Shipping
Order characteristics such as size, weight and distance will determine the method for delivering your order. Orders will ship via courier, parcel services or motor freight as selected by us at the time the order is packed for shipment. Shipping fees are calculated per order and displayed to customer prior to order completion and collection of payment. All shipping fees are charged at the time the order is placed and are considered final.
If a shipping rate or carrier is quoted incorrectly due to typographical error or error in pricing information, we shall have the right to refuse, adjust or cancel the applicable order whether or not the order has been confirmed or whether or not payment has been remitted. We shall make every reasonable effort to meet your specified delivery date, but in no case shall we be liable to you if we are unable to meet such date.
It is your responsibility to provide accurate contact and shipping information. Additional shipping charges may apply if we or the shipper is unable to contact you, or if you are not available to receive the shipped products, or if products are redirected at your request. In the event the delivery location is not entered correctly, we or the motor freight carrier will bill you directly for any additional shipping, handling or other fees. We are not responsible for any errors made in your billing or shipping addresses. Please double check all information prior to placing your order. All shipping labels will be made to the address you provided. In the event an order is placed and the shipping address is incorrect or invalid and sent back to us, the buyer will be responsible for any additional shipping costs associated to have the order re-shipped. Indigo Fragrance will not be held liable for shipments directed to an address other than the shipping address on the original order.
Indigo Fragrance does not prepare orders selected for pick up for shipping or transport via a third party. Indigo Fragrance reserves the right to refuse delivery to a common carrier or other third party attempting to pick up an order on behalf of Customer. Indigo Fragrance does not support the use of freight forwarding services. Customers engage freight forwarders at their own risk. Indigo Fragrance will not complete or sign any documentation from freight forwarding companies or forwarding agents or replace any orders going through a freight forwarder.
We reserve the right to change the shipping method for your order at any time to allow for accurate coverage of shipping and packaging charges or to better suit the needs or requirements of the content shipped. We currently ship to all 50 states in the US. This especially rings true as we just launched or new website and are still working out kinks.
PLEASE NOTE: Unless specifically requested by you, the customer, we authorize shipping carriers to release your package(s) without a signature at the delivery destination. If your package status shows delivered and you did not receive your package, it may have been stolen. We are not responsible for stolen packages. A delivery status releases us from all liability. If you would prefer signature delivery, you must put this in the comments section at checkout or give us a call before placing your order. Please note: We reserve the right to require signature delivery for any package at any time for any reason at our discretion.
Any taxes, duties or import fees are the responsibility of the purchaser.
Returns and Refunds
Due to health and sanitary concerns, and to protect the integrity and quality of our oils, fragrance oils are non-returnable, non-refundable and non-exchangeable. We highly recommend purchasing sample sizes to ensure that you (or your customers) like the scents and that they perform properly in chosen applications before investing in larger sizes. Note: Fragrance oils can best be judged when used in an actual application and not directly out of the bottle. ALL FRAGRANCE OIL SALES ARE FINAL. If you receive an order where we have made an error, please contact us within 48 hours of delivery with the details. Any damage must be reported within 48 hours of receipt. Photographs of any damage/loss will be requested (including packaging and invoice), so please do not throw package away until after photos have been submitted and the issue has been fully resolved. If a package is heavily damaged upon receipt, please refuse package from carrier. We are not responsible for packages where delivery confirmation has been provided by the carrier.
Items Missing
Our orders are triple checked by our team before they leave our warehouse. We have video cameras in our shipping department t record outgoing packages. We also double check the weight of all items in an order against the weight recorded at shipping. Many times items that appear to be missing from an order are either hidden among packing materials. Please completely unpack everything and thoroughly search inside the box (and among packing materials such as peanuts) before calling us about a missing item.
Lost or Delayed Package Policy
We do everything in our power to ensure fast, accurate deliveries, but errors can occur. Once packages leave our facility we have no control over the route USPS or UPS uses to deliver your package. In the event that your package is delayed via USPS or UPS, please reach out to your local post office or local regional post office with your tracking number for assistance on locating your package. We are not responsible for any lost or delayed packages. If your package shows as delivered and you cannot find it, we always suggest doing in these situations are to first check with other members of your household (if any) to see if they received the package. Second, check with neighbors as sometimes a mailman or courier might deliver to the wrong mailbox or building. Please check with your local post office or courier while the package is still fresh in their minds. Please make note of anyone you talk to there.