Shipping
WHAT’S THE EXPECTED DELIVERY TIME?
All orders are shipped with USPS standard ground shipping which can take 3-10 business days to be delivered from the first tracking movement. All Scentaura products are ineligible for air freight (due to flammable goods limitations by the IATA).
HOW DO TRACKING UPDATES WORK?
Once an order gains tracking information, it is guaranteed that it has left our warehouse.
Our carriers do NOT scan each package upon pick-up at the warehouse, so the first tracking update and the scan will come at the carriers' origin facilities. These updates often take several business days to occur.
You can subscribe to order updates; this will help you get email notifications for orders when the tracking information is updated.
HAVEN’T RECEIVED YOUR ITEMS?
The carriers we use ship millions of packages a day. Unfortunately, some issues can arise from time to time, such as loss of tracking, delayed tracking, etc. Most of the time, the items are recovered and delivered, but if a package is lost, we can help you with the claims process and, in most cases, get your order resent instantly.
If you believe your package is lost and you have not received tracking updates for at least 20 days, please send us an email at info@scentaura.us (include your order number) and we'll try to resolve the issue as quickly as possible.
Please note that claims of packages that got lost in transit must be made within 90 days from the shipping date to be honored with a refund or replacement.
CAN SCENTAURA SHIP TO PO BOXES?
No. Due to the flammability specifications of the product, couriers do not permit shipment to P.O. Boxes. If a customer enters a P.O. Box, the courier service will return the shipment, and the customer will be responsible for the cost of a second shipment.
DID YOU ENTER AN INCORRECT SHIPPING ADDRESS?
It is the customer's responsibility to confirm, before placing their order, that the designated shipping address is accurate. Any orders whose shipping address was incorrectly entered, resulting in couriers’ inability to deliver, will be subject to an additional shipping charge ranging from $4 to $30 based on original order size.
We typically process our orders and prepare shipment within hours after an order is placed, thus it is not possible for us to alter a confirmed shipping address. If the customer entered an incorrect shipping address, it is best practice to contact the courier with your tracking number to update the shipping address.
Should the customer wish to receive a full refund for an unsuccessful delivery, Scentaura will refund 100% of the product value less the applicable shipping and 15% safety restocking fee. Should an order be delivered successfully to an incorrectly entered address, and Scentaura is unable to recover the delivered products, then a refund for either the products or shipping will be unavailable.
MY TRACKING NUMBER SAYS MY PRODUCT IS DELIVERED, BUT I DIDN’T RECEIVE IT. WHAT DO I DO?
Once a shipment is "confirmed delivered" by the courier, we (Scentaura) can no longer accept refund requests, or inquire as to the order status. If the customer has a shipment that has been confirmed delivered, yet they are not in receipt of the product, it is the customer's responsibility to contact and file a claim with the courier. You should contact the courier so that they can provide you further information on where your order was scanned upon delivery.
Please note that it is the customer's responsibility to ensure the destination address is secure to receive packages. We provide a tracking number to ensure the receiver is at the location on the day of the delivery to locate the package.
CAN I MODIFY THE SHIPPING ADDRESS OF MY ORDER?
Once an order is successfully placed, we can only modify the shipping address if this hasn’t been picked up for fulfillment. If a package has been picked up for fulfillment or shipped, we can no longer modify the shipping address provided during checkout.
