Shipping & Insurance Policy

Shipping insurance 
Opting Out: If the buyer chooses not to opt for shipping protection at checkout, Fragrance Nevaeh will not be liable for any loss, damage, or theft that may occur during the transit of the purchased items.
Porch Pirate or Friendly Neighborhood Fraud: In the unfortunate event of porch pirate incidents or friendly neighborhood fraud (instances where the tracking claims the package is delivered, but the buyer disputes it), specific procedures will be followed. A insurance claim for a stolen package must be reported within 48 hours of delivery.
Proof of Theft: To initiate an insurance claim in such cases, we would require the buyer to provide proof of theft. This could include photographic evidence, video footage, or any other relevant documentation demonstrating the occurrence of theft.
Failure to Provide Proof or Police Report: If the buyer fails to provide any proof Fragrance Nevaeh will not be held liable, even if the buyer had initially opted for shipping protection.
 

Order Confirmation

01.

Orders are processed in 2-3 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2-3 business days of their arrival in stock.

02.

Once you place an order on Fragrance-Nevaeh.com, you will receive an order confirmation email. This email serves as an acknowledgment that we have received your order and includes a summary of the items purchased, payment details, and your chosen shipping method.

03.

Please review the confirmation email carefully. If you notice any discrepancies or errors, contact us immediately at customercare@fragrance-nevaeh.com to make any necessary corrections.

04.

Please double-check that you have entered the correct address. We are not liable for non-delivery due to address errors that you provide. We will refund the original order if an order is returned due to an incorrect address.

Order Confirmation

01.

Orders are processed Monday through Friday, excluding holidays. We strive to process and dispatch orders within [1-3 business days] after the order is placed

02.

Orders placed after [ 12:00 PM CDT] or on weekends/holidays will be processed on the next business day

03.

During peak periods or promotional events, processing times may be extended. We will communicate any delays via email or on our website.

Shipping Options for US Orders

All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

 

We value your shopping experience and strive to provide convenient and cost-effective shipping options. If you have any questions or require further clarification about our Free USPS Ground Shipping offer, feel free to reach out to our dedicated team at customercare@fragrance-nevaeh.com. We're here to assist you.

Shipping Options

Description & Price

USPS Ground Shipping for Domestic Orders Only.

Orders under the threshold of $0.00–$99.00 Not including weekends.

Description: For domestic orders totaling between $0.00 and $99.00, we offer USPS Ground shipping at a cost of $4.99 USD. This provides an affordable option for USPS Ground delivery.

Enjoy Free USPS Ground Shipping on all orders over the threshold $100.00 and up. Not including weekends.

Description: Good news! Domestic orders totaling $100.00 and above qualify for free USPS ground shipping. It's our way of saying thank you for your larger purchase.

Premium U.S. Shipping for Domestic Orders Only. Not including weekends.

Premium U.S. Shipping for Domestic Orders Only - $7.00 USD:

Description: Enjoy fast and reliable shipping with our Premium U.S Shipping option for Domestic Orders only at a flat rate of $7.00 USD. This ensures your order is delivered promptly and securely.

NOTE: We are not responsible for shipping carrier delays.

Tracking and Notifications: Stay in the loop! Utilize tracking information for real-time updates on your package's journey, empowering you to manage deliveries effectively.
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USPS Ground Shipping for Domestic Orders - Terms and Conditions: 

We're excited to offer Free USPS Ground Shipping for all Domestic orders over the threshold $100.00 and up (excluding taxes), delivering the convenience of complimentary shipping to customers anywhere in the United States

Terms and conditions for all USPS Ground Shipping:

  • Eligibility: This offer is exclusively valid for domestic orders within the United States.
  • No Coupons Needed: Enjoy the benefits of free shipping for orders over the threshold $100 and up without the need for coupons or promotional codes.
  • Exclusions: Orders eligible for Free USPS Ground Shipping exclude purchases of E-Gift Certificates, Gift-Wrapping, additional shipping and handling charges, and any applicable taxes.
  • Non-Transferable: Free shipping does not apply to previous purchases and cannot be redeemed for cash.
  • Offer Adjustment: In cases of returns, exchanges, or cancellations, this offer may be subject to alteration. Fragrance-Nevaeh.com reserves the right to adjust or discontinue this offer at any time without prior notice.
     

Premium U.S Shipping for Domestic Orders - Terms and Conditions:

We're excited to offer Premium U.S Shipping for all Domestic orders for a flat rate of $7.00 (excluding taxes), shipping to customers anywhere in the United States.

