Frequently Asked Questions

Quality Control

What is an MSDS?

MSDS stands for Material Safety Data Sheet. It provides detailed product information needed by material handlers and emergency workers on physical and chemical data. This includes melting points, boiling points, flash points, reactivity, first aid instruction, toxicity, storage recommendations, disposal instructions, control measures, protective equipment instructions, and spill and leak procedures.

Are any of your Products tested on Animals?

We do not carry out any tests on animals. Any toxicology information is obtained from reference materials.


What are my shipping options?

We use Canada Post as our default shipping agent. All shipping charges calculated on-line are based on true, real-time online rates. Customers may also use their own shipping account. Customer can make a note in the comment section of order and we can refund the shipping cost.

Customers are also given the option of shipping through UPS.

However, US customers can only use UPS as an option. This is due to the time it takes to deliver to the US and constrictions on tracking orders through the Canada Postal service.

How are your shipping charges calculated?

Actual shipping charges are derived using a Canada Post shipping matrix that factors actual weight, or dimensional weight (Length x Width x Height) depending upon which is greater. We do not charge any additional handling fees. Charges can be seen on-line before you finalize your order.

What happens if I entered an incorrect address?

We use a completely integrated system to ensure that errors are not made. If our customer has made a mistake with their entry, we will take every step possible to re-route the shipment. However, any additional charges as a result of customer error will be billed directly back to the customer.

What if my order is lost or damaged in transit?

Canada Post/UPS Shipments Damage: All shipping damage must be reported within 24 hours of delivery. In most cases we will immediately send out replacement product at no cost to our customer.

Canada Post/UPS Loss: It usually take approximately 7 – 10 business days to trace a lost shipment. If shipment cannot be found after this time, it will be replaced.

Canada Post/UPS: Customers may request that Canada Post/UPS get a signature for delivery. There is an additional charge for this service. In cases where a delivery has been completed without a customer signature, Canada Post/UPS will take approximately 8 days to investigate. This is extremely rare, and will be handled on an individual basis.

Independent Shipping Agents: Unfortunately, Aromatics Canada Inc. takes no responsibility for lost or damaged shipments sent through customer facilitated shipping agents.

Can I ship with a Courier or on my own shipping account?

YES. However we take no responsibility for shipping that is arranged by our customers. This includes the following:

Customers using their own shipping account

Customers using their own courier

Customers arranging for a third party to facilitate shipping.

Should a customer decide to handle their own shipping arrangements, we require that a waiver be signed. This ensures that we aren’t held accountable for any shipping issue outside of our control; similarly, in the event that we receive a shipping related invoice under these conditions, it will authorize us to process the customer’s credit card.

Please note that in all instances where payment is required, a copy of the invoice will be forwarded with receipt for payment.

How do I track my Order?

Your orders can be tracked from the shipper’s website. In addition, an automated email with your tracking number will be sent to you after the package leaves our warehouse. Simply click the link to track your package. It’s that simple. It’s that convenient.


Where do my orders ship from?

All orders are processed at our Central Warehouse is in Ontario, Canada.

When will I receive my Order?

Shipping transit times will vary. Through Canada Post & UPS, most customers should receive their order in no more than 2 to 5 business days after the order leaves our warehouse.

Why can't my product be sent by air?

Due to their flash points, many of our oils become classified as hazardous goods when shipped by air. We do not offer express air service on-line.

Do you ship outside Canada and the continental USA?

Yes we do. However customers will be asked to sign a NON-CONTINENTAL SHIPPING WAIVER. This denotes that Aromatics Canada Inc. will not be responsible for any loss, damage or delays that may result when shipping outside Canada and the continental USA.

Do you ship via postal service to the USA?

We only ship via UPS to the USA.

Do you do Drop Shipping?

No. We do not do drop shipping

Policy & Procedures

How does your 100% Customer Satisfaction Guarantee Work?

We are so confident of the quality of our products that you can return them within 2 weeks if you are not satisfied for any reason. All we ask is that the product be returned in saleable condition and in its original packaging to receive full credit on the cost of goods (excludes shipping charges)! If an error has been made by us on a written order, we will gladly pay for re-shipment of product.

I would like to return product beyond the allowed 2 weeks. Can this be done?

Returns beyond the allotted return period require the approval of a Manager, and will be allowed solely at the discretion of Aromatics Canada Inc. In all cases a 30% restocking fee will be assessed. Refunds or credits will be applied as per the customer’s request.

How do I return a product?

