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
Save your time by placing your order online. Even if you need to pick it up, you don’t have to wait for items at the store and of course, special deals are only available online. You can pick up your order 7 days a week during normal business hours.
Normal Business hours are From Monday –Friday 10 am – 7 pm, Saturday 10 am – 5 pm, and Sunday 11 am – 5 pm.
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.
Refund Policy
Returns/ExchangesAll our products are 100% authentic, guaranteed. We do not sell knockoffs nor imitations.
Our online sales policy lasts 7 days from the date of purchase. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a full refund return exclude shipping (both ways), your item must be unused, unopened and in the same condition that you received it*. It must also be in the original packaging and contents unmodified. To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer. You, the customer, is responsible for shipping costs for returns. *Note: per our authenticity guarantee, if you claim the product is not on par with your expectations with respect to quality after opening the package, we will
• Initiate a full no-cost-to-you return
• Send the returned product for testing or back to the manufacturer for examination (can take a few weeks).
• Either exchange the product or issue a full refund
Attention fraudsters: We know our product. If you try to return a fake product that was purchased elsewhere, we will know and on receipt of the product, will initiate a legal process if we find the returned product was not purchased from The Fragrance Shop.
There are certain situations where only partial refunds are granted: (if applicable)
• Any item returned which is not in its original condition, opened, damaged or missing parts for reasons is non-refundable or exchange.
• Any item returned by the courier company after failed delivery, attempts or incorrect item purchased will be refunded with less shipping cost (both ways) as long as the item is still sealed.
• You may visit us in-store as well for any returns/exchanges.
Return Shipping Label:
The buyer is responsible for return shipping and purchasing the shipping label, 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.
