Shipping policy

SHIPPING POLICY

The Nature Aroma is a wholesale and B2B supplier. All orders placed through our wholesale store are intended for business use, resale, retail distribution, or commercial inventory purposes.

By placing an order, the buyer agrees to this Shipping Policy, our Terms of Service, Return and Refund Policy, and all other policies posted on our website.

BUSINESS HOURS

Our business hours are Monday through Friday, from 9:00 AM to 5:00 PM Eastern Time, excluding weekends and holidays.

Orders are processed during business hours only. Orders placed outside business hours, on weekends, or on holidays will begin processing on the next business day.

ORDER CUT-OFF TIME

Our usual daily order cut-off time is 12:00 PM Eastern Time, Monday through Friday.

Orders placed after 12:00 PM Eastern Time may begin processing on the next business day.

Order cut-off times are not a guarantee of same-day shipping.

HANDLING AND PROCESSING TIME

Wholesale orders generally require 2 to 4 business days for handling and processing before shipment.

Processing time may vary based on order volume, product availability, order size, payment verification, account verification, wholesale approval, packaging requirements, carrier pickup schedules, holidays, or other operational factors.

Large wholesale orders, custom orders, special orders, backordered products, and orders requiring additional verification may require additional processing time.

Processing time is separate from carrier transit time.

SHIPPING CARRIERS

We usually ship orders through USPS, UPS, or FedEx.

For international shipments, we may use DHL or another available international carrier at our discretion.

The Nature Aroma reserves the right to select or change the shipping carrier based on destination, package size, shipping cost, service availability, delivery reliability, or operational needs.

SHIPPING TIMES

Shipping and delivery timelines shown at checkout, provided by carriers, or communicated by The Nature Aroma are estimates only and are not guaranteed unless expressly stated in writing.

Carrier transit times begin after an order has been processed, packed, and transferred to the carrier.

The Nature Aroma is not responsible for carrier delays, weather delays, transportation delays, customs delays, holiday delays, labor disruptions, incorrect addresses, failed delivery attempts, or any delay caused by events outside our control.

ORDER TRACKING

Once an order ships, the buyer may receive tracking information by email or through their account.

Tracking updates are provided by the carrier. The Nature Aroma is not responsible for delays or inaccuracies in carrier tracking updates.

Once a package has been transferred to the carrier, delivery status and transit updates are controlled by the carrier.

SHIPPING ADDRESS ACCURACY

The buyer is responsible for providing a complete, current, and accurate shipping address at checkout.

The Nature Aroma is not responsible for orders shipped to incorrect, incomplete, outdated, undeliverable, or improperly formatted addresses provided by the buyer.

If an order is returned due to an incorrect address, refused delivery, failed delivery attempt, non-pickup, business closure, inaccessible location, or any issue caused by the buyer or recipient, the buyer may be responsible for original shipping charges, return shipping charges, reshipping fees, carrier fees, handling fees, and any applicable restocking fees.

DELIVERY CONFIRMATION

An order marked as delivered by the carrier is considered delivered.

The Nature Aroma is not responsible for lost, stolen, misplaced, unattended, or missing packages after carrier delivery confirmation.

If tracking shows that an order was delivered but the buyer cannot locate the package, the buyer must contact the carrier directly and file a carrier investigation or claim when applicable.

REFUSED OR UNCLAIMED PACKAGES

Refused shipments, unclaimed packages, failed delivery attempts, and packages returned to sender without written authorization from The Nature Aroma are not eligible for refund.

If a package is returned to us, the buyer may be responsible for all original shipping charges, return shipping charges, reshipping fees, carrier fees, handling fees, and any applicable restocking fees.

The Nature Aroma reserves the right to cancel, hold, or refuse future orders from accounts with repeated refused, unclaimed, returned, or undeliverable shipments.

DAMAGED PACKAGES

If an order arrives damaged, the buyer must contact The Nature Aroma within 5 business days of delivery.

The buyer must provide:

Order number
Photos of the damaged product
Photos of the shipping box
Photos of the packing materials
Photos of the shipping label
Description of the damage
Quantity affected

The buyer must keep the product, shipping box, and all packaging materials until the claim has been reviewed and resolved.

Failure to provide complete evidence within the required claim period may result in denial of the claim.

MISSING OR INCORRECT ITEMS

Claims for missing or incorrect items must be submitted within 5 business days of delivery.

The buyer must provide the order number, photos of the package received, photos of all items received, and a description of the issue.

Claims submitted after 5 business days from delivery may not be accepted.

INTERNATIONAL SHIPPING

International orders may be shipped through DHL or another available international carrier.

International buyers are responsible for all customs duties, import taxes, tariffs, brokerage fees, clearance fees, destination country fees, and any other charges required by the destination country or carrier.

The Nature Aroma is not responsible for customs delays, customs holds, import restrictions, rejected shipments, abandoned shipments, destination country requirements, or delays caused by customs authorities.

The buyer is responsible for confirming that the products ordered may be legally imported, sold, distributed, or used in the destination country.

If an international shipment is refused, rejected, abandoned, returned, or destroyed due to customs issues, unpaid duties, import restrictions, or buyer failure to comply with destination country requirements, the buyer is not eligible for refund and may be responsible for additional fees.

SHIPPING CHARGES

Shipping charges are calculated based on destination, carrier, service level, package size, package weight, and other shipping-related factors.

Shipping charges are non-refundable once an order has shipped.

If an order is returned, refused, undeliverable, or reshipped, the buyer may be responsible for additional shipping and handling charges.

ORDER CHANGES AND CANCELLATIONS

Once an order is placed, we cannot guarantee changes, edits, cancellations, address corrections, product substitutions, or shipping method changes.

Wholesale orders may begin processing shortly after checkout. Once an order has been processed, packed, fulfilled, or shipped, it cannot be cancelled.

BACKORDERS AND AVAILABILITY

Product availability is not guaranteed.

If an item is temporarily unavailable, backordered, discontinued, or delayed, The Nature Aroma may, at its discretion, hold the order, ship available items, substitute an approved item, issue store credit, or contact the buyer with available options.

For large wholesale orders, partial shipments may occur at our discretion.

RISK OF LOSS

To the fullest extent permitted by applicable law, risk of loss may pass to the buyer once the order is transferred to the shipping carrier.

The Nature Aroma is not responsible for carrier handling, carrier delays, carrier loss, delivery errors, theft after delivery, or circumstances outside our direct control.

FRAUD PREVENTION AND ORDER VERIFICATION

The Nature Aroma reserves the right to hold, delay, cancel, or request verification for any order suspected of fraud, unauthorized payment, inaccurate account information, high-risk activity, shipping mismatch, or policy violation.

Orders requiring additional verification may experience additional processing time.

NO GUARANTEED DELIVERY DATE

Unless expressly stated in writing by The Nature Aroma, we do not guarantee delivery by a specific date.

The Nature Aroma is not responsible for missed retail deadlines, resale deadlines, events, promotions, launches, appointments, business losses, lost profits, or any indirect or consequential damages caused by shipping or carrier delays.

CONTACT

For shipping questions or order issues, please contact The Nature Aroma with your order number and any supporting information.

All shipping claims must be submitted within the claim period stated in this Shipping Policy and our Return and Refund Policy.