Ordering

My current TAT is always posted on my website homepage. TAT is also always posted in each product's description page. And is also posted at the top of your Order Confirmation email.

For custom (MTO) orders, my TAT is up to 45 days.
For in stock (RTS) orders, my TAT is up to 10 days.

I know this seems like a really long time, but keep in mind that I am part of a two-person team and together we create and make all of our products for your online orders as well as manage and operate a retail store that we also must keep stocked. Please take my turn around time above as a general time frame. Restocks are my busiest time, so if you place your order during or just after a restock, your order may take the full TAT or even a day or two longer. If I feel like I am going to be more than a day or two over TAT, then I will contact you to let you know.

TAT begins the day AFTER you place your order. Orders come in at all hours of the day and night. I can't always begin processing your order the day it was received. So as a general rule, TAT begins the day after you place your order.

TAT DOES NOT include shipping time. TAT is the time I will take to make your order, prepare it for shipping, and ship it to you. Shipping time from my door to yours is extra time and I cannot control how long it will take the delivery courier to deliver your package once I give your package to them. 

If you've placed multiple MTO orders and want them shipped together, the MTO orders will ship according to the TAT on the latest order.

If the last day of your order TAT falls on a day my store is closed (Sunday, Monday, Tuesday) or any other day that the mail is not running, please know that your order will go out on the following business day.

It doesn't matter the size of your order - I process orders in the order they are received so the size of the order doesn't matter with respect to how long it will take to process and ship your order.

It doesn't matter how close your address is located to my shop - I process orders in the order they are received so the shipping distance doesn't matter with respect to how long it will take to process and ship your order.

If you place your order during a sale or restock event you can expect that the posted TAT may be extended by a day or two. Please use my TAT Estimation Tool to find out approximately when your custom (MTO) order should ship.

You can absolutely order MTO and RTS items on the same order. However, the RTS items will not ship separately. All items on the order will ship together with the full MTO TAT (see previous paragraph for current custom order TAT).

If you want to order RTS and MTO items but want your RTS items quicker, you can place two orders - one for the MTO items and one for the RTS items. Then your RTS items will ship out within the current RTS TAT and your MTO items will ship out within the current MTO order TAT.

The easiest way to find out whether you ordered RTS wax items is to check your order confirmation email or check your online order history ( My Account ). If you ordered RTS items, each product title will contain the letters "RTS" or will be followed by the words "TAT: ships in 10 days" for each RTS item ordered.

If you ordered any Made To Order items, each product title will contain the letters "MTO" or will be followed by the words "TAT: ships in 45 days" after each item, then your order is considered MTO and not RTS. To order RTS items, make sure you order from the In Stock menu -Wax Melts To custom order items, make sure you order from the Made To Order menu -Wax Melts

We do not offer gift wrapping. If you are ordering items that will be gifts shipped directly to the gift recipient, please note that the items ordered will not be gift wrapped nor will they have bows or ribbons wrapped around them. We will of course package them as we normally do with care and with their safe travel in mind, but we are not able to offer any special accommodations for gifts at this time.

Yes, you can check on the status of your order at any time because I keep your order history. I also copy your shipment tracking information into your order history as well so that information is always available to you. Check your order status here: My Orders
Please note that if you did not have an account on my website when you placed your order, you may not have access to your order history.

Oops! Sometimes, inventory errors occur and an item you ordered was not actually in stock. When this happens I will refund you the amount you paid for the item that was not in stock. I will send you an email detailing the missing item and the amount refunded. You can look at your Order History on the website to see which item was out of stock and removed from your order.

Also, if I combined orders for you, you probably received a shipping refund.

Please, make sure your order is complete and correct before you submit your order. I will not make changes to orders once they are placed. Please understand the confusion this can cause, especially when requests to change orders involves modifying inventory.

If you would like to order additional items and you have already placed an order, you can place another order for the additional items. I will combine shipping on multiple orders where possible.

My scent descriptions list contains a list of all scents that I might carry at any given time, however, I may not have all of those scents in stock at any given time. If the scent is not in the product drop-down list, then I probably don't have it in stock at the moment.

Limited Edition blends are limited. They can only be ordered when I pour them for In Stock (RTS) inventory or make them available for custom ordering. I don't always keep the oils on hand needed to make all the limited edition blends, so I do not make all of them available for custom ordering all the time.

Many of our customers love playing with blending scents together and they create some pretty fab blends, right? If the item you want to order came from a package labeled as Customer Blend, have no fear, I can recreate that for you! Just add each scent note to the blender fields in the wax blend product of your choice (here), and then leave me an order comment stating that you want me to recreate a previous customer blend. I will look that blend up for you and use the exact percentages of the original customer blend.

Checking out

I do not have a discount code available for first time customers.

YES! But you should be logged into your account in order for the store to save your cart. When you are on my site, just log into your account and place items in your cart. When you come back to finish shopping, all of the items you placed in your cart will still be there. See below for situations when items in your cart may be removed.

While my shopping cart does save the items you put into your cart, it will not hold items if someone else is checking out with those same items. Since RTS inventory is usually very limited, the cart allows the first person to actually check out and pay for the items to successfully order them.

