General Ordering and Shipping Policies:
Finalizing your order:
We cannot make any changes to an order once it has been placed. Please check you order carefully before you submit it. Orders cannot be cancelled under any circumstances after they are placed.
Returns and Exchanges:
We do not accept returns or exchanges. All items are final sale, even if unopened.
Damaged Products or Order errors:
In the event that your product arrives damaged or if we have made a mistake in the fulfillment of your order, we will gladly replace the damaged products or re-ship you the correct products. Please advise us via email at firstname.lastname@example.org within 3 days. If you are reporting a damaged, leaking, or in any way defective product, kindly include a picture of the damaged product and packaging.
All of our ingredients come from natural sources and are subject to variations in color, texture and aroma. The variances from batch to batch are normal and are not regarded as defects in the product quality.
We will email you if we discover a payment problem when we process your order. If we are not able to reach you within 14 days, we reserve the right to cancel the order. We do not store credit card information so we are not able to add additional items to an existing order.
Sometimes a product is available at the time you place your order, but then becomes out-of-stock by the time your order is received. We will notify you in this rare case.
Shipping fees are calculated by the carrier and passed directly on to you. We do not add any handling or administrative fees to the shipping costs. What you pay is exactly what we pay to the carrier.
We cannot be held responsible for any theft or damage that occurs if your package is delivered when you are not home. Customers are responsible for any shipping or handling charges that are incurred if a package is refused or returned because no one was able to accept it. Customers are also responsible for paying a reship fee if a shipping address is entered incorrectly.
Additional Shipping Charges:
You are responsible for any additional fees charged by the shipping carrier for address corrections. These fees are charged when packages are missing suite numbers, addresses contain typos including zipcode errors, or contain any other incorrect information that is missing or inaccurately supplied by the customer within the "ship to" area of the order form.
Orders placed online are generally shipped within 2-3 business days. Processing times are subject to change based on order volume and changes and or delays will be posted on the website. Telephone orders may take longer to process and ship. Please consider our processing time when selecting your shipment method, as the quoted shipment time is the time it takes after the package leaves our warehouse.
International Customers and Brokerage/Customs Fees:
International customers are responsible for any and all customs duties, taxes, and brokerage fees that a shipment may incur. We are not able to determine the amount of these fees before shipping to you. Any shipment returned to us due to rejection by customs will not be refunded. Please familiarize yourself with your country's import restrictions/requirements prior to placing you order.
If you order any custom package that requires a choice of scent and you do not specify the scents that you'd like, we will contact you by email and telephone. If we do not hear from you within 48 hours of our communication, we will substitute best sellers.
We reserve the right to change any of our policies at any time.