All product returns require an authorization number. Please call our Customer Service line to receive a Return Authorization Number and instructions on returning. All subjective returns (where there has been no mistake from our end) will be assessed a 25% restocking fee, or a minimum of $10, whichever is greater. Returns not meeting the criteria will be refused. Please note that items that are indicated as samples, special order, final sale or liquidation cannot be returned, refunded, or exchanged.

Can I make changes to my order after I have submitted it?

NO. Once an order has been confirmed we will not accept any additions or deletions. Should you wish to have any item removed after the order has been packed, a restocking fee will be applied to cover the cost of removing the item(s) and repacking the order. The fee will be $10.00 or 20% of the cost of the items removed, whichever is the greater amount. Any additions will be treated as a new order with all applicable guidelines. Please ensure that all orders are accurate prior to finalizing.

What if I want to cancel my order after it has been placed?

Processing times may vary slightly depending upon the season, but in most cases your online order will have undergone processing in less than 24 hours. Because our orders are processed so quickly, orders that have been cancelled before shipping, but after they have been filled, will be charged a $10.00 or 20% restocking fee, whichever is greater. If delivery of an order is refused, customers will bear the entire cost of the return shipment, as well as a $10.00 or 20% restocking fee, whichever is greater, to cover labor and packaging materials. On this there can be no exceptions.

Do you have a minimum order?

There is no Minimum Order Policy at Aromatics Canada Inc.

When will my order be processed?

please allow up to 1-2 business days for order processing.

Are back-orders automatically filled?

No. In the event of a back order, we will contact you prior to shipping. Unfortunately, back ordered product will not be shipped upon arrival; customers will have to place another order.

What taxes will I have to pay on my order?

Customers in provinces that participate in HST will be charged their respective rates:

  •        New Brunswick – 15%
  •        Newfoundland & Labrador – 15%
  •        Nova Scotia – 15%
  •        Ontario – 13%
  •        Prince Edward Island – 15%

Customers in provinces that do not participate in HST will only be charged 5% GST – Alberta, BC, Manitoba, Quebec, Northwest Territories, Nunavut, Saskatchewan & Yukon.

Do you accept verbal or faxed orders?

Aromatics Canada Inc.accepts both faxed and verbal orders. However, neither will qualify for on-line discounts. In the case of verbal orders, please note that any error is the sole responsibility of the customer.

What methods of payment do you accept?

We accept Visa, Master Card, Discover, American Express, Pay Pal, Certified Cheque, Wire Transfers, Direct Banking Deposits, E-mail Transfer and International Money Orders. Unfortunately, we do not accept personal or business cheques.

If payment is being made via Wire Transfer, Direct Deposit, Certified Cheque or an International Money Order, please DO NOT SEND IT UNTIL we contact you with the exact total of your order.

All payments should be mailed to the Canadian office.

When is my credit card charged?

Payments are taken from credit cards as soon as an order is processed. If there are any backorders or changes for discounts or freight a refund will be issued before the shipment leaves our warehouse. Should customers wish to add-on or remove items after payment is taken, a restock fee of 20% or $10 , whichever is greater, will be charged.

Do you have a physical store that we can visit?

As of now we do not have a retail store.

Do you accept International Orders?

We accept orders from anywhere in the world.

Order and shipping will only be processed once we have received a certified check or money order for the full amount.

What is your privacy policy?

Please reference our Privacy Policy link in order to see detailed information regarding this topic.

Product Related Questions

What is an Essential Oil?

Essential Oils (Aromatherapy Oils) are the highly concentrated, volatile, aromatic essences of plants. The purest essential oils come from carefully cultivated and wild grown plants from climatic and geographic regions throughout the world.

What is a Carrier Oil?

Carrier oils are also referred to as vegetable oils and base oils. They have extensive applications in Aromatherapy because they are used to dilute Essential Oils or absolutes for application. They are also used in the manufacturing of cold-process soaps and for massage by Licensed Massage Therapists. Each Carrier Oil has different properties and the choice of carrier oil can depend on the customer’s choice.

Are your oils Organic?

All of our oils are 100% pure and natural, and free from any chemicals or pesticides. Although all of our products are of premium quality, not all of the oils are certified organics. We have now added an Organic line of Essential Oils and Carrier Oils that are accompanied by authentic certificates, provided by our suppliers, of organic production under strict supervision by internationally recognized certifying bodies.

What are the different methods of extraction?

Steam Distillation: The most common process of extracting an essential oil is by distillation, a process that isolates the aromatic, volatile element of the plant with steam.

