Corporations with larger orders, seeking to place a mail- or fax-order, may request an order form by calling, faxing, or clicking the link provided. Fill-out the form completely, with your billing and shipping information plus item information taken from our website or catalog, including:
Mail your completed order form, including payment (money order; or credit card or PayPal information):
Order by fax 24 hours a day, 7 days a week, all year round. Dial (973) 532-0858.
Orders usually ship within 24 to 48 hours of order confirmation. The latest queue times are posted in our Shopping Cart. “Clearance” and “Closeout” items are available while supplies last..
Since we do not employ a real-time inventory system on our website, it is possible that (an) item(s) can develop a shortage between order time and the time when the order comes up for fulfillment in our processing queue. If this should occur, how we handle the shortage will depend on which of the following Backorder-Options you selected during Checkout:
Also, selective backordering is available at additional cost and by special arrangement made prior to shipment by contacting Customer Service (also see “Partial Shipments”).
Limited Availability and Made-to-Order Items
“Limited Availability and Made-to-Order Items” are products that are not, or no longer, part of our inventory and must be manufactured to order (Made-to-Order items are also non-cancellable and non-returnable). Consequently delivery of orders containing any of these items will be held until all items can be delivered together unless Buyer shall make arrangements for a “Partial Shipment.” Contact Customer Service for details.
Partial Shipments
Partial shipment(s) may be made by special arrangement. Additional shipping charges will apply for each partial shipment. Contact Customer Service for details.
PRICES
Prices Subject to Change
Prices shown on our website supercede all previous prices and are subject to change without notice. Contact Customer Service or check our website for details.
Net Prices
All prices shown on our website or otherwise quoted by TSW are net prices exclusive of all other costs including, but not limited to, shipping; handling; insurance; taxes; duties; tariffs; or the cost of special packaging, marking or other services, which costs shall be borne by the Buyer.
ORDER ACCEPTANCE
Order Acceptance and Rejection
Orders for standard products may be cancelled within 30 minutes of ordering (the “Cancellation Grace Period”) without liability. Even after that time, we will try to accommodate customers whenever possible. However, if a standard product order has already been released to our warehouse for picking, or has already been picked and/or packed, then Restocking charges will apply.
Please note that there may be certain orders that we are unable to accept and/or must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. For your convenience, you will not be charged until the first shipment of your order except for special orders or FastBuys/PreBuys (see website for details).
Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, failure to render immediate PayPal payments, or problems identified by our credit department and fraud avoidance personnel. We may also require additional verifications or information before accepting any order.
A minimum purchase value may apply to your order. Please see our website for details.
Pricing or Typographical Errors
While TSW strives to provide accurate product and pricing information, pricing or typographical errors may occur. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, TSW shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mispriced, TSW may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice.
Quantity Limits and Dealer Sales
TSW reserves the right to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same account, the same credit card, and/or to orders that use the same billing and/or shipping address. We will provide notification to the customer email and/or billing address provided should such limits be applied. TSW also reserves the right to prohibit sales to dealers. If you are interested in purchasing multiple quantities of items for a corporation or institution, please contact us by email at corporatesales@TheScentWorks.com.
Order Confirmations
After clicking the “SEND ORDER” button on the Review page during Checkout, you will see an on-screen Confirmation (see image below) indicating our receipt of your order.
Review this confirmation carefully. If there are any errors, you must contact us immediately (please show your Scent-works.com Order Number in the subject line). Failure to contact us within the Cancellation Grace Period shall constitute the Buyer's unqualified authorization to process the order as submitted.
Thereafter, you will receive an E-mail Confirmation within 24 hours of placing your order if you provided an e-mail address and checked the E-mail me a copy of my order checkbox (see E-mail Address). This email, like the on-screen Order Confirmation, will confirm your order and provide an estimated Order Processing Time and other important Notices concerning your order.
Notwithstanding receipt of our on-screen and e-mail confirmations, we will not process your order until we receive your timely payment in full or a credit card authorization, and/or until all order discrepancies have been resolved. Check our Order Processing Time when your order is released.
Once your order ships, an email will be sent to confirm shipment (see "Shipment Confirmation").
PAYMENT OPTIONS
We accept major credit cards issued by U.S. banks, and cards issued by international banks that subscribe to Address Verification System services and where the card's billing address matches the addresses on the order, including American Express, Discover, MasterCard & Visa; and PayPal electronic payments. For larger orders from corporations, please see information on paying by
purchase order or wire transfer.
