FAQs

Our FAQs section is designed to provide our customers with quick and easy access to information about our products and services. Whether you have a query about shipping and delivery, payment options, or product specifications, you will find the answers you need here.

Our FAQs section offers you the opportunity to be proactive in addressing any potential questions or concerns you may have about our products and services. We strive to make the purchasing process as smooth and convenient as possible, and our FAQs section serves as a valuable tool to help achieve this goal.

Please take a few minutes to browse our FAQs section and find the answers to your questions. Our goal is to provide you with the best possible customer service experience!

If you cannot find the information you are looking for, please reach out to our customer service team by email.

1. Do you ship orders everyday?

Yes, we ship orders out daily. Our warehouse is open Monday to Friday and processes orders from 9 a.m. to 4:00 p.m. daily. With our store you can shop online 24-7. We are closed on national holidays, and do not process orders on these days. Our shipping is also subject to our shipping partner’s availability and hours of operation. We use USPS, UPS, FedEx and DHL.

2. When can I call the Scented Expressions’ Team?

Customer service is available by phone Monday through Friday from 9am to 10 am., Eastern Standard Time. We check our emails and social media messages throughout the day. Feel free to reach out through one of these mediums!

3. What are Scented Expressions’ warehouse hours of operation?

The warehouse center picks, packs and prepares shipment of orders from 7:30 a.m. to 4:00 p.m. UPS typically picks up boxes packed once a day with their last pickup time at 4 p.m.

While customers may receive an email that their order has shipped, the freight trucks carrying your box may not arrive at the UPS terminal until after 6:00 p.m. We suggest accessing UPS tracking after 7:00 p.m., Eastern Standard Time.

4. What are processing times?

Processing time is the amount of time it takes to process your order for shipment after your order has been placed. Processing times start the next business day.

5. When does SES ship orders?

We ship Monday through Friday 9am to 4pm.

Please Note: Our pick up times are Monday through Friday at 11am for USPS packages. For UPS pick up times are Tuesdays, Thursdays and Fridays at 4pm. Please allow at least 48 business hours for your tracking to update as pick up scans are out of our hands. Just because it states a label has been created with no further movement, does not mean your package hasn’t left our facilities.

6. How long is SES’ processing times?

Processing orders takes between 2-5 days. However, this time may increase during peak seasons. During the holidays, we recommend our customers to submit their orders as early as possible in order to get their packages on time. Please note that processing times will vary depending on current order volume. We sincerely appreciate your business, and your patience.

Thanks to our terrific team here, our processing time keeps improving! We strive to process all orders as quickly as possible. Approximate processing times are displayed, in business days, on our home page.. Business Day 1 is the business day after your order is placed.

7. Can I cancel my order after it has been placed?

After orders are placed we do not allow cancellations. We review cancellations on a case by case basis. There will be a max of 35% restocking fee on any cancellation. See our About Us page for terms and information on cancellations and returns.

8. When will your local store pick up option be available again?

We will no longer support local pick up.

9. Can I add to my order after it has been placed??

No, once an order is placed we can not add, subtract, or substitute any items in that order. During checkout you have to accept these terms prior to being able to complete your payment. We do not cancel orders due to items being forgotten.

10. Do you offer discount codes?

Yes throughout the year we offer special discount codes! We typically share these on our social media accounts, so please follow us at Scented Expression’s community on Facebook! Please remember that it is the responsibility of the customer to add their discount code during checkout. We cannot apply a coupon or discount code to completed orders. We do not refund, credit, or cancel orders due to a coupon not being used.

11. Can you change my address after my order is placed?

No, we can not change the address on any order. We encourage our customers to double check their addresses, prior to completing their purchase. 

Please read all messages when checking the appropriate boxes during checkout. Payment processing chosen during checkout prevents the option to change any shipping address

Please remember it is crucial that you make sure you put the correct address on your order. On rare occasions, due to unforeseen events such as you not being able  to accept a parcel or a shipment, we will make exceptions to this rule – this is completely under our discretion. If this is the case, you need to contact us immediately to let us know what to do. If we change the shipping address, please ensure someone is able to receive the order.

All return charges will be the sole responsibility of the customer. Additionally, if your order has already shipped, there is a change of address fee of $20.

12. Do Scented Expressions accept returns?

Due to the nature of our products we do not accept returns. 

If an order ships it can not be returned for a refund or store credit. When a package is returned to us it will be disposed of. If you can not accept a package and it is returned to us it can not be shipped back to you. It will be destroyed as unsalable merchandise.

