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Customer Service

Contact Us

  • Toll Free (HUG Line): 1-866-647-2368
  • Direct Line: 1-440-647-0100
  • Fax Line: 1-440-647-0220
  • E-mail: info@naturesgardencandles.com
  • Online: Contact Form
  • Hours of Operation for Office:
    Monday-Friday 9-4:30 pm est.

    Hours of Operation for Pick-up Orders:
    Monday-Friday 9-4:30 pm est.
  • Closed on all Major Holidays

Location & Directions

Nature's Garden is located at
42109 State Route 18
Wellington, OH 44090

At Nature's Garden...Fragrance and Fun for Everyone
The staff at Natures Garden is collectively focused on building win-win relationships with our customers. Natures Garden is dedicated to providing you with the highest-quality products at competitive prices. We understand the importance of receiving your supplies promptly, and we strive to fill and ship all orders received by 11:00 am the very same day. Your questions, comments and suggestions are very important to us; we encourage you to call our HUG Line (Help You Grow) for assistance anytime 1-866-647-2368. Our professional staff has years of experience, and we enjoy helping our customers make and market the finest candles, soap, and toiletries. During the past 13 years, we have had the pleasure of building solid business relationships with more than 100,000 customers. We are honored to be your supplier of choice.

*Natures Garden is a privately-held, family-owned company located near Cleveland, Ohio. We service the candle, soap, cosmetic, and toiletries industries with raw ingredient supplies; shipping globally.  Natures Garden has shown continued growth throughout the past 13 years, and we anticipate further growth due to diversification into various markets. Applications for employment are always being accepted.*

Important Information

Policies & Store Info
Accepted Payment Methods
Shipping Methods & Charges
Return Policy
Why Do I Need A Login Account?
Why the use of "Cookies"?
Security Protection
Privacy Policy
Retrieving Previous Orders

Policies & Store Info

By placing an order, you are agreeing to all of our terms and policies mentioned below.  We will not make exceptions to any of these policies.

We do not have any type of minimum purchase policy. No order is too small for us to fill.

We do not have a printed catalog. 

All of our products are listed online, and all pricing is listed.  If we offer bulk pricing for our merchandise, you will see the prices listed on the site.  We do not offer any larger discounts than what is already listed on our site.

Tracking the status of your order:

When an order is placed, it is considered "New Status". When your credit card is paid, your order is considered "Processing Status". Finally, orders enter the "Shipped Status", and are given tracking numbers. You are emailed the tracking numbers when your order is shipped. You will be able to track your packages (after 5:00 pm) through the email you receive. You can also track the status of your order on our website by entering your order ID# and your zip code.

At Natures Garden, it is our goal to sell high quality products at low prices, and quickly ship those products out to our customers.  In order to be able to accomplish this, we cannot spend our day changing orders.  This slows down our entire operation: office staff, fulfillment department, order packing department, and UPS office.  Imagine how many orders we would be able to ship out each day if everyone wanted to change their orders.  If we were to begin implementing order changes at Natures Garden, we would have to hire more staff, and this would cause an overall increase in prices customers have to pay.  We thank you for your cooperation with this policy.  Please do not email us, call us, or go on our facebook or twitter pages asking that exceptions be made.

Once an order is placed, it will not be changed.  Any additions to orders will be treated as separate orders, and assigned a separate order ID number and tracking numbers.

  • It is crucial that you double/triple check the accuracy of your order before clicking the "complete your order" button during checkout. We will not be held accountable, and will not correct any order mistakes that you have made.
  • We cannot add to your order or take away from your order.
  • We also do not combine orders to ship together.
  • There is a 15% restocking fee charged for any order which we have to cancel due to lack of payment in full.  Example:  We have had incidences where international customers have paid for their merchandise, we have packed their order and emailed them to tell them what they need to pay for shipping, but the customer fails to pay for the shipping.  Your credit card will be credited the amount of your merchandise minus a 15% restocking fee due to the amount of labor it took to handle your order and to pack and unpack your order.
  • Once an order is placed, it is given a specific order ID#. Our new UPS system integrates with these numbers so that your package is shipped as fast as we possibly can.

You can also directly call-in your orders:

Toll-Free HUG Line (Help You Grow) : 1-866-647-2368

All material on our website is protected by copyright laws; fragrance descriptions, photos, and all learning material and classes. All fragrances listed under NG Originals are trademarked names belonging to Natures Garden. Our customers are allowed to use these trademarked names, however, any non-customer using our trademarked names without giving credit to Natures Garden is violating "First in Use" trademark law. Thank you for respecting our rights.

Natures Garden offers no warrantees, written or implied, for any products we sell. Natures Garden is not responsible for products you create using our supplies. Customers are responsible for testing our supplies in your recipes for compatibility and safeness. Natures Garden is not responsible for any errors or omissions on this website. We reserve the right to change prices at any time without notification.

