HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We reply to 100% of emails and messages within 24 hours. If you use the "chat" on our site we usually respond immediately as long as the message is between 9am and 9pm Eastern Standard Time.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff routinely pack and ship your order within 24-48 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are approximately 1~2 business days after the day you placed your order. Most packages, however, are prepared within 24 hours. If our warehouse is exceptionally backed, up processing times may go up to 3-4 business days, following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Monday - Friday (excluding holidays). After placing your order, your package should be shipped out within 1~2 business days, and you will receive an email with the tracking number soon after. FedEx is our primary carrier. USPS is our secondary.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart. If you order a decant in addition to a regular bottle, your order WILL ship in two separate boxes. All decant orders ship separately.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 1-2 weeks, we will just automatically refund you for those items.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
No, currently we only ship to the Continental United States.
I RECEIVED A DAMAGED ITEM. WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us at support@inscentivesperfume.com with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Track Your Order page and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Tracking numbers may take 24–48 hours to update after your order has shipped. If it's been more than two business days and the tracking link still isn’t showing any movement, please contact us so we can double-check that your package was shipped correctly and is on its way.
We ship exclusively within the United States, so most orders arrive within 1–5 business days once shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER.
All domestic delivery issues become the responsibility of the shipping entity once the package has been shipped from our warehouse or suppliers. If you require assistance with a delivery issue, and not a product issue - please reach out to the repsective shipping service directly.
WHAT DO I DO IF SOMETHING IS MISSING FROM MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged, please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days before the delivery of your order, so make sure to contact us within that time frame. To get a hold of us to assist you, please either use the Contact Us tab or email us at support@inscentivesperfume.com.
