Orders may be placed online, via email, or fax.
Online/written orders ensure that the correct, requested products are the ones actually shipped to you. Verbal orders will be accepted, however any errors resulting from orders taken verbally will be at your expense (See Returns and Credits).
Orders received online will be confirmed automatically with an email response. To ensure you receive this communication, please input your correct email address into our system. Shipment tracking numbers will also be emailed to you once the items are shipped.
All claims for returns must be made within TEN (10) days of receipt of goods by calling Customer Service or contact us via email, to request a Return Materials Authorization (RMA).
No returns will be accepted after 30 days whatsoever.
At the time of your call - if your return is authorized - you will be provided with a RMA number. If you are returning multiple items, each item you return must be clearly labelled with its corresponding RMA number. Failure to include this RMA number(s) on the returned item(s) may result in a delay of processing your credit.
To receive full credit, all items returned must be in good, saleable condition and in its original container. Except for product being returned due to quality claims, every container should still retain its original quality seal fully intact.
Processing a claim for merchandise shipped via our UPS or FedEx account requires us to conform to the shippers' claims policy. Damaged merchandise must be kept in the original container with the product inside until a shipping representative has inspected the damage. Retain the shipping inspector's documentation, and forward a copy of this documentation to us. We will then begin processing the claim with UPS or FedEx.
If you used your own common carrier or UPS/FedEx account for your shipment, you legally take possession of this shipment once the goods leave our warehouse. Therefore, if a shipment is damaged or lost in transit, it is your responsibility to file this claim with your carrier or UPS/FedEx directly.
Some international countries do not accept hazardous material shipments via any mode of transportation. Any products designated as a hazardous material must be packed according to regulations and may incur higher packaging and shipping costs as well as longer shipping times. This is a US Department of Transportation policy which can incur significant fines for breaches.
Since some hazardous classes can only be shipped using specific carriers and shipping modes Down Under Enterprises reserves the right to choose the carrier & mode of transportation for hazardous shipments. To find out the flash points of the products you are purchasing, please log onto our web site and source the Material Safety Data Sheet (MSDS) related to your product of interest. Law requires you to have a MSDS on file for any products you buy and store in your facility.
You may request Down Under Enterprises to establish a line of credit for your company. To establish a credit line, you must have an incorporated company that intends to purchase over 20 kg of essential oils with Down Under Enterprises at least every 3 months. Please contact us via email to receive a credit application form. It may take up to four weeks to process your application. A copy of your company's General Resale Certificate and General Sales Tax Exemption Certificate from your state must be included with the credit application form. A minimum of three credit references will be required.
Down Under Enterprises will review your purchase history after the first three months following successful credit application process. Accounts which do not meet the above-stated minimum purchase level will have credit facilities revoked without notice.
Returned checks are subject to a US$50.00 handling fee.
All merchandise ordered is payable in U.S. dollars.
Orders that ship via UPS or FEDEX ground require your signature for delivery receipt. Orders weighing in excess of 50 kgs typically ship via common carrier. If you do not have a discount program with a specified carrier, we will use our regular carriers to provide you with discounted shipping rates.
If your order will be shipping via UPS, FEDEX or common carrier, we will e-mail you an automatic shipment notification alerting you that your order has shipped. The notification will include the carrier's tracking, airway bill or pro number allowing you to track your order. Please be sure we have your current e-mail address on file by including it on your order.