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Accepted Payment Methods
On-line orders can be paid through the checkout process by:
  • Credit Card: (American Express, Discover, MasterCard or Visa).
  • NOTE: If your credit/debit card declines, please do not continue to process your order. Contact our office instead. Declined payments are never deposited into our bank account, however, they may be held by your bank for up to 30 days. The best way to prevent funds from being held is to enter your billing address and zip code correctly when placing your order. Unless this data is correct, our credit card processor will decline the payment.
  • Pay-Pal: Our shopping cart supports payments made through Pay-Pal Express. Orders placed using paypal will not be shipped until the payment is cleared. Any time you choose Paypal for your processor, the entire transaction occurs through their processors, not ours.  Paypal also offers Bill Me Later for qualified customers who purchase at least $99 of merchandise (paypal determines your qualification, not Natures Garden).  Note:  Paypal Bill Me later is a terms program that is completely operated by Paypal, and is not affiliated with Natures Garden. Therefore, if you choose Bill Me Later as your form of payment, you are entering into a payment agreement with Paypal, not Natures Garden.  Natures Garden is not responsible if you get refused for terms through Bill Me Later.  We are also not responsible for Bill Me Later billings, payments, or postings.  Once you choose Bill Me Later as your payment through Paypal, it is between you and Paypal.  Natures Garden will not be held responsible for anything that occurs between you and your Bill Me Later acceptance, refusal, payments, billings, or postings.  If you encounter any problems with Bill Me Later, please take it up with Paypal. 
  • Debit Cards
  • No COD's
  • No Checks: Due to a dramatic increase in bounced checks, we will no longer accept checks or echecks beginning May 1, 2006. There will be no exceptions.
  • Cash/Store Pick-up: For customers who desire to pick their orders up at our store, please choose this option in the shopping cart. Although your invoice will have a shipping quote included, we will deduct this from your total when you come to the store. Please allow us 24 hours to have your package ready for you. Pick-ups can be made on Monday-Friday 9am-4:30pm. We are not open on Saturdays or Sundays. Store closes promptly at 4:30 pm M-F.
  • We are not responsible for delays in order processing due to declined credit cards.
  • We reserve the right to refuse service to anyone at any time for any reason.

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Shipping Methods & Charges
Because of the many possible variables of an order, on-line shipping charges may not calculate properly in the check-out process. In this case, shipping charges may be billed separately from your order.

All orders that we receive via on-line ordering, email, fax, or phone by 11:00 a.m. we will do our best to ship the same day. Please note that under normal circumstances we are able to ship same day, but we do not guarantee it. During BUSY SEASON, (September 1-Dec 20) orders may require a 2-3 day shipping delay due to the volume of orders that we process.

  • All shipping is currently done by UPS for American orders (all options).  Orders of large weights can be shipped at discounted freight (LTL) shipment methods (Call us for information). All skid orders will be shipped as LTL freight. Please remember to put any special delivery instructions in the comment area of the order form. If you choose to have your order shipped using Overnight, 2nd Day Air, Third Day select, or any other form of expedited shipping method, it is important to understand that this does not include Saturday or Sunday. (Example: If you choose overnight delivery on Friday, you will be receiving your package on the following Monday, not Saturday). We do not make any arrangements for deliveries to be made on Saturdays.
  • There may be times when UPS or USPS is delayed due to inclimate weather conditions.  We have no control over mother nature, and will not assume responsibility for such conditions. 
  • We do not Back Order Merchandise. If we receive an order that has items which are out of stock , we will contact you via telephone and/or email to let you know what we are out of stock of, and we will credit your credit card for the amount of the out of stock merchandise. All out of stock items will have to be reordered. Please note that our shopping cart does not interface with our inventory system and therefore, we are unable to list items as out of stock on the web.
  • All International orders are shipped out Tuesday-Friday.  We do not make exceptions to this policy.
  • We do not charge any type of handling fees. You pay exactly what UPS charges for the actual weight of your merchandise.
  • Merchandise which is shipped back to us due to an incorrect address will be billed for any shipping charges that we are charged.
  • Natures Garden uses the US Postal Service to ship to Hawaii, Alaska, APO's, and all International countries.  All packages shipped within the Continental US are shipped via UPS or LTL Freight only.
  • All Ohio customers pay sales tax. If you have a valid Ohio Tax Exemption certificate, or a vendor's license, you will need to fill out a blanket exemption form and either fax it or mail it to us. We do not grant tax exemption status until we have this form on file in our office. Once we have your tax exemption form on file, we will go into our database and mark you as tax exempt for all future orders. We do not credit anyone tax they paid on previous orders because we have already claimed those taxes with the state of Ohio. Understand that it is Ohio state tax law that mandates that we have a paper copy of your license on file before we grant you tax exemption status.  If we were to grant tax exemption status without following the law, we would be facing a fine and a 4th degree felony charge.  Please do not ask us to break the law.  We won't.
  • Download OHIO TAX EXEMPTION FORM HERE

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Return Policy-  We do not accept any returns on any of our products.  This includes any software downloads you may purchase.
All fragrance and color sales are final. We recommend that you try sample sizes first. For sanitary reasons, we cannot take them back nor resell them. We also do not offer any type of fragrance exchanges. Fragrance is sold by weight, not volume. Due to the high concentration of our fragrance oils, we suggest that you test them in products before calling us; fragrance smells different in finished products than they do out of the bottle. Fragrances with the same name from different companies will likely smell different. Citrus fragrances can have a fuel type aroma. Fragrance used in bath and body products may discolor and make the product thin. We suggest testing our products prior to making large quantities of your finished goods. Natures Garden is not responsible for any products or equipment you used when making your products. We will not reimburse customers for raw ingredients used in finished products.