  • Eligibility: This offer is exclusively valid for domestic orders within the United States.
  • Not available: For shipping on weekends
  • Exclusions: Orders eligible for the flat rate of $7.00 Premium U.S Shipping for domestic orders only exclude purchases of E-Gift Certificates, Gift-Wrapping, additional shipping and handling charges, and any applicable taxes.
  • Non-Transferable: Premium U.S. Shipping for domestice orders  only does not apply to previous purchases and cannot be redeemed for cash.
  • Offer Adjustment: In cases of returns, exchanges, or cancellations, this offer may be subject to alteration. Fragrance-Nevaeh.com reserves the right to adjust or discontinue this offer at any time without prior notice.
  • Available: P.O. Boxes are available with Premium U.S Shipping option. 

Shipping Carrier Delays
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Fragrance-Nevaeh.com partners with reputable shipping carriers to ensure timely delivery of orders. However, please be aware that once a package is in the possession of the selected shipping carrier, we are not responsible for any delays that may occur during transit. This includes, but is not limited to, delays due to weather conditions, natural disasters, customs processing, or other unforeseen circumstances.
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 While we make every effort to provide accurate delivery estimates, shipping times are provided by the carrier and may vary depending on the destination and other factors beyond our control. Therefore, we cannot guarantee the exact delivery date of your package.
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In the event of a shipping delay caused by the carrier, Fragrance-Nevaeh.com will not be held liable for any resulting inconvenience or loss. Customers acknowledge and accept that late delivery of a package does not entitle them to a refund or compensation from Fragrance-Nevaeh.com.
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We recommend that customers track their shipments using the provided tracking information and contact the shipping carrier directly for updates on the status of their delivery. If you have any concerns about the delivery of your package, please don't hesitate to reach out to our customer support team for assistance.
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Shortages/Damages Policy?

Responsibility Acknowledgment: If an item has been shipped from our warehouse in a damaged or flawed condition, Fragrance-nevaeh.com accepts 100% responsibility for that item. Unless if description says otherwise in the product.

 

Reporting Damages or Shortages

In the event, you receive a product that has been damaged in shipping, or short-shipped, please follow these steps:

Contact Customer Service: Contact our Fragrance Nevaeh Customer Service within 3 days of receipt by emailing customercare@fragrance-nevaeh.com.

Provide Information: Include the order #, items, and quantities damaged/shorted in your email.

Submit Visual Evidence: Photos of the shipping box and damaged product(s) must be submitted along with details of the nature of the damage. This includes pictures of the shipping box, damaged product box as well as the damaged product in itself. These photos are REQUIRED in order to have a successful insurance claim.

Signing for Your Package?

Insurance Requirement: After you reach the order value threshold of $300 we require a signature when you're package is delivered. 

Coverage Duration: Once your purchases have been delivered to the specified address and signed for, your package is no longer covered by insurance.

 

Legal Disclaimer

 

Waiver of Liability: By waiving the signature confirmation for your package, you acknowledge and accept that Fragrance Nevaeh will NOT be responsible for any theft or damage

Failed Deliveries?

If a package is returned to us due to an incorrect address or if it is unclaimed, we will contact you to arrange re-shipment. Additional shipping fees may apply for re-delivery.

Order Status Updates

You can check the status of your order at any time by logging into your account on Fragrance-Nevaeh.com. We also send email updates at each stage of the process (order confirmation, shipping confirmation, etc.)

Undelivered, Unclaimed, Refused Packages

Responsibility for Shipping Handling (SH):  Your convenience is important to us. For redelivery and returns, refused customers are responsible for Shipping and Handling (SH) fees unless the situation arises from a Company or Carrier error.

Non-Reimbursable Items: Certain elements like shipping handling, tax, and gift wrapping can't be reimbursed. We appreciate your understanding on this matter.

Original Shipping Cost: The original shipping cost remains unchanged for undelivered, unclaimed, refused, or returned packages unless it's a Company error. We're committed to making things right.

Payment Verification

All orders are subject to payment verification. If there is an issue with the payment method provided, we will contact you via email or phone. Orders with unresolved payment issues may be delayed or canceled.

Backorders and Out-of-Stock Items
  • In the rare event that an item you ordered is out of stock, we will notify you as soon as possible. You may choose to wait for the item to be restocked, substitute it with a similar product, or cancel the item for a full refund.
  • Backordered items will be shipped as soon as they become available. If you prefer to cancel the backordered item, please contact our customer support team.

Pre-Orders

For items available for pre-order, your payment will be processed at the time of order placement. Pre-orders will be shipped as soon as the item becomes available, and you will be notified via email with tracking information.

Preorders / Cancellations

All preorder estimates and dates of fulfillment are always in the description of the preorderable item. Please make sure be aware of the date that the items are expected to be fulfilled.

