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Our Policies
Money orders must be drawn on U.S. banks or via American Express. International money orders cannot be accepted.
We believe that hidden company policies often lead to displeased customers. Your satisfaction is very important to us. Our policies apply
to all orders regardless of which method you choose to place your order.
Thank you for understanding that no exceptions can be made.
Use of Our Ingredients:
FromNatureWithLove.com is a wholesale supplier of natural and complementary ingredients used in skin care, hair care, aromatherapy, massage, spa products, herbal preparations, soap making, potpourri and candle making. While many of our ingredients are food grade, we DO NOT sell our ingredients for consumption or for use in food products.
Finalizing Your Order:
In an effort to expedite order processing time, we have automated many of our order processes. We cannot make any changes to an order once it is finalized. Please check your order carefully before you finalize it.
Our online shopping cart does NOT require you to place your credit card information online. For additional information, please visit our Methods of Payment page.
Order Payment:
If we encounter a problem with processing your order, such as non-receipt of a paypal payment or a credit card error, we will email you regarding the problem. Please be sure to add orderdesk@fromnaturewithlove.com to your address book. We will continue to try processing your order. If we don't hear from you within 14 days, your order may be cancelled.
Small Order Fee:
We do not impose a minimum order requirement. Thank you for understanding, however, that we must add a $5 surcharge on orders that are $20 or less, after any discounts are applied.
Cancellations:
Cancelled orders will be subject to a cancellation fee of 20% or $5, whichever is higher. The cancellation fee on cancelled Priority Rush/UPS NextDay/UPS 2 Day/UPS 3 Day orders is 25% or a minimum of $10 plus the Priority Rush fee.
Connecticut Residents:
We must charge sales tax to Connecticut businesses and residents who have not filed a Sales & Reuse Certificate with us. If your order is being delivered in the state of CT and you have a valid business tax ID number, please fax a copy of your resale certificate within 2 hours after placing their order. Once you have faxed us your resale certificate, we will keep it on file for future orders. Our fax number is (203) 267-6065. We cannot refund sales tax on orders once they have been charged. View the CT Resale Certificate.
Pricing:
Due to market fluctuations, prices are subject to change without notice.
Our pricing structure is designed to cater to large businesses, hobbyists and everyone in between. In order to receive the most competitive, wholesale level pricing, purchase the largest listed product quantity. If you are interested in receiving pricing on quantities larger than what is listed in our catalog, please contact bulksales@fromnaturewithlove.com.
PayPal Users:
Please be aware that payments made though PayPal may occasionally take a few days to clear. We have also discovered that their system sometimes goes down. This can prevent us from confirming the receipt of payment. We are not responsible for any delays in processing orders paid for through PayPal. Orders cannot be shipped until your payment clears. Orders of $150 or more paid for via PayPal must be shipped to an address that the PayPal system lists as being CONFIRMED. Please note that this is separate from verifying your account. You are able to confirm your address by logging into your PayPal account, going into the Profile Summary area, selecting Street Address, and then by clicking on the Confirm button on the bottom of the page. PayPal's confirmation prodecures may change, so if you have questions, please contact PayPal.
Hotmail, RoadRunner, GMail and America Online (AOL) Users:
Hotmail, RoadRunner and AOL have strict methods in place to prevent unwanted e-mails from being delivered to the mailboxes of its subscribers. Unfortunately, their default filter settings can prevent their subscribers from receiving important emails regarding their online purchases. FromNatureWithLove.com is not responsible for order delays caused by your e-mail filters preventing our e-mails from reaching you. We encourage you to please adjust your spam filter settings so that you can receive e-mails from our fromnaturewithlove.com e-mail addresses. For America Online users, there are several ways to setup your account so that AOL will deliver e-mails from us. Please go HERE to make sure your account is setup to receive these important e-mails before completing your online order with us.
Out of Stock Items:
Sometimes a product is available at the time you place your order, but
then becomes Out of Stock by the time your order is received at the warehouse. In these rare instances, your charge card may have already been billed for the item. If an item is out of stock after your invoice is processed, you will receive a credit as soon as the warehouse notifies us of the stock status. If the out of stock item is received within a few days and the amount is more than $25, we will ship the merchandise once it arrives. If the amount is less than $25 or if the item is not expected to arrive within a short period of time, we will credit your charge card for the item. If one of the ingredients contained in a product sampler is out of stock, we reserve the right to substitute a similar ingredient of equal or greater value.
