FAQ

How does your Customer Satisfaction Guarantee work?

We are so confident of the quality of our products that you can return them within 10 days 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.

Do you accept international orders?

We can accept international orders, but shipping charges are not calculated for international shipment on our website. We will calculate the correct shipping amount and advise you before shipment.

Do you have a catalog?

Yes. It can be viewed or downloaded by clicking on the catalog link on our home page.

Do you provide a discount for health professionals?

Yes. Health professionals can register on our website and provide their professional information, including their license number. Once we verify that the license is active and approve the account for health professional status, an automatic 35% discount will be applied to purchases of essential oils. Promotional products and accessories may not qualify for the health professional discount.

Do you accept checks?

We will accept checks that are mailed to our office. However, we do not ship orders until after the check has cleared, usually about 1 week. Check payments should be mailed to: Aroma Shield LLC PO Box 902 Salem, UT 84753

When is my credit card charged?

Credit cards are charged as soon as an order is processed. If there are any backorders or changes for discounts a refund will be issued before your order is shipped. Should you wish to add-on or remove items after your payment is processed, a restock fee of 20% or $10, whichever is greater, will be charged.

What credit cards do you accept?

We accept Visa, Master Card, Discover, and American Express.

Do you accept verbal or faxed orders?

We accept both faxed and verbal orders. In the case of verbal orders, please note that any error is the sole responsibility of the customer.

Are back-orders automatically filled?

No. In the event of a backorder, we will contact you prior to shipping. Unfortunately, backordered product will not be automatically shipped upon arrival; customers will need to place another order.

When will my order be processed?

Processing normally occurs within 10 hours and shipping within 24 hours depending on the time of the order’s placement on our website.

Do you have a minimum order?

No. We accept orders of any size.

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 10 hours. Because our orders are processed so quickly, orders cancelled before shipping, but after they have been filled, will be charged a 20% restocking fee. If delivery of an order is refused, customers will bear the entire cost of return shipment, as well as a 20% restocking fee to cover labor and packaging materials. We do not allow exceptions to this policy.

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.

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. Returns not meeting the criteria will be refused. Please note that items that are indicated as final sale or liquidation cannot be returned, refunded, or exchanged.

Can I return a product beyond the allowed 10 days?

Returns beyond the allotted return period require prior company approval and will be allowed solely at the discretion of Aroma Shield. In all cases a 20% restocking fee will be assessed. Refunds or credits will be applied as per the customer’s request.

What is your privacy policy?

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

Product Questions

What is an essential oil?

Essential 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 topical application.

Are your oils organic?

All of our oils are 100% pure and natural, of therapeutic grade and free from chemicals or pesticides. Although all of our products are of premium quality, not all of the oils are certified organic. In some cases, the cost of organic essential oils is simply prohibitive. Most of our popular single oils are certified organic, and we use these same organic oils in our blends. We are in the process of acquiring our own certification as an organic processing facility. We will do our very best to source and supply certified organic oils whenever we can obtain them at reasonable prices.

What are the different methods of extraction?

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

MECHANICAL EXPRESSION (Cold Pressing): This method is used primarily for citrus fruits like orange and lemon, where the essential oil is obtained in tiny pockets in the peel or rind. Some of the oils extracted by cold pressing must be used with caution in topical application because they have photosensitizing properties. Aroma Shield labels indicate if an oil is photosensitizing.

SOLVENT EXTRACTION: Flowers too delicate to be processed with heat or pressure (such as jasmine and neroli) are soaked in a 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 does GRAS mean?

GRAS is the Food and Drug Administration’s abbreviation for “Generally Regarded as Safe.” Aroma Shield oils that have been designated as GRAS by the FDA show the GRAS designation on their labels. Some Aroma Shield oils are designated ‘FA,’ which means that the FDA has approved those oils as Food Additives or Flavoring Agents.

Can your oils be ingested?

