Nu-Scents Company Policies

Ordering Information:

There is no minimum dollar amount required for orders.  We only sell to customers living in the United States, Canada, and Puerto Rico. 

To Order By Phone—Call 815-344-8005 or the Toll Free Order Line at 877-949-1330.  Customer service representatives are available between the hours of 9:00am-4:30pm (CST) Monday through Friday (excluding holidays). 

To Order By Fax—Fax orders to 815-344-8408.  Click here for order form.

To Order Online—An online shopping cart is available 24 hours a day 7 days a week at www.nuscentscandle.com  Online ordering is a secure ordering system that is quick and easy to use. 

To Order By Mail—Send all mail orders to:  Nu-Scents Wholesale, Order Department, 1717 Oak Dr., McHenry, IL 60050.  Click here for order form.

To Order By E-mail—Send all e-mail orders to:  sales@nuscentscandle.com   Use the order form as a guide when placing an e-mail order.

Orders are processed in the order in which they are received.  Orders are shipped or they can be picked up at our facility (see “Shipping” or “Pick Up Orders” for more information).

Rush Orders—An in-house rush order may be requested for a $15.00 service fee.

Changes—Orders CANNOT be changed, combined, or added to once they are placed.  If an item is forgotten on an order, place a new order for that item.  If an incorrect item is on an order and needs to be taken off, the item will be treated as a cancellation (See “Cancellations” for more information).  If incorrect personal information is on an order and it will affect our ability to process the order correctly, please CALL us as soon as possible.

We are not responsible or liable for deficits incurred as a result of a delayed order. 

Pricing:

All prices are subject to change at any time without notice.  Please check our website often for the most up-to-date pricing.  We reserve the right to refuse the sale of a product at a price published on the website, in the catalog, on an order, or through personal correspondence if the price is wrong due to a typographical or mechanical error.

Wholesale:

Wholesale prices are available on most products based on the quantity purchased.  In order to receive the most reasonable wholesale price, purchase the largest product quantity.  If the quantity desired is not listed, call for pricing. 

Sales tax is charged to all Illinois orders that have not supplied us with a copy of their Certificate of Registration.  In order to receive tax-free shopping:  mail, fax, or drop off a copy of the Certificate of Registration that displays the tax-exempt ID number and expiration date.

Cancellations:

Once an order has been received and is canceled for any reason (whether in its entirety or in part), the customer will be charged a minimum cancellation fee of $5.00 or 15% of the merchandise (whichever is greater).

Returns:

Returns will be accepted within 15 days of the original date of purchase.  All returns must be authorized by a Nu-Scents representative.  The customer will be charged a restocking fee of $5.00 or 15% of the returned merchandise (whichever is greater).  Customer is responsible for all return shipping charges and/or expenses.  Items must be returned in original condition for resale (per Nu-Scents' discretion).  Refunds will be issued to credit/debit cards or Paypal accounts upon Nu-Scents approval.  Orders that are refused upon delivery by the customer and returned by the carrier, will be subject to return shipping charges and restocking fees.  We DO NOT accept returns on any Fragrance Oils, Essential Oils, or Bath and Body related items.  NO EXCEPTIONS!!!! 

Damages and Shortages:

Damages or missing items must be reported to Nu-Scents within 3 days of receipt of the order.  We cannot replace damaged merchandise or missing items unless they are reported within 3 days.  Per Nu-Scents' discretion, missing items may be shipped out free of charge or credited to the customer's account.  If we are able to file a claim for a damaged or missing order, we will ship a replacement as quickly as possible.  Do not discard the damaged box in the event that the carrier would like to inspect the contents and packaging. 

Backorders:

Products temporarily out of stock are NOT backordered.  If one of the items in a product sampler is out of stock, Nu-Scents reserves the right to substitute a similar product.

Shipping:  (UPS 2007Year End Schedule)

Orders placed by 12:00pm (CST) are usually shipped the same or next order processing business day.  During the busy season (Mid August through January), we may experience some seasonal delays in processing.  All orders ship out UPS Ground or USPS Priority Mail.  Faster shipping methods are also available to most areas (higher costs do apply):  UPS Next Day, UPS 2^nd Day, UPS 3-day, or USPS Express Mail.  Orders to Hawaii, Alaska, Canada, Puerto Rico, and APO/FPO addresses are shipped via USPS Priority Mail.  NOTE—the shipping option “Cust P/U McHenry IL” means the customer will pick up the order at our warehouse in Illinois (see “Pick Up Orders” for more information).

