/FAQ
FAQ 2018-01-02T12:02:38+00:00

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.

To subscribe for product updates and specials:
  • Call +1 703-646-1364
  • Submit your request on Contact page
To Purchase:
  • 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
  • Fax your purchase order to +1 703-991-4883
Payments:
  • We accept credit card at no service charge for orders up to 3000 USD via PayPal at this time, you don’t need to have or create PayPal account, look for a button on payment page for entering credit card information directly and bypassing PayPal account requirement.
  • No discounts will be honored when using credit cards.
  • All credit card payments are subject to verification to deter fraudulent transactions; 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 we receive your payment. Alternately, wire transfer can accelerate the shipment process and this is also the recommended approach for international orders.

Shipping:
  • We no longer offer free shipping because it isn’t cost effective for all oils. We have lowered our cost and shipping is no longer included in our cost model bringing transparency on cost of purchase from shipping.
  • The shipping calculation 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 may use freight shipping for large orders, the shipping tool does not offer that option at the moment.
Insurance:
  • FedEx offers free insurance for orders up to $100. Please contact us if you need to buy insurance on high value order.
Returns:
  • 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 90 days, please request for return authorization. Re-stocking fee of 15% may apply if more than 10% of the product is used. Customer will need to pay for return shipping.
  • We advice customers buying or intending to buy large quantity to try out a sample from the batch before ordering a large quantity.
Containers:
  • Glass Bottles
    • Amber bottles are used for smaller quantity and up to 4 oz of liquid
    • Aluminum bottles are used for 8 oz to 1 kilo; exception being Sandalwood, we use 2.5 and 5 kg Al containers
  • Steel Containers
    • 1 Gal steel containers for essential oils with exception of Sandalwood oil
  • Plastic Containers
    • Carrier oils and hydrosols are shipped in plastic containers for 32 oz, 64 oz and 1 Gal (equivalent to 123 oz to 128 oz depending on the oil/water content)
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