Shipping policy
Order Processing
Once you place your order, please allow 1–3 business days for processing before shipment, regardless of the delivery option chosen at checkout.
Our fulfillment team operates Monday through Friday, excluding weekends and public holidays. Orders are not typically shipped the same day they are placed.
Example:
If you place an order on Monday, it may be shipped on Tuesday, Wednesday, or Thursday.
After your order ships, you’ll receive a confirmation email containing your tracking link. Please note that express shipping fees and other third-party charges are non-refundable.
Some shipments may require a signature upon delivery, depending on your courier’s policy. Most orders are left at your mailbox or doorstep, but the final decision rests with the delivery carrier to ensure safe placement.
Tracking Your Order
You will receive two emails:
- Order Confirmation Email: Sent after your order is processed (within 72 hours).
- Shipping Confirmation Email: Includes your tracking number and a link to follow your shipment’s progress.
If you encounter issues with tracking or delivery, please reach out directly to your courier before contacting us for faster assistance.
Courier Contact Information
| Courier | Phone | Instructions to Reach a Representative |
|---|---|---|
| USPS | 1-800-275-8777 | Press 0, then 0, then 5, then 5, then 2 |
| FedEx | 1-800-463-3339 | Say “Speak to a representative” at each prompt |
| UPS | 1-800-742-5877 | Press 0 at each prompt |
| Canada Post | 1-800-267-1177 | Press 0 at each prompt |
| DHL Express | Varies by country | Visit DHL customer support |
| Hongkong Post Speedpost | 852-2921-2222 | Press 8, then 5 |
| GLS | Varies by country | Visit GLS customer support |
International Duties & Taxes
For orders outside your country, please note that customs fees, import taxes, and other applicable charges are determined by your local authorities and are not included in your order total.
These charges are paid directly to your local carrier or customs office, and Scentra does not collect or refund them.
We ship international packages on a DDU (Delivered Duty Unpaid) basis, meaning that duties and taxes are not prepaid.
We recommend checking with your local customs office for estimates on possible fees before placing your order.
Incorrect Address Disclaimer
Please ensure your shipping details are entered correctly at checkout. Once your order is placed, there is only a short window to modify or cancel it.
If you need to make changes, contact us immediately at
Scentrallc1@gmail.com.
We’ll do our best to accommodate your request, but we cannot guarantee updates once processing has begun.
Returns
If you wish to return an item, you are responsible for covering the return shipping cost back to Scentra.
For detailed instructions, please refer to our
Returns Policy.