Customer Service

For customer service and questions regarding your order please contact us at:

Email us at contact@pontevedranaturals.com

 

Order Cancellation

If you have placed an order in error or simply changed your mind about ordering and would like to cancel your order, please contact us within 2 hours from the time of your order either by phone or email.

We try to ship all orders after 72 hours of receipt, however we cannot guarantee this. If an order requires a communication or confirmation from a customer, order processing resumes after the communication was received (whether by e-mail or phone). Refused or cancelled orders are subject to our 25% restocking fee.

SHIPPING RESTRICTIONS ON CERTAIN FRAGRANCE AND ESSENTIAL OILS

Fragrances and Essential Oils with flash points lower than 200° cannot ship by air  shipping option. If any of these oils are chosen, they will ship separately by Ground at an additional charge.


Order Tracking

When you place an order at Ponte Vedra Naturals, you will receive an order confirmation via email. Be sure to provide us with a valid email address and a phone number. You will also receive a ship notification tracking number from UPS or USPS once your order has been shipped. Order status can be checked by logging into your account.


Sales Tax

Ponte Vedra Naturals is required by law to collect sales tax on orders shipped to Florida, 7.5%.


Tax Exempt

Customers that provide us with a current year Tax Resale Certificate number can have a tax free account. You must mail or email us a signed copy of their DR-13 tax ID certificate and ID.  We will then activate your tax exempt status.


Back orders & Out of Stock

If you order a product that goes out of stock, you will receive a slip within your package. Back orders are shipped automatically once the item returns to stock at no additional cost to you unless the item is already stated as “out of stock”. You may email us if you wish to cancel your back order. Most back orders are filled within 2 weeks. Back orders are always shipped via ground method regardless of original shipping method of the order.


Local Customers

Local customers may order online using their credit card  or just stop in during our shop hours. When shopping online be sure to choose In-Store Pick Up. We accept credit cards, or cash. We reserve the right to refuse service if you order, have not paid and do not pickup the order.


Return Policy & Guarantee

All sales are final due to the nature of the products and raw materials we sell. We are also not responsible for the outcome of an individual's recipe using our raw materials. We will gladly replace any damaged or defective item immediately or issue a store credit or replace with another itme if the products are unavailable. We are unable to refund the freight charges.


Privacy

Ponte Vedra Naturals is extremely serious about protecting your privacy. We will never sell, loan, rent, trade or give away your name, email or address to anyone. Any information we collect is solely for the purpose of enhancing your shopping experience. We use email to communicate with you about your orders and to let you know about special product introductions and other Ponte Vedra Naturals news.


Product Samples

While we would love to offer free samples like our larger competitiors, sadly we are a small business and cannot incrue that cost. However we can arrange samples at low cost or just shipping costs. Please reach out to contact@pontevedranturals.com for more information.


Due to volativity of the raw ingredeint market our prices subject to change without notice.


Thank you!