Santal

Shipping Policy

Please allow 3 to 5 business days for processing and shipping of your order. All domestic orders are shipped via FedEx, UPS, or USPS, while international orders are shipped through DHL or USPS International. 

Please note, we do not process or ship orders on weekends, except for special holidays such as Christmas, Valentine’s Day, or Mother’s Day.

Overnight Shipping with FedEx, UPS, and USPS 
For orders placed with overnight shipping on Fridays, please be aware that the delivery will occur on the next business day, which is Monday.

Domestic (US) orders
Once your order has been shipped, you will receive an email or text message (carrier or data rates may apply) with your tracking number. Once you receive a tracking number please allow up to 24 hours for it to enter the carrier’s system and update; once the tracking is updated you will be able to see shipment status and history. Packages will be delivered Monday to Saturday (if Saturday delivery is selected).

International orders
Orders are shipped via DHL or USPS International and the cost is calculated at checkout and varies between item(s) purchased and destination. Scentiment does not charge or cover customs duties fees and taxes. A customs tax is a tariff or tax imposed on goods imported into the foreign country charged by that country and not Scentiment.

International customs
You are responsible to know the import regulations for your country. Please research to ensure that our products are legal for importation prior to ordering. Once the order has left our premises we cannot be held responsible for customs delays. Most countries will have no trouble but we post this disclaimer on the off chance that there is an issue. We provide tracking information for all orders so please be diligent and keep track of  your order's progress through the carrier system. We do not have a reship policy. We do assume that all clients are aware of their own country's laws and regulations and therefore you are responsible for dealing with your country's customs. Please know your own import regulations before ordering. It is your responsibility. If customs does not return the products to us we cannot issue a partial refund to you. If your order is denied entry into your country, we strongly advise attempting to have the items sent back to us and we will refund your order less the shipping cost and a 20% restocking fee.

What is rush processing?
Rush processing expedites the fulfillment of your order so it can be verified, tailored to our Scentiment standards, quality checked, packaged, and shipped within 24 hours. For rush processing to be effective, your order must be placed before 1 pm PST (4 pm EST) Monday to Friday. If the above conditions are met and we fail to ship your order within 24 hours, we will refund the rush processing fee in the method of a store credit. The rush processing fee does not affect the actual shipping time in transit. If you need your order quickly, please be sure to select the appropriate shipping method as well.

Change of address
The shipping address can only be changed if the order has not been fulfilled. If the order has been fulfilled, we advise reaching out to the shipping carrier for an alternate delivery address.

Order cancellation
Due to the fast nature of our supply chain and logistics, our warehouse team will begin working on your order right away. For this reason, we're unable to accept any order cancellations.

Our commitment
We strive to uphold the highest level of quality customer care. It is our ultimate goal at Scentiment to create life-long customers and will do everything in our power to ensure that your experience with us is one that makes you comfortable and confident to shop again.

Package Protection
Package protection is offered as an additional item at checkout to protect your order against the following issues:

Order Cancellation

Orders cannot be cancelled once placed. Once received orders are dispatched to our warehouse to start processing your order.  Should you wish to return your order or exchange your order, please refer to our return and exchange policy.

Return & Exchange Policy

We accept returns & exchanges within 14 days of receiving your order. Returned or exchanged items must be unused and still in their original packaging. All return and exchange requests are subject to review. Please submit supporting images/videos related to your claim to Scentiment Customer Support at support@scentiment.com.

Diffuser Return Policy

Customers may return any diffuser (machine) within 14 days from the date of purchase or the date of receiving the diffuser, whichever is later, to qualify for a refund. Please note that shipping costs are non-refundable, and the customer is responsible for covering return shipping fees.

To be eligible for a refund, the diffuser must be unused, in its original packaging, and include all original parts and accessories. Refunds will not be issued for used diffusers. If the diffuser has been used but returned within the 14-day window, a gift card for the value of the diffuser will be provided instead.

For any questions or assistance, please contact our Scentiment Customer Support team at support@scentiment.com.

Damages and issues (wrong item, not received, etc.)

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges

You can swap a product for any item listed on our website. Upon approval of your return, we'll handle the processing, and your exchange will be dispatched within 1-5 business days. Keep in mind that if the new item is less expensive, you'll receive store credit. Should the replacement item be more expensive, we'll reach out to settle the difference with you.

European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Mystery Gifts

All mystery gifts are non-refundable and cannot be exchanged or redeemed for store credit.

Package Protection

Package protection is non-refundable and cannot be exchanged or redeemed for store credit

Gift Cards

All gift cards are final sale and are non-refundable.

Subscription Orders

Once the payment for a subscription order has been successfully processed, cancellation is not possible. For information on returning the item, kindly refer to our return and exchange policy. Manage your subscription conveniently by clicking on this link: https://www.scentiment.com/apps/customers/portal.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 7 business days have passed since we’ve approved your return, please contact us at support@scentiment.com

Shipping Labels

A shipping return label is not included for returns for refunds and/or exchanges. You will need to cover the shipping expenses for returning your item, and the initial shipping costs are non-refundable. Please anticipate a processing time of 10 – 14 business days from the receipt date of your return for us to complete the refund or exchange in the original payment method.

Return Disclaimer

 We retain the discretion to decline returns that do not adhere to the specified conditions outlined above. Feel free to reach out to us for any clarifications or concerns.

It is crucial to note that ensuring the secure packaging of the product is your responsibility during the return process.

Scentiment shall not be held accountable for any lost or damaged packages encountered during the return shipment.

Some returns may be subject to a 30% return fee.