Shipping charges are determined by the weight of the package(s) and the destination zip code when it is manifested in our shipping system, along with a $5.00 minimum handling fee.  When ordering online, the shipping amount shown during check out is only an estimated charge.  It does not necessarily represent the UPS and USPS published rates.  Actual rates charged by UPS and USPS may vary.  Nu-Scents reserves the right to charge the full shipping amount to the customer's credit/debit card or Paypal account. 

When an order ships, UPS or USPS will send a shipping confirmation via email with a tracking number. 

Packages are sent to the "Ship To" address provided when the order is submitted.  If this address is submitted incorrectly, or the customer has the package rerouted by UPS, there will be an address correction charge.  The customer is responsible for the $5.00 per box UPS address correction fee.  Nu-Scents reserves the right to charge the customer for these fees as soon as UPS notifies us of them.  

Any packages returned to Nu-Scents (by UPS or USPS) due to an incomplete address will maintain additional shipping charges to re-ship the order.

Pick-Up Orders:

Customers are welcome to pick up their orders at our warehouse, which is located at 1717 Oak Drive, McHenry, IL 60050.  Shipping and handling fees are NOT charged on pick-up orders.  Nu-Scents requires 24 business hours before picking up.  Please refer to the Customer Pick-Up Schedule (for more information), as to when you can pick up your order.  NOTE—orders placed after business hours or over the weekend are considered as being placed the following business day.

At the time of pick-up no changes or add-ons can be made.  Place pick-up orders by phone, fax, email, or online (for online orders:  choose the shipping option “Cust P/U McHenry IL”).  Payments for all Pick-Up orders must be prepaid by credit/debit card or Paypal.  Call Nu-Scents and arrange the day and time for the pick-up.  Pick-up times are Monday through Friday between 10:00am-4:00pm (CST) and Saturday—by appointment only—between 9:00am-12:00pm (CST).  Check the website for special closings.

Minimum Order:

We do not require a minimum dollar amount for orders.

Payments:

We accept payment by any card (both credit and debit) that displays a Visa, Mastercard, American Express, or Discover logo.  We also accept Paypal.   

In the event that a credit/debit card is Declined we will contact the customer by phone and/or e-mail.  If we receive no response, the Declined order will be cancelled in one week from the date it was placed (see “Cancellations” for more information).  A service fee of $1.00 will be charged each time the customer's card is Declined.  NOTE—The billing address refers to the address that is on file with the credit card or debit card account. 

CVS Code—The CVS code is the 3-digit or 4-digit number located, respectively, on the back or the front of the credit/debit card.  Mastercard, Visa, and Discover all use the 3-digit code, which is located on the back of the card, on or above the signature panel (See the picture below).  There will be a series of numbers, but only the last three digits make up the CVS code.  American Express uses a 4-digit number on the front of the card (See the picture below).  This code is located to the right just above the credit/debit card number.  With each order, if the CVS code is not given with the credit/debit card information the customer will be charged a service fee of $0.50. 

Mastercard, Visa, Discover:                                                                               American Express:

Paypal—Payments made through Paypal may take several days to clear.  Occasionally, Paypal orders are received incomplete.  We are not responsible for any delays that could occur with orders paid for through Paypal.  If we receive an incomplete Paypal order, we will contact the customer by phone and/or email.  If we receive no response, the Paypal order will be discarded in 3 weeks from the date it was placed and the funds will be refunded to the Paypal account.

Warranties:

Nu-Scents CANNOT warranty anything we sell that can be subject to user error.   

Liability Disclaimer:

Nu-Scents strives to offer the most accurate information when explaining the products, supplies, instructions, recommendations, etcetera.  However, Nu-Scents cannot guarantee the precision or entirety of the information that is supplied via its telephone conversations, written/email correspondence, catalog, or website due to the extensive nature of the products.  The customer assumes all liability directly or indirectly resulting from the use of any and all products.  Nu-Scents is a distributor of high quality candle, bath, and body making supplies, not a manufacturer.  It is the sole responsibility of the customer to adequately research the appropriate use and safety information for the items purchased from Nu-Scents, thoroughly test the items, verify the suitability and appropriateness of any product, and apply their own quality control procedures to guarantee the quality and integrity of their finished products. 

NU-SCENTS CANNOT BE HELD RESPONSIBLE FOR UNEXPECTED RESULTS OR MISSED SHOWS.

Technical Support:

If a customer is in need of some assistance regarding a Nu-Scents product after a purchase, the technical support staff will be glad to assist.  Contact the technical support staff at nssupport@nuscentscandle.com

If a customer did not buy ALL of the items used to make a finished product from Nu-Scents, we can only speculate answers, as we do not have the information about other companies' products.

All prices, terms, conditions, and policies are subject to change without notice and are at the sole discretion of Nu-Scents Wholesale, LLC.