FAQ

Frequently Asked Question

General

❓Will I receive a brand new full bottle if I order a retail bottle?

Yes, you will receive a brand new, unopened bottle of the fragrance, exactly as it comes from the brand—complete with packaging and presentation.

❓What is a back-ordered product?

A back-ordered item refers to a product that is temporarily out of stock and not available for immediate shipment. When a customer orders a back-ordered item, the entire order will be placed on hold until the product becomes available. Back-ordered items typically restock within 3 to 14 days, but this can vary. If you’d like an estimated restock or shipping time, feel free to contact us at support@shopscentfactory.com.

❓What is shipping insurance?

Shipping insurance is an optional service offered by the shipping carrier that provides protection for the customer's order in the event of loss, or damage during transit. This insurance protects the customer's investment in their purchase, and offers peace of mind that their order will be delivered safely and securely. The customer may choose to purchase shipping insurance at an additional cost during the checkout process.

Shipping

❓What is the order processing time?

The order processing time refers to the time between when an order is placed, and when it is fulfilled by the business.

❓How long does the shipping time and handling time take?

Typically, shipping and handling time takes 1-2 business days, but it may take 3-4 business days during busy times. You will receive a shipping confirmation with tracking information once your order has been prepared.

❓ What is a business day? Is it different from calendar days?

A business day refers to a day that is considered a working day, typically Monday through Friday, excluding weekends and holidays. It may be different from calendar days

❓What happens if carrier returns the package to the shipper?

In most cases, the carrier returns the package to the shipper when the address is not complete. When we receive a returned package, we will contact you within 1-3 business days and ask you to update the shipping address to ship it again

 ❓What is your policy for defective or damaged products?

We take full responsibility for ensuring your order arrives safely and in good condition. If, for any reason, your product arrives defective or damaged, please contact us immediately. We will make arrangements to rectify the situation and ensure that you are satisfied with your purchase. Please notify us of any defect within 5 business days of receiving your order, as claims outside this window may no longer be valid for replacement.

❓What do I do if I never received my order?

Carrier tracking would provide you with up-to-date information about your package. If it gets stuck or never gets delivered to you, please contact our support and we can assist you with the next steps.

❓Where do you ship from?

We are proud to ship all of our products from NYC, New York in the United States. 

❓Why is my USPS tracking not being updated?

Please note that while we ship all items within one business day of sending the tracking email, USPS tracking may not be consistent in updating in-transit packages. Only the delivery scan is mandatory and will update once your package is delivered. Please be assured that your item has been shipped and is on its way. However, tracking information may take a few days to update, especially if your package is in transit between facilities. If you have any concerns, please contact our customer support team for further assistance. 

Payment

 ❓How long does the refund take?

All major credit card providers generally take 5-7 business days to process your refund before it appears in your bank account.

❓What payment methods do you accept?

We accept All major credit cards (VISA, MasterCard, American Express, Discover) Shop Pay and Afterpay  . Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.

Returns & Order Changes

❓How long does the refund take?

Yes, within30 days of delivery but only for unopened items. We do not accept returns on any sample or decantonce the outer packaging has been opened. Retail bottles may be returned if completely unopened and in original condition. International orders are not eligible for return. For full details, please see our Return Policy.

❓How do I make changes to an order I’ve already placed?

The only way to change your order is to contact our support team as soon as possible. Once your order has been transferred to our shipping department, we’re no longer able to make changes. You’ll know it has entered shipping when you receive a tracking number—at that point, the order is already being prepared for dispatch.