From time to time we offer coupons for discounts on products for sale on our website. The following terms apply to the use of coupons:
ORDER PROCESSING AND TURN AROUND TIME
Due to the fact that most items are hand-poured to order, please allow appropriate time for us to complete and ship your order. Our current order processing time is up to 45 days. During holiday seasons or when sales are running, orders may take longer to complete and ship. You will receive an email with a tracking number when your order has shipped.
Our business days are Tuesday - Saturday, not including holidays. Begin counting from the day after you place your order, to calculate the time it may take for your order to be complete. Also, keep in mind that processing time does not include shipping time, and it can take anywhere from 2 to 6 days (sometimes longer) for the shipping service to deliver your order to your door (USA only). Please use our TAT Estimation Tool to see approximately when your order may ship.
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. That Smell Good Shop reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.
We are not accepting wholesale orders at this time.
SMALL ORDER SHIPPING
All orders under $30.00 will have a shipping charge of $2.99. Most small orders will ship first class.
All orders over $30.00 will receive free shipping.
Most packages will ship via USPS Priority Mail. If you need expedited shipping or would like to use a carrier other than USPS, please contact us and make arrangements, but note that Free Shipping will not apply to these packages.
Canada - $25.00**
** We charge an initial $25.00 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 $25 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.
We do not ship Internationally to other countries, except Canada, at this time.
If we are shipping your package to a domestic freight forwarder for an international destination, you are responsible for any other shipping costs that the freight forwarder imposes as well as any international customs or duty fees.
Most packages will ship via USPS Priority Mail, however some may ship by UPS. If you need expedited shipping or would like to use a specific carrier, please contact us and make arrangements, but note that free or discounted shipping will not apply to these packages.
When contacting TSGS for any reason, please call us at the phone number on our Contact Us page or use our Contact Me form to send us a message or email us directly. Even though we have a presence on Facebook and Instagram, the message service offered by these sites 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.
After you place your order, you have 24 hours to cancel your order. If a payment was processed for your order, you have 24 hours to cancel your order for a refund minus a 5% cancellation fee. Once we begin pouring your order we will not allow order cancellations. No exceptions.
If we send you a PayPal invoice for shipping or for additional items, you'll need to pay the invoice within 48 hours. Please make sure we have the correct PayPal email address and please pay your invoices promptly.
Money Order / Check - We do not accept money orders or personal checks as a form of payment.
RETURNS & EXCHANGES
Every product we produce is handmade and no two are exactly alike. Because our products are handmade, imperfections may exist. Therefore we do not refund or exchange orders based on the appearance of the products.
We do not offer refunds or exchanges on orders where the customer did not like the scent chosen. Scents are subjective and every nose is different. We encourage our customers to sample scents by purchasing smaller items before buying larger quantities.
We do not offer refunds for damage caused to wax items during shipping. The wax is still perfectly usable even if it is a little dented, soft, or broken.
We also do not offer refunds or exchanges on orders where the customer did not like the color chosen. We do not offer color matching services nor do we guarantee colors. Again, we hand pour our products to order in small batches and colors may vary from batch to batch.
We do not offer refunds or exchanges on any bath or body product unless the product is defective.
*** All clearance item sales are final. We do not offer refunds, exchanges, or store credits for any item purchased on clearance.
For returns or exchanges, you can email us at any time or call Tuesday - Saturday 10 am - 5 pm.
If you are not happy with your order for reasons other than those listed above, you can return it to us within 10 days of receiving your item for a refund. You must contact us within 3 days of receiving your order and the order must be returned to us in order to receive a refund.
You can return your product for an exchange or store credit only any time within 30 days of the receipt of your order. You must contact us within 5 days of receiving your order and the product must be returned to us in order to receive an exchange or store credit.
If you purchased items online and want to return them at our store location, please print a copy of your original order confirmation email.
After 30 days, we do not offer refunds, exchanges, or store credits for any transaction for any reason.
Because of the custom nature of handmade items, a 20% restocking fee may be assessed for returned items.
Please note that we only cover the cost of shipping defective products back to us. If the product is not defective, then the cost of returning the product is the responsibility of the customer.
DAMAGED OR LOST PACKAGES
We package all of your goodies with their safe passage in mind. However, the reality is that shipping accidents do occur. The USPS is not perfect and on occasion could lose, damage, or misdeliver packages. By placing an order with my company, you agree to the following terms regarding damaged, missing, or misdelivered packages.
All orders shipped via Priority Mail are automatically insured by USPS for up to $50.
If your package arrives damaged or items in the package arrive damaged or broken and unusable, please let me know within 3 days of receiving your order. Please email me pictures of the damaged package and the damaged items - this is required as I will need to supply these images to the USPS. You need to make sure you keep the packaging, in case you need to take these items to your local post office for inspection. I will file a USPS claim on your behalf for the damaged items. Processing of insurance claims by the USPS can take a few days to a week. At this point, I will refund for the damaged items or remake and reship the damaged items at my discretion.
If your package is lost or misdelivered (to a neighbor or some other incorrect address), you should attempt to retrieve your package if you know where it may have been delivered. In these cases, I require that we give the post office the time they need to investigate where the package may have been lost or delivered. This usually only takes a few days to a week. When notified of a missing or misdelivered package, I will file a Missing Mail report on your behalf which will alert the USPS to the lost or misdelivered package and they will attempt to locate the package. If after investigating they cannot locate or retrieve the package, they will let me know and at that point I will refund the order or remake the order at my discretion.
Please make sure you provide the correct shipping address to me for your order. I will not be responsible for misdelivered packages due to incorrect shipping information supplied to me with your order.