We're sorry but we do not accept credit cards issued by non-AVS-compliant international banks, or C.O.D. orders. We also no longer accept checks or money orders for small orders and for non-corporate customers.
Credit card and PayPal orders may have a minimum merchandise-ordering requirement to be accepted. Check our order form or website or contact Customer Service for details.
Payment Information
Near the end of Checkout, you will be prompted to enter your payment information (see image below).
Credit card orders require information including card selection (from the pull-down menu); your name, billing address and telephone number as they appear on your credit card statement; card number; expiration date; and Card Verification Code (the 3- or 4-digit number on the card's signature strip for non-AMEX cards only). Credit cards are not billed until the first shipment of your order except for special orders or FastBuys (see website for details).
PayPal orders require information including “PayPal” selection (from the pull-down menu); your name, billing address and telephone number as they appear on your PayPal statement; and PayPal account name (i.e., the e-mail address for your PayPal account).
PayPal is an account-based system that lets anyone with an email address securely send online payments using their credit card or bank account. There is no cost to sign-up and send payments (refer to PayPal's website at www.paypal.com for details)
PayPal payments require you to enter the email address of your PayPal account (this is not necessarily the same as your confirmation e-mail address - see below). Once your order is placed, you must make immediate and direct payment to our PayPal account at sales@thescentworks.com and note the Order Number (unless this process has been automated in which case no further action by you would be required). We will process your order when payment in full has been confirmed.
- Money Orders (applicable to larger orders from corporations only)
We accept U.S. Postal Service and U.S. bank-issued Money Orders for payment for larger orders from corporations only. Orders for payment by money order are NOT accepted on our website. Money orders must be made payable to "The Scent Works" and mailed to us along with a copy of your order (see "HOW TO ORDER").
For large corporate orders, we can accept wire transfers and corporate purchase orders from authorized representatives of your company. We will invoice you once your order is placed. If you would like to be considered for payment via purchase order or wire transfer, please email corporatesales@TheScentWorks.com for details. It will help expedite your order if you provide the following information in your email:
- Your contact phone number, fax number (if available), and email address;
- The address to which the items will be shipped;
- The address to which you would like the invoice mailed, plus the contact phone number if different from above;
- A clear description of the items and quantities you wish to purchase, along with the tax and shipping amounts calculated for you in checkout before you actually buy the items.
Other Information
In addition to the above Payment Information, the following additional information and/or selections are required before we may accept your order.
This is the e-mail address to which we will send your Order Confirmation (if you checked the "E-mail me a copy of my order" checkbox; see (E-)Mailing List checkbox) and Shipment Confirmation.
Note: e-mail is our primary form of communication with you so please check it carefully for accuracy. If this e-mail address is incorrect, blocked, SPAM-controlled or otherwise filtered (or not input by you), you may(will) not receive these important Notices.
If you have a Discount Coupon or Gift Certificate that can be redeemed, enter the offer code in this box. Multiple Gift Certificates can be redeemed in one order (when entering Gift Certificate code(s), make sure to include the first letter '@'), each code entered in this box separated by a comma. Our shopping cart cannot accommodate both Coupon and Gift Certificate codes entered on the same order. If you have both types of codes and wish to apply both to the same order, enter Gift Certificate code(s) in this box and make note of Coupon codes in the Comments box (see below).
Make sure to enter the code(s) exactly as provided and without spaces before or after.
- Terms Of Sale Acceptance checkbox
We cannot accept your order without your accepting the Terms Of Sale (see General Terms and Conditions). Please review them by clicking the provided links. By checking this checkbox, you thereby acknowledge and agree to the Terms Of Sale.
Please enter any comments or allowable instructions in this box (see Coupon or Promotional Codes). Entry in this box of any comments or instructions which contradict, or are in conflict with, the Terms Of Sale or other Policies as may be noted on our website, are non-binding and may not be used to override any of the aforementioned policies, provisions or terms. Note: your comments in this field will not print on the Packing List.
See Related Topics
General Terms & Conditions
SALES TAX
Sales tax is charged for orders shipped to states where sales taxes are applicable. The amount of sales tax charged is based on current state and local tax rates. Such taxes when applicable will appear as separate additional items on our invoices. To determine for which states we currently collect sales taxes, visit our website or call Customer Service for details.
Shipping & Handling charges may also be subject to sales tax in applicable states. Sales tax will be refunded for returned items. State and local sales tax rates are subject to change at any time.