Cold Pressed: Expression or cold pressing, is used primarily for citrus fruits like orange and lemon, where the essential oil is obtained in tiny pockets in the peel or rind. Oils extracted by cold pressing are the most volatile of essential oils and can evaporate quickly when exposed to air.

Solvent Extraction: Flowers too delicate to be processed with heat or pressure are soaked in a spirit of solvent that extracts the volatile elements. The solvent is then evaporated at high temperatures, leaving only the most fragrant constituents behind. This process produces what is called an “absolute”.

CO2 Extraction: The CO2 extraction method yields a greater number of aromatic compounds than any other distillation process. In certain conditions at a low temperature Carbon Dioxide or CO2 can be pressurized to become a liquid. This liquid then acts as a solvent and is used to extract the oil from plants. After extraction is completed, the extraction vessel is brought back to normal temperature and the CO2 rapidly converts to gas leaving behind a high quality oil that is free of solvents.

What are the different ways to use essential oils?

There are many ways that essential oils can be used:

Massages: Massage is one of the most beneficial methods of using essential oils because it combines the therapeutic powers of the essential oil with the benefits of touch therapy.

Inhalation: Inhalation is on of the quickest ways to experience the therapeutic benefits of essential oils. This method is highly beneficial for helping respiratory ailments. Persons with asthma or epilepsy should avoid inhaling essential oil.

Baths: Adding essential oils to a hot, soothing bath can create a relaxing and therapeutic experience.

Essential Oil Diffuser: Diffusers and Aromatherapy go hand-in-hand. Adding essential oils to a diffuser effectively introduces the therapeutic properties and fragrance to any environment.

Compress: Compresses are an effective way to apply essential oils directly to areas where they are needed the most.

Can your oils be ingested?

Our Essential and Carrier Oils are pure, and in many cases, food grade. However, we do NOT recommend the ingestion of any of our products. They are not FDA or Health Canada approved and some are highly concentrated and have the capacity to cause serious damage if used internally without the necessary expertise required in administering it. This is supported by the International Federation of Aromatherapists that does not recommend ingestion of essential oils unless under the supervision of a Medical Doctor who is also qualified in clinical aromatherapy as practiced in France.

How is it that you sometimes carry more than one variety of an oil?

A good example is Lavender Essential Oil. There are over 35 varieties that grow around the world. In such cases, we try to carry a high grade, a medium grade and a low grade to suit the various requirements of our customers. Low grades are usually used in blends and in natural cosmetics, while the more therapeutic grades are preferred by Licensed Massage Therapists and Aromatherapists.

Why are most essential oils not to be used directly on the skin?

Many essential oils can cause irritation to the skin. They should be blended in a carrier (vegetable) oil before being applied to the skin. Only Lavender and Tea Tree essential oils can be applied directly to the skin, or ‘neat’.

What does Phototoxic mean?

Most Citrus essential oils are considered to be phototoxic. This means that when applied to the skin prior to sunlight exposure, they can increase skin pigmentation. Oils that should be avoided approximately six hours before prolonged sunlight exposure include bergamot, lemon, grapefruit, orange and mandarin. They should not be used at all while taking phototoxic medications, as any direct sunlight on the skin could trigger the possibility of a medical emergency.

Why should certain oils be avoided during pregnancy?

Certain essentials oils are considered too powerful for use during pregnancy as they may stimulate the production of certain hormones, and can encourage bleeding. Please consult your physician or a reputable aromatherapist before using any essential oil. Some essential oils to refrain from using throughout pregnancy include: Ajowan, Basil, Camphor, Cedarwood, Chamomile, Clary Sage, Cypress, Fennel, Hyssop, Juniper Berry, Marjoram, Rose Geranium, Rosemary and Thyme to name a few.

What is the difference between an essential oil and a fragrant oil?

Essential oils essences are expressed directly from plants or plant parts and are all natural, whereas fragrant oils are manufactured in a lab from different aromatic chemicals.

How do I store my essential oils once I have purchased them?

It is recommended that oils should be stored between 0 and 20 degrees Celsius (room temperature) and out of direct sunlight. Refrigeration after opening is optimal. Our 500-ml sizes are transported in aluminum bottles to prevent breaking and spilling. Because these bottle are lined with epoxy resin, the oils may take on a change to their fragrance if not decanted into dark glass after receiving them. If not immediately decanted, they should be decanted with the top left off for a day or two so that the oil’s scent may rectify itself. On rare occasions, this will not be possible, but the effect of the oil will not be degraded.

What Carrier Oil do you use for 3% Dilutions?

Jojoba Golden carrier oil. So it will be 97% of carrier oil and 3% of the real E.O.

Website Questions

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