Customer Service FAQ
Can I call in my order?
We prefer orders placed online through our site, as it gives both you and us a record to reference easily with order confirmation. Plus, if you have a discount code, you’ll get the best deal (see below)! We do require a valid email address for you, even if you’re calling to place a phone order. Again, this allows a record of the order to be emailed to both you and us. It also allows your tracking number to be emailed to you, once your order ships.
If you do choose to call in your order, please note: a manual processing fee will be added to your order. Discount codes cannot be applied to phone orders. If you wish to use any discount codes, you’ll need to order online.
Do you offer a printed catalog?
We no longer offer a printed catalog. Due to the volume of our product line and sudden changes within the aromatherapy industry (weather-related crop changes, global trade regulations, etc.), we’re unable to offer printed catalogs.
Since stock levels can change so quickly, be sure to check our site often for news about restocked items and limited-quantity items–we update it regularly.
You’ll find product information and stock availability information on the site, so feel free to explore. If you still have questions you can’t find answers to on our website, we’re happy to help at email@example.com, or at 615-612-4270.
Do you have a minimum order requirement?
There is no minimum requirement on regular retail orders. There are minimums required for our Wholesale Program; see below for more info.
How fast do you ship? When will my order get delivered?
We ship orders Monday through Friday, most often within 24 hours of order placement on business days. In other words, if you place your order on a Tuesday morning before 12pm (CST), it will generally ship Tuesday afternoon.
If you enter it late on a Friday afternoon, it will likely ship the following Monday. Please keep in mind, we may be closed for some holidays. If there is a postal holiday, mail will not run, and this can impact shipping times. Please plan accordingly.
If you’re running on a tight deadline for delivery, we do offer expedited shipping options; please select the shipping method that will get your package to its destination the fastest.
If there is a problem with your order, we will notify you via email ASAP. Please note: if you are not local to the Nashville/middle Tennessee area, please do not select Local Pickup as your shipping method. This will cause delays in processing your order.
How much will shipping be on my order?
We ship via USPS and FedEx. Shipping charges are based on the weight of your order, the cost of insurance, where it’s going, and how quickly you want it to get there. You can choose your preferred service when you check out.
Please note that only one discount code is permitted per order. Therefore, if you have the free shipping discount code and also have a healthcare professional discount code, you cannot apply both. You’re welcome to use whichever discount will give you the better deal.
What about international orders?
All international orders ship via USPS Priority Mail Express International. The customer bears the responsibility for getting their package through customs and paying any duties or taxes that apply. We reserve the right to not ship to certain countries. If you choose to have your order forwarded on to you from a reshipper service, we are not responsible for any damages that occur beyond the shipping address provided during checkout. If package (or goods) arrive damaged upon delivery, the reshipper should be your first point of contact for complaint. We pride ourselves in the quality and care we take during packing, but once a package leaves the building it is out of our control.
Please note: tracking activity may not be available or updated once a shipment leaves the final USPS checkpoint. We always encourage customers to check with their local postal authorities for the latest information regarding their shipments.
I didn’t receive an email with tracking info.
Tracking emails are sent out each evening, but sometimes it can take up to 48 hours for the tracking number to show any activity. If you can’t find an email in your inbox, be sure to check your spam folders–they often get filtered there by mistake. Still no luck? Shoot us an email at firstname.lastname@example.org and include your order number, and we’ll be happy to check on it for you.
What payment methods do you accept?
We gladly accept Visa, Mastercard, Discover, or American Express credit cards, PayPal, money order, or your personal check (see below for address).
I don’t want to use my credit card online–how else can I order?
You can still go through the online “checkout” process, but select “Check Payments–Pay Offline” as your method of payment, and send a check or money order to us at:
Nature’s Gift Aromatherapy
316 Old Hickory Blvd. E.
Madison, TN 37115
Please include your order number with your payment. Be sure to fully submit the order before mailing payment. You’ll know if you submitted it successfully if you receive an on-screen confirmation & order number. You’ll also receive an order confirmation email. We’ll ship your order upon receipt of payment.
