Shipping Policy

Processing and Delivery

Please allow 2–3 business days, Monday through Friday, for order processing. Standard transit time is approximately 5–8 business days after shipment via USPS or UPS. These are separate processing and transit periods. Orders are subject to payment confirmation and product availability.

We do not ship to P.O. boxes or APO/FPO addresses. Available destinations and shipping options are shown at checkout.

Once your order ships, we will email your tracking number. If you have not received a shipping confirmation after the stated processing period, please contact info@scentrabbit.com.

Free Standard U.S. Shipping

We offer free standard domestic shipping on all eligible U.S. orders, including purchases made using store credit. No minimum purchase or coupon is required.

Free shipping does not include optional shipping protection, gift wrapping, expedited or additional shipping services, or applicable taxes. It cannot be redeemed for cash or applied retroactively. Return-related shipping deductions are explained below.

Order Changes and Cancellations

Contact us immediately if you need to change or cancel an order. Custom and pre-ordered pieces cannot be swapped for other designs. Once the shipping process begins, we cannot change the order.

Orders canceled before shipment qualify for a full refund, including any shipping charges paid. Once an order has shipped, it cannot be canceled in transit; applicable returns are handled under our Return and Refund Policy. This does not prevent you from reporting a delivery issue or submitting a shipping protection claim.

Optional Shipping Protection

ScentRabbit offers optional shipping protection during checkout. The cart displays two options: “Protected checkout,” with the additional charge shown, and “Checkout without protection.”

Selecting “Checkout without protection” declines optional shipping protection for that order. Free shipping does not include optional shipping protection.

If you purchase protection, contact us with your order number to report a shipping issue. Coverage, exclusions, documentation requirements, and available remedies are subject to the protection terms applicable to your purchase. The declined-protection exclusions and discretionary goodwill limits below do not replace benefits owed under purchased protection.

Orders Without Shipping Protection

If you decline shipping protection, ScentRabbit does not provide refunds or replacements for packages that become missing, stolen, or damaged after confirmed delivery to the shipping address provided with your order, except where required by applicable law.

Delivery confirmation may include carrier tracking records, delivery photographs, carrier location records, signatures when required, or other available evidence. Delivery disputes are reviewed using the available records; a delivery scan is considered alongside other evidence.

Collecting and Securing Your Package

Customers are responsible for monitoring tracking updates and arranging prompt collection and secure storage of packages after delivery.

If you will be traveling, moving, or otherwise unavailable, arrange for a trusted person to collect the package or explore available delivery arrangements with the carrier before delivery.

Purchasing shipping protection does not remove your responsibility to arrange prompt collection and secure storage after delivery. ScentRabbit does not accept responsibility for theft, disappearance, or weather-related damage resulting from a package being left unattended at the confirmed delivery address for an extended period, including when shipping protection was purchased.

Being away from home does not extend coverage or create protection that was declined. Any benefits owed under the shipping protection terms applicable to your purchase, and rights required by applicable law, remain unaffected.

Signature Requirements

Shipping protection and signature confirmation are separate services. Not every shipment has a signature requirement. A shipment without a signature requirement may be delivered without anyone being present to sign.

The absence of a signature requirement does not mean shipping protection is included. Declining shipping protection is not the same as waiving signature confirmation.

Any provision concerning waived signature confirmation applies only when a signature was originally required and the recipient authorized its removal or release. For protected orders, the effect of a signature waiver on coverage is governed by the applicable protection terms.

Packages Marked Delivered but Missing

If tracking shows delivery but you cannot locate your package:

1. Review the carrier’s delivery details and any available delivery photograph.
2. Check entrances, mailrooms, parcel lockers, reception areas, and other delivery locations at your address.
3. Ask household members, neighbors, or building staff whether they accepted the package.
4. Notify the carrier and email info@scentrabbit.com promptly with your order number and a description of the issue.

If you believe the carrier delivered to the wrong location or recorded delivery incorrectly, explain the discrepancy and provide any supporting information.

ScentRabbit will review available delivery records and assist with carrier inquiries where needed. Opening an investigation does not automatically qualify an order for a refund, replacement, or store credit.

Documentation and Claim Review

Depending on the issue, we may request relevant documentation, including delivery photographs, photographs of damaged goods and packaging, carrier correspondence, or a police report for reported theft. Retain damaged goods and packaging while the issue is reviewed.

A police report documents a reported incident. It does not independently establish shipping protection coverage or guarantee reimbursement.

Information submitted must be accurate and authentic. Knowingly false statements or fabricated or materially altered evidence may result in denial of discretionary assistance. Claims under purchased protection remain subject to the applicable protection terms.

Discretionary Goodwill and Store Credit

Declining shipping protection does not entitle an order to reimbursement for loss, theft, or damage occurring after confirmed delivery.

If ScentRabbit elects to offer a goodwill credit for such an order, it will be issued exclusively as ScentRabbit store credit, rather than cash or a refund to the original payment method, except where required by law.

Eligibility and the amount offered are determined individually after review. Store credit is not guaranteed and may cover less than the order’s full value.

A goodwill offer does not constitute an admission of responsibility or establish entitlement to compensation for future claims. This provision does not replace refunds required by applicable law, refunds otherwise due under our Return and Refund Policy, or benefits owed under purchased shipping protection.

International Shipping and Customs

International shipping is available only to supported destinations shown at checkout. Available shipping options and charges are displayed before payment.

Customers are responsible for applicable customs duties, import taxes, and brokerage fees. For international delivery problems, contact us with your order number. Applicable purchased-protection terms and the delivery review provisions above govern; international shipment alone does not override coverage or customer rights.

Returned, Refused, Unclaimed, or Undeliverable Packages

Customers must provide a complete and accurate shipping address. Packages returned because of an invalid address, refusal, or failure to collect may be subject to an $8 return-to-sender fee, along with applicable original and return shipping costs. For orders shipped free, the actual outbound shipping cost may be deducted from an eligible reimbursement. Gift-wrapping charges are non-refundable once the service has been provided.

Shipping costs and return-to-sender fees will not be charged to the customer when the return results from a ScentRabbit error. Confirmed carrier errors are reviewed separately. These deductions remain subject to applicable law and our Return and Refund Policy.

If reshipment is requested because of an incorrect address, refused or unclaimed package, or missed delivery, the customer is responsible for applicable reshipping charges unless the issue resulted from a ScentRabbit or confirmed carrier error.

Applicable sales taxes are refunded on qualifying returned merchandise. Tax adjustments for exchanges depend on the replacement item’s price. See our Return and Refund Policy for eligibility and processing details.

Contact Us

Email info@scentrabbit.com with your order number and details of your question or delivery issue.