first paragraph’ mentioned previously, has informed you of our policy in advance of placing an order. Keep in mind also that we have no control over weather and/or road conditions. A vendor could inform us our restocking order will arrive in 3 days but then there’s a massive snowstorm that impacts delivery which could then be delayed several other days.
PAYMENT METHODS: All major credit/debit cards and PayPal are accepted, PayPal up to $75.00 order total (effective 12/2015). No checks or money orders. PayPal’s not accepted for international orders. Our site is completely secure. We do not accept purchase orders.
QUALITY OF OUR PRODUCTS: Since 1998 we have been offering pure and undiluted essential oils, carrier oils and various other products and raw materials of the highest quality. The aroma and/or appearance of essential/vegetable oils and various butters may vary with each re-order, 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; 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 fragrance and flavor oils. Our warehouse is fully air conditioned, the system runs 24/7. All our products are fresh, we replenish our stock with regularity as needed. Each order is prepared fresh, they do not sit for months on a shelf pre-poured and pre-packaged. Essential oils and absolutes do not go rancid, please do not use this term when referring to essential oils and absolutes. For a product to go rancid, it must contain fat; essential oils and absolutes do not contain fats. Regarding bottles, jars, etc. which we offer for sale, please note that these come to us in bulk from the manufacturer. Once you receive packaging items, please wash and let them dry completely before use. Plastic bottles of vegetable/nut oils and other liquids may not be filled by us 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 she may be disappointed that the essential oil does not 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 pure essential oil purchased from us. We are an 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 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, all our sales are final. Please refer further below to the paragraph titled Samples.
REQUESTS YOU ENTER INTO THE ORDER FORM: We will use our discretion as to whether or not we will include your delivery requests into the shipping label. Sometimes, requests such as ‘leave on porch if no one is home’ cannot be complied with because of the value of the shipment or because lye is included in the shipment. All shipments of lye require a signature (eff. 1/5/18). We will make a decision on what can and can’t be included on the shipping label and what fits on the label. 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 and the driver may require a signature upon delivery even when we did not request one. If our clerk fails to follow a customer’s instructions, all we can do is apologize for this error.
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. As of 9/2014 we no longer accept changes to an existing order, all orders placed will ship exactly as placed. Please click on the products to read descriptions of each product. We do not accept returns because a product is too thick or because you could not work with the product or for any other reason not related to a mistake on our part. The raw materials we offer are all natural and, as such, will vary in color, consistency and aroma from batch to batch and vendor to vendor. Please do not expect uniformity when ordering natural raw materials.
RUSH ORDERS: If you need an order rushed and shipped promptly, we offer a Rush Service for $20.00. All orders with Rush service applied which are placed before 7:30 a.m. EST/EDT 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 properly ship your Rush order, we’ll refund the fee you paid for Rush and ship your order the next business day. As of 1/5/18 Fridays, holidays and weekends are not business days for us, we’re closed on those days.
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 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 and signed. The portion we need is the one that has two lines for signatures. If yours is an export order and/or shipped by us to a forwarder of your choice, please enter 99999999 into the FL sales tax field to avoid being charged FL sales tax.
SAMPLES: As far as we know, we're the only supplier within our industry that offers free samples with an order. These are not sniffies or Q-tips dipped in the ingredient for you to smell. These are actual, small samples. We ask that these samples be requested directly on the order form during checkout, we can include up to 4 very small free samples of raw materials with an existing order. Effective 6/21/16 samples not requested directly on the order form will not be provided. FYI: Samples are small, enough for you to smell, look at and feel the product. Samples of very expensive oils consist of a drop of the oil. For products other than ingredients/raw materials: The price of the individual item will be the price which appears on our website. We’ll charge the card you used for the original order. If you paid with PayPal, we cannot ship the complete order until you disburse the additional funds. We may decline a request for samples at any time. There’s a limit of one of each sample, i.e., you cannot order 4 free samples of the same product. Please do not order samples of products included in your order, those samples will not be provided.
SMELLS AND AROMAS: Please note that every product that ships out of our warehouse will have one smell/aroma or another, that’s the nature of our business. The smells/aromas are for the most part impregnated into the packing materials (packing peanuts, bubblewrap, box) and will dissipate soon after arrival. If the smells/aromas are, for some unexplained reason, unacceptable to you, please remove all the products from the packing box, discard all packing materials and 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 your packing box or from the products or which reside on the outside of your products’ containers. If you’re concerned about how the smells/aromas may become impregnated into the packing materials and box, we suggest you first place a small order and see how you feel about the shipment upon arrival.
TRACKING: A tracking number will be emailed to you directly from the 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 and other email services to which our customers subscribe, those services may block our emails along with FedEx notices.
THERAPEUTIC CLAIMS: We’re not a multi-level company, we do not hire outside salespersons or reps. In most cases, therapeutic 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. Therefore, whatever terms a vendor uses to promote its essential oils, terms such as ‘therapeutic grade’ ‘certified by’ ‘certified 100% pure’ and so on....those terms are nothing more than marketing terms meant exclusively to confuse the public and 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 at the top of all our web pages. 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 and New Year.
WHEN NOTIFYING US A PRODUCT WAS NOT RECEIVED: An order’s paperwork is first handled by the clerk who prepares the order and then handled by the clerk who packs the order. Each employee, while performing her work, marks on the invoice the products we’re preparing 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 and checks off each product, compares its name against the product name on the invoice, adds up the number of items being shipped and packs the shipment. The packing clerk works on one order at a time and 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 the paperwork verifies that all products ordered were shipped, we will not send a replacement of the product the customer believes wasn’t shipped. We strongly suggest customers check all packing materials before discarding the box and those materials and that all customers open their box and verify that all products ordered were received. We allow 48 hours from receipt date for us to be notified via email of any problems with an order. Please note that very small vials are always placed inside red ziplock bags to make them stand out among the packing materials.
DISCLAIMER: While Camden-Grey Essential Oils, Inc. (Camden-Grey) 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 or in person. It is the responsibility of the customer to conduct appropriate research on the use and safety of each item we offer. 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. 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). 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 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 numerous essential, flavor 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 are using red clay to make a mask common sense dictates that you will not wear light-colored clothes or have light-colored shower curtains, rugs 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 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 and books and personal knowledge and is being passed on to our customers for their review and 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.