Any preorder cancellations will come with a 5% cancellation fee.

Preorder cancellations due to excessive delay in fulfillment are subject to different outcome, if an issue like this may arrive Fragrance Nevaeh will work with you to the best of their ability to find a mutually acceptable outcome.

Communication Channels for Cancellations

Contact Us: If you need to cancel an order, please reach out to our customer support team promptly. You can contact us via email at customercare@fragrance-nevaeh.com.

Timely Communication: For the smoothest cancellation process, please get in touch with us as soon as possible. We'll do our best to accommodate your request.

Required Information: When initiating a cancellation, please provide the order number and any additional details to assist our customer support team in processing your request promptly.

Cancellation Charges before your order has been shipped out.

General Rule: In cases of cancellations, the customer is responsible for all shipping and handling charges if the order has already shipped.

Exceptions: Even if there were no initial shipping fees connected to the order (e.g., free domestic shipping with $100 and above, or purchases made with Store Credit), the customer will still be held responsible for all shipping charges of returned items.

Canceled Orders: 3% will be charged for any cancelled order not shipped yet. This is to cover transactional / refund fees incured.

In-Transit Orders: We cannot process claims, refunds, or additional requests once a package is in transit with the carrier.

International Shipping Policy

We process orders within 2-3 business days, excluding weekends and holidays. Pre-ordered items are processed within 2-3 business days of arrival in stock.
Successfully placed orders will receive an e-mail confirmation with the order details. If you do not receive an e-mail, please check your spam filter or contact us for confirmation. Please keep in mind, we have a strict no-return policy for international orders. International orders are final sale items.

Shipping Options

Estimated delivery time

Price

First Class Package International

6-10 business days.

Based on total order weight

UPS Worldwide Saver®

Overnight to 7 business days, depending on the destination.

Based on total order weight

UPS Worldwide Express®

Within 2-5 business days.

Based on total order weight
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Delivery Charges: Customers are responsible for customs fees and taxes imposed by their local authorities.

Customs Information: For specific details on shipping charges related to customs fees and taxes, please contact your local customs office.

Customer Accountability: In the event of shipment refusal, customers will be accountable for original shipping costs, duties, taxes, customs charges, and return shipment fees.

Refund Deductions: For refused shipments, any qualifying fees will be deducted from the refund amount.

Cost Reduction Efforts: We are committed to fair practices and do not profit from shipping charges. Our efforts are directed towards minimizing costs for our customers.

Shipping Costs and Delivery Time: Shipping costs range depending on your location. Orders typically take 4-15 business days.

Customs Policies: Please note, Customs policies vary from country to country. You may be subject to import duties and taxes, which are enforced once a shipment reaches your country. Charges for customs clearance must be paid by you. Unfortunately, we have no control over these charges.

Legal Obligations: We adhere to legal requirements by accurately disclosing package details, including value and content. 

Order Processing Time: All orders are processed promptly within 1 to 2 business days (excluding weekends and holidays) from the moment you receive your order confirmation email.

Additional Charges: Additional international shipping charges may apply, including surcharges and per-item shipment costs for each additional item selected.

Communication on Surcharges: In rare cases of surcharges or order delays, we will promptly inform you via telephone or email, providing details of all additional costs.

Lost Packages: While we strive for timely and secure delivery, we understand that unforeseen circumstances can lead to lost packages. Please note that once the package is handed over to the shipping carrier, we cannot be held responsible for packages lost in transit.

Broken Items: In the unfortunate event that an item arrives damaged or broken, please contact us immediately. However, it's important to clarify that for international packages, we do not offer replacements or issue refunds for items that are broken during transit.

Limitation of Liability: Once a package leaves our facility and is in the hands of the shipping carrier, we relinquish control over its handling. Fragrance-Nevaeh.com is not liable for any loss or damage that may occur during shipping.

Lost or Stolen Packages: For packages marked as delivered but not received, please contact the shipping carrier directly. We recommend checking with neighbors and local postal services, as well as filing a claim with the carrier if necessary. Unfortunately, we are not responsible for lost or stolen packages once they are marked as delivered.

NOTE: We are not responsible for shipping carrier delays.

Additional Legal Considerations

Force Majeure: Clarify that Fragrance Nevaeh is not responsible for delays or failures in delivery caused by events beyond its control, such as natural disasters, strikes, or other force majeure circumstances.

Terms Acceptance:  Specify that by making a purchase and accepting the terms of the shipping and insurance policies, the customer acknowledges and agrees to abide by these terms.

Modification Clause: Communicate that Fragrance Nevaeh reserves the right to modify or update these policies, and customers should periodically review them for any changes.

Refund policy