Frequently Asked Questions (FAQ): Shipping & Returns

Shipping FAQ

Jump to shipping section.
1. What are your shipping rates?
2. Do you offer free shipping? What are the conditions?
3. What shipping carriers do you use?
4. How can I track my order?
5. Do you ship internationally?
6. What is the estimated delivery time for my order?
7. Can I expedite my shipping for faster delivery?
8. How do you calculate shipping costs?
9. Do you offer shipment insurance?
10. What happens if my order is lost or damaged during shipping?
11. Do you provide shipping updates or notifications?
12. Are there any restrictions on shipping certain products to certain locations?
13. Can I change my shipping address after placing my order?
14. What is your policy on order processing times?
15. Do you ship on weekends or holidays?
16. How do you handle backorders or out-of-stock items?
17. Is a signature required upon delivery?
18. Can I pick up my order in-store instead?
19. Do you offer express shipping options?
20. Can I ship to multiple addresses in one order?
21. What is your return policy for shipped items?
22. Can I change my shipping method after placing my order?
23. Do you offer shipping promotions or discounts?

Returns & Exchanges FAQ

Jump to returns/exchanges section
1. What is your returns & exchanges policy?
2. How long do I have to return or exchange a product?
3. What items are eligible for return or exchange?
4. Do you accept returns/exchanges for used products?
5. Is there a restocking fee for returned or exchanged merchandise?
6. What is the process for initiating a return or exchange of a product?
7. Do I need to provide proof of purchase for a return/exchange?
8. What if my item(s) arrived damaged or defective?
9. Can I return or exchange a gift I received?
10. Are shipping costs covered for returns/exchanges?
11. Do you offer refunds or store credit for returns/exchanges?
12. Are there any items that are non-returnable/non-exchangeable?
13. Can I return or exchange a customized or personalized item?
14. Is there a time limit for exchanging a product for a different scent or variant?
15. What if I'm not satisfied with the product?
16. Can I complete my return or exchange in the store rather than by mail/UPS?
17. What if my order is misdelivered or never shows up?

Shipping

1. What are your shipping rates?

We currently ship within the contiguous 48 United States for a flat rate of $10.95, with free shipping on orders with a merchandise subtotal over $100.

2. Do you offer free shipping? What are the conditions?

We offer everyday free shipping via UPS Ground on orders:

with a merchandise subtotal of $100 or more; and
shipping to addresses within the contiguous 48 United States.

Two or three times per year we also run shipping promotions where the threshold for free shipping is reduced to $50.

3. What shipping carrier(s) do you use?

We currently ship via UPS Ground only.

4. How can I track my order?

Once your order is packed up and processed, the UPS Ground tracking number will be forwarded to you at the email address you provided during checkout. You will then be able to track your order through the UPS website or app.

5. Do you ship internationally?

Unfortunately we are unable to accommodate international orders. The best advice we can give if you want to order our products internationally is to use a parcel relay service. We apologize for the inconvenience.

6. What is the estimated delivery time for my order?

UPS Ground is reasonably fast. Once your order leaves our facility, it will usually arrive:

In 1-2 business days if you're in New Jersey, Pennsylvania, Delaware, or New York;
In 2-3 business days if you're in the eastern half of the country;
In 3-5 business days if you're in the western half of the country or if you're in a very rural area.

These are just estimates, and exceptions do occur.

7. Can I expedite my shipment for faster delivery?

Sorry, but we do not currently offer this option.

8. How do you calculate shipping costs?

We don't. We switched to an entirely flat-rate method in 2023.

9. Do you offer shipment insurance?

UPS Ground automatically includes insurance on every parcel. We do not offer anything above and beyond that.

10. What happens if my order is lost or damaged during shipment?

You'll need to notify us, and we'll file claims with UPS. Once the claim is accepted we'll be able to ship out replacement product.
See this item in the Returns & Exchanges FAQ for more information.

11. Do you provide shipping updates or notifications?

Our system will automatically notify you via email — at the email address you provided during checkout — when your order has shipped. The notification will include the UPS tracking number. Our system will not provide additional updates, but you can request step-by-step notifications on the UPS website or through the UPS app.

12. Are there any restrictions on shipping certain items to certain locations?

None that we're aware of at this time.

13. Can I change my shipping address after placing my order?

We would much rather you didn't, but if you need to make a change you can contact us. If the order hasn't left our facility yet we'll do our best to catch it and correct the address.

14. What is your policy on order processing times?

Assuming everything is in stock, we aim to have orders processed, packed up, and ready to go out on the next UPS pickup the same day or the next working day. During the holiday season, there may be an extra day or so in there. If items are back-ordered or out-of-stock, this can impact order turnaround time. See question 16 for further information on the handling of back-ordered or out-of-stock items.

15. Do you ship on weekends or holidays?

UPS only picks up from our facility Monday-Friday, excluding holidays. That being said, we pack and process orders every day we're in the building. So over the weekend, we will prepare your order for shipment and then it will just go out on Monday with the next UPS pickup. If you receive a tracking code from us over a weekend or holiday, we regret to inform you it won't do anything exciting until the next standard business day.

16. How do you handle backorders or out-of-stock items?

Back-ordered and out-of-stock items are handled as follows:

If it's an item we can make quickly or transfer from our other locations, we'll delay your shipment a day to allow that to happen.
If getting the product made or moved to fill your order is going to take more than 1-2 days, we'll notify you. You will be given the option to:
- Wait for the product,
- Substitute the product, or
- Ship without it and cancel/refund that particular item.
Likewise, if the item is something we're not going to be able to fulfill in a reasonable timeframe, we will contact you to offer you a substitution or a refund of that product's price.

