Policies

Order Cancellation

Each order placed with The Scent Lab is bespoke and decanted to order, meaning once a sample is prepared, it cannot be undone. Because of this, orders can only be canceled before they have been decanted. If you need to cancel an order, please contact us as soon as possible.

Authenticity Guarantee

We guarantee that every fragrance we offer is 100% authentic and decanted directly from the original bottle. If you require proper documentation to verify authenticity, we are happy to provide it upon request. The Scent Lab is committed to transparency and quality in every sample we provide.

Returns & Refunds

Due to the custom nature of our products, we do not accept returns or exchanges. However, if your order arrives damaged or leaking, we will gladly issue a replacement or refund. Proper documentation, such as clear photos of the damaged item and packaging, is required for resolution.

Shipping & Processing Times

All orders are shipped via USPS Ground Advantage, as fragrance is classified as a flammable substance and cannot be transported by air.

Orders placed before 12 PM (Monday–Friday) will be shipped the same day.
Orders placed after 12 PM or on weekends will be shipped the next business day.

At this time, we do not offer international shipping.

Lost or Stolen Packages

Once an order has been shipped and marked as delivered, The Scent Lab is not responsible for lost or stolen packages. If your package is missing, we recommend filing a claim with USPS for resolution.

Incorrect Shipping Address

Please double-check your shipping details before completing your purchase. Unfortunately, we cannot issue refunds or replacements for orders that were shipped to an incorrect address provided by the customer.

Shipping Delays

We strive to process and ship all orders as quickly as possible, but please note that shipping times are estimates and may be affected by factors beyond our control, including weather conditions, holidays, or USPS delays.

If you have any questions or concerns regarding your order, please feel free to reach out to us.