Shipping & Returns

Your order is processed and shipped from our warehouse within two business days after we receive it. The shipping time depends on your location: it can take up to a week for orders to arrive at destinations in Canada and United States - international orders take longer. Remember, Naturex ships dispensers and fragrances to virtually any address in the world.

SHIPPING COSTS

Your shipping costs depend upon the destination and the shipping method. Orders placed through the Naturex web site may qualify for free shipping in North America based on the order value, before applicable sales taxes. Shipping costs for distributor and reseller orders are calculated in accordance with your Naturex distribution agreement.

DOMESTIC SHIPPING (CANADA)

Naturex uses either United Parcel Service (UPS) or Canpar for orders shipped to a Canadian address. We will send you a parcel tracking number by email at the time your order is shipped.

NORTH AMERICAN SHIPPING (UNITED STATES)

Naturex uses United Parcel Service (UPS) for all orders shipped to a US address. We will send you a parcel tracking number by email at the time your order is shipped.
Your packages may be subject to United States customs fees and import duties; United Parcel Service (UPS) performs the customs brokerage service and collects these fees and duties directly.
We use a freight forwarder to ship large orders (1 or more pallets) by ground freight. You are responsible for making arrangements with a customs brokerage service to clear your shipment at the Canada/USA border and handle the collection of any duties.

INTERNATIONAL SHIPPING

Naturex uses Canada Post for all small orders shipped to international addresses. We will send you a parcel tracking number by email at the time your order is shipped if parcel tracking is available for deliveries to your country.
We use a freight forwarder to ship large orders (1 or more pallets) by your choice of air or ocean freight.
Your packages may be subject to the customs fees and import duties of the country to which you have your order shipped.

RETURNS

Ambiance Dispenser: If you are not 100% satisfied with your Ambiance Fragrance Dispenser, simply return it within 30 days of the date of purchase with the original purchase confirmation receipt. Naturex will reimburse you the value of the dispenser.
Fragrances: Liquid and spray fragrances are non-returnable and non-refundable.
Batteries: Batteries are non-returnable and non-refundable.
Private Label Products: Private label fragrances and air freshener dispensers are non-returnable and non-refundable.

You must obtain a Return Authorization Number (RAN) prior to returning your products. Please note that shipping, handling and insurance costs must be prepaid - we will not accept returns shipped COD and we cannot accept responsibility for lost or damaged returns.

Don't forget to retain a copy of your purchase confirmation receipt for your records. Shipping and handling charges are non-refundable.
Naturex reserves the right to refuse refund.

Returns are generally processed in 2 to 3 business days from the time we receive it.

REPAIR OR REPLACEMENT OF DEFECTIVE OR DAMAGED ITEMS

Naturex can repair or replace your items if they are defective or damaged when you receive them. Simply obtain a Return Authorization Number (RAN) and ship the defective or damaged items to our warehouse.

July 2006