Shipping Fees:
UPS shipping fees are calculated based on the weight of the merchandise with a minimum shipping weight of 2 pounds. When ordering online, the shipping amount shown during checkout is only an estimated charge generated by the UPS online system. The UPS system is unable to determine and account for multiple boxes and certain surcharges. Therefore, your shipping charges may be higher than the online estimate if multiple boxes are required to best protect your items during transit or if UPS charges extra UPS Handling Charges and UPS Rural Route Surcharges to your destination.
Occasionally UPS.com may be down or unavailable during your checkout process and our shopping cart will be unable to retrieve or display the estimated shipping charges for your order. In these instances, your online shopping cart may display a shipping fee of $0.00. Thank you for understanding that these rare instances are beyond our control and that we must reserve the right to add the appropriate shipping charge to your order. We welcome you to contact our Customer Care department at (800) 520-2060 or (203) 267-6061 to confirm the shipping fee for your order.
In many instances, it is not possible to accurately confirm shipping charges without having packed and shipped your order. We reserve the right to charge the full shipping amount to your credit card once the order has been shipped. This will show up as a second charge on your credit card.
International customers are responsible for any and all customs duties, taxes and brokerage fees that the package(s) may incur. Any order returned to us due to rejection by customs will be subject to our cancellation fee and the return shipping fee. Please be sure of your country's import restrictions/requirements prior to ordering.
Processing Time:
Orders placed online are generally shipped within 48-72 hours unless expedited shipping or processing options are chosen. Current processing times and delays are posted online during checkout. Telephone orders may take longer to process and ship. Please consider our processing time when choosing your shipping method.
Expedited Processing:
A Priority Rush service is available for an additional $10 fee. Priority Rush orders are shipped on the same day, if the order is placed by 10:00 am Eastern Time. Orders placed after 10:00 am Eastern Time will ship the following day. If you need your order shipped the same day during peak seasons, we recommend that you select our Priority Rush service.
Please note that orders shipped via UPS expedited services are automatically upgraded to Priority Rush. A $5 rush processing fee is built-in to the handling charge for orders shipped via overnight, 2-day or 3-day UPS shipping methods.
Shipping Methods:
UPS Standard Ground, Next Day Air, Next Day Air Saver, Saturday Delivery, 2nd Day Air, 3 Day Select and Worldwide services are available during your checkout. Orders shipped by Next Day Air, Next Day Air Saver, 2nd Day Air, 3 Day Select will be shipped on the same day, if the order is placed by 10:00 am Eastern Time. Orders placed after 10:00 am Eastern Time will ship the following day. Please see the online UPS Zone Map provided during checkout to determine the transit time from Connecticut. Saturday Delivery is only available when using UPS Next Day Air on orders that ship on Friday. This service costs $13 per box in addition to the UPS Next Day Air shipping fee. UPS now offers ground service to Alaska, Hawaii and Puerto Rico.
We regret any inconvenience, but we are not able to ship utilizing Customer UPS shipping accounts. We do not ship via USPS or any other carrier unless deemed necessary by us.
We are not able to ship C.O.D. We cannot ship to post office boxes, to APO/FPO addresses, or via postal services within the US or international addresses. If you need to receive your shipment to via a postal service such as USPS, we welcome you have your order shipped to a friend or relative who can then forward it on to you.
All orders require your signature upon package delivery. Customers are responsible for reimbursing us for any shipping and handling charges that are incurred if a package is returned because no one was available to accept it. We cannot honor special requests to have UPS leave your package without requiring a signature. If this may pose a problem, please use a shipping address where someone will be available to receive the package for you.
International Customers & Brokerage/Customs Fees:
UPS Canada Standard is the standard method used for most Canadian deliveries. Some locations within Canada require us to use UPS Worldwide Express. All other orders are shipped via UPS Worldwide Express. International customers are responsible for any and all customs duties, taxes and brokerage fees that the package may incur. We are not able to determine the amount of these fees before shipping to you. UPS will not deliver your order unless these fees are paid in full. Any order returned to us due to non-payment of brokerage and customs fees will be subject to our cancellation fee and the return shipping fee.
The shipping address must match the billing address for international orders.
Handling:
A $2.50 base handling fee is applied to all non-expedited UPS orders. The base handling fee includes processing and handling for the first two boxes for your order. For larger orders, $2 will be charged for each additional box required to safely ship your order regardless of UPS shipping method. Handling fees may be higher on exceptionally large orders. Palletized orders incur a pallet charge of $15 per pallet. An additional $2.50 handling fee is charged if a change is made to an order that is scheduled to ship on the date that the change is requested.
