FAQ

ORDERS + SHIPPING

Please allow 1-3 business days to process and ship orders. Once shipped, orders should arrive within 5-7 business days within Canada and 5-14 business days for 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 currier. We apologize for any unforeseen delays on their behalf.

Standard shipping is free on orders over $60 within Canada and the US (before taxes and applicable discount codes). On orders less than $60, Standard 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 unfortunately not offering international shipping at this time and we ship to Canada and the US exclusively.

We use both UPS and Canada Post for shipping within Canada. When crossing the border, USPS is the currier used.

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.

Unfortunately, we are unable to ship to PO Boxes at this time. If you have accidentally entered a PO Box into your shipping address, our customer service team will reach out to you as soon as possible to see if there is an alternative address to use.

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.

If you haven’t received a shipping confirmation email after several days, check your email junk folder as the notification may have been filtered through there. Please note that our processing time may be increased up to 7 days under certain circumstances such as high volume sales and holiday seasons. We thank you for your patience and appreciate your understanding.

If you reach out to our customer service team-service@scentuals.comas soon as possible and within 24 hours of it being placed, we should be able to cancel your order before it is processed and shipped. We will do our best, but we cannot guarantee an order will be able to be canceled after it was placed. Please view our returns page if you wish to proceed in returning the order to us for full money back.

Please reach out to customer serviceservice@scentuals.comand 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 currier 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.

We use both UPS and Canada Post to deliver orders. If you’re not at home, they may leave you a notice card to pick it up at the nearest post office, or they may leave your parcel in a sheltered spot that can’t be seen by people passing by. Canada Post calls this aSafe Drop.

We happily offer 3 free product sample sachets included in every order. Our sample sachets  are subject to availability and cannot be guaranteed as they are distributed at random.

It might have been prematurely scanned as “delivered” as it was put on the delivery truck. If you don’t see the order by the end of the day, check where any parcels may possibly be left. If the mail carrier couldn’t contact you, you’ll find a note instructing you to pick up your parcel at the nearest post office.

If it’s been two business days, call the post office. If your package can’t be located, call us and we’ll take care of filing a lost parcel claim with the shipping partner.

Call your nearest post office to see if your parcel is there. The driver may be in the process of dropping off your parcel and returning the following business day to put the card in your mailbox. If it’s been 2 business days since it should have been delivered, please contact our customer service team to discuss further.

RETURNS + REFUNDS

We really stand behind our products and we want you to be happy with your purchases. If not 100% satisfied, we have a hassle-free 60 day return policy which allows you to return the item(s) within 60 days of original purchase date. To do so, simply reach out to our customer care team-service@scentuals.comand explain the situation and we will do our best to ensure we resolve the issue to your satisfaction.

Please reach out to our customer care team first, when wishing to make a return. 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 and are permitted to use whichever currier they wish. Once the package has been received, we will issue the refund or store credit as discussed accordingly.

Our return policy requires all products purchased from a different retailer, have the issue resolved and the return processed at the same retailer. We are unable to provide refunds or exchanges for products purchased from anywhere other than scentuals.com.

All we require with returns is your order number accompanying the package so we can ensure you receive the refund correctly.

In following our risk free 60 day guarantee policy, if you try our products and aren’t completely satisfied, please reach out to our customer care team and we will happily do all we can to resolve the issue to your satisfaction.

No, we can only refund the same credit card that was used for the original purchase.

To process a refund, we’ll need the order number or name of the purchaser to see the history details for verification. We can only issue a refund to the person and credit card of the original purchase. As the recipient, you can either exchange the item or return it to us to receive the purchase value in the form of a Scentuals e-giftcar