Frequently Asked Questions
Shipping and Delivery Questions:
- How long will it take before I receive my order?
- What are your shipping charges?
- How can I track my order?
- Do I have to sign for my package?
- Do you ship to PO Boxes or Military APO/FPO addresses?
- What happens if my package gets lost, stolen, or damaged in transit?
- Do you ship to international countries?
Returns & Exchanges Questions:
- What do I need to do to return my order?
- What is your return or exchange policy?
- Can I return anything on your website?
- How long does it take for my return to be processed?
- What happens after my return product is inspected?
- Is the company responsible for paying the postage fees for my return package?
- How long does it take for a refund to be credited back to my account?
Order Status Questions:
- What is the status of my order?
- How do I change my order?
- How do I cancel my order?
- How long does it take for my order to be processed?
- My order has been notified as a “backordered” status. Approximately how long am I waiting for my backordered product?
- What does it mean when my order falls under a “pending” status?
- I purchased more than one item but have only received one. Where’s my other item(s)?
- I submitted my order but I did not receive any confirmation that my order was placed was on your website. How do I know if my order was placed?
Shipping and Delivery Questions:
How long will it take before I receive my order? Orders are processed and shipped within 48 hours after placing your order. Your order arrival time frame is within 5-7 business days after your order has been shipped out from our facility. You will receive a tracking number via email as soon as your package leaves our shipping facility.
What are your shipping charges? Our shipping charges are dependent on our 3rd party carriers (i.e UPS, USPS, FedEx, etc.) as they reflect the carriers pricing dependent on the weight of the package. Our company does not profit from any of the shipping charges and we give you the best shipping prices we can. If you would like to ship your package using expedient means (i.e Next Day Air, 2nd Day Air, Expedited Shipping) you will be charged accordingly to the 3rd party carrier and their cost of shipping your package based on weight. If you have any further questions, please contact our customer service at 213-747-2658 between the hours of: Monday - Friday 10:00 am to 6:00 pm Pacific Standard Time or email us at info@UltraFragrances.com
How can I track my order? Once your order has shipped out from our facility, we will send you an email with the tracking information. You can track your package from the carrier's website or login into your account and view your order history. Please note, tracking information may take up to 48 hours to update.
Do I have to sign for my package? Signature may be required upon delivery on orders of $150.00 or more. However, there are cases when the delivery driver may ask for signature and this option is depending on the discretion of the driver and/or the carrier.
Do you ship to PO Boxes or Military APO/FPO addresses? Absolutely! If you choose to ship your package to either a PO Box or APO/FPO address you will not be charged an extra fee for using this service. Please note, special shipment options (i.e. Next Day Air, 2nd Day Air) are not offered for P.O Box or APO/FPO as our main carrier for these address options is USPS.
What happens if my package gets lost, stolen, or damaged in transit? Fortunately, every package that leaves our warehouse is insured in the event a package becomes lost, stolen, or damaged in transit. If a package is determined to be lost, stolen, or damaged in transit, an affidavit form will be sent to the e-mail address listed on the order. All the customer has to do is fill out the affidavit form completely and send it back to us via e-mail, fax or USPS mailing service. Once the claim form has been received, we forward the affidavit to our insurance company where it must be approved for coverage. Once the claim is approved, our company can then ship out the replacement product to the customer at no extra expense. The customer will NOT be charged extra for this as the costs are covered by our third-party shipping insurance company.
Do you ship to international countries? UltraFragrances.com ships internationally to more than 40 countries world wide. Due to our insurance policy we do not ship to certain international countries, where our packages are not insured in the case of lost or stolen packages. Please view below the countries that are NOT eligible for our shipping services.
Countries we DO NOT ship to:
Congo, Democratic Republic of the Congo
Republic of the Cote d’Ivoire (Ivory Coast)
***Or any other country that is or may become embargoed by the United States or United Nations as sanctioned by the Office of Foreign Asset Control (OFAC).
Returns & Exchanges Questions:
What do I need to do to return my order? Please contact our customer support center at (213)-747-2658 or email us at info@UltraFragrances.com to request a RMA number. A representative will need to make a note on your order the product you wish to return, the reason for the return, and the course of action you would like to take once your order has been inspected by our Returns Department. Once the details have been noted, customers will be issued a Returns Merchandise Authorization (RMA) number and Return Guidelines will be e-mailed to the customer’s e-mail address that is stated on the order. It is important to receive an RMA number for any product you wish to return because packages that are sent back to our warehouse without an RMA number will be refused.
What is your return or exchange policy? We want you to be completely satisfied with your purchase, for that reason we offer a 30 day return or exchange policy from the shipped date for unused, unopened items which are in their original perfume packaging. You may return your item(s) for a full refund of the purchase price plus any applicable sales tax within 30 days from the shipped date less shipping and gift wrapping where applies; or you may exchange your item(s) for different in-stock item(s) available at UltraFragrances.com; please note the additional shipping fee will be charged to your account.