Due to the fact that wax may differ from batch to batch, we cannot guarantee that all batches will be identical. Therefore, we do not accept returns on wax sales, and we do not allow any credits or exchanges for wax.

All Bath-n-Body Products are non-returnable due to sanitary reasons.

Receiving Broken Merchandise - All of our merchandise is inspected for damage prior to shipping. If you receive products that were damaged during transit, please call UPS or the Post Office to report the damage.

Please report any missing merchandise or order mistakes within 48 hours of delivery. After 48 hours from delivery, we will conclude that your order was completed accurately and no refunds or exchanges will be excepted after that time.

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Why Do I Need A Login Account?
Creating an online Login account enables us to store your common information such as name, address, shipping address, etc... in our database. When you place future orders with us, you won't have to keep filling out the form. You will only have to enter the user name and the password you chose in the "Returning Customer Log-in" section, and all your information (except payment information) will pre-fill on our order form, saving you time.

Your online Login Account will also give you access to your Wish List or your previous orders.

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Why the use of "Cookies"?
A "cookie" is a small file that is not even noticed by you. It is stored in your "Temporary Internet Files" directory when you access a web site that uses them. Cookies are used by almost all web sites you access while surfing the net. They may store information about the pages you visit, the files you access, and other information that serves to speed your connection, or eliminate redundancy and wasted time loading web pages. Additionally, they may be used to personalize your web surfing experience. Many E-commerce sites use cookies to help them identify which pages their customers visit most, which products are viewed or accessed the most, as well as many other important pieces of data they use to personalize your web browsing experience.

We implement "cookies" on our site so that as you select items to purchase, information about that item is stored for use on the order form or your saved cart. Additionally, when you login to your account, a "cookie" is created so that you do not have to reenter your name, address, etc... when you complete our online "SECURE" order form. Cookies also give you access your Saved Cart or a Previous Order. Cookies are essential for the shopping cart to function properly. The cookies we use do not give us any personal information about our customers, but they do tell us which pages they encounter errors or bugs on. This helps us correct problems, and keep providing product pages people are interested in.

Furthermore... Cookies are designed to enhance your web browsing experience, and as long as the site you visit is reputable, will cause no harm to your system. Under normal, everyday surfing of the Internet, cookies do not harm your system.

It is a good idea however, to periodically clear your "Temporary Internet Directory" this can be done in Internet Explorer by clicking "tools" then "Internet options" then under Temporary Internet Files, click "delete". For Netscape or other browsers, see your browser documentation.

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Security Protection
Any payment information you provide us with, is filtered through and encrypted using the latest 128 bit or greater secure encryption. Our "Secure Certificate" (SSL) is issued by GeoTrust, a leading provider of web security certificates. Nature's Garden has purchased a private certificate, which is applied directly to the Nature's Garden website.

At the time of your order submission, you will automatically be E-mailed a receipt for your transaction. This receipt will contain NO INFORMATION about your payment.

We will also be E-mailed notifying us you have placed an order. We must then log on to a database located on our secure server. This database is accessed through 2 "secure checkpoints" using 2 distinct log-in ID's and 2 distinct passwords. Any attempt to access this information without providing those 4 different items in their correct order, will lock out the person trying to access this information.

Additionally, any payment information you provide us with, is further encoded in the database itself, and we are the only ones capable of accessing that information.

While most online stores keep your payment information in their database, our payment database deletes this information when order processing is completed.

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Privacy Policy
It is the strict policy that under no circumstances do we sell or give away any information you provide us with to any outside or third parties. We keep in the strictest confidence, any information you provide us with via E-mail, through our Online Store ( via order submission, form submission, etc.), written, phone, mail, or any other form of transmission. This information is limited to our company use only for filling your order and/or for periodic offers and information we will send to you via E-mail from time to time, if you have chosen to subscribe to our mailing list. WE ALONE maintain this data and do not sell it, give it away, or share it with any unauthorized persons, companies, etc.

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Retrieving Previous Orders
If the situation should arise that you wish to reorder an item/items you have previously purchased from us, you can go to the "my account" link on the top of each page. This link will only be visible to those of you who have ordered from us in the past, and have not deleted the "cookie" left in your browser by our order process. The link will bring you to a log-in window, where you will put in your user name and account password. It will then bring up a record of all orders previously purchased by you.

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