Shipping Guarantee & Refund Policies
If you have absolutely ANY ISSUE WHATSOEVER with your order, please give us the opportunity to make it right for you. We answer all emails within 1-24 hours at shopkeeper at spiritualscents dot com. We can be reached from 10:00AM - 5:00PM, CST/CDT, Monday - Friday at (773) 236-8154, and Saturdays from 11:00AM - 4:00PM. A real person will answer the phone and we will work together to find a solution that leaves you 110% satisfied or we have not done our job correctly. Thank you, Keith.
Onto the details...
Not only do we ship all packages received before 3:00PM CST the SAME DAY, we guarantee you will receive your order. If for any reason, you do not receive your order, we will send it again. Whether it is lost in the mail, held up at customs, or delivered to the wrong house, we will send again if you do not receive your package. We also ship from within the United States, so you can have your package next day if you wish, without delays and extra shipping charges. All United States packages are sent with Delivery confirmation to prove successful Delivery.
- All of our packages are sent in USPS Priority Mail boxes, by either USPS or FedEx Ground.
- We send as "SpiritualScents" which is our parent company.
- Delivery takes between 1-3 business days within North America and 7-14 days internationally.
- All International orders subject to approval
- The guarantee only applies to International Orders if you choose Registered Mail.
- The guarantee does not apply to Money Order orders not getting to us on time.
- We do not ship anything to AUSTRALIA, NIGERIA, or ESTONIA.
- If we ship to BRAZIL or MEXICO, it's at your own risk!
- Offer is only valid if sending to the billing address of the cardholder purchasing the product.
- We cannot re-send your package until 14 days have passed for USA orders.
- We cannot re-send your package until 30 days have passed for International Orders.
100% Money Back Guarantee / Risk-Free Scent Guarantee
If you are not satisfied with your purchase, you may return you order for 100% refund, conditions applying. We accept returns for any merchandise if you are not satisfied, EXCEPT items that have had the safety seals broken, such as our Kama Sutra line of products, and any edible items such as edible massage oils and herbal products. By Federal law, we cannot accept returns on any item that may be ingested due to health reasons. RETURNS ARE AT YOUR EXPENSE, but we do not charge any restocking fees; you will receive a credit for the full value of whatever products you return to us in their original condition.
- All refunds will only be issued to the card used to purchase the products.
- Amount refunded is minus original shipping charges.
- At least 90% of order must be returned to us within 7 days of receipt of product.
- Call us for credit card disputes; NOT your Credit Card company; we can resolve any issue.
When your order is shipped you will receive an automated email listing your USPS or FedEx tracking number. You may use this tracking number to check your orders location and status. If you do not receive this information, don't be afraid to call us; we want you to get your order ASAP! Also, remember that PRIORITY MAIL DELIVERY CONFIRMATION is NOT a Tracking Number; it will show that we sent the package, but it often does not show the status of Delivery until it's actually delivered.
Order Complaints and/or Order Problems
We rarely get any complaints from customers, but on the rare occasions when we do, rest assured that we will do everything we can to fix the problem in as timely and fair a manner as possible. We feel that your loyalty to our shop is far more important than a single botched order. So, don't hesitate to call us to discuss any problem you might have with SpiritualScents or your order at: (773) 236-8155. Mistakes can happen, but if you are simply unhappy or dissatisfied with a product from us; because we so firmly believe in every product we carry, we will accept returns of unused product without complaint.
Our 200,000 customers and counting means everything to us; because of you, we are here, and because of you, we have been able to share some beautiful plants with so many, so we do everything we can to keep our customers as happy as we are able to, never forgetting that it is our customers who allow us to continue to expand our offerings here at the shop. Please call us BEFORE you call your credit card company if you have any dispute with your credit card charges whatsoever as well...
Repeating the Fine Print for Clarity
Even though we are swamped with orders, we process orders within 1-24 hours. USPS Express/FedEx will get your package to you next day if your order is placed before 3:00PM CST via credit card, and within 2 business days if it's placed after 3:00PM CST or placed on a Friday or Saturday. (Money Order orders are excluded because we have no control over the payment getting TO us on time.) On rare occasions, depending on your town, Express is sometimes a 2-Day Delivery. **If we ship on the day we state we will ship, you are not entitled to a refund if your town was included in one of these 2-Day shipping exceptions.** Priority Mail gets you your order 1-4 days after you place your order, depending on your location. International Air is less exact, but typically gets to you within 7-10 days, though it has taken as long as 30 days to some places when the package is uninsured or unregistered. We also can't guarantee unregistered international packages.
PLEASE NOTE that, due to the amount of attempted fraud, and as an additional protection to our valued customers, we must verify all orders that are not shipping to the cardholder's billing address. ALSO, please be aware that ALL Express Orders MUST ship to the cardholder's address, no exceptions.
We regularly ship worldwide, but cannot be responsible for packages that are shipped Internationally WITHOUT Insurance, Registered Mail, or via Global Express. (Customs has sometimes has a way of making packages disappear.) Choosing Registered Mail has a 100% delivery rate for our packages so far, and we also offer 100% guarantee for the safe arrival of your package with Registered/Insured Mail and we will replace it.
PLEASE NOTE THAT INTERNATIONAL ORDERS MAY INCUR ADDITIONAL SHIPPING CHARGES, AND BY PLACING YOUR INTERNATIONAL ORDER YOU ARE AGREEING TO ANY EXTRA SHIPPING CHARGES AS STATED IN THE TERMS AND CONDITIONS. KNOW THAT WE NEVER CHARGE MORE THAN ACTUAL SHIPPING COSTS, BUT SOME COUNTRIES CAN COST A GREAT DEAL TO SHIP TO. IF IT'S OVER $10.00 EXTRA WHAT YOU PAID, WE WILL NOTIFY YOU FIRST. ORDERS OVER $100.00 MUST GO INSURED!