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FAQ

ABOUT US

  1. Is this site secure to use? Absolutely! Our website operates on the secure Shopify platform, ensuring the protection of your personal information. Your payment details are securely encrypted, and even our staff doesn't have access to view them. We also provide the added security of PayPal and Amazon Payment services.

  2. How quickly do you respond to email queries? We prioritize prompt customer service and strive to respond to all email queries within one business day.

  3. Where are you based? Our main Operations & Support hub is located in the United States, complemented by our network of Manufacturers and Warehouses strategically positioned around the world.

A. Payments

  1. What type of payments do you accept? We accept PayPal and major credit/debit cards, including Visa, Mastercard, American Express, and Discover.

AFTER YOU PLACE AN ORDER

A. Order Status

  1. What does it mean: order status "Unfulfilled"? When your order status is "Unfulfilled," it indicates that your order is in the processing stage. The tracking number is pending and will be provided as soon as it is submitted to the Postal System, typically within 5-7 days after shipping.

  2. What does it mean: order status "Fulfilled"? "Fulfilled" means that your order has been shipped.

  3. It's been too long, where is my order? Check your order's tracking for detailed information. If issues persist, please contact us at scentscove@gmail.com

B. Order Tracking

  1. How do I track my order? Your order's tracking code will be provided 5-7 days after placing the order. Visit https://www.scentscove.com/pages/order-status to track your order.

  2. My tracking code says "pending" or "no information available at the moment". Initial tracking results may take 5-10 business days. If issues persist beyond 10 business days, contact us at scentscove@gmail.com

  3. My tracking code says "expired". Contact us at scentscove@gmail.com, and we'll promptly resolve this issue.

  4. How do I stay updated about my order tracking? Our AfterShip tracking system will send you email updates whenever there's new tracking information.

B. I want to change or cancel my order

  1. I ordered something, but I want to cancel. Contact us within 1 business day of placing the order via email at scentscove@gmail.com, including your order number in the subject.

  2. I ordered something, but want to change the item color or size. Reach out to us within 1 business day of placing the order via email at scentscove@gmail.com, specifying your new color or size preference.

AFTER YOU RECEIVE AN ORDER

A. I want to change or return my order

  1. My order arrived, but I received the wrong items. Contact us at scentscove@gmail.com with your order number. If it's our mistake, return the items, and we'll cover the correct items' cost or issue a refund.

  2. My order arrived, and I want to change the size/color. Email scentscove@gmail.com with your order number. Return the item, and we'll send you a new one with the updated size (postage costs at your expense).

  3. My order arrived, but I want to return it. Contact us at scentscove@gmail.com with your order number. Return the item, and we'll issue a refund (postage costs at your expense).

  4. I ordered something, but want to change the delivery address. Contact us within 1 business day of placing the order via email at scentscove@gmail.com, providing your new delivery address.