Shipping Information and Policies

Shipping

Our team is made up of two awesome people to package all orders received, and we are shipping these orders as quickly as possible, while making sure your order is packaged properly to arrive safe and sound. You will receive a tracking email once the order is shipped. Our current maximum estimated lead time (not including transit) is 15 business days (three weeks) due to the volume of orders we receive, combined with travel time for events we sell at. Orders may ship out faster, depending on how often we travel for events. We post our schedule under About Us > Convention Schedule, and update this page regularly. If you need your order by a certain date, please put this information in the order notes, as otherwise they will be processed in the order they were received. We do not work weekends, and do not work on federal or religious holidays.

Free shipping is only valid within the U.S. and U.S. territories on orders of $45+ after discounts.

Packages within the US will be shipped via USPS or UPS, while international orders will be shipped via UPS. Once a package is shipped internationally, the order is final and will not be refunded.

Actual delivery time will depend on the shipping method you choose. Paying for shipping only affects the method the order is shipped, and does not accelerate the order processing time. CUSTOMERS ARE RESPONSIBLE for any customs and import taxes that may apply. We are not responsible for delays due to customs. Orders that are not delivered due to the customer not paying customs fees, duties, and taxes will not be refunded.

Please visit our International Shipping FAQ for questions related to international shipping and COVID-19 delays.

Lost/stolen items marked as delivered:
If a box is lost in the mail (i.e., tracking never updates/was never marked as delivered), we will start a search with the post office to locate it. If the box can be found, it will be sent on to the customer. If the box cannot be located, we will file a claim and if the claim is approved, we will send out a replacement. Please note that these processes take time! Please have patience as these are postal issues and not a reflection on the shop.

Please note that Otaku Scents cannot be responsible for lost or stolen packages. If any package has been marked as "DELIVERED" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier. Customers can bring tracking to their local postal office for further assistance, as they can provide more help than we can.

Customers are responsible for inputting their correct address correctly at checkout. An address verifier at checkout is there for a reason. We can change an address prior to shipping, but once an item is marked as shipped, we are unable to change the address. If an item is delivered to the wrong address due to the customer putting the wrong address at checkout, we do not provide refunds.

Undeliverable/Rejected/Returned Items:
If an order has been returned to us as undeliverable due to address/customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer's responsibility to follow tracking as provided by Otaku Scents or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. If the item is returned to us, we will attempt to contact the customer immediately, in which they have 5 business days to respond. If they don't respond within that time, we will consider the issue resolved. Undeliverable orders can be resent based upon agreement with the customer, but new shipping charges are at the customer's expense. There is no place on the shipping labels for us to designate delivery instructions to the postal carrier.

International Tracking Not Updating:
Sometimes items don't get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. We can assist by putting in a search request with the post office but please be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. 

Shipment cost:
Shipments with the U.S. are calculated based on weight of the total package. International shipments are also calculated by weight, which can be seen at checkout. Base price varies by country. These are the lowest rates we can offer as a small time seller. We base shipping rates on current USPS and UPS rates that are directly imported from the carrier.

Shipment packaging:
Each candle is wrapped in a layer of tissue paper, a layer of bubble wrap, and individual boxes. The package also contains packing peanuts for insulation. Wax melts are wrapped in tissue paper and bubble wrap. Air fresheners have an electrical tape wrapping (to prevent leaking), and individually bagged. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.

Returns and Exchanges

We gladly accept returns, exchanges, and cancellations on candles, wax melts, and room sprays. We do not accept returns on perfumes and colognes due to the strict shipping requirements of USPS and UPS, and due to the delicate nature of the product which requires special packaging methods.
Just contact us within: 7 days of delivery
Ship items back to us within: 14 days of delivery
Request a cancellation within: 2 days of purchase

** Exchanges are only valid within the US. International exchanges open up to too many possibilities of melting issues on the return voyage back to me which results in a total loss of product on our end. **

Conditions of return:

Customers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. In the occurrence of exchanges, the buyer will cover the shipping cost of the returned good(s), while Otaku Scents will cover the shipping costs of the new item(s).

Replacements:

Replacements at zero charge will only be processed if the item has a fundamental issue (production/quality) or was damaged in shipment and we are able to process a claim.

For any items that have been damaged in shipment, please immediately (within 5 business days) send photos of the damaged candles and we will file a claim with the postal carrier. If you fail to contact the shop within this time period after delivery, it would be safe to presume that damaged happened due to consumer error. PLEASE NOTE this process takes time and claim may need to be approved before we are able to send replacement items. This does not include melting issues. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.

For other rare issues with your order (such as a missing item, light bulb fixture issues with a melter, etc.), the customer must contact the shop within 5 business days of delivery.

Questions about your order? Please contact us on our "Contact Us" page.

Can I use more than one discount on my order?

Yes, you can stack up to two discounts on your order! Here are the steps:

1: Go to your cart.

2: Enter your two codes under the "Discount" section. Once you enter your codes, your discounts will appear!

3: Continue to checkout to finish your purchase. If you try to enter your codes after checkout, it won't let you add the second code. You MUST enter your codes on the cart page!

Examples of code stacking:

Store Sale Code + Rewards Code

Rewards Code + Patreon Discount Code

Patreon Discount Code + Store Sale Code