Minimum Order, Handling and Processing Fees
Down Under Enterprises does not have an order ($) minimum however a $20 processing fee will apply to all orders for product totalling less than $300. This fee does not apply to incomplete shipments.
Back-ordered items will be shipped as soon as possible. Please contact customer service if you do not want us to ship any backordered item(s).
Orders for all in-stock items should ship within 3 business days. If you need to add to your original order, the additional item(s) will be treated as separate orders even if placed the same day as the original order.
For shipments outside North America (Canada, US, Mexico) we require a $500.00 minimum order. These requirements are necessary to cover the additional work incurred to complete customs documentation.
Quantity Price Breaks
Purchases in quantities greater than those listed online may be negotiated and will be based upon current market conditions. Please contact us toll free at (866) 473-6560 or via email (click here).
Due to unforeseen market fluctuations, prices listed are subject to change without notification.
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.
RETURNS AND CREDITS
Returned merchandise is subject to a 20% re-stocking and handling fee.
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.
Assessment of Quality Complaints
Full credit is subject to our evaluation and approval of the condition and quality of the returned merchandise. Down Under Enterprises reserves the right to undertake laboratory testing of oil returned based on "Quality" claims. Should this testing find the oil to be consistent to the original Certificate of Analysis – a return and account credit/refund will be denied. You then have the option to have this item returned to you – at your expense. Otherwise Down Under Enterprises will arrange for proper disposal of this oil.
"Damaged", "Shorted", or "Lost" Shipments
Merchandise that arrives to your facility damaged must be received and documented correctly. Failure to sign a bill of lading "damaged" and/or "shorted" for goods that shipped via a LTL (less than truckload) carrier such as Roadway or Yellow Freight, voids your right to claim compensation from the trucking company and Down Under Enterprises.
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.
Essential oils and carrier oils are sold F.O.B. Cleveland, Ohio unless otherwise specified.
Hazardous Shipping Information for Essential Oils
Shipments of our products that have a flash point below 61.7 degrees Celsius (°C) but above 38.0 degrees Celsius (°C) are considered hazardous materials (Dangerous Goods, DG) when shipped via air or ocean transportation. Shipments of our products that have a flash point of 38.0 degrees Celsius (°C) or less are considered hazardous materials when shipped via any mode of transportation.
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.
Proper Storage of Essential Oils
Essential oils have a limited shelf life. Proper storage of these oils will ensure your inventory does not prematurely deteriorate. Oils should be stored in full, tightly sealed containers and away from direct light at room temperate. For long-term storage of oils (more than 180 days) we recommend applying a nitrogen or argon layer to the headspace of your opened containers to reduce potential oxidation of your oils.
CREDIT TERMS/PAYMENT OPTIONS
If your firm has not established a line of credit with Down Under Enterprises, you may pay for your merchandise by using Visa®, MasterCard®, or American Express®.
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.
For credit accounts, Down Under Enterprises' standard terms are Net 30 days. A finance charge of 2% per month (24% per annum) will be assessed to any past-due balance.
CONDITION OF SALE
All products are sold on a wholesale basis; i.e. sold for further processing used to manufacture other products, or to be resold. Down Under Enterprises does not warrant our labelling to be suitable for end-consumer purposes.
LIMITATION OF PRODUCT LIABILITY
Down Under Enterprises employs a number of quality control checks prior to shipping your order ensuring that errors are kept to a minimum. If a mistake is made, we will be monetarily liable for the error limited to the sales cost of the merchandise shipped and the freight charges (when sold FOB Cleveland). Upon receipt of your merchandise, please check the goods carefully. Our clients rarely experience problems with the raw materials we ship to them. However, we feel it is extremely important to emphasize that we are in a partnership with you. Both Down Under Enterprises' and your quality controls will help both companies succeed.
SHIPMENT POLICY & NOTIFICATION
Most orders for in-stock items should ship within 3 business days after receipt. Special ordered items from Australia will ship from Australia within approximately 7 business days. Shipment lead-time for products that require distillation will vary; please request estimates for shipping times in these instances.
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.
All shipped orders are subject to our Returns and Credits Policy. Non-stock items that are "SPECIAL ORDERS" and/or specially manufactured to your specifications are non-returnable.