Customer Service

We support our distributors in every way we can. The following information will familiarize you with our processes and procedures.

Art Specifications

In order to facilitate the fastest and most efficient production of your product, please review the guidelines noted on our Art Specifications page when creating and sending us your artwork.

Contact Customer Service

If you are a distributor, and still have questions after browsing the website, you may contact customer service:

customerservice@naturaltrends.com

The Order Process

Natural Trends is committed to satisfying your clients’ needs. Processing an order in a timely and accurate manner is critical to achieving this goal. Please sign and fax back the following documents:

  1. Upon receipt of your written purchase order, your ORDER CONFIRMATION is entered into our system. An Order Confirmation confirming all the details of your order as we understand them is generated and emailed to you:
    • Ship To: Address
    • Ship Date
    • Ship Method
    • Bill To: Address
    • Credit Terms
    • P.O. #
    • Order date
    • Quantity
    • Product Description: item number, size, fragrance/flavor, color and options
    • Imprint Details: imprint colors, materials, location and art name
    • Product Costs: set up charges, unit price, running charge and additional options
    • FOB
    • Special instructions or requests
    • Signature on Order Confirmation approves the order and art layout
    • Credit Statement sent with Order Confirmation
  2. A paper ART LAYOUT is generated to show the placement and size of the art. A PDF version is emailed to you with the Order Confirmation. This confirms the imprint color(s) and the product identifiers that we include. Up to 3 layouts will be produced without charge. A small amount of typesetting is done at no charge. Art generation or clean up is available by quote.

Shipping/Samples

All orders of sanitizers are alcohol-based and ship UPS domestic ground ONLY, in compliance with D.O.T. hazmat regulations. Hazmat regulated products are not recommended for air transport. Providing air or international shipping documents, where available, incurs additional charges. Drop shipments: first two included, $15 (z) each additional. Damage shipment claims must be noted with transport company at time of delivery. Product claims must be submitted in writing within 30 days of delivery. Original packaging & photos required. Incorrect 'Ship To' addresses may incur additional charges. Samples are available at no charge in small quantities if customer shipper number is provided.

Cancellation and Order Change Policy

Natural Trends provides an order confirmation and layout on all orders at no cost (limit 3 layouts, then additional charges apply). Changes made after the order confirmation is signed may affect the scheduled ship date and may incur a $10.00 (z) charge. Change requests made within 3 business days of ship date may not be possible and will incur a $40.00 (z) fee upon approval. Changes made to the ‘Ship To’ address must be provided at least 3 business days prior to the ship date approved on order confirmation. Any approval delays may cause order to ship late. Cancellations after the order confirmation has been signed are subject to a minimum charge of 20% of the total order.

Invoicing

Your final invoice will be faxed to you within 24 hours of shipping. All costs for your order will be reflected on this invoice. Shipping information and tracking number(s) are included on the invoice.

Credit Policy

Natural Trends extends terms up to Net 30 based on credit worthiness. If you have an ASI #, it is typically not necessary to send any other information. If you do not have an ASI #, please fill out the following credit application form or fax us your current information.

Credit Application Form: DOC.

Email: AR@naturaltrends.com
Fax #: 801-221-4755.

Return Policy

Natural Trends maintains high standards of quality control. If there is damage to an order, please instruct your customer to keep the product in its original packaging. Natural Trends will not be held liable for product repacked for any reason. If product is returned for any reason, it must be in original packaging and RMA # and instructions must be obtained.

Please contact our customer service department about any problem with an order. They will obtain pertinent information and get back to you as soon as possible.