Shipping policy

Shipping & Delivery Policy — SCENTFY

This Shipping & Delivery Policy explains how order processing, shipping times, costs, and tracking work at SCENTFY. By placing an order on our store, you agree to the terms outlined below.

1. Shipping destinations

SCENTFY ships worldwide, with a primary focus on Europe and North America (including, but not limited to, the European Union, United Kingdom, United States, and Canada). If your country is available at checkout, we can deliver to your address.

2. Multiple shipping locations

To ensure product availability and efficient logistics, our products are shipped from five (5) different fulfillment locations strategically located in the United States, the United Kingdom, Germany, Spain, and China.

Depending on product availability, order volume, and the destination address, your order may be dispatched from one or more of these locations. In some cases, items within the same order may be shipped separately.

If an order is fulfilled from multiple locations, you may receive more than one package and multiple tracking numbers.

3. Order processing time

After payment confirmation, orders are processed, packed, and prepared for shipment. The average processing time is 1 to 3 business days.

During peak periods, promotions, or holidays, processing times may be slightly extended.

4. Estimated delivery times

Delivery times are estimates and begin once the order has been shipped. Actual delivery may vary depending on the destination country, selected shipping carrier, customs clearance processes, and local delivery conditions.

In most cases, our customers receive their orders earlier than the estimated timeframe listed below.

  • Europe: approximately 7 to 15 business days

  • North America (USA & Canada): approximately 7 to 15 business days

  • Other regions: approximately 10 to 25 business days

Orders shipped from international fulfillment centers (including China) may require additional transit time due to international transportation and customs procedures. However, our logistics partners work continuously to ensure deliveries are completed as quickly and efficiently as possible.

5. Shipping costs

Shipping fees are calculated at checkout based on the delivery address, selected shipping method, and items in your cart. Any shipping promotions or free shipping offers will be clearly displayed during checkout, when applicable.

6. Order tracking

Once your order has been shipped, you will receive a confirmation email with your tracking number(s), when available.

Please allow 24 to 72 hours for tracking information to become active after shipment. For orders shipped in multiple packages, tracking details may be provided separately.

7. PO boxes and incorrect addresses

Shipping to P.O. Boxes may not be available for certain destinations or shipping methods. Customers are responsible for providing a complete and accurate shipping address at checkout.

If a delivery fails due to an incorrect address, incomplete information, or recipient unavailability, additional shipping fees may apply for reshipment. Returned packages will be reviewed on a case-by-case basis.

8. Customs, duties, and import taxes

International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. These charges, if applicable, are the sole responsibility of the customer.

Customs clearance processes may cause delays that are beyond our control.

9. Delays and force majeure

While we strive to meet estimated delivery times, delays may occur due to circumstances beyond our control, including but not limited to carrier delays, customs inspections, severe weather, strikes, transportation disruptions, or other force majeure events.

10. Damaged, lost, or missing orders

If your order arrives damaged or if you experience any delivery issues, please contact our support team as soon as possible, preferably within 7 calendar days of delivery. Please include your order number and photos of the package and products, if applicable.

In the event of a lost shipment, we will initiate an investigation with the carrier. Investigation timelines vary depending on the shipping method and destination.

11. Policy updates

SCENTFY reserves the right to update or modify this Shipping & Delivery Policy at any time. Any changes will be effective immediately upon publication on this page.

12. Contact information

If you have any questions regarding shipping or delivery, please contact the SCENTFY support team through the communication channels available on our website.