If you order something and it has shipped and it was not our mistake there are no returns or refunds given. There are no exceptions.

13. When I am placing my order, is there anything else I need to think about?

Yes, two important things to remember; you must make sure that the address you are shipping to is accurate and that there will be someone there to accept the order. We currently do not accept returns, and there will be no refunds on orders during this time. We can not accept any returns of any packages. If a shipment, or package, is returned to us it will be marked as unusable merchandise and be destroyed. You will have to reorder.

14. Why isn’t my order showing up in my account?

You must log into the email account you want associated with your orders. If you place an order prior to signing in the order will not show up once you log into your account.

15. Do you provide copies of my orders?

When you place an order we send an automated email containing a copy of your order. It is recommended that you retain a copy for your records. We are not responsible for providing copies of an order outside of our confirmation emails.

16. Can I request special packaging instructions, stickers, labels, to prevent leakage, damage?

We heat seal all product bottles to prevent liquids from spilling out during transit. Other products are in either double zipper 4ml thick bag or heat sealed bag to prevent powders from spilling out. All orders are packaged per shipping standars accepted by the shipping companies with peanuts, air pilllows, or packaging paper. We do not provide any box stickers on the outside of packages. USPS may charge for any special handling stickers added to packaging with fees up to $12.95

17. Why does my tracking number show “In transit/Arriving late”?

All notes in the tracking are from the carrier chosen at the time of checkout. If your package is marked “arriving late, in transit, awaiting, etc.” by the carrier, you must contact them as we do not physically deliver or move your package through our shipping networks.

We are unable to edit a carrier issued tracking number and are not able to add notes to a carrier after the tracking has been issued.

18. Why is my order taking so long to arrive? / Why isn’t my tracking number updating or showing movement?

Unfortunately the speed at which your order is delivered to you is not in our control once it leaves our  facilities. The carrier moves your package through their shipping network and may not always scan in stops along the way – causing it to look like it has halted in transit. Please do not worry, your package will eventually arrive but it just may take longer. 

19. My tracking shows delivered but I can’t locate my order, what do I do?

Contact your local post office and speak with a supervisor who can contact the mail carrier, UPS or  designated carrier immediately. Once your package leaves our fulfillment center, the carrier that was  chosen at checkout holds full liability of said package.

We are not responsible for lost, missing, stolen or damaged packages/products. We do offer signature delivery to ensure your package arrives at the correct destination.

20. What’s the status of my order?

You may log into your online account with us using the email attached toyour order. There you can find any order attached to that email, it’s status and any tracking information

21. I left delivery instructions during checkout that wasn’t followed, who do I need to contact?

Since we are not a shipping company we are unable to leave delivery instructions when shipping your order. You must sign up for shipping accounts with the corresponding shipping companies in order to leave delivery instructions, i.e. USPS, UPS, and Fedex. The corresponding address must match the address entered during sign up in order to control deliveries or leave delivery instructions.
USPS: https://faq.usps.com/s/article/USPS-Delivery-Instructions-The-Basics
UPS: https://www.ups.com/us/en/track/ups-my-choice.page
FEDEX: https://www.fedex.com/en-us/customer-support/faqs/receiving/delivery/how-to-add-delivery-instructions.html

22. What happens if I get charged multiple times and don’t have an order number?

If you did not receive an order confirmation, no order was generated. We did not withdraw funds from your account. It may show on your bank account, but we did not. This is a pending transaction only. Every time you use your credit card, you are authorizing the card to be used. Unfortunately, the card declined, failed on our end. Most likely, the address on the card does not match the billing address (where you receive mail). Please check with your bank that they match. Any charges pending will be credited back on to your card within a few days by your bank only.

Please also check with them directly that it has been done. Email [email protected] if you require a letter to show your bank.

23. Can I get COA/MSDS/IFRA Information? 

Please send your request to [email protected] if the requested documents are not  provided in their listings. Provide the order number and product name(s).

Please Note: We will not be able to provide  information if the order is over three months and it must be purchased from us directly.

24. Can I duplicate your fragrances? 

25. What do I do if my package arrived leaking or damaged?

Please photograph the package from all angles: all four sides, the top, the bottom, the label, and the seal on the bottom. Take pictures as you open the package and capture an image of any damaged items with the lid removed, placed on a scale to show their weight.

For bottles: Do not discard any packaging. All packaging must be kept incase the shipping company requests a package inspection.