At Jedwards International, we pride ourselves on providing exceptional customer service, offering quality material and competitive pricing. We have qualified sales staff manning the phones Monday through Friday, from 9:00 am to 6:00 pm, Eastern time to field the myriad of questions that come our way. We manage customer inquiries via email and the “contact us” section of our website in as timely a manner as possible. Below are answers to the most frequently asked questions:
What is the lead time?
The lead time is typically between 1 – 3 business days (24 -72 hours) depending on the time of year and the timing of when the order is placed. Our busy season runs from Labor Day in September through late March, during which the lead time gets extended to accommodate the influx of orders. Customers should account for 48 – 72 hours lead time during the busy season. During the summer months, the lead time can be reduced to 24 – 48 hours. Jedwards International is not open on the weekends. For customers that don’t account for lead time when they place their order and need their materials as soon as possible, a rush fee may be applied to accommodate this request.
What is the MOQ or Minimum Order Quantity?
The MOQ is the smallest pack size offered for a given material. For the essential oils, the MOQ is usually 4 ounces, although some of our essential oils are now available in 1 ounce pack sizes. These include Myrrh, Frankincense and Vetiver Oil. For carrier oils, the smallest pack size is either 16 fluid ounces or a gallon.
Are there ever discounts on materials?
Every month, Jedwards International chooses three materials to offer to our customers for 10 % off. These discounts are published via social media on Instagram, Twitter and Facebook as well as posted on our website under “Promotions; Coupon Codes” and our Blog section on the first of every month. These discounts don’t apply to drums or tiered pricing. The coupon code is required when placing orders online.
Do you offer free shipping?
Unlike other companies, we focus on pricing the material at the most competitive, bulk wholesale pricing possible. Since Jedwards International is located on the East Coast, creating a formula to add shipping in to the cost of the materials would be prohibitive to those customers who are closer in proximity to our warehouse in Massachusetts than those further away. Therefore, we keep it simple. The material price is established and proffered to all customers uniformly and shipping is determined by our shipping partner, UPS. We can also provide a quote for U.S Postal Service or a freight quote for pallet orders going by freight carrier. Customers also have the ability to ship on their own UPS, FedEx or freight account. We find that our freight costs are competitive and we also provide insurance which takes the onus off the customer to claim the shipping company should your order get damaged or lost in transit. If you have a problem with a damaged or lost order and you shipped through Jedwards, we will issue a replacement order immediately, at no cost to our customer, given the material is available, so you can focus on running your business. Exceptions may apply.
What is the return policy?
If you receive an order and realize that you purchased something that you can’t use, you are able to return the material to Jedwards International within 30 days from receipt of the material, given the material is unopened. The customer is responsible for paying for shipping for the return and a 20% restocking fee will apply.
Can I pick up my order?
Our warehouse is located in Braintree, MA. While we don’t have a storefront presence, customers that live locally can pick up their orders between the hours of 10:00 am and 6:00 pm Monday through Friday. Customers need to anticipate the 24 – 72 hour lead time when placing orders.
Can I receive samples prior to placing an order?
Yes. We encourage customers to request samples if they’ve never ordered or worked with a particular material before. We are happy to provide 3 or 4 small samples free of charge. Essential oils are provided in a half-dram quantity, all other materials are a one ounce sample size.
Do you offer Private Labeling?
We do not offer any bottling or private labeling services.
Do you offer blending, mixing or formulation consulting?
We do not blend, mix or provide formulation advice or consulting on our materials.
How can I get drum pricing?
In order to get pricing on drums, please contact a Jedwards Sales representative, either by email or phone to get the most current drum pricing available.
How can I get your wholesale pricing?
We offer our wholesale pricing to everyone. The pricing on our website is wholesale and you do not need to register or be a big organization to take advantage of our prices. In most cases, the larger the pack size of any given material you purchase, the more economical the per pound or per kg price is.
What payment options do I have?
Our customers have the option of paying via credit card (Visa, Mastercard, American Express or Discover), PayPal, ACH, Wire or check. We also off Net 30 terms to customers who have an established purchasing history with us and submit a credit application with bank and business references; subject to management approval.
What’s the difference between Organic and Conventional (Non-Organic)?
All the organic materials, that are designated as organic on our website, have been certified by our organic certifying agency, QAI (Quality Assurance International). Organic certification verifies that the producer, farm or handling facility complies with USDA organic regulations. All non-organic materials are also commonly referred to as conventional. Our organic certificate for all our organic materials can be provided upon request.
What is Fair Trade Certification?
Fair Trade Certification is a third-party certification process that sets standards for sustainable, ethical trade that puts people and planet first. Fair Trade USA Certification supporting our sale of products according to Fair Trade standards can be provided upon request.
What is the difference between Virgin and Refined?
Virgin, or unrefined material, is the natural/raw material carrying the characteristic color, flavor, and aroma of the plant or seed. Refining is a natural, non-chemical process that removes these properties so the material is more bland with little to no color, scent or flavor.
What does RBD and RBDW mean?
RBD stands for Refined, Bleached and Deodorized effectively removing the strong, natural characteristics of the material in a natural process, either through physical or chemical methods, resulting in a bland aroma and taste. The refining and bleaching process typically used is filtration through diatomaceous earth or fining clay. Deodorizing is the process by which the flavor and aroma are removed by exposing the oil under a high vacuum, driving off the volatile components. When a material is classified as RBDW, it takes the process one step further to add winterizing, which is a process of exposing the material to cold environments resulting in bringing any waxes to the top. This allows for the waxes to be removed to ensure the oil remains as clear as possible.
What is the shelf life of your materials?
The standard shelf life for our materials is two to three years, depending on the material. Most materials expire 3 years from the date of production, if stored properly, in a cool, dry place away from direct sunlight. Sweeteners are generally the exception with a shelf life of two years. The CoA (Certificate of Analysis) will always state the date of production and expiration date on a lot specific basis for all materials, as well as recommended storage.
What does non-GMO mean?
This term refers to the material being a non-genetically modified organism. By definition, all organic material is non-GMO.
Why are materials sometimes out of stock for long periods of time?
For several ingredients, the quality of a growing season and subsequent harvest, impacted by unforeseen adverse climate conditions or economic issues, directly impacts supply and availability. We continue to search out new producers but the process to sample, test and approve is extensive and can sometimes be time consuming. Our website has a feature that allows customers to get notified via email when the material is back in stock. Customers can also contact the sales department for anticipated re-supply dates.
Hopefully, the above information is able to provide answers to your burning questions. For questions not addressed above, please feel free to communicating with Jedwards International directly by calling a sales representative at (617) 472-9300 or emailing firstname.lastname@example.org
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