Please note that applicable expedited processing fees are added to the base handling fee.
Large Shipments:
For unusually large orders, orders containing bulk glassware, or other orders that require us to ensure that the risk of damage is minimized, we reserve the right to ship your delivery by trucking service. We will notify you in advance of all applicable costs, including lift gate service and pallet charges.
Additional Charges:
The customer is responsible for any additional fees charged by UPS for address corrections. UPS charges this fee when packages are missing suite numbers, contain typos including zip code errors, or contain any other incorrect information that is missing or inaccurately supplied by the customer within the "Ship To" area of our order form. UPS also charges for address changes such as dropping off your package at any address other than the one provided in the "Ship To" area of the order form. The UPS address correction fee is $5 per box for US addresses, $10 per box for Canadian addresses. The fee may vary in other countries. We reserve the right to charge for these fees as soon as we are notified of them.
Returns:
To ensure the purity of our products, we do not accept returns on ingredient products, so please read the following carefully. There are absolutely no unauthorized returns because we cannot guarantee the purity of our merchandise or resell it once it has left our warehouse. We are not able to issue credit on unauthorized returns, and merchandise returned without authorization will be discarded. We cannot accept returns on clearance items or books. We are not able to make exceptions to this policy. Authorized returns are subject to a 20% restocking fee or $5, which ever is greater.
In the event that we make an error, we will of course gladly authorize the return of incorrect or defective merchandise and pay for the return shipping costs. You agree to carefully inspect all products, botanicals and ingredients upon arrival and report any problems or need for replacement within 72 hours of arrival.
Most of our products such as butters, oils, essential oils, herbs & hydrosols, come from natural sources. They are subject to a normal range of variations in color, texture, odor etc. These variations can be due to seasonal changes such as temperature, rainfall, sunlight and other variables. These differences from batch to batch are normal and are not regarded as defects in the product quality. We cannot accept returns due to these variations because we cannot resell the product once it has left our facility. If you know that product variations may affect your production/formulation, please purchase a small quantity first and confirm that your larger order will be from the same batch.
Our fragrance oils reflect only a fraction of the infinite number of possible formulations that can be created. Fragrance oils can vary greatly between suppliers, and our version of a fragrance may differ significantly from another suppliers' version, or from what you were expecting. Since we do not accept returns on fragrance oils or other ingredients, we offer our products in very small sizes that are useful for testing purposes. We urge you to take advantage of our small sizes and no minimum order restrictions to test our ingredients.
Damage Claims:
Please inspect packages upon arrival. You must report any damages, missing items or missing boxes to both UPS and FromNatureWithLove.com within 3 days of receiving your order. If you notice any damage to the shipping box upon delivery, report it to the UPS driver and then report it directly to UPS. UPS will send someone to inspect the package. If you notice any damaged items upon unpacking the order, leave the box and its contents as is, save all of the packaging material, contact UPS to arrange an inspection of your package, and contact us so that we may process your claim. We cannot replace damaged merchandise unless the package has been inspected by UPS. Your replacement will be shipped once we have been issued a claim number from UPS. We also cannot replace missing items unless they are reported within 3 days of the receipt of your order.
Safety Disclaimer:
Although FromNatureWithLove.com tries to be as accurate as possible when describing ingredients and supplies, FromNatureWithLove.com cannot guarantee the accuracy or completeness of the information that is provided via its Web site, print catalog, telephone conversations or written/e-mail correspondence. It is up to the customer to adequately research the appropriate use and safety information for each item, including any governmental regulations in place for proper usage, labeling and sale.
The contents of our catalog and Web site have not been evaluated by the FDA. Information in our catalog and on our Web site is not intended to diagnose, treat, cure or prevent any disease.
By purchasing and using ingredients and products sold by FromNatureWithLove.com, you agree that you are knowledgable about the safe, appropriate storage and use of the ingredients and products that you purchase. You agree to carefully inspect all products, botanicals and ingredients upon arrival and report any problems or need for replacement immediately. You agree that you will not hold FromNatureWithLove.com or Natural Sourcing, LLC liable for any problems that arise from your storage and use of the ingredients or products. You will assume all product liability for the final products/creations that you make using ingredients purchased through FromNatureWithLove.com.
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