Shipping and Return
Our goal is to make your shopping experience optimal, comfortable & simply excellent, both during purchase and after. If for any reason our customer service fails to meet your expectations, contact us and we will do what we can to make you happy.
To serve you better and to provide better shipping experience we have a partnership with Canada Post, allowing us to serve you better and optimize your online warehouse sale shopping experience. The below schedule outlines delivery time and cost for shipping.
Delivery Attempts
Canada Post will make 1 delivery attempt to residential addresses. If you are not home, a notice will be left at your door and you must arrange to pick up the parcel at a local post office, as specified on the notice. If a failed delivery attempt is made, you must pick up the parcel at the post office within 10 business days.
Rest free, 80% of the time, the local post office is located within 2km from your home residence and mostly located in Shoppers Drug Mart stores. Please confirm the address for pickup on the notice slip.
If your parcel is not picked up within 10 days, it will be returned to us. In this situation, we will refund your purchase LESS the shipping cost.
My Order Hasn't Reached
You will receive your shipment between 1-6 business days (excl. NT, NU, NS) of placing your order. If you do not receive your order by 6 business days, please send us an email, and we will investigate further. A tracking number will be emailed to you upon order fulfillment.
In the unlikely event, your product is not in stock, we will send you an email advising of the delay in shipping. At that point, you can specify if it is okay to wait for the order or if you would like to cancel instead at no cost.
PLEASE NOTE: Any goods missing or received damaged must be notified to us within 3 days of receipt. If you receive any goods damaged or there is anything missing, please contact us immediately and ask to speak to the web sales team. Please keep any damaged packaging as we may need to have it examined. If you do not notify us of any items missing or damaged within this time, we will not be liable for goods claimed to be damaged on receipt.
Free Pickup
Optimize your time by conveniently placing your order online. At the Checkout stage, you have the option to select local pickup, allowing you to save on shipping costs. Kindly await an email confirmation once your order has been placed. We will promptly notify you via email when your order is ready for pickup. Take advantage of exclusive online offers, available for a limited time. Once you receive the order pickup email, you can collect your items during regular business hours.
Our store address:
17310 Yonge St. Unit 12B , Newmarket, ON, L3Y 7S1, PH: 905-235-7467
For Free Pickup, We need order printout. If someone else is coming for pickup on your behalf we would need the Full name of the person ahead of time. You can include personal information during checkout in Order Notes to avoid delay.
Return, Refund and Exchange Policy
At The Fragrance Shop, we take pride in offering 100% authentic products. We guarantee that all our items are genuine and do not sell knockoffs or imitations. Our online and In-Store sales policy allows for exchange only within 7 days from the date of purchase. Please note that after 7 days, we are unable to process an exchange. To qualify for an exchange, your item must be unused, unopened, and in the same condition as when you received it. Additionally, it should be in the original packaging with unmodified contents. Opening a bottle yourself always results in a loss of quality and loss of raw materials that are important for the formula. A bottle will no longer close properly, which means that raw materials will be lost. Alcohol evaporates when a bottle no longer closes properly.If the buyer has opened the bottle nozzle, the warranty is voided, and the product cannot be returned under any circumstances.
- All items labeled as "Testers" or "Open Box" are sold as-is and cannot be returned, exchanged, or refunded.
To initiate a return for an exchange, please provide a receipt or proof of purchase.
Please refrain from returning your purchase directly to the manufacturer. As the customer, you are responsible for covering the shipping costs for exchange (both ways).
If for any reason the courier company returns an item due to failed delivery attempts or wrong/ missing address provided, a refund will be issued with the deduction of shipping costs (both ways).
Should the cusotmer decide to return the item or changed heir mind, they will be responsible for covering the shipping costs on both ends.
• You may also visit our physical store for an exchange.
We have a deep understanding of our products, and if you attempt to return a counterfeit item that was purchased elsewhere, we will be able to identify it. In such cases, we will initiate a legal process upon receiving the product if it is determined that the returned item was not purchased from The Fragrance Shop.
Note: The condition of the item will be assessed at our discretion to ensure it meets the criteria for an exchange.
Return Shipping Label:
The buyer is responsible for return shipping label and cost, as well as coordinating return shipping logistics with the carrier. This applies to both Canada and USA customers.
Second option:
We can generate a label for a customer and send it via email, but the cost of that label is subtracted from their refund. This applies to Canadian customers only. We can’t provide return shipping labels from cross border customers such as USA.
