Shipping Policy

1 Order Processing

All orders placed on ScentCraft are subject to a processing period before dispatch. Processing includes stock verification, quality inspection, packaging, and handover to our courier partner.

Processing Timelines

Order Cut-off Time

Orders confirmed and paid before 2:00 PM IST on a business day are processed the same day. Orders placed after 2:00 PM or on non-business days begin processing the next business day.

Payment Confirmation

For Bank Transfer orders, processing begins only after payment is confirmed in our account — typically within 1 business day of transfer. Please share your payment reference via email or WhatsApp to expedite confirmation. COD orders are dispatched after a brief phone verification for first-time buyers.

2 Delivery Timelines

Delivery timelines begin from the date of dispatch (not order placement). Actual delivery may vary due to courier delays, weather disruptions, or local conditions.

Fragrance Shipments — Additional Note

Many fragrance raw materials are classified as flammable or regulated goods. Air freight is not available for these items due to DGCA/IATA regulations. All shipments are dispatched via road (surface) transport. Please factor in an extra 1–3 days for such categories.

3 Shipping Charges

COD (Cash on Delivery) Fee

A flat Cash on Delivery convenience fee of ₹49 applies to all COD orders, regardless of order value. This fee is non-refundable in case of returns. COD is available on standard zone orders up to ₹5,000. For orders above ₹5,000, prepaid payment is required.

Dimensional Weight

Shipping charges are calculated based on either actual weight or volumetric weight (whichever is higher), as determined by the courier partner. For bulky, light items (e.g., empty bottles, packaging material), volumetric weight may apply and may result in higher shipping charges. You will be notified before dispatch if this applies.

4 Delivery Zones

We deliver to all serviceable pin codes across India. Some remote pin codes may not be directly serviceable by our courier partners — in such cases, we will contact you to arrange an alternative or issue a full refund.

Unsure if your pin code is serviceable? Contact us before placing an order.

5 Courier Partners

We work with a network of trusted logistics partners to ensure safe and timely delivery. The courier assigned to your order depends on your location, order weight, and material classification.

• Delhivery — primary partner for most standard zones
• Blue Dart — premium express for select metro routes
• DTDC — secondary partner for Tier 2 and Tier 3 cities
• India Post / Speed Post — remote areas and Northeast where other services are unavailable
• Shiprocket / Ecom Express — additional capacity during peak season

ScentCraft reserves the right to switch courier partners without prior notice to ensure timely delivery. The tracking experience may differ by partner but will always be communicated to you via email.

6 Hazardous & Regulated Materials

Air Freight Restriction

Flammable materials (flash point below 60°C) cannot be shipped via air under DGCA and IATA regulations. All flammable fragrance materials are shipped via surface (road) transport only. This applies to most essential oils, aroma chemicals, and alcohol-based products.

Packaging for Hazardous Goods

All liquid fragrance materials are packed with:

• UN-approved inner containers (glass or HDPE as appropriate)
• Absorbent padding and leak-proof outer bags
• Proper hazard labelling (GHS/IFRA compliant where applicable)
• Outer corrugated box with cushioning to prevent breakage

Documentation

For orders containing regulated materials, we provide:

• Safety Data Sheet (SDS/MSDS) — available in your account downloads after delivery
• Certificate of Analysis (CoA) — on request for wholesale orders
• Hazard declaration — submitted to courier as part of shipping documentation

If you require SDS/CoA documents before placing an order, please contact us.

7 Order Tracking

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and a link to the courier's tracking page.

1. Order Placed You receive an order confirmation email with your order number.
2. Processing Our warehouse team picks, packs, and quality-checks your items.
3. Dispatched You receive a shipping email with the AWB / tracking number and courier name.
4. In Transit Track live on the courier's website using your AWB number. Registered customers can also track from their order history page.
5. Out for Delivery The courier will attempt delivery at your address. Ensure someone is available to receive.
6. Delivered Order marked delivered. Check contents and report any discrepancy within 48 hours.

If you haven't received a shipping confirmation within 3 business days of placing your order, please contact us with your order number.

8 Failed Deliveries & RTO

A delivery attempt is considered failed if the courier is unable to deliver due to:

• Recipient unavailable or address found locked
• Incorrect or incomplete address provided
• Refused delivery by the recipient
• Inaccessible location

Re-delivery Attempts

Courier partners typically make 2–3 delivery attempts. After the final failed attempt, the shipment is held at the local hub for up to 5 days before being returned to our warehouse (Return to Origin / RTO).

RTO Policy

• Prepaid orders: Once RTO is received at our warehouse, we will contact you to arrange re-shipment. Re-delivery shipping charges apply. If you do not wish to proceed, a refund is issued minus the original shipping cost and return freight charges.
• COD orders: No refund is issued for RTO on COD orders. We can re-ship at your cost. Multiple RTO incidents may result in COD being blocked for your account.

9 Damaged or Lost Shipments

Damaged on Arrival

If your order arrives with damaged, broken, or leaking items, please:

1. Do not discard the original packaging or damaged items.
2. Take clear photographs of the outer box, inner packaging, and damaged product.
3. Report to us within 48 hours of delivery via email at support@scentcraft.in or through the contact form.
4. Include your order number, photos, and a brief description.

Valid damage claims will be resolved with a replacement shipment or store credit, at our discretion. Claims reported after 48 hours may not be eligible for resolution.

Lost in Transit

If your tracking shows no movement for more than 7 business days or the shipment is marked delivered but not received, contact us immediately. We will raise a courier investigation. If the shipment is confirmed lost, we will dispatch a replacement or issue a full refund within 7–10 business days of confirmation.

Please refer to our Returns & Refunds Policy for the full claims process.

10 Special Shipments

Bulk & Wholesale Orders

Orders above 10 kg or ₹20,000 in value are classified as bulk/wholesale shipments. These may be dispatched via a dedicated freight service rather than a standard courier. Shipping charges and timelines for bulk orders are communicated at the time of order processing. Contact our wholesale team for a shipping quote before placing large orders.

Samples

Sample orders (products available in 5ml–25ml trial sizes) are shipped in a padded envelope or small mailer box. Standard shipping charges apply unless the order qualifies for free shipping.

Gift Orders

We do not offer gift wrapping currently. If you are ordering a gift, you may add a note in the order comments and we will include a plain handwritten note at no extra charge.

International Shipping

We currently ship within India only. International shipping is not available. For export inquiries, please contact us directly — we may be able to accommodate select international B2B orders on a case-by-case basis.

11 Shipping Restrictions

The following items have additional shipping restrictions:

• Highly flammable materials (flash point < 23°C) — surface transport only; some pin codes may not be serviceable.
• Large volume liquids (25 kg+ per item) — freight shipment only; contact us before ordering.
• Restricted aroma chemicals — items on IFRA restricted or prohibited lists require buyer declarations for B2B use.
• Products restricted in certain states — e.g., alcohol-based materials may face entry restrictions in certain states. You are responsible for compliance with local regulations at the destination.

ScentCraft reserves the right to cancel orders if a shipment is not feasible to the provided address due to material classification or courier serviceability. A full refund will be issued in such cases.

12 Contact Us

For any shipping-related queries — tracking, delays, damaged goods, or address corrections — our team is here to help.

• Email: support@scentcraft.in
• Phone / WhatsApp: +91 99999 99999 (Mon–Sat, 10 AM – 6 PM IST)
• Contact Form: scentcraft.in/contact

When contacting us about a shipment, please have your order number and tracking number ready to help us resolve your query faster.