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Frequently Asked QuestionsWhat should I do if my candles arrive melted? We assure our customers never need to worry about melted product with our 100% Warm Weather Worry Free Shipping Policy. Every order receives an ice pack to help prevent damage during shipment. Scents & Sprays reserves the right to delay shipping on Fridays to help ensure candles will not sit over the weekend. Should any product arrive damaged please contact customer service at (866)515-2058. How can I check the status of my order? Normally you will receive an email confirming that we have received your order within just a few minutes of placing your order online. Once your order has shipped, usually the same business day, you will receive another email with your tracking number. This tracking number will not be valid until FedEx has accepted the packages from us. This typically happens daily at 6pm Pacific Time. Please call us toll free at (866) 515-2058 if you have any other questions about your order. What are your Customer Service phone hours? Please call us toll free at (866) 515-2058. Our hours are 9am - 6pm Pacific Time, Monday through Friday. Is there any way to receive free shipping? Absolutely, simply enter the coupon code “FREESHIP” to receive Free Fedex Ground Shipping on all orders over $99! This promotion applies to orders in the continental United States only. Orders shipped to Alaska and Hawaii pay an additional surcharge on all orders. What are my shipping options? We have a variety of shipping options available to our customers. Flat rate shipping is available for $8.95 when you select our Fedex Ground Saver on shipping within 6-8 days. For only $3.00 more, you will receive FedEx Ground Priority with guaranteed delivery in 4-6 days. If you need your order faster, we offer FedEx Rush delivery and FedEx overnight shipping. Please select the shipping option at checkout to find out the rate. Do you accept checks / money orders? Unfortunately, we do not accept checks or money orders at this time. Currently we accept PayPal as well as Visa, Mastercard, American Express and Discover. When will I be charged for my order? All orders are charged at the time the order is placed. Will I need to pay sales tax? Sales tax will only be charged in Nevada and Texas. Do you sell wholesale? Scents & Sprays is a retailer of multiple luxury fragrance brands. We do not offer any of our products at wholesale prices. How can I receive promotions, sales and discounts? Scents & Sprays runs many special promotions and discounts. All promotions will not be applied to Diptyque or Nest fragrances. Please check our site regularly for sales. We also offer promotions to our email fans. Sign up today to receive exclusive deals! How do I Report Damaged or Missing Products? Please contact us toll free at (866) 515-2058 or use our online Customer Service Form. How do I cancel my order? Order cancellations must be received before the order has shipped. Please call us toll free at (866) 515-2058 to cancel your order. How do I ship to an APO/FPO or PO Box? Unfortunately we are unable to ship to these address types at this time. Please ship your order to an address that can accept FedEx deliveries. You may then forward the order on to the APO/FPO or PO Box. How do I ship to countries other than the United States? 
International orders are handled by InternationalCheckout.com. Please place your order via our website and choose the International Checkout option. Any questions can be directed to support@internationalcheckout.com or InternationalCheckout.com.Scents & Sprays Policies FedEx Delivery Manager allows you to work directly with FedEx to change delivery dates ($5), delivery addresses ($5), or request a two-hour delivery window ($10)! This can all be handled by you directly, either online or via phone (1-800-GO-FEDEX).Right to Reject or Refuse Orders Scents & Sprays reserves the right to reject or refuse any order, for any reason. Customer will be notified by email and no charges will be made to the customer's credit card. Signature Required Policy Signatures may be required on orders of any size, although we typically do not require signatures for orders under $100. Please contact FedEx to complete a signature waiver form if you do not wish to sign for your package. Contact FedEx at 1-800-GO-FEDEX, or 1-800-463-3339. Return Policy If you are not completely satisfied with your purchase, please contact us toll free at (866) 515-2058. All returns must receive prior authorization from Scents & Sprays. Returns are subject to a 20% restocking fee. Shipping fees will not be refunded. The customer must return the item(s) at his/her own expense. Return requests must be received within 15 days of the original ship date to be eligible for authorization. Candles may not be returned once they have been burned. To process your return, please follow these steps: -Note: Burned candles may not be returned for any reason. 1) Call or email Scents & Sprays to receive Return Authorization. No returns will be accepted, for any reason, more than 15 days after the original ship date to the customer. 2) Carefully package the product(s) using the original packaging. 3) Carefully place the product(s) into a secure box for shipping. Be sure to include 4 to 6 inches of UPS or FedEx approved cushioning around each product to protect against damage during transit. 