Frequently Asked Questions
Shipping & Delivery
Please allow 1-3 business days to process and ship orders.
Once shipped, orders should arrive within 2-7 business days within Canada and 3-10 business days in the US.
Please note that once a package has left our facility, all delivery updates and estimates are out of our hands and are controlled by the courier. We apologize for any unforeseen delays.
Standard shipping is free on orders over $60 within Canada and the US (after any discounts or promotions & before any applicable taxes).
Flat rate shipping costs $10.
All of our products are formulated, produced, packaged and shipped from our facilities in Burnaby, British Columbia, Canada.
We love our international customers but due to heightened costs, we are not offering international shipping at this time.
Although we do not charge taxes on US orders, they are subject to possible duty or import charges when crossing the border. If the order is randomly selected and import taxes are required, the customer is responsible for payment in full. If the customer declines the charge, the order will be returned to our facilities and once received, we will issue a refund for the items. Please note in rare situations like this, the original shipping fee from the order may be withheld from the refund.
UPS and Canada Post for shipping within Canada & the US.
Unfortunately, we are unable to ship to PO Boxes at this time. If you have accidentally entered a PO Box into your shipping address, please email us at firstname.lastname@example.org immedieatly with a new address to ship to.
Once an order is placed, it will take approximately 1–3 business days to process before being shipped. Once an order has left our facility, we send a shipping confirmation email with a tracking number. Please note that tracking numbers may show no movement for up to 7 days. Please reach out to our customer care team if you have issues or questions regarding the tracking number provided.
Reach out to email@example.com and provide your order number to ensure the package has in fact left our facilities. If it has already shipped with the incorrect address, we suggest you reach out to the courier and request an alternate address or post office be selected for delivery. If the order is returned to our facilities, we will update the address and reship as soon as possible. Please note that due to the initial error, an additional shipping fee may be required.
Returns & Refunds
Return any product within 30 days for a full refund. Please note, any shipping costs are non-refundable.
We stand behind our products and we want you to be happy with your purchase. If not 100% satisfied, please email us at firstname.lastname@example.org.
We are unable to provide refunds or exchanges for products purchased from anywhere other than scentuals.com.
Please reach out to our customer care team before returning anything.
We require all returns be sent back to us in the same or similar manner you received them in and the order number by present with the package. Please note that the customer is responsible for the costs of shipping. Once the package has been received, we will issue the refund or store credit as discussed accordingly.
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