Shipping policy

Shipping Policy

Order Processing

Processing time: All orders are made to order and ship within 1-2 business days. We operate Monday through Friday and are closed on weekends and holidays.

Shipping confirmation: You’ll receive a “shipped” email once your order has been processed. This confirms processing is complete. It does not necessarily mean the package has been dropped off with USPS or UPS.

Tracking: You’ll receive a tracking number by email once your order ships.

Domestic Shipping (United States)

All orders ship from remote Hawaii, so delivery takes longer than mainland estimates. Because of our location, USPS does not offer a money-back guarantee on delivery dates for any service, including Priority Mail Express.

  • USPS Ground Advantage: 10-20 business days
  • USPS Priority Mail (flat rate): 4-5 business days
  • USPS Priority Mail Express: 2-3 business days (not guaranteed, and often delayed from Hawaii)

Delivery Issues

Lost in transit: If your domestic package shows no tracking updates for 21 days or more, it is considered lost. We will reship your order or issue a full refund, whichever you prefer.

Delivered but not received: If tracking shows your package as delivered but you haven’t received it, please check with your neighbors and local post office. Packages reported missing after a delivery scan are not eligible for a refund or reshipment. We are not liable for porch theft, and USPS insurance does not cover it.

Incorrect address: If an order is returned because of an incorrect or incomplete address, we will reship it once the additional shipping cost is paid.

International Shipping

  • Handling time: 1-2 business days, excluding weekends and holidays.
  • Transit time: Typically 10-21 business days. Customs processing may add more time.
  • Insurance: Most international orders are automatically insured against loss and damage. High-risk destinations are excluded (see below).
  • Reshipment: If an international order shows no tracking updates for 30 days or more, we will attempt to reship it. Due to varying international regulations, customs issues, and carrier limitations, reshipment is not guaranteed, and we may limit reshipping to countries with persistent delivery issues. If we cannot reship, we will refund your original payment method.
  • Limited Destinations: We currently do not ship to Mexico or Spain for legal reasons and issues with customs.  We recommend using a freight forwarder if you plan on shipping to those destinations. 

High-Risk Destinations

Some countries have consistent delivery problems. For these destinations:

  • Insurance and reshipment may not be available.
  • We reserve the right to decline orders.
  • If insurance is unavailable for your destination, we will notify you by email, text, or WhatsApp before your order ships.
  • If you choose to proceed, you assume all risk of loss or delay, and we may withhold refunds for lost packages.

Customs and Duties (DDU)

  • All customs duties, taxes, and brokerage fees are the recipient’s responsibility.
  • UPS may charge a brokerage fee of $15-20, due upon delivery.
  • Orders refused because of unpaid customs fees will not be reshipped.

Shipping Limitations

  • Delivery estimates: All timeframes are estimates. Neither we nor USPS guarantee delivery by a specific date or time.
  • Shipping costs: Shipping fees are paid directly to the carrier (USPS or UPS) and are non-refundable, including when a package arrives later than estimated.
  • Expedited shipping: Faster shipping methods do not guarantee faster delivery, especially from Hawaii. USPS does not offer an Express guarantee on shipments from Hawaii, and expedited fees are non-refundable if a package arrives late.
  • Delays beyond our control: Delays caused by weather, postal backlogs, or other circumstances beyond our control do not qualify for a refund.
  • Exceptions: This policy describes our standard procedures. We may make exceptions at our discretion to maintain customer satisfaction. Contact us with any issues.

Packaging and Discretion

All orders ship in plain, discreet packaging with no indication of the contents.

International orders are labeled as cosmetic fragrance essential oil blends (low alcohol), which are non-flammable and classified as non-hazardous.

Leaks or damage can occasionally happen despite careful packing. If your order arrives damaged, contact us right away and we’ll work out a solution with you.

Returns and Refunds

For returns, refunds, and our 90-Day Money-Back Guarantee on pheromone products, see our Return & Refund Policy.

Contact Us

For questions or special shipping requests:

  • Text or WhatsApp: 979-344-0274 (we may not be able to answer phone calls)
  • Email: [email protected]