Shipping & Returns
Shipping and Handling Policy
All orders are shipped via UPS or FedEx. We are closed on weekends and holidays and do not ship during these times. Local customers may save shipping costs by picking up orders at our home location or by planning with one of our Brand Ambassador. Order pickup is by appointment only giving at least 24 hours’ notice. Orders are downloaded several times a day. We try to ship orders the same day they are received, but sometimes it isn't possible due to order volume - so please allow at least two business days to process your order.
Minimum shipping rates are charged at the time your order is placed and will reflect in your shopping cart during checkout. We highly recommend maximizing shipping costs by consolidating as many items as possible into one order. Please remember: once you place an order, it cannot be changed and we will not combine your orders & invoices for you. This is just one way Zambo Aroma strives to keep most order processing and turnaround time at 24 hours or less while continuing to offer wholesale prices. Zambo Aroma reserves the right to make the best judgments on shipping boxes (sizes and numbers) as well as packaging materials - we make every effort we can to recycle, reduce, and be environmentally conscious. If we are able to consolidate your box(es) internally we will do so but cannot accommodate special requests.
Once an order has been placed, it cannot be changed. Any additions to your order will be treated as a new order and shipped separately.
We do not ship orders on weekends or holidays. Do not count these days towards your total ship time. Point of departure is Bronx, New York. If you live on the West Coast, your ship time is at least 4-7 business days in transit which does not include processing time in our warehouse. If you need your shipment by a certain date, please allow sufficient time for your order to reach you. Overnight, 2 Day and 3 Day deliveries are available should you need expedited service.
Again, we utilize UPS and FedEx exclusively for both domestic and International orders. Please do not ask for your order to be made an exception or request a special favor for USPS shipping. We cannot and will not accommodate these requests. We do not ship UPS Collect, UPS Third Party, or to UPS Account #'s other than our own. Please understand all ordering and shipping procedures before you place your order. You will receive an email with your shipment tracking number as soon as your package leaves us. This email will give you an estimated delivery date.
International Shipping and special note for Canada Customers
We utilize UPS Worldwide Express and FedEx for all International orders except Canada. Orders to Canada are shipped UPS Standard. All parcels to Canada will contain a NAFTA Declaration. International customers ordering via UPS are responsible for all Customs/Duty tax and brokerage fees for order. FedEx International Priority and FedEx International Economy shipping costs include all brokerage fees. Customer is responsible for all Custom/Duty tax fees.
You are prohibited from shipping anything below 200°F via International mail. You can ship Combustible Liquids via UPS Internationally and they are not considered hazardous.
Combustible liquids can only be shipped via Parcel Post with appropriate flashpoint info on the outside of the box and clearly labeled ORM-D Parcel Post only on the side of the carton.
People shipping FO's below 200° via Priority Mail or International Postal Service are doing so against the law, plain and simple. We prefer to not break the law or commit fraud, so we ship all orders UPS and FedEx exclusively. We've been told that other suppliers do it, but we cannot afford $10,000 fines and/or imprisonment.
NOTE: ADDITIONAL UPS/FedEx FEES
When you place an order, please be very careful to list your complete shipping address and take time to verify that it is correct. This can save you money and get your order to you more quickly. If you are having a package shipped to your place of business/work, please be sure to list the company name in the Delivery address info so that we may ship TO you in care of your company/business.
We can only ship to the address we are given. If we ship to the address you list and the package is returned to us, you are responsible for any additional shipping charges plus the cost to reship to you again. If you list an incorrect address and UPS/FedEx does an address correction, they charge an address correction fee. The minimum fee charged for an address change is $15.0, but can be higher depending on the change of the address. You are responsible for this fee if it is a result of an error you made when entering your address/shipping information OR if you contact UPS/FedEx and ask that the package be delivered elsewhere.
If you don't list your address with the appropriate apartment number, suite number, mobile home lot #, floor number, etc., UPS/FedEx will charge the aforementioned address correction fee.
For all of the above reasons, please take a moment to double check your address and be sure to list whether your address is a STREET, AVENUE, LANE, CIRCLE, COURT, BLVD, etc. It can make a difference!
Any and all fees incurred as a result of your order and its shipping must be paid before future orders can be filled. When an order is paid for by credit card, additional fees incurred will be charged to this same credit card. If you place an order and we have a pending charge on file for you, it will be added to the new order before payment is processed.
We do our absolute best to package tightly and securely. However, if you have breakage in your order please contact the shipping carrier immediately. You MUST save your original packaging materials in order to file a claim. Proof of breakage must be made to the carrier, so it is imperative all original packaging materials are saved. We cannot replace breakage due to shipper at our expense. All items leave us in excellent condition and responsibility for the package ends when it leaves our hands. Any refused shipments will be billed shipping charges and a 25% restocking fee will be incurred.