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We are at your complete disposal for any questions

All relevant information regarding purchasing, shipping and return for gNEO can be found on this page. If you don’t find an answer or the information you are looking for then feel free to call us or send a message via Contact page.

  • Call +1 703-646-1364
  • Submit your request on the Contact page

  • We have enabled purchase of some oils directly online and for limited quantity, Online Shop. For large orders please use one of the following methods listed below
  • Call +1 703-646-1364
  • Submit your (PO) request on Contact page

  • Our current credit card processor is Authorize.net. We also use Paypal to collect card payments.
  • Get Natural Essential Oils does not have and store customers’ card information on our platform and all card information is held with authorize.net, Paypal or our merchant processor.
  • All card payments are subject to verification to deter fraudulent transactions when using authorize.net; we may request for identity proof to match with billing address submitted for online or email transactions for unverified users.
  • We also accept banker’s check, regular U.S. issued check or money orders; payment instruments should be sent to our business address. Your order will be shipped once your payment is cleared, it typically takes up to 5 business days. Alternately, wire transfer can accelerate the shipment process and this is also the recommended approach for international orders. Company POs are mandatory for all international custom orders, proforma invoice will not be issued if PO is not presented.

  • gNEO does not and will not take responsibility if your (destination) country has any special requirement to import and/or requiring any additional numbers or registration with local authorities. Other than commercial invoice and HTS code we will not be responsible to comply with any local government requirement. The onus is on the customer to ensure and be aware of such requirements. Following are some known conditions:
    • IOSS requirement established by European Union.
    • Outside of European Union – check with local authorities
  • Shipping sometimes is not calculated accurately or doesn’t offer shipping via USPS and therefore we advice you to contact us for shipping information to your destination if you feel it’s incorrect. We also refund excess shipping if the shipping paid by customer is in excess of what it should be.
  • We may use freight shipping for large orders, the shipping tool does not offer that option at the moment.
  • Shipping dates during Checkout is estimate only and Get Natural Essential Oils does not offer any guarantee on carrier’s ability to deliver by estimate date. If any delay in shipping is caused by the carrier then Get Natural Essential Oils will be unable to offer refunds on shipping cost nor will contact the carrier on behalf of the customer to process refund – We apologize but we simply do not have the workforce for such administrative task.
    • Orders are usually processed within 24 business hours and shipment maybe picked up the next business day from our facility, herein referred as handling time below
    • Shipping calculator does not take into consideration handling time and thus customer needs to add at a minimum 1 to 2 business day to the estimate date.
    • If Get Natural Essential Oils is unable to ship on time due to extenuating circumstances then the customer will be contacted prior to shipping to get explicit approval and waiver of shipping guarantee.

Why sales tax is collected for VA shipping address only?

  • Our company is registered and operated in the state of VA thus by law we’re required to collect sales tax for the orders shipped at VA addresses unless the recipient is able to provide sales tax exemption form
  • Outside of VA, the states that require to collect sales tax for ecommerce sales have $100k sales annual threshold in place. As a small business, we do not any of the states’ conditions to collect and file sales tax.

  • FedEx offers free insurance for orders up to $100 and priority mail offers free insurance up to $50. We’ve implemented insurance charges to make sure your package is insured, contact us if you want to waive the insurance but please note we won’t be responsible if your package is lost or damaged.
  • FedEx has also been denying loss claim if the package is shown as delivered to customers’ address. Carriers believe it’s customers’ responsibility to secure package or install security and monitoring devices for packages once they have been delivered and onus is passed on to the customer at that point.
    • In such event, Get Natural Essential Oils in good faith may file for loss claim with the carrier but will not guarantee replacement or refund of loss package.
    • Alternately, greedy carriers have implemented so called Direct and Indirect Signature surcharge that cost $5 and $7 respectively. This cost is not embedded for small orders and customers who wish to do so should contact us before the order is shipped.
      • Most orders above $500 automatically require signature and this cannot be avoided, this charge is embedded when the order is placed and the customer is not required to pay this additional surcharge.
    • In general, carrier’s insurance without signature covers for packages lost by the carriers or damaged during transit and nothing else. These are the carrier’s policy and Get Natural Essential Oils will not be liable for lost packages and delivered that are shipped without signature surcharge.

  • gNEO will pay for return shipping if we made a mistake in shipping the wrong product.
  • Customer satisfaction is important to us. If the quality of the product did not meet your expectation then you can ship the item back to us within 30 days, please request for return authorization. Re-stocking fee of 15% will apply and customer will need to pay for return shipping.
  • Returned products must be in resalable condition and oils and butters must maintain product integrity as when they were shipped from our facility. All plugs, closures, etc. must be returned in the same condition as shipped from our facility ensuring safe return of our product without any losses or damages to the contents. **** No refund will be issued if our products are mishandled or are not in resalable condition ****.
  • We advice customers buying or intending to buy large quantity to try out a sample from the same batch before ordering a large quantity, for our wholesale customers sample is free within U.S.; for new customers we request shipping charges or we can use your shipping account.
    • Comparing our oils to your existing supplier is not recommended for two main reasons:
      1. Natural products are natural and origin, weather, processing, supplier and other factors play a key role in the final outcome of the product
      2. This industry is filled with adulterated products, sometimes the producers adulterate and sometimes the distributors do for higher profitability and many inexperienced users have no idea the extent of adulteration in this industry
    • We are well aware of the quality of our products so do yourself a favor and order smaller sample first before ordering larger quantity and getting into hassle of returning because it doesn’t match the profile from your current or past supplier. This arguments don’t go well because we don’t know the quality of other suppliers.
  • Refunds
    • All refunds will be issued in the same form of payment, esp. if a card is used then the same card will be used to issue refunds – there’s no exception to this policy. Customers should not demand refund in a different payment form, if we’re unable to issue refund on the same card that was used for some reason then we bear the sole decision to the form of refund. Customers do not have the right to dictate refund terms, this is to due increased cyber crimes we have experienced. In most cases, we’re able to refund on the same card but we have come across one situation when we were unable to issue a refund due to virtual card use. Be very careful in using virtual card esp. if any refund scenario that might likely occur with your order.
    • Refunds will not be issued on the shipping portion of the order if the package was returned to gNEO due to special requirement to import in destination country or refusal to accept the package. Read our shipping section, it clearly states that the customer is responsible to ensure and understand any requirements to import in to their country. In fact, if we incur any additional cost in return shipping then we reserve the right to deduct that cost as well from the original order.

  • Glass Bottles
    • Amber glass bottles are used for smaller quantity and up to 4 oz of essential oil.
    • Aluminum bottles are used for 8 oz to 5 kilos for essential oil and fragrance oils.
  • Steel Containers
    • 10+kg for essential and fragrance oils
  • Plastic Containers
    • Carrier oils, hydrosols, butters and waxes are shipped in plastic containers up to 5 Gallons.
  • Bag-in-a-box
    • Bulky items like beeswax, RBD and butters are shipped in a bag-in-a-box.

  • gNEO will pay for return shipping if we made a mistake in shipping the wrong product and will ship replacement at our cost.
  • Customer satisfaction is important to us but regrettably returns or exchanges are not allowed in this product category due to organic certification policy.
  • Customers are required to test for compatibility of their product before purchase. No refunds or exchanges will be allowed in this product category.
    • Request for free sample for compatibility test