Can I return anything on your website? In accordance with sanitary laws, we are unable to accept returns for Hair Tool, Skin Care, Cosmetics or Bath & Body products if the product has been used. If the Hair Tool, Skin Care, Cosmetics or Bath & Body product is unopened and in its original packaging, you will be able to return the item back to us following our standard Return Policy Guidelines. If you still have questions after reading our return policy, please direct your inquiries to: firstname.lastname@example.org.
How long does it take for my return to be processed? Once your return package has been shipped to our facility, it will be directed to our Returns Department upon arrival. Our Returns Department then proceeds to inspect the product and take pictures in order to document the condition of the returned product. The inspection process can take anywhere from 5-10 business days depending on the volume of returns that are received.
What happens after my return product is inspected? Once the return product is inspected, the Returns Department concludes whether or not the product is in a resalable condition. In order for the product to be considered “resalable”, the item must be unopened and in its original packaging. If the item has been opened, a 25% restocking fee will apply when crediting your account back for a refund. Shipping is non-refundable. If the return product passes inspection, the customer will be contacted in order to discuss what further action they would like to take regarding their order. If you are not contacted within 2 weeks of returning your product, please e-mail our Returns Department at email@example.com OR call our customer service department at (213)-747-2658.
Is the company responsible for paying the postage fees for my return package? Pre-paid labels are only issued to customers if the reason for the return is due to a manufacturer defect or due to an error made by the company. Otherwise, we are not liable for return package postage. Customers are encouraged to use a shipping method that provides tracking information to ensure that the package has arrived at our facility.
How long does it take for a refund to be credited back to my account? Refunds will be credited immediately upon request, but it takes anywhere between 1-3 weeks for it to appear on your banking statement. If your refund does not reflect on your account after that time frame, please e-mail our accounting department at firstname.lastname@example.org OR call our customer service department at (213)-747-2658.
Order Status Questions:
What is the status of my order? Majority of orders are processed and shipped within 48 hours. If your order was processed successfully you will receive tracking information within 48 hours after placing your order. If your order has encountered discrepancies a customer service representative will contact you within 24 hours after placing your order.
How do I change my order? We all have those moments where we change our minds and we completely understand. You may apply any changes to your order within a 3 hour time frame after placing your order you can either call our customer service team at 213-747-2658 between the hours of: Monday - Friday 10:00 am to 6:00 pm Pacific Standard Time or email us at info@UltraFragrances.com. If you are emailing or calling our customer service after business hours or weekends a customer representative will contact you as soon as business hours resume.
How do I cancel my order? Orders can only be cancelled up to 1 hour after placing your order, no exceptions. To cancel an order, customers may either e-mail us at info@UltraFragrances.com or call us at 213-747-2658 between the hours of: Monday - Friday 10:00 am to 6:00 pm Pacific Standard Time. If you attempt to contact us after business hours but we still receive a message from you within the 1 hour time-frame of placing your order, we can still cancel your order once business hours resume.
How long does it take for my order to be processed? If a customer places an order on a weekday during business hours, the order will be processed into our system within 24 hours. If the order is placed after business hours, over the weekend, or during a holiday, the order will be processed on the following business day when business hours resume.
My order has been notified as a backordered status. Approximately how long am I waiting for my backordered product? The estimated wait-time for a backordered product is approximately 1-2 weeks. If there is a longer back-order time, you will be contacted over the phone immediately by one of our customer service representatives to discuss the next course of action for your order.
What does it mean when my order falls under a pending status? Order statuses on UltraFragrances.com are used mainly for our staff’s referencing & communication purposes. If your order has received a “pending” status upon submittal, your order could be undergoing one of the four following possibilities:
1. The billing and shipping address provided on the order are different and must therefore undergo a verification procedure by our Fraud Prevention staff. 2. The billing address provided on the order does not match with the credit card used to pay for the requested items. A customer service representative will contact you over the phone to receive the correct billing address so that the transaction can be verified and payment can be completely accepted into our account. 3. The expiration date provided on the order does not match with the credit card used to pay for the requested items. For verification purposes to ensure authenticity of the transaction, a customer service representative will contact you over the phone to receive the correct expiration date that corresponds with the credit card used to pay for the order.4. The security code (the 3- or 4-digit code located on either the front or back of your credit card) provided on the order does not match with the credit card used to pay for the requested items. In order for payment to be accepted, one of our customer service representatives will contact you over the phone to receive the correct security code. If you are not contacted by one of our customer service representatives after 48 hours, please contact us at (213)-747-2658 so that we may assist you in a timely manner
I purchased more than one item but have only received one. Where is my other item(s)? It is possible for orders to be partially shipped from our warehouse due to unexpected shortages or manufacturer delays. If you have not received something on your order, it may be on back-order by the manufacturer temporarily and will be promptly shipped to the customer once stock for this product is replenished. Items that have been placed on a “back-ordered” status will receive automated e-mail updates regarding the progress of the item. Another possible scenario may be that half of your order was shipped from our other shipping facility and the order was split into two shipments.
I submitted my order but I did not receive any confirmation that my order was placed was on your website. How do I know if my order was placed? If an order was submitted on our website but an error message was displayed upon submission, your order may or may not have been submitted into our system. In this instance, please contact our customer support center at (213)-747-2658 so that we may confirm the status of your order.