Shipping & Returns

Shipping

Orders placed by 10:00am (CST) are usually shipped the same or next order processing business day. During the busy season (Mid August through January), we may experience some seasonal delays in processing. All orders ship out FedEx or USPS Priority Mail. Faster shipping methods are also available to most areas (higher costs do apply).

Orders to Hawaii, Alaska, Canada, Puerto Rico, and APO/FPO addresses are shipped via USPS Priority Mail Insured. We reserve the right to add on insurance coverage at the customers expense.

We do not ship orders collect (COD).

Shipping charges are determined by the weight of the package(s) and the destination zip code when it is manifested in our shipping system, along with a $3.00 minimum handling fee. When ordering online, the shipping amount shown during check out is only an estimated charge. It does not necessarily represent the FedEx and USPS published rates. Actual rates charged by FedEx and USPS may vary. We reserve the right to charge the full shipping amount to the customer's credit/debit card or Paypal account.

When an order ships, FedEx or USPS will send a shipping confirmation via email with a tracking number. If this address is submitted incorrectly, or the customer has the package rerouted by FedEx, there will be an address correction charge. The customer is responsible for the $11.00 per box FedEx address correction fee. We reserve the right to charge the customer for these fees as soon as FedEx notifies us of them. Any packages returned to NuScents Candle & Soap Supplies (by FedEx or USPS) due to an incomplete address will maintain additional shipping charges to reship the order.

For questions regarding holiday shipping schedules please see FedEx 2012 Holiday Service Schedule.

Pickup Orders

Customers are welcome to pick up their orders at our warehouse, which is located at 11201 Commercial Street / Unit E, Richmond, IL 60071. Shipping and handling fees are not charged on pickup orders. We require 24 business hours before picking up. Please refer to the Customer Pickup Schedule for more information as to when you can pick up your order. Select the shipping option "Cust. Pickup Richmond, IL" during checkout.

FedEx Ground Shipping Map

Cancellations

Once an order has been received and is canceled for any reason (whether in its entirety or in part), the customer will be charged a minimum cancellation fee of $5.00 or 15% of the merchandise (whichever is greater).

Returns

Returns will be accepted within 15 days of the original date of purchase. All returns must be authorized by a Nu-Scents representative. The customer will be charged a restocking fee of $5.00 or 15% of the returned merchandise (whichever is greater). Shipping, duties and taxes are at customer's expense. Customer is responsible for all "return" shipping charges and/or expenses. Items must be returned in original condition for resale (per Nu-Scents' discretion). Refunds of merchandise only (not original or return shipping charges) will be issued to credit/debit cards or Paypal accounts upon Nu-Scents approval. Orders that are refused upon delivery by the customer and returned by the carrier, will be subject to return shipping charges and restocking fees. We DO NOT accept returns on any Fragrance Oils, Essential Oils, or Bath and Body related items. NO EXCEPTIONS!!!

Damaged and Missing Items

Incorrect and missing items must be reported to Nu-Scents within 3 days of receipt of the order. We cannot replace incorrect merchandise or missing items unless they are reported within 3 days. Per Nu-Scents' discretion, missing items may be shipped out free of charge or an in-store credit added to the customer's account. If you receive any items that are damaged in shipping, report the damaged shipment to FedEx at 1-800-463-3339. You will need to get a claim number from FedEx. Once a claim for the damaged item has been filed with the shipping company, we will ship a replacement as quickly as possible. Do not discard the damaged box in the event that the carrier would like to inspect the contents and packaging.