Shipping & Delivery

Order Processing

Orders are generally processed within 1–3 business days.

Business days are Monday through Friday, excluding holidays.

Processing time is separate from carrier transit time. During major sales, holidays, product launches, or periods of unusually high order volume, processing may take longer.

U.S. Shipping

Once your order has been processed and shipped, delivery time will depend on the shipping method selected at checkout and the destination.

Estimated delivery dates shown at checkout are estimates and are not guaranteed.

Carrier delays caused by weather, service disruptions, holidays, or other circumstances outside of Twin Scents’ control may affect delivery times.

Tracking Your Order

Once your order ships, you will receive a shipping confirmation containing your tracking information.

Tracking may take up to 24–48 hours to begin showing movement after the carrier receives the package.

You can also use our Track My Order page for shipment updates.

Address Changes

Customers are responsible for entering the correct and complete shipping address at checkout.

If you notice an address error, contact Twin Scents Customer Support as soon as possible.

We will try to accommodate address changes before fulfillment begins, but we cannot guarantee that an address can be changed once an order has entered processing or has been assigned a tracking number.

Twin Scents is not responsible for delivery problems caused by an incorrect or incomplete address entered by the customer.

Delayed or Stalled Tracking

It is normal for tracking information to occasionally go several days without an update while a package is moving between carrier facilities.

If tracking has not updated for an extended period, contact us and we will review the shipment.

For U.S. shipments, we recommend contacting us if tracking has shown no movement for 7 business days.

Lost Packages

If a package appears to be lost in transit, Twin Scents may open an investigation with the shipping carrier before issuing a replacement or other resolution.

Customers may be asked to allow reasonable time for the carrier investigation to be completed.

If the carrier confirms that the shipment was lost, Twin Scents may provide a replacement, store credit, or refund depending on the circumstances.

Packages Marked Delivered

If tracking shows your package as delivered but you cannot locate it, please complete the following steps first:

1. Check around your property and usual delivery locations.
2. Check with household members, neighbors, front desk, mailroom, or building management.
3. Allow up to 48 hours, as carriers may occasionally mark a package delivered shortly before final delivery.
4. Contact the shipping carrier using your tracking number.

If the package is still missing after completing these steps, contact Twin Scents Customer Support so we can review the shipment.

A package marked delivered by the carrier does not automatically qualify for a refund.

Damaged Packages

If your fragrance arrives broken, leaking, damaged, or defective, contact us within 7 days of delivery.

Please provide clear photos or video of:

• The damaged product
• The shipping box or mailer
• The internal packaging
• The shipping label

Once verified, we may provide a replacement, refund, or store credit.

Missing Items

If an item is missing from your shipment, contact us as soon as possible.

We may request photos of the package, packing materials, shipping label, and everything received in the shipment before reviewing the claim.

Returned to Sender

If a package is returned to Twin Scents because of an incorrect address, refused delivery, failed delivery attempts, or another customer-related delivery issue, additional shipping charges may apply before the order can be resent.

If the return was caused by a carrier or Twin Scents error, we will work with you on an appropriate resolution.

Shipping Delays Outside Our Control

Twin Scents is not responsible for delays caused by events outside our reasonable control, including severe weather, carrier disruptions, natural disasters, customs delays, or transportation interruptions.

We will still do our best to help you locate or resolve a delayed shipment.