OUR GUARANTEE
We are committed to your shopping satisfaction. If an item you receive from The Scent Works is defective or unsatisfactory, or if an item is missing from your shipment, please contact us immediately. Refer to the "Problems with your Order" and "Exchanges and Returns" sections for details, exceptions and restrictions.
See Related Topics
General Terms and Conditions
PROBLEMS WITH YOUR ORDER
An Item Is Missing or Short
If an item is missing from your shipment, or the quantity count on an item is short, please
contact us at once to resolve the matter. Please note that The Scent Works reserves the right to either ship the missing item or issue a credit for same at our sole discretion. Refer to Shortages for additional applicable terms.
See Related Topics
Restocking
Exchanges and Account Credits
My Order Didn't Arrive
Most orders can be tracked on the carrier's website. If you wish to track an order, click on the tracking link provided in your Shipment Confirmation or Invoice email. Otherwise, please refer to our Ordering FAQ under “I Never Received My Order!” If you still have questions about an order that has not arrived, please contact us and one of our Customer Service Associates will be happy to help you.
See Related Topics
Delivery Time
An Item Is Damaged or Defective
We pack all of our shipments very carefully to assure their safe arrival to your doorstep. You should always inspect all packages and their contents immediately upon arrival and have the carrier note any visible damage. Report any damage, in writing, to Customer Service not later than five (5) days from receipt of shipment. Failure to give said written notice of claim within the aforementioned time period shall constitute an unqualified acceptance of the goods and a waiver by Buyer of all claims with respect thereto.
The Scent Works reserves the right to repair, replace or issue a credit for a damaged or defective item at our sole discretion.
Oversize items must be returned by ground freight. For assistance with oversize items and hazardous or regulated items, please contact Customer Service.
Shipping charges are not refundable except if you were sent an incorrect or defective product.
See Related Topics
Claims
EXCHANGES AND RETURNS
Restocking
If you find that you've made a mistake in ordering particular item(s), simply contact
Customer Service as soon as possible, and prior to shipping, and we'll be happy to change the order for you if we can (normally, no order changes are allowed after 30 minutes of ordering).
Once an order has been shipped to you, you may still return certain unused, undamaged, unopened items (see Non-Returnable Items) within 30 days of purchase for
exchange or account credit but there will be a restocking fee of up to 20% of the value of the item(s) being returned but not less than $3.00. After this period, no exchanges or returns will be accepted. Also, once an order has been picked and/or packed, the above restocking fee will apply (this fee helps to cover our expenses in making the product resaleable again). Just follow the procedures below.
Non-Returnable Items
We're sorry but Made-to-Order items and, for health and safety reasons, raw materials (additives, botanicals, butters, colorants, essential oils, fragrance oils, fixed and other base oils, etc.), and certain items specifically marked as such on their respective web pages, are not returnable.
Return Material Authorization ("RMA")
If you would like to exchange any returnable items for replacement, or return items for a refund of the purchase price, you may do so by contacting Customer Service, obtaining an RMA#, and returning the product within 30 days of sale. RMA numbers are valid for 15 days only. We will NOT accept returns without a proper and authorized RMA#. Shipments refused, or unauthorized returns, by you are not eligible for a refund.
Repackaging and Shipping
- Indicate the reason for return and RMA# on the face of the original packing list.
- Pack the return product securely to avoid damage in transit in accordance with the requirements of the carrier. Enclose the original packing list plus all original packaging and accessories.
- Mark the RMA# clearly and conspicuously on the outside of the shipping carton (cartons not identified with a valid RMA# will be refused and/or returned at the shipper's expense).
- Ship the carton via insured carrier to the address provided to you by Customer Service. We cannot provide credit or replacement(s) for Products that we do not receive and in proper condition. Sorry, we cannot accept C.O.D. returns.
Exchanges and Account Credits
Product exchanges will be processed and shipped as soon as practicable but within no more than 2 weeks. If there is a price difference in your favor between exchanged items, method of refund shall be as appropriate (credit card, PayPal, company check, or account credit, as applicable - see below).
Return allowances (and/or refunds, if applicable) will be credited to the original credit/debit card, PayPal account, or TSW account (see below) for the cost of the item and the sales tax, if applicable.
Note that Shipping & Handling charges, including those related to your return, are not refundable.
Allow 2 billing cycles for refunds to appear on credit/debit card or PayPal statements. Pending refunds under US$10.00 may, instead, be credited to buyer's TSW account at our sole discretion.
