Shipping & Order Fulfillment Information
Shipping & Order Fullfillment
Standard Dispatch timeframes are 2-5 business days for orders containing in-stock items only.
Orders containing any back-order, warehouse stock, or products requiring customisation or creation to order will take between 1-3 weeks before dispatch, depending on the product. This will usually be stipulated in the product description.
If you are concerned about an order arriving within a specific timeframe, or if it's required by a certain date, please get in contact and we'll confirm whether we think it's achievable.
Our primary freight provider is Australia Post (Parcel Post, and Express Post).
Tracking details will be emailed upon fulfilment of your order. Please check your junk email addresses in case they are sent there. If you are unable to locate your tracking link, please do not hesitate to get in contact.
We are located in Lowood, QLD and ship from here. Standard Delivery times can be found here.
$12.00 flat rate shipping / Free standard shipping for orders over $150.
A 15% administrative fee will be applied to all cancelled orders.
Breakages in transit:
As much as we do all that we can to ensure that your orders are packaged away nice and snug, ready for their trip from us to you, it is an unfortunate consequence of shipping fragile items via courier and road that sometimes breakages can occur.
If you experience this please email us right away with the damage including details of the product and digital photos. We will then be in touch with you to either organise a refund, or a replacement product to be shipped if available. In order to process a refund /replacement, we must be notified within 7 days of receipt of your goods. If we are notified outside of this timeframe, refund or replacement will not be guaranteed.
Change of Mind:
Should you change your mind on your purchase, please email us within 7 business days. A return shipping label will be emailed to you to affix to your parcel and send back. Please note this return shipping expense will be at the Customers expense. An invoice for shipping costs will be emailed. Once paid, the shipping label will be released. Upon receipt of your parcel to Mad Scents, a refund will be processed on all re-salable items (i.e. in original packaging and unused) Return item orders incur a 15% administrative fee.
If you would like further clarification on any details above, please email us at firstname.lastname@example.org or phone on 0450 004 644 / 0438 457 524.