Shipping policy

 Processing Time

We do our best to process all orders within one business day of receiving them. Every order is subject to payment verification and stock availability. While we work hard to keep our inventory accurate, if an item happens to be out of stock, we’ll remove it from your order and issue a full refund for that item right away. You’ll be notified immediately if anything changes with your order—no surprises, just honest updates.

 

Free Shipping on all USA Orders

We’re happy to offer free standard shipping on all U.S. orders—no minimum required! If you need your order faster, expedited shipping options are available at checkout, with rates based on your location and chosen delivery speed.

Once your tracking number has been generated, we’re unable to make changes to your order. This includes updates to the shipping address, changes to the products ordered, or adjustments to the shipping method. We recommend double-checking all details before placing your order to ensure a smooth delivery experience.


Delivery Questions or Concerns

  • Running Late?
    While we don’t offer refunds for shipping delays, we understand how frustrating they can be. If your order is delayed by more than 7 days beyond the estimated delivery date, feel free to reach out to us at support@fragranzy.com—we’re here to help.
  • Can’t Find Your Package?
    If your package hasn’t shown up and it's past the expected delivery window, don’t worry. Contact our team, and we’ll work with the carrier to locate your order and advise you on the next steps.
  • Package Arrived Damaged?
    Please take a moment to inspect your package at the time of delivery. If it looks damaged or has been opened, make sure to note it on the delivery receipt before signing. Signing without any notes confirms you received it in acceptable condition.

 

Signing for Your Package

To keep your order safe, some shipments require insurance against theft or accidental damage during delivery. Once your package is delivered to the specified address and signed for, the insurance coverage ends. If you choose to waive signature confirmation, Fragranzy cannot be held responsible for any theft or damage after delivery.

Please note: Depending on your shipping address—such as your region, zip code, or delivery zone—some orders will automatically require a signature at delivery to help protect your purchase. This safety measure is set by the carrier and can’t be changed or bypassed.

 

Key Guidelines for Filing a Claim

Got an Issue? Let Us Know!
If you notice any problems with your order, please reach out to our Customer Care team within 3 days of delivery. Email us anytime at support@fragranzy.com to get started with your claim.

How We Handle Claims
Once we receive your claim and the needed details, we’ll review everything and guide you on what to do next.

Claims usually take up to 7 business days to process. Refunds or replacements will be provided after the insurance claim is approved.

 

How to Start a Claim

Damaged Packages

If your package arrives damaged, don’t worry—we’re here to help! Please follow these simple steps:

  • Take clear photos or videos of the damaged item(s) and the outer packaging.
  • Email the evidence along with your order details to support@fragranzy.com.
  • Please note: We can’t process damage claims without visual proof.

Lost Packages

If your order hasn't arrived yet and the tracking hasn't updated:

  • Wait at least 15 business days—sometimes carriers experience delays.
  • If there's still no update, reach out to us and we’ll help you start a claim.
  • The best way to track your package is by using your tracking number directly on the USPS or UPS website. We have access to the same tracking information you do.

 

Freight Forwarder Shipments

If you’re having your order shipped to a freight forwarder before it reaches you, please keep the following in mind:

  • Fragranzy is not affiliated with any freight forwarding companies, and we’re unable to manage or monitor packages once they’ve been delivered to them.
  • Our responsibility for your order ends once the shipping carrier confirms delivery to the freight forwarder. This might appear as “Delivered,” “Delivered to Agent,” “Left with Individual,” or similar wording in the tracking updates.
  • If you’ve purchased shipping insurance, it only applies while the package is in transit to the freight forwarder. Any issues that occur after that point should be resolved directly with your freight forwarder.
  • Since we don't have access to tracking or handling details beyond delivery to the forwarding address, we won’t be able to provide further updates once it’s been marked as delivered by the carrier.

We recommend choosing a trusted freight forwarder and keeping in touch with them for any follow-up on your shipment!

 

Shipping Address Policy – Please Double-Check Before You Order!

At Fragranzy, we process and ship orders quickly—based on the shipping address provided at checkout. Once your order is confirmed and payment is complete, we’re unable to make changes to the shipping address.

If you realize there’s a mistake, please contact us right away to request a cancellation. If the order hasn’t shipped yet, we’ll do our best to cancel it so you can place a new one with the correct address. However, because we move fast to get your order out, we can’t guarantee that changes or cancellations can be made in time.

Unfortunately, we can’t redirect, retrieve, or cancel orders once they’re processed with an incorrect address. For this reason, we strongly recommend double-checking all shipping details before completing your purchase.

Please note: Fragranzy is not responsible for lost packages or delivery issues due to incorrect shipping information.