Shipping policy
Shipping Policy
This Shipping Policy explains how Scentora processes, ships, and delivers orders placed through our website.
By placing an order with Scentora, you agree to the terms below.
Order Processing
Orders are processed after payment has been successfully authorized and verified.
Processing may include payment confirmation, fraud review, inventory allocation, order preparation, packing, labeling, and handoff to the shipping carrier.
Most orders are processed within 1 to 4 business days. Processing times may be longer during high-volume periods, promotional events, holidays, supplier delays, payment reviews, fraud checks, or circumstances outside our control.
Business days do not include weekends or public holidays.
Placing an order does not guarantee same-day shipping.
Shipping Confirmation
Once your order has been processed and shipped, you may receive a shipping confirmation email with tracking information.
Tracking updates may take time to appear after the carrier receives the package. Delays in tracking updates do not necessarily mean the order has not shipped.
Customers are responsible for monitoring tracking updates and delivery notifications after the order has been dispatched.
Shipping Times
Estimated delivery times may vary depending on the shipping destination, carrier availability, order volume, customs processing, weather, holidays, operational delays, and other factors outside our control.
Delivery estimates are not guaranteed unless explicitly stated at checkout.
Scentora is not responsible for carrier delays, customs delays, missed delivery attempts, local delivery disruptions, or delays caused by circumstances beyond our reasonable control.
Shipping Address
Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.
Please make sure your shipping address includes all required details, such as apartment number, suite number, unit number, building name, postal code, and correct contact information.
Scentora is not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to incorrect, incomplete, outdated, or undeliverable customer-provided information.
If an address error is discovered after placing an order, contact us as soon as possible at:
We will do our best to assist, but we cannot guarantee that an address can be changed once an order has been processed, packed, shipped, or handed to the carrier.
Failed Deliveries and Returned Packages
If a package cannot be delivered due to an incorrect address, incomplete address, unavailable recipient, refused delivery, failure to collect the package, or any other customer-related issue, the package may be returned to sender, abandoned, delayed, or disposed of according to the carrier’s policies.
Shipping fees are non-refundable for failed deliveries caused by customer-provided information or customer inaction.
If an order is returned to us and is eligible for reshipment, additional shipping fees may apply.
If the package is not returned to us, we may be unable to issue a refund or replacement.
Refused Deliveries
Customers should not refuse delivery without first contacting Scentora.
Refused packages may be delayed, lost, returned, abandoned, or subject to additional carrier fees.
If an order is refused at delivery, original shipping costs, return shipping costs, handling fees, processing fees, customs charges, and any carrier-imposed fees may be deducted from any eligible refund.
Refusing delivery does not automatically qualify an order for a refund.
Delivered Packages
Once a package is marked as delivered by the shipping carrier, the order is considered delivered.
Scentora is not responsible for packages that are lost, stolen, misplaced, damaged, or removed after delivery confirmation.
If tracking shows that your package was delivered but you cannot locate it, we recommend that you:
-
Check around your delivery location;
-
Ask household members, neighbors, building staff, reception, mailroom, or front desk;
-
Check nearby secure delivery points;
-
Contact the shipping carrier directly;
-
File a claim with the carrier if available.
We may assist with available tracking information, but we are not responsible for replacing or refunding orders confirmed as delivered by the carrier.
Lost Packages in Transit
If tracking indicates that a package may be lost in transit before delivery, contact us at:
We may review the tracking history, contact the carrier where possible, and determine the appropriate next step.
A package is not considered lost simply because tracking has not updated for a short period. Carrier tracking may pause or update slowly during transit, especially during high-volume periods, long-distance shipping, customs processing, or carrier network delays.
If the carrier confirms that a package was lost before delivery, we may offer a replacement, store credit, refund, or another reasonable resolution at our discretion.
Damaged Packages
If your package arrives visibly damaged, contact us within 48 hours of delivery.
To review the issue, we may require:
-
Your order number;
-
Photos of the outer shipping package;
-
Photos of the shipping label;
-
Photos of the damaged product;
-
Photos of any damaged packaging, seals, boxes, or protective materials;
-
A clear description of the issue.
Claims submitted without clear supporting evidence may be denied.
Please do not discard the product, packaging, shipping box, or protective materials until the claim has been reviewed.
Incorrect or Missing Items
If you believe your order contains an incorrect item or is missing an item, contact us within 48 hours of delivery at:
Please include your order number, photos of the items received, photos of the package, and a clear description of the issue.
We reserve the right to verify all claims before approving a replacement, refund, store credit, or other resolution.
Claims may be denied if they are submitted late, unsupported, inconsistent with fulfillment records, or appear fraudulent or abusive.
Multiple Shipments
Orders containing multiple items may be shipped separately depending on availability, warehouse location, packaging requirements, or logistics conditions.
If your order is shipped in multiple packages, items may arrive on different dates.
Separate shipments do not mean that an item is missing or canceled.
Shipping Restrictions
Some products may be subject to shipping restrictions due to carrier rules, fragrance regulations, alcohol content, aerosol restrictions, customs requirements, import laws, or local delivery limitations.
We reserve the right to cancel, modify, or refuse orders that cannot be shipped safely, legally, or reliably to the provided destination.
If an order cannot be shipped, we may issue a refund to the original payment method.
International Shipping
International orders may be subject to customs inspections, import rules, duties, taxes, brokerage fees, handling fees, local delivery charges, or other costs imposed by customs authorities, governments, or carriers.
Customers are responsible for any applicable customs duties, import taxes, local fees, or charges required by their country.
Scentora is not responsible for customs delays, customs rejections, import restrictions, confiscations, failed clearance, or additional charges imposed after shipment.
If an international package is refused, rejected, abandoned, returned, or destroyed due to customs issues, unpaid duties, import restrictions, or failure to provide required information, the customer may not be eligible for a refund of shipping fees or related costs.
Carrier Responsibility
After an order is handed to the shipping carrier, delivery timing and handling are subject to the carrier’s processes, scans, routing, and operational conditions.
Scentora is not responsible for delays, missed scans, incorrect tracking updates, delivery attempts, rerouting, carrier holds, service interruptions, or local delivery issues caused by the carrier.
We may assist customers with available information, but final delivery handling is controlled by the carrier.
Order Changes After Shipment
Once an order has been shipped, we cannot guarantee any changes to the delivery address, shipping method, delivery instructions, or recipient information.
Customers may need to contact the carrier directly for delivery changes, holds, pickup options, or rerouting requests.
Any additional fees charged by the carrier are the customer’s responsibility.
Shipping Fees
Shipping fees are calculated and displayed at checkout when applicable.
Shipping fees, handling fees, priority processing fees, and shipping protection fees are non-refundable unless required by applicable law or unless the issue was caused by an error confirmed by Scentora.
If an order qualifies for free shipping, the shipping cost may still be deducted from any eligible refund if the order is returned, refused, canceled after processing, or failed due to customer-related reasons.
Risk of Loss
Risk of loss transfers to the customer once the package is confirmed as delivered by the shipping carrier.
For packages lost in transit before delivery confirmation, we will review the matter according to this Shipping Policy and the carrier’s investigation process.
Force Majeure
Scentora is not responsible for shipping delays or failures caused by events beyond our reasonable control, including but not limited to weather conditions, natural disasters, customs delays, carrier disruptions, labor strikes, supply chain issues, pandemics, government actions, technical failures, transportation interruptions, or high-volume seasonal delays.
Contact Us
For shipping questions, delivery concerns, or order support, contact us at:
Please include your order number, the email used at checkout, and a clear explanation of your request.