Please visit us in-store to experience our captivating fragrances firsthand. We are excited to help you find the perfect scent! We are located at 17310 Yonge St, Unit 12B , Newmarket, ON, L3Y 7R9

Shipping and Return

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 UPS and 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.

Ontario - Quebec Canada - $14.95 delivery (1-3 business days) excluding handling.

All other provinces, $18.00, delivery (5-7 business days, excl. rural areas and NT/NU/Yukon, which may take up to 14 business days

USA - $25 For (1-2) products. If it's more than that we will get back to you with an exact quote prior to shipment.

Shipping to a PO BOX may incur additional costs, depending on your location. In such cases, we will always contact the customer before shipping the order.

Typically, shipping is standard as stated above. However, extra fees may be incurred for remote addresses, PO boxes or more than 2-3 bottles . In such instances, we will revise the shipping cost according to the quoted rate for the delivery address and notify the customer to cover the difference. This policy applies to both Canadian and US customers.

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: If you receive any goods that are missing or damaged, you must notify us within 24 hours of receipt. In case of any issues, please contact us immediately and ask to speak with the web sales team. Retain the damaged packaging, as it may need to be inspected. If we are not notified within the specified time frame, we will not be held liable for any claims regarding missing or damaged items.

Free Pickup

If you have placed an order for pickup, please note that you have two weeks to collect it. After this time, we cannot guarantee the fulfillment of your order. If the item is still in stock, we will proceed with the pickup; otherwise, a refund will be issued. If the two-week period has passed, please contact us by phone or email to confirm availability.

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 are committed to providing 100% authentic products. We guarantee the genuineness of all items and do not sell knockoffs or imitations. Our exchange policy allows for returns or exchanges within 7 days from the date of delivery. After this period, we are unable to process any exchange or refund requests.

To be eligible for an exchange or refund, the item must be unused, unopened, and in the same condition as when it was received, including the original packaging and unaltered contents.

- Opening a bottle compromises its quality and the integrity of its formula. Once opened, the bottle may no longer close properly, causing the loss of essential ingredients, including alcohol due to evaporation. If the bottle nozzle has been opened, the warranty is void, and the product cannot be returned under any circumstances.

- If you have received an incorrect item but have already opened it, we are unable to process a return. To ensure a proper exchange, please do not open the item and contact us immediately. We will be happy to arrange a refund or exchange for you.

- Items labeled as "Testers" or "Open Box" are sold as-is and are not eligible for return, exchange, or refund.

- Once the cellophane or seal is broken, the item will no longer be eligible for exchange or refund.

- Many products may not include a batch code, but this does not affect their authenticity. If you are unsure, please ask us for clarification before making a purchase. If you receive an item without a batch code, please contact us immediately and refrain from opening the package. Once the cellophane or seal is broken, the item will no longer be eligible for exchange or refund.

- When placing an order, please ensure that you are selecting the correct item. Do not make assumptions. If you are looking for a specific packaging or batch code, please contact us prior to placing your order to confirm details. We do not accept returns for incorrect items ordered.

- Some products may feature updated packaging, while older images may still be displayed. If you are concerned about the packaging, please reach out to us before placing your order to clarify any details.

- Please make sure you've received the correct product. Sometimes, the bottles may look the same, but the fragrance can differ in some cases. This happens when the manufacturer reproduces both the bottle and scent with a new formulation, which can affect the fragrance. It is the customer's responsibility to verify the product before opening it. You can check the batch code to compare and see if it’s from an older or newer batch. Once opened and used, if you feel the fragrance is different, it cannot be returned for an exchange or refund.


To initiate a return for an exchange, please provide a receipt or proof of purchase. Kindly refrain from returning the item directly to the manufacturer. As the customer, you are responsible for covering the shipping costs for the exchange, both to and from us.

If an item is returned to us due to failed delivery attempts or an incorrect/missing address provided, we will issue a refund, minus the shipping costs (both ways).

If you change your mind or decide to return the item, you will be responsible for covering the shipping costs on both ends.

You may also visit our physical store to process an exchange.

We have extensive knowledge of our products and can identify counterfeit items. If a returned item is determined to be counterfeit or not purchased from The Fragrance Shop, we will initiate legal action.

 

 

Please note: The condition of the returned item will be assessed at our discretion to ensure it meets the criteria for an exchange. A restocking fee of up to 30% may apply.


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.

We are not reponsible for any kind of dealy by carrier.

We strongly recommend purchasing insurance for this package, as we are not responsible for any loss, damage, or theft that may occur during transit only. Please note that this insurance covers the package only up to the point of delivery and does not cover theft from the property. Additionally, it applies exclusively to residential addresses and does not cover commercial locations.

Lost Item:

If your package is lost (not from your property after delivery), please reach out to us, and we will initiate an investigation. This process may take 10-14 business days. If the claim is approved, we will send a replacement of the same item. If the item is out of stock, we will arrange for a restock or, if that’s not possible, issue a refund.

We are not responsible for any items that are lost or misplaced after successful delivery.

Shipment Insurance:

We strongly recommend purchasing insurance for this package, as we are not responsible for any loss, damage, or theft that may occur during transit only. Please note that this insurance covers the package only up to the point of delivery and does not cover theft from the property. Additionally, it applies exclusively to residential addresses and does not cover commercial locations. If you are submitting a claim, please ensure that you have the shipping box and original packaging in your possession, as the insurance company may request to inspect them.

Shipping charges and shipment insurance are non refundable.

Insurance Claim:

If a claim needs to be opened for any reason, the typical processing time is between 8 to 14 business days. While claims are sometimes resolved sooner, the timeline is determined by the insurance company or the selected carrier, and unfortunately, it’s outside of our control.

We truly understand how frustrating delays can be—especially when the matter feels urgent. Please know that we’re here to support you throughout the process, and we appreciate your patience and understanding as the investigation is completed.

Customs and FDA Regulations:

If your package is held at Customs or by the FDA, please be aware that it may take time to clear. Occasionally, packages are randomly selected for inspection, and there is no way to expedite this process through these authorities. In such cases, we recommend monitoring the tracking link for the most up-to-date information. Rest assured, your purchase is 100% safe and guaranteed. If, for any reason, your package is lost after a successful delivery attempt, we will either replace it or issue a refund. However, a refund cannot be requested until the matter is fully resolved. We sincerely appreciate your patience and understanding during this process.