Lost or Stolen Package Policy

Lost or Stolen Package Policy

At Scent Haven, we are committed to ensuring your order is packaged securely and shipped with care. Once an order has been transferred to the shipping carrier and marked as delivered, responsibility for the package passes to the customer.

Please review the following policy regarding lost, stolen, or missing packages.


1. Shipping Responsibility

Scent Haven is responsible for your order until it is accepted and scanned by the shipping carrier.

Once tracking information shows a package as delivered, Scent Haven is not responsible for:

  • Lost or stolen packages
  • Packages delivered to unsecured locations
  • Delivery delays caused by the carrier
  • Incorrect shipping addresses entered by the customer

Customers are encouraged to ship orders to secure locations whenever possible.


2. Tracking & Delivery Confirmation

All orders include tracking information.

Customers are responsible for monitoring shipment progress and ensuring someone is available to receive the package if necessary.

Certain high-value orders may require:

  • Signature confirmation
  • Identity verification
  • Additional delivery security measures

These protections are implemented at Scent Haven’s discretion for fraud prevention purposes.


3. Missing Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, we recommend taking the following steps before contacting us:

  • Check around your property thoroughly
  • Verify the shipping address provided at checkout
  • Check with household members, neighbors, concierge, or building management
  • Contact the shipping carrier directly
  • Wait 24–48 hours, as some carriers prematurely mark packages as delivered

Many packages are recovered shortly after delivery scans are updated.


4. Claims for Lost Packages

If a package appears lost in transit and has not been marked delivered, customers should contact us at:

customerservice@scenthaven.ca

We will assist in opening a carrier investigation when appropriate.

Please note:

  • Carrier investigations may take several business days
  • Refunds or replacements are not guaranteed
  • Claim decisions are subject to carrier verification and shipment status


5. Incorrect Shipping Addresses

Customers are responsible for providing accurate shipping information at checkout.

Scent Haven is not responsible for orders shipped to incorrectly entered addresses provided by the customer.

If an order is returned due to an incorrect address:

  • Customers may be responsible for reshipping fees
  • Original shipping charges are non-refundable


6. Fraud Prevention

For security purposes, Scent Haven reserves the right to:

  • Require signature confirmation on orders
  • Hold or cancel suspicious orders
  • Limit replacements or refunds for repeated claims
  • Deny claims deemed fraudulent or abusive

False claims may be reported to the shipping carrier and relevant authorities.


7. High-Value Orders

Orders containing luxury or high-value fragrances may require:

  • Adult signature upon delivery
  • Verified billing and shipping information
  • Additional order verification prior to shipment

These measures help protect both customers and Scent Haven from fraud and theft.


8. Contact Us

For shipping-related concerns, please contact:

Scent Haven
Email: customerservice@scenthaven.ca
Website: https://scenthaven.ca


Thank you for shopping with Scent Haven. We appreciate your understanding and cooperation regarding shipping security and delivery policies.