Smoked Apple Elixir

Shipping, Returns & Tracking

🚨 IMPORTANT SHIPPING NOTICE 🚨 Protect your order with Route Package Protection at checkout. Orders without Route protection are not covered for lost, stolen, or damaged packages once shipped. 📦🛡️

SHIPPING, RETURNS & TRACKING

Please note: Once an order has been placed, it cannot be canceled or altered. Changes to an order disrupt our processing system and require us to manually locate and adjust your order, which can delay not only your shipment but other orders as well. Additionally, altering orders can cause them to not appear correctly in our system, making them harder to track and potentially resulting in shipping delays. To avoid issues, please ensure all information—including name, address, and phone number—is entered correctly during checkout. Incorrect information may delay shipping while we manually locate and update your order.

SHIPPING RATES

Domestic (United States):

• Shipping costs depend on the shipping service selected, your location, and the weight of your package.

• Orders over $150 qualify for automatic Free Shipping.

International:

• Shipping rates depend on the weight of your package and destination and are calculated automatically at checkout.

• Customers are responsible for any duties, taxes, or import fees required by their country.

PROCESSING TIME

Orders are processed within 3–5 business days (Monday–Friday, excluding weekends and holidays). Processing refers to the time required to prepare your order for shipment, not the delivery time. Shipping time begins once your package has been handed over to the shipping carrier. If you have not received a tracking number after 7 days, please text 239-406-1550 with your order number and name for an update.

ROUTE PACKAGE PROTECTION

At checkout you have the option to add Route Package Protection to your order. Route provides protection against packages that are lost, stolen, or damaged during transit.

If Route protection is added to your order, any shipping-related issues—including packages lost, stolen, damaged in transit, or marked delivered but not received—must be handled directly through Route by filing a claim through their system.

If Route protection is NOT added to your order, Scentual Obsessions is not responsible for packages that are lost, stolen, missing, damaged in transit, or marked as delivered by the shipping carrier. Once a package has been shipped and handed over to the carrier, responsibility transfers to the carrier and the customer.

Customers who decline Route protection assume full responsibility for any shipping-related risks. If an issue occurs with a shipment that does not include Route protection, the customer must contact the shipping carrier directly (USPS, UPS, or the shipping provider used) to file a claim or investigation regarding the package.

🚨 ORDER ISSUES & CUSTOMER SUPPORT (IMPORTANT)

Route Package Protection ONLY covers shipping-related issues such as lost, stolen, or damaged packages during transit. For the following issues, you must contact Scentual Obsessions directly:

• Incorrect item received
• Missing item(s) from your order
• Incorrect quantity received (example: ordered 2, received 1)
• Any order fulfillment errors
  These issues are NOT covered by Route and must be handled by our team.

⏰ REPORTING TIMEFRAME

All order-related issues must be reported within 7 days of the order being marked as delivered by the shipping carrier (based on tracking information). Claims submitted after this timeframe may not be eligible for resolution.

📞 CONTACTING US

For order issues, please text us directly at 239-406-1550 and include your name and order number for faster assistance.

⚠️ IMPORTANT

• Route will NOT assist with incorrect or missing items
• These issues must be handled through Scentual Obsessions

REFUND POLICY

Returns & Exchanges:

• Scentual Obsessions does not accept returns, refunds, or exchanges on products.

• Once a product has been shipped, we cannot guarantee it has not been used or tampered with, making it ineligible for resale.

• We recommend trying a sample pack before purchasing a larger bottle to ensure satisfaction.

Reselling Option:

• If a fragrance does not meet your personal preference, we suggest reselling it in our Facebook groups: Scentual Obsessions Buy-Sell-Trade or Scentual Obsessions Family.

UNDERSTANDING TRACKING

Once your order ships, you will receive a tracking number. Please note:

• Tracking may initially show “Label Created” before it shows “Received by Post Office.”

• This occurs because our local Fort Myers post office processes a high volume of packages and does not scan every package immediately.

• Tracking will update once the package reaches the next facility or your local post office.

If you receive a tracking number, your order has been shipped. We do not pre-print labels to create the appearance of faster shipping. Labels are printed and immediately placed on your package when it is prepared for shipment.

QUESTIONS OR ASSISTANCE

For assistance please text 239-406-1550 with your name and order number and we will respond as soon as possible.