Shipping & Insurance Policy

Shipping rates are calculated at checkout based on destination, package weight and dimensions, product type, hazardous-material restrictions, selected carrier/service, and any insurance, signature, or shipping-protection options. We do not offer flat-rate shipping unless a specific promotion or checkout option says otherwise.

Free standard shipping may be available on eligible U.S. orders over $100 before tax, unless excluded by product type, destination, promotion terms, hazardous-material restrictions, or carrier limitations. Orders under $100 will have shipping calculated at checkout.

Some fragrance products may be limited to ground shipping only. Destinations including Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, PO boxes, and remote addresses may have limited carrier options or additional restrictions.

International shipping may be limited or unavailable for fragrance products, especially those containing alcohol or other restricted materials. International orders are final once shipped unless required by law or expressly approved in writing.

Customers are responsible for import duties, VAT, customs fees, brokerage charges, destination-country taxes, compliance with local import laws, customs delays, customs seizures or refusals, and return shipping costs if a return is permitted. We may cancel any international order before shipment if we determine the item cannot lawfully or safely ship to the destination.

Many fragrances — including eaux de parfum, eaux de toilette, extrait, fragrance oils, alcohol-based products, and aerosols — may be classified as hazardous, flammable, combustible, restricted, or limited-quantity goods for shipping purposes.

We make reasonable efforts to ship within the timeframe stated at checkout, on the product page, or in order communications. If no specific timeframe is stated, we generally expect to ship within 30 days unless the item is a preorder, sourced item, or special order. If we cannot ship within the expected timeframe, we may contact you with an updated timeline, request consent to the delay, offer cancellation, or issue a refund as required by law. Carrier delivery estimates are not guarantees unless expressly stated by the carrier and purchased as a guaranteed service.

Preorders, sourced items, rare-fragrance requests, batch-specific requests, vintage requests, and special orders may have longer processing times. Payment may be collected at order placement; estimated shipping windows are estimates unless expressly guaranteed. Delays may occur due to supplier availability, authentication review, inbound shipping, customs, carrier issues, or condition verification. Orders containing preorder and in-stock items may ship together unless otherwise stated. If fulfillment becomes impossible or excessively delayed, we will provide legally appropriate options such as waiting, substitution, store credit, cancellation, or refund.

You will receive tracking information when your order ships. Tracking may take time to update after the label is created. A shipping label or tracking number does not always mean the carrier has possession of the package — the package is considered shipped when it is accepted or scanned by the carrier.

Customers are responsible for entering a complete and accurate shipping address. We are not responsible for delays, losses, misdeliveries, or additional costs caused by an incorrect address, missing apartment/suite/unit number, wrong ZIP code, unavailable recipient, freight-forwarding issue, unsafe delivery location, carrier access issue, or failure to pick up or claim a package. If a package is returned due to address issues, reshipping fees may apply.

All orders are subject to payment verification, fraud screening, address review, and risk review. We may delay, hold, or cancel orders if billing and shipping information do not match, payment authorization fails, the order is high value, the address is associated with forwarding/fraud/excessive claims, we cannot verify customer identity, the order appears suspicious, the order violates our policies, or the requested shipping method is unavailable or unlawful. We may request additional documentation before shipping.

Orders valued at $500 or more may require signature confirmation. We may also require signature for high-value orders, rare or vintage items, repeat claim addresses, freight-forwarding addresses, orders flagged by fraud tools, or orders where shipping protection requires signature.

If a customer waives signature, authorizes carrier release, redirects the package, or requests delivery without signature, Kaizen Fragrance is not responsible for loss, theft, or damage after the carrier confirms delivery, except where required by law.

Risk of loss generally transfers to the customer when the carrier confirms delivery to the shipping address provided at checkout, except where a different rule is required by law. We are not responsible for theft, weather exposure, building access issues, mailroom issues, neighbor pickup, concierge errors, freight-forwarder issues, or damage after confirmed delivery, except as required by law or expressly covered by purchased shipping protection. We recommend shipping to a secure address where someone can receive the package.

Once a package is in carrier possession, delivery timing is controlled by the carrier. Kaizen Fragrance is not responsible for delays caused by weather, natural disasters, carrier disruptions, customs processing, labor disruptions, holidays, incorrect routing, hazmat handling, security inspections, or force majeure events. Carrier delays do not automatically qualify for refunds, cancellations, or compensation.

Shipping protection or insurance may be offered at checkout, depending on order type, carrier, value, and destination. If purchased, covered claims will be handled according to the applicable protection or insurance terms. If declined, Kaizen Fragrance is not responsible for discretionary replacement, store credit, or compensation for loss, theft, or damage after shipment or delivery, except where required by law or where the issue is caused by verified Kaizen Fragrance error. Shipping protection is not a guarantee of refund — approved claims may result in replacement, store credit, or another remedy depending on availability and policy terms.

If tracking does not show delivery and the package appears lost, contact us at customercare@kaizen-fragrance.com. We may require a waiting period for carrier investigation, carrier claim filing, verification of the shipping address, a written statement, cooperation with the carrier/insurer/shipping-protection provider, and any additional documentation reasonably needed. Do not file a chargeback while a carrier or insurance investigation is pending — it may delay resolution.

If an item arrives damaged, leaking, broken, or visibly compromised, contact us within 3 days of delivery confirmation with your order number, photos of the outer shipping box, inner packaging, the product, the damage, the shipping label, and a description of the issue.

Do not discard the item, box, or packaging until the claim is resolved — carrier or insurance claims may require inspection of the original materials. We do not accept AI-generated, altered, misleading, or stock photos as claim evidence.

If a package is refused, unclaimed, returned to sender, or undeliverable because of customer error, the customer is responsible for original shipping costs, return shipping fees, reshipping fees, duties/taxes/customs/brokerage/carrier charges, and any applicable restocking or cancellation fees. Original shipping charges are non-refundable unless the issue was caused by verified Kaizen Fragrance error or applicable law requires otherwise. Refunds for returned packages are processed only after the package is received and inspected.

Orders shipped to freight forwarders, reshippers, mail centers, package lockers, hotels, temporary addresses, or third-party receiving locations may be subject to cancellation or additional verification. Risk of loss may transfer when the package is delivered to that location, and Kaizen Fragrance is not responsible for loss, damage, customs issues, seizure, leakage, mishandling, or non-delivery after a third-party forwarder takes possession, except where required by law.

For international orders, customers are responsible for confirming that products may be lawfully imported into the destination country. Kaizen Fragrance is not responsible for customs delays, seizures, import refusals, duties/taxes/VAT/brokerage charges, destination-country fragrance/alcohol/cosmetic restrictions, or carrier restrictions outside the United States. We will not falsify customs forms, underdeclare values, misstate contents, or mark purchases as gifts when they are not gifts.

We may cancel any order if lawful or commercially reasonable shipping is unavailable — for example due to hazmat or alcohol restrictions, carrier limitations, international or APO/FPO/DPO restrictions, customs restrictions, address issues, product leakage or safety concerns, packaging limitations, or high-value insurance limitations. If we cancel before shipment due to shipping restrictions, we will refund the amount paid for the canceled item unless another legally appropriate remedy applies.