It looks like my credit card was charged, but it says my order is On Hold. What’s the deal?
Sometimes an order gets placed On Hold if there is a mismatch on the billing address that was entered during checkout, and the one that’s on file with your card issuer. This allows us to manually review the order to ensure it’s not a fraudulent attempt on your card. In the event that your order was flagged for review during the checkout process, a member of our customer service team will contact you via email with further info.
Digital gift certificates are available for purchase on our website. From the Shop menu, highlight Gift Suggestions > Gift Certificates. You can also search for “gift certificate” in the Search box. Please note: if you are gifting the certificate to another person, you’ll need to choose the “Email to Someone Else” option during the checkout process, and then enter the lucky recipient’s email address in the recipient email address field below that. Choosing the option to “Email to Me” will only email it to you, and will register it under your customer account–so if you try to forward the code to someone else, they won’t be able to use it, because it’s already been registered under a different account (yours).
Gift certificates expire 5 years after being issued.
What if an item I want is out of stock?
We strive to provide stock level updates in real time. However, sometimes glitches happen with inventory. If there is an inventory shortage with something in your order, you’ll be notified ASAP by email. We’ll make it right and make any necessary adjustments.
We do not participate in rain checks or back orders. In order to be the first to know about items that are back-in-stock or new, be sure to subscribe to our monthly newsletter–that’s where the latest info will be released.
Do you have (insert product name here) in stock?
The general rule is if it’s not on the website, we are either out of stock of that item, or we no longer carry it. If you’re looking for a bulk size that’s not listed in the dropdown menu, shoot us an email & we’ll get back to you with further info.
Your Customer Account:
How do I change my password/billing address/shipping address information?
You can do all these things through your Account page, if you’ve created a customer account on our new website (the new site launched in March 2021). Just click on the person icon on the top right of the website to access your Account (if you’re logged in, you’ll see a menu of options on the left side of the page). Use the menu on the left side of the page to navigate to view your orders, addresses, account details/change password, etc.
I’ve been a customer for years, but I don’t see all of my order history listed in Orders. What’s going on?
The info in the Orders section of your account will only show the orders you’ve placed since the new site launched in March 2021. Also, if you chose to check out as a Guest instead of creating an account or signing into your existing account, those orders will not be listed as part of your order history. You must be logged into your customer account when placing the order if you want to be able to come back and access it in your Orders section of your Account page. Forgot to log in when you placed the order? If you need to find out about an order status, just give us a call or send us an email, and we will be happy to look up the information for you.
If you wish to have a PDF version of your order history prior to the site launch in March 2021, we will be happy to send it to you via email. Just drop us a note at email@example.com and include your email address and first & last name that your previous orders were placed under.
How do I know you won’t sell my e-mail address to some spammer?
At Nature’s Gift, we deeply value our clients’ privacy. We will not betray your confidence in us by releasing private information that has been shared with us.
Wholesale, Bulk, & Custom Orders:
Wholesale, Bulk, & Custom Orders:
A wholesale program is available for retail sizes of our products (bulk sizes are excluded from the wholesale program) intended for resale. You must purchase a minimum of 6 of the same-size product in order to receive wholesale pricing for that item. For example, you’d need to buy at least 6 of our 15 ml bottles of Tea Tree Oil in order to unlock wholesale pricing for that item. To find out if you qualify for our wholesale program, email us your questions at firstname.lastname@example.org.
Bulk sizes are available for many of our products. Simply use the dropdown menu for sizes on the product page, and if bulk sizes are offered, sizes and pricing will be shown. If you’re interested in bulk product that isn’t shown in the dropdown menu, send us an email inquiry at the email@example.com address.
What about custom orders?
We might be able to help! Send us an email inquiry (firstname.lastname@example.org) with more info about what you’re looking for, and we’ll be in touch.