No, my store only allows one coupon to be used per order.

Product questions

I use a blend of waxes that contains soy and paraffin.

Most people cure wax according to their own beliefs about curing. There are no hard and fast rules when it comes to curing. There's no real scientific data to back up the requirements for all the different waxes.

But, generally speaking, parasoy blends tend to only need 7-10 days. When you take into account the time it takes for me to complete your MTO order (a few days), pack your order (1 day), ship your order (1-3 days), travel time to your home (2-5 days)...

It won't hurt to let my wax set for a week or two or longer if you prefer, but my wax blend needs very little if any cure time beyond you receiving it. Most times my wax is ready to melt within a day or two of receiving it, especially if you ordered ready to ship (RTS) wax.

I have found that most hot plate warmers do well with my wax and that higher wattage bulb warmers and halogen bulb warmers perform well too. Tea light warmers work great as well.

A couple of things to keep in mind:

- Not all warmers are created equal - not even warmers of the same wattage! Two warmers of two different brands with the same wattage rating will often not burn wax the same way.

- The hotter the warmer, the more strongly a scent will throw. But the downside to that is that the hotter the warmer, the more quickly the scent will fade. Hotter warmers do great for a big punch of scent, but it won't last as long as other warmers that don't burn as hot.

That is the unanswerable question. Wax melts aren't like candles where you can measure how long a candle burns (and even that varies in different scenarios). There are so many variables that affect the strength and length of burn with our wax melts. Two of the biggest variables are the scent itself (some are just stronger and last longer than others) and the type of the warmer affects the length of throw time (tea light, hot plate, bulb - and all the different wattages for the last two types). Melting different scents in adjacent rooms can also affect scent strength and time as some scents naturally mask or overpower other scents and may make it seem as though one scent doesn't smell very strong or very long. So this is the one question I simply cannot answer for you.

Shipping

Most orders will ship via UPS or USPS. I have the sole discretion to select the packaging and method of shipment.

I have 4 shipping rates:

Small Rate is $5.99 for all orders under $7 shipping to US addresses.

Flat Rate is $3.99 for all orders between $7 - $50 shipping to US addresses.

Free Shipping is for all orders over $50 shipping to US addresses.

Canada Shipping is $35 for all orders being shipped to Canada.

See the full Shipping Policies here.

Our shipping rates are very reasonable however I do combine shipping on multiple orders when possible. There is not a coupon code for combined shipping. I will refund shipping charges for orders that qualify and can be shipped together after the orders have shipped.

See the full Shipping Policies here.

We only ship to Canada. We do not ship to other international locations at this time.

We charge an initial $35.00 for Canadian shipping. If we can ship your package first class international, then we will refund any shipping overages you paid. However, first class international can take 7-21 for USPS to deliver (this is out of our control).

If you have a larger order that incurs additional charges over the initial $35 you paid, you will be invoiced for the additional shipping before your order will ship out.

If you would rather we ship your package priority mail international, then we will invoice you separately for any shipping overages that you'll need to pay before we can ship your order. If you decide to cancel your order instead, a 20% restocking fee will be assessed to your order cancellation.

Having said that, I do have a number of customers in the UK, the Netherlands, and other international locales. They often make use of package forwarders. A package forwarder is a company that collects USA packages for international shipments. This is especially helpful when you shop with US companies that do not offer international shipping. You can shop online at stores in the US and the forwarder receives your packages and consolidates them and sends them to international addresses, often for less money than you would have paid international shipping charges from various vendors. You can visit these sites for more information:

http://www.mymallbox.com
http://www.MyUS.com

http://www.shipito.com

http://www.ship2me.com

http://www.usabox.com

http://www.usa2me.com

See the full Shipping Policies here.

Absolutely! I send tracking information via email with every order I ship out. If you have not received your tracking information, your order may not have shipped yet or the email may have been marked as spam and been placed in your junk mail folder. My shipping software often sends out tracking information after midnight so even though the order shipped, you may not get the email until after hours.

However, if you do not receive your tracking information email, you can always check your order history here: My Orders I always update orders with their tracking information and you can find your tracking number here.

See the full Shipping Policies here.

My wax stands up to shipping pretty well and wax actually melting during shipping is a rare occurrence. However, you should keep in mind the time of the year, your local temps, and your availability to receive your order as soon as it's delivered. Let's face it, summers are brutal just about everywhere. While my wax does well during shipping, not many waxes will survive being left in a hot mail box or on a porch in direct sunlight, or being in the back of a hot mail truck all day if you are a late stop.

If you ordered any scoopable waxes, you must be able to take them in as soon as they are delivered. If they are extra soft when delivered, just pop them in the fridge for a bit.

If you have any concern that your package will not be able to be retrieved as soon as it is delivered or if your mail stop is close to the end of the day, then I would strongly recommend that you use Hold for Pickup to pick your package up at your local USPS office or have your package delivered to an address where someone will be available to receive the package (maybe a neighbor or your work address).

See the full Shipping Policies here.

I have very limited space. You can absolutely reach out to me before you place your second order to see if I can accommodate this kind of request. But due to limited space, I can only hold 1 order and both orders will ship when the second order is ready to ship.