Our essential oils are pure, and in most cases, food grade. However, we do NOT recommend the ingestion of essential oils without direction from an experienced health professional. They are highly concentrated and may cause serious discomfort or damage if used internally without the necessary expertise.

What does photosensitizing mean?

Some citrus essential oils are considered to be photosensitizing. This means that when applied to the skin prior to sunlight exposure, they can increase skin pigmentation and the likelihood and severity of sunburn. Oils that should be avoided for at least six hours before before prolonged sunlight exposure include bergamot, lime, lemon, and grapefruit,.

Why should certain oils be avoided during pregnancy?

Certain essentials oils should be avoided during pregnancy as they affect hormone production and metabolism, and can increase the potential for bleeding. Please consult your physician or a reputable aromatherapist before using any essential oil. Some essential oils to avoid during pregnancy include: Basil, Cedarwood, Chamomile, Clary Sage, Cypress, Fennel, Hyssop, Juniper Berry, Marjoram, Geranium, Rosemary and Thyme.

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

It is recommended that oils be stored away from direct sunlight and at a temperature below 50 degrees F. Refrigeration after opening is a good practice.

Shipping

What are my shipping options?

We ship via UPS and the US Postal Service. Normally, smaller orders ship best via the US Postal Service and larger orders (over $200) ship via UPS.

What happens if I entered an incorrect address?

Call Customer Support as soon as possible at 855-873-1553. We'll do our best to intercept the order before it ships to the wrong address.

What if my order is damaged in transit?

UPS shipment damage: All shipping damage must be reported within 24 hours of delivery. We recommend you report damage at the time of delivery. In most cases we will immediately send out replacement product at no cost to our customer.

USPS shipment damage: Damage should be reported at time of delivery. The Post Office may require you to fill out a damage notification form. Also, please advise Aroma Shield immediately of the damage, so we can take steps from our end to insure your order is replaced.

Can I ship my order using my own shipping account?

No. We cannot guarantee the shipping quality or duration when we use alternate shipping accounts.

Can I track my order?

Yes. Regardless of the shipping method, you'll receive a email with a tracking number that you can use to track your order.

When will I receive my order?

Shipping transit times will vary depending on your shipping address. Whether shipped through UPS or USPS, all US domestic customers should receive their orders within 5-6 business days after the order leaves our warehouse. International orders will normally arrive within 9-14 business days, depending on your shipping address.

Do you do dropshipping?

Yes, we can do drop-shipping, but only after an approved drop ship agreement is in place.

Website Questions

Is your website secure?

We use a secure website for processing payments and protecting personal data. That means you can feel safe when you use your credit card to place your orders on-line with us. Our site uses 256 bit encryption. Our servers are secure too, protecting you against any loss, manipulation or misuse of the information you provide. For those who still have reservations about ordering over the Internet, we also offer the option of placing orders by fax, email, or via telephone.

I forgot my password OR my password does not seem to work!

Please note that the password you enter is CASE SENSITIVE. Meaning that if your password has upper and lower case characters they must be entered as such into the password entry box. If you are still having problems please call our customer service line at 855-873-1553.

How can I change my delivery address?

Your delivery address can be changed when you have completed your order and are getting ready to checkout. Simply do the following: Click on "check out". You should now see your current delivery address. Click on "change address". Enter the information for your new delivery address and click the "continue" button. You should now see your revised delivery address listed.

How do I change my old email address to a new one?

 

1. Click My Account.
2. Log in with your old email address and password.
3. Click View or change my account information.
4. In the E-mail address field, replace the old e-mail address with the new one.
5. Click Continue.

How do I change my password?

1. Click My Account.
2. Log in with your old email address and password.
3. Click Change my account password.
4. Fill in the necessary information and click Continue.

Do I need to set up an account to browse or shop your website?

You do not need an account to browse, however in order to purchase you must set up an account.

How do I sign up for your newsletter?

In the Aroma Shield website footer, enter your email address then click Continue.