4) Visit your nearest FedEx or UPS location and ship the return to the address below. Customer is responsible for the cost of return shipping. Be sure to purchase adequate shipping insurance to protect the product(s) during transit. Customer is responsible for claiming any damage to either FedEx or UPS. Damaged return products will be made available for inspection to FedEx or UPS officials only, and will be discarded 15 days after receipt. Scents & Sprays Returns 2651 Crimson Canyon Dr. Suite 120 Las Vegas, NV 89128 Upon receipt of your return, we will: 1) Inspect the contents to ensure that the product(s) are the same products that were shipped to you, are in excellent condition, and are able to be resold. 2) If the product(s) are returned per this policy, we will issue a refund for the cost of the product(s) only, less a 20% restocking fee, and less any discounts or concessions that were given, including a $6.95 fee for shipping. If the products do not meet the conditions above, you will be contacted via email and no refund will be issued. Customer must send a prepaid UPS or FedEx call tag within 5 business days to pickup products that are ineligible for return, or products will be discarded. 3) Refunds will be issued to the same method of payment that was used to make the purchase. Notes about Returns: 1) Burned candles cannot be returned for any reason. 2) Returns sent without authorization will not be refunded. Customer must send a prepaid UPS or FedEx call tag within 5 business days to pickup unauthorized products, or products will be discarded. 3) All returns are subject to a 20% restocking fee. 4) Products that are returned in a condition that renders them unsellable are not eligible for a refund. Customer must send a prepaid UPS or FedEx call tag within 5 business days to pickup ineligible products, or products will be discarded. 5) Bath and Body products cannot be returned for any reason due to health concerns. 6) Any product that is sealed cannot be returned for any reason once the seal is broken. Exchanges To exchange your item(s), please call us toll free at (866) 515-2058. Items may be exchanged only with prior authorization. Customer must ship the items back to Scents & Sprays at his/her own expense. Replacements will be shipped to the customer for a flat fee of $6 upon receipt of the original items. Exchanges must be received within 15 days of the original ship date, in the original packaging, in new condition. International Orders International orders are handled by InternationalCheckout.com. Please place your order via our website and choose the International Checkout option. Any questions can be directed to support@internationalcheckout.com or InternationalCheckout.com. Fraudulent Order Policy If you have a charge on your credit card from ScentsandSprays.com, but do not recall placing an order with us, please contact us via telephone, during our regular business hours, within 45 days of the original charge. We will work with your credit card company, law enforcement, FedEx, and other resources to ensure a full refund is provided to you. Claims or chargebacks submitted more than 45 days after the original charge cannot be claimed to our insurer and cannot be refunded by us. Refused Delivery Policy If an order is placed with ScentsandSprays.com and shipped to the address provided, but delivery is refused or otherwise not accepted, the order will be treated as an unauthorized return and will be subject to the Return Policy that is detailed herein. Orders Delivered To Front Door By ordering from ScentsandSprays.com, you agree to actively track the shipment of products to your delivery address, using the FedEx tracking number that we provide via an email from ScentsandSprays.com, an email from FedEx, and the ScentsandSprays.com Order Status System. It is the customer's responsibility to confirm that the shipment arrived and was delivered to the delivery address. ScentsandSprays.com has no way to know if there is a problem with delivery, nor does it have the ability to resolve the delivery issue, as that is the responsibility of FedEx. FedEx takes full responsibility for delivering your shipment to the address provided, but the customer is responsible for securing the delivery, either by being available for in-person delivery or by retrieving the package from the Front Door or other safe/secure drop off location, as deemed appropriate by the FedEx Driver. Orders that are marked as Delivered by FedEx that Customer claims to have not received must be claimed to FedEx for insurance reimbursement. The phone number to FedEx is 1-800-GO-FEDEX. Reasonable Attorneys Fees and Sovereignty Customer agrees to pay all reasonable attorneys fees associated with any legal matters that arise out of placing an order on ScentsandSprays.com, regardless of the outcome of such claims. Additionally, Customer agrees to be bound by the rules and law of the State of Nevada, County of Clark, without the use of the Nevada choice of sovereignty provisions. Special Orders If you wish to customize your order, place a bulk order, or have special shipping instructions, please call us toll free at (866) 515-2058 and we will gladly assist you. Please note that special orders may not be returned, exchanged, or otherwise refunded. Scents & Sprays Cares About Our Environment Scents & Sprays actively encourages environmental stewardship and conservation of our precious natural resources. We only use 100% recycled packing peanuts. We participate in a company-wide recycling program and strive to reduce the amount of waste we produce. |