Yes, leave me a note on your order if you'd like your package held at your local PO. You'll need to pay attention to the tracking information so you know when your package is ready for pick up at your local post office.

Also, you can use USPS Informed Delivery app to set your own holds at your convenience.

See the full Shipping Policies here.

I do not include packing slips or invoices with shipped orders. Please save your order confirmation email or check your order history in your account and use this as your packing slip.

See the full Shipping Policies here.

Please, please, please double check your order information before you submit your order! If you contact me before I ship your order, I can fix the error before it even becomes a problem. This situation can be a challenge, but I will work with you to figure this out. You are responsible for making sure your shipping information is correct before submitting your order. I am responsible for shipping your order to the shipping address specified on your order. Please do not get upset with me as I did not enter the wrong address. Please do not ask me for a refund because your order was shipped to the wrong address. I cannot take responsibility for incorrect shipping information being entered while you were checking out. Please contact me as soon as you know there is a problem with your shipping address. Note, if your package is sent back to me and you want me to reship your package to you, I will invoice you for actual shipping to do so.

See the full Shipping Policies here.

Returns & refunds

Oh no! I package your goodies with care and try to do what I can to prevent leaks from happening.

Bottles are generally sealed with leak-resistant discs and caps and placed in their own bags which should hold leaks, if they do occur.

If any of your bottles leaks fluid during shipping, please email me immediately and attach to the email clear pictures of each item that leaked.

I generally start processing/pouring your order 24 hours after receiving it. You can cancel your order within the first 24 hours after placing your order. However, orders that have processed payments will be assessed a 5% cancellation fee. If I have already begun pouring your order, I may impose a 20% cancellation fee. Due to the nature of custom orders, after 24 hours I do not accept order cancellation requests for MTO orders.

Scents are subjective and every nose is different. I encourage you to sample scents by purchasing smaller items before buying larger quantities or more expensive items. If you have any concerns about specific scent notes, please contact me before you place your order - I'd be happy to answer any questions you might have about a scent. If you still want to return the product you purchased, you can return the product to me at the address listed on the Contact Me page at your expense. The product must be unused.

If the item you are returning was the only item on the order, there is a 20% restocking fee. Once I receive the product back, I will issue a refund for the item minus the original shipping fee and minus the 20% restocking fee.

If the item you are returning is just one item from an order with multiple items, there is a 20% restocking fee. Once I receive the product back, I will issue a refund for the item minus the 20% restocking fee.

Oops! Sometimes, inventory errors occur and an item you ordered was not actually in stock. When this happens I will refund you the amount you paid for the item that was not in stock. I will send you an email detailing the missing item and the amount refunded. You can look at your Order History on the website to see which item was out of stock and removed from your order.

Also, if I combined orders for you, you may have received a shipping refund.

General questions

When contacting me for any reason, you can:

- email me directly
- use my Contact Me page on my website
- use the chat button on the bottom left of every web page
- text or WhatsApp 727-222-3334 (texts only, no calls accepted)

Even though we have a presence on Facebook and Instagram, the message services offered by these apps is not reliable for alerting us to new messages and we cannot guarantee that we will see your message in a timely manner, if at all. Please do not use Facebook or Instagram message services to contact us about your order.

Absolutely! You can follow us on these sites:

Instagram: @thatsmellgoodshop - https://instagram.com/thatsmellgoodshop/

Facebook Page: https://www.facebook.com/thatsmellgoodshop

Facebook Group: https://www.facebook.com/groups/thatsmellgoodshop/

We post new products and other good stuff on all three, but there tends to be a bit more chatter in our Facebook group.

Yes! And I recommend that you sign up for my newsletter to be kept in the loop for sales as these announcements are almost always made first through the newsletter email. You can sign up for my newsletter in a couple of ways...

On my homepage at http://www.thatsmellgoodshop.com there is a newsletter signup box towards the bottom of the page.

You can go directly to the signup form here: http://eepurl.com/12Qp9

I usually try to include at least 1 free sample with paid orders. A few things to keep in mind about our free samples...

- If you placed a smaller order that ships first class, then we do not include free samples with your order as this may put your order over the weight limit required for first class shipping rates.

- If your package is too full to accommodate samples, you may not get any. I cannot justify packing your order in a larger box just to include a free sample.

- The availability of samples varies greatly. Sometimes, I simply do not have samples available when your order is ready to ship and I will not hold orders back a day or two just so I can make free samples to include in your package.

- The availability of scents is completely dependent on what is in stock at any given time. I cannot take scent requests for free samples. If there is a scent you really want to try, then you should go ahead and purchase it with your order.

- I apologize if you receive a free sample in a scent that you don't love. Share the smell good love by forwarding it on to someone else who may enjoy it.

- Store pick up orders generally don't receive free samples since our store pick up customers have the benefit of being able to sniff scents before they buy.

- Lastly, as much as I try to share the smell good love with my customers by providing free samples to show my appreciation, it is not always possible 100% of the time. I find it disagreeable to complain about not receiving free samples and may at any time stop providing them altogether.