FREE SHIPPING on orders $100+
Effective October 1, 2020
Phoenicia Essence, Inc. (“we” and “us”) is the operator of (https://phoeniciaessence.com) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Phoenicia Essence, Inc. continuously strives to provide world-class commercial and home ambient scenting solutions and fragrances. We hope you are happy with your purchase and we will make any and all reasonable effort to ensure your total satisfaction. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund. Please see below for more information on our shipping and return policy.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
3. Returns & Refunds
All returns must be postmarked within seven (7) days of receipt of item/s. All returned items must be in new and unused condition, with all original tags and labels attached.
3.1 Return Process
Phoenicia Essence, Inc. will happily accept returns due to change of mind as long as a request to return is received by us within (7) days of receipt of item/s and are returned to us in original packaging, unused, and in resellable condition. Return shipping will be paid at the customers’ expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be sent back to the payment method of your original payment. We will notify you once this has been completed through email. Samples of any scents purchased will be included in each order so that evaluation may be done before opening the bottle; therefore, no opened bottles are acceptable for return.
(Phoenicia Essence, Inc.) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
To return an item, please email customer service at customerservice@phoeniciaessence.com to initiate a return.
Once approved, you will mail the items you wish to return to the following address:
Phoenicia Essence
Attn: Returns
15575 N 83rd Way Ste A4,
Scottsdale, AZ 85260
United States
3.2 Refunds
After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least seven (7) days from the receipt of your item to process your refund. We will notify you by email when your return has been processed.
3.3 Exceptions
The following items cannot be returned, refunded, or exchanged:
(a) Fragrances with an open seal
(b) Diffusers utilizing third-party fragrances
(c) User-damaged products
(d) Clearance items
(e) Gift Cards
(f) Bundled items or sets at discounted rates, e.g. “3 for $25”
(g) Items marked “Non-Refundable” on the sale page
(h) Unboxed and unsealed Mini Dreamer diffusers
For defective or damaged products, please contact customerservice@phoeniciaessence.com to arrange a refund or exchange.
3.4 Restocking fee
Please Note a 10% restocking fee will be charged for all returns.
3.5 Warranty Returns
Phoenicia Essence, Inc. will happily honor any valid warranty claims, provided a claim is submitted within 90 days of receipt of items. Customers will be required to pre-pay the return shipping; however, we will reimburse you upon a successful warranty claim. Upon return receipt of items for a warranty claim, you can expect Phoenicia Essence, Inc. to process your warranty claim within 7 days.
Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 – 14 days.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 – 30 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time
Orders are usually dispatched within 3 business days of payment of order.
Our warehouse operates on Monday – Friday during standard business hours (MST), except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched. If already dispatched, you will need to contact the courier to update your delivery address with them.
4.5 P.O. Box Shipping
Phoenicia Essence, Inc. will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time, there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Duties & Taxes
6.1 Sales Tax
Sales tax is applied in cart to the price of the goods and is based on your state and local sales tax.
6.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Phoenicia Essence, Inc. encourages you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Phoenicia Essence, Inc. at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
7. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy above.
8. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost
9. Questions
If you have any questions concerning our return policy, please contact us at customerservice@phoeniciaessence.com.
