Orders are processed in 2-3 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2-3 business days of their arrival in stock.

 

Once you place an order on www.fragrancecity.us, you will receive an order confirmation email. This email serves as an acknowledgment that we have received your order and includes a summary of the items purchased, payment details, and your chosen shipping method.

 

Please review the confirmation email carefully. If you notice any discrepancies or errors, contact us immediately at Fragrance City to make any necessary corrections.

 

Please double-check that you have entered the correct address. We are not liable for non-delivery due to address errors that you provided.

 

Orders placed after (12:00 PM EST) or on weekends/holidays will be processed on the next business day.

 

During peak periods or promotional events, processing times may be extended. We will communicate any delays via email or on our website.

Opting Out: If the buyer chooses to opt out for shipping protection at checkout, Fragrance City will not be liable for any loss, damage, or theft that may occur during the transit of the purchased items.

 

Porch Pirate or Fraud: In the unfortunate event of Porch Pirate incidents or fraud (instances where the tracking shows delivered, but the buyer disputes the package was delivered) specific procedures will be followed. An Insurance claim for a stolen package must be reported within 24 hours of delivery.

 

Proof of Theft: To initiate an Insurance claim in such cases, we would require the Buyer to provide proof of theft. This would include photographic evidence, video footage, or other relevant documentation demonstrating the occurrence of theft. Failure to provide proof of theft, Fragrance City will not be liable, even if the Buyer had initially opted for shipping protection.

Responsibility Acknowledgment: If an item has been shipped from our warehouse in damaged or flawed condition, Fragrance City accepts 100% responsibility for that item.

 

Reporting Damages or Shortages: In the event, you receive a product that has been damaged in shipping, or short shipped, please follow these steps:

 

Contact Customer Service: Contact our Fragrance City Customer Service within 24 hours from delivery.

 

Provide Information: Include the order number, items, and quantities that are damaged/shorted in your email.

 

Submit Visual Evidence: Photos of the shipping box and damaged product(s) must be submitted along with details of the nature of the damage.