Your happiness and satisfaction with both the product you've ordered and the ordering & fulfillment process is important to us, and we'll work with you to make sure issues are resolved.

17. Is a signature required upon delivery?

No, we don't typically ship with that requirement.

18. Can I pick up my order in-store?

Of course! If you're in the local area (Cape May County, NJ) you can pick up your order in any of our three store locations. Just select "Pickup in-store" as your shipping method, and put a note in the order comments/instructions box specifying which store you're going to pick up from (Cape May, Airpor/Factory in Rio Grande, or the Ocean City Boardwalk location). You'll get an email and a phone call when the order is ready to go.

19. Do you offer express shipping options?

At the moment we do not offer any express shipping options.

20. Can I ship to multiple addresses in one order?

Our system does technically have that option, but we prefer you don't use it. It causes complications on our end in order processing and the system doesn't account for multiple tracking numbers... so you will only receive the tracking number for whichever portion of the order ships first.

21. What is your return policy on shipped items?

Please see the Returns & Exchanges FAQ which is on this same page.

22. Can I change my shipping method after placing my order?

It can be done, yes. Your only options are store pickup or UPS Ground. Before changing your shipment method, please be aware that:

If you select UPS Ground at the time of your order and then change your selection to in-store pickup, we can refund your shipping charge.
If you select in-store pickup at the time of your order and then change your selection to UPS Ground, we will not ship your order until applicable shipping charges are paid.
Once your order has been processed and shipped, no changes can be made.

To change your shipping method, please call our shipping department at (609)-898-0039.

23. Do you offer shipping promotions or discounts?

Yes. Usually 2-3 times per year we run free shipping promotions. During these promo periods, the threshold for free shipping is typically lowered to $50. The best way to be notified when these promos happen is to join our mailing list (signup box in the bottom right corner of the page) and/or follow us on social media.

Returns & Exchanges

1. What is your return/exchange policy?

Our returns and exchanges policy is slightly variable depending upon the type of product and the reason for the return or exchange. The rest of the questions in this section cover everything, but if you don't see the answer to your particular question, please feel free to contact us. Maybe your question will end up being added to this list.

2. How long do I have to return or exchange a product?

The window in which to initiate the process to return or exchange a product is as follows:

For products that arrived damaged/defective, 3 business days after receiving your order.
Lost shipments must be reported within 7 calendar days (one week) after the date the carrier says it was delivered.
For buyer's remorse and dissatisfaction issues, 7 calendar days (one week) after the in-store transaction or receipt of your online order.

3. What items are eligible for return or exchange?

Due to the nature of the products we sell, we must maintain a certain degree of concern for purity and sanitation. For this reason, only items that are shrink-wrapped/banded may be returned, and only if that wrap/band has not been opened, removed, or tampered with. Products not shrink-wrapped/banded cannot be returned as we are unable to restock them. Examples:

Items with shrink-wrap/banding include:: Body butter, deodorant, solid lotions
Items without shrink-wrap or banding include:: Soap, sugar scrub, bath salts, skin-balancer lotions, bare naked lady sprays, perfumes, etc.

Please note this restriction does not apply to the replacement of products lost or damaged in transit.

4. Do you accept returns or exchanges for used products?

No.

5. Is there a restocking fee for returns or exchanges?

Not at this time, but we reserve the right to change this policy.

6. What is the process for initiating a return or exchange?

The process of initiating the return or exchange is pretty straightforward.

If you are returning/exchanging at the store, just come in with the product(s) and receipt. Be advised that only managers and supervisors can perform a return transaction, and there may not be someone available at the time you come in who has that authority. You may wish to call ahead and make sure someone with the right authority is on duty before you come in.
For returns/exchanges which will require shipping of product, contact us.
For lost or damaged web orders and order fulfillment errors, contact us.
Any other situation or scenario not specifically mentioned here? contact us.

7. Do I need to provide proof of purchase for a return or exchange?

Yes. If the product was bought in-store, we'll need your sales receipt. If the product was bought online, we'll need the packing slip or invoice copy that came with the order.

8. What if my item arrived damaged or defective?

If your order arrived damaged or defective:

You must contact us within 3 business days.
We will need photos of the product, the packaging, and the specified damage or defect.
If the problem is a defect, we'll replace the product.
If the problem is damage caused by us (we can tell), we'll replace the product.
If the problem is damage caused by UPS mishandling, we will file a claim with UPS for reimbursement of the order, shipping, and replacement expenses.
When UPS approves the claim, we'll ship out a replacement.

9. Can I return or exchange a gift I received?

Yes, as long as it's a returnable product, but you will be issued store credit only.

10. Are shipping costs covered for returns and/or exchanges?

If something is being replaced due to damage, defect, or misdelivery, shipping will be covered by us. The customer will be expected to pay shipping costs for all other returns/exchanges.

11. Do you offer refunds or store credit for returns/exchanges?

Store credit only.

12. Are there any items that are non-returnable/non-exchangeable?

Yes. Please refer to question #3, where this was previously addressed.

13. Can I return or exchange a customized or personalized item?

No, unless it's defective.

14. Is there a time limit for exchanging a product for a different scent or variant?

Yes. Seven days (one week).

15. What if I'm not satisfied with the product?

The aforementioned return and exchange policies apply.

16. Can I complete my return or exchange in-store rather than by mail/UPS?

Yes, if you're in the area you may do that if you choose.

17. What if my order is misdelivered or never shows up?

If your order is misdelivered or never shows up, please contact us within 7 calendar days (one week) of the date UPS said it was delivered. We will file a missing package claim with UPS and send out a replacement for your order.
Please note that if you provided us with the wrong shipping address and your order was delivered to the wrong place as a result, we will not replace the order.

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