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Our Policy

Shipping Policy

Shipping:

We ship most orders within 1-2 business days as noted on a products detail page.

All orders are shipped by established national and international couriers unless otherwise specified. Orders shipped using our standard ground shipping methods will normally be received within 3-7 business days.

 

Hawaii, Alaska and Puerto Rico

We ship via USPS Priority Mail Service. Processing time is 2-3 business days and transit time may vary from 5-10 business days.

An email with tracking information will be sent as soon as the order ships.

Orders may be received complete in the same box or may be received in different boxes. If more than one box is sent, UPS or USPS may deliver at different times.

Local Customers can select Store Pickup as the shipping option and the order can be picked up from our US warehouses. Please write a note in the order comments section telling us when you will be coming to pickup your order, so we can have it ready for you.

Shipping costs are automatically calculated during checkout and these charges are approximate. Actual shipping costs will be determined once the order is ready to ship. If the shipping cost is equal to or less than the amount calculated in the shopping cart, we will adjust it and ship your order. However if the shipping cost is greater than that estimated by the online shopping cart, we will contact you for your approval. Once approved, the additional shipping cost will be added to your order.

Customer is responsible for all shipping charges including Refused Shipments.

 

International Shipping

We ship to most international destinations via USPS Priority Mail

Processing time is 2-3 business days and transit time may vary from 10-15 business days.

However, transit time may be longer due to customs or import processing per country.

Other Fees such as tariffs and taxes are charged by destination country and are not included in our shipping costs. It is recommended to check with your local customs agency for an accurate estimate of your import cost.

Orders from Alaska, Hawaii, Puerto Rico, US Virgin Islands and Caribbean will be shipped via USPS Priority Service.

All orders from Canada will be shipped by UPS Standard Ground only!

Return Policy

If, for any reason, you are not happy with a product, it can be returned to us within 7 days of receipt of the order as long as it meets the following requirements:

Item Conditions
  • It should be in the original packing, free from any sticker, price tag, writing or any kind of modification.
  • Item(s) must be in the condition you received them and in the original box and/or packaging.
  • Items that have been used cannot be returned.
  • Customer is responsible for return shipping charges.
  • Original shipping costs are not refundable.
  • Once your return is received and inspected by us, your refund will be processed and credit will be applied to your credit card or to your customer account, whichever you prefer.
 
Incorrect Items
  • In the event that you receive an incorrect item due to our error, please e-mail us the following information
  • Order ID # or Invoice #
  • Item Code & Quantity
  • Photo(s) of all incorrect items
  • If after review of the photo(s) we find that you have received a wrong item, then we will make arrangement to have the wrong item returned to us.
  • After review of the actual item we will issue a credit or provide an exchange.
  • Please note that an exchange may not be possible for some items. In that case, credit will be applied to your credit card or to your customer account, whichever you prefer.
 
Damaged Items
In the event that you receive a broken or damaged item due to manufacturer error, Please e-mail us the following information
  • Order ID # or Invoice #
  • Item Code & Quantity
  • Photo of all damaged items
  • If after review of the photo(s) we find that you have received a damaged item, then we will make arrangement to have the item returned to us.
  • After review of the actual item we will issue a credit or provide an exchange.
  • Please make a note that a replacement may not be possible for some items. In that case an exchange can be made. If not, credit will be applied to your credit card, PayPal or to customer account, whichever you prefer.
 
When losses involve damaged or missing cartons, please contact the delivery carrier (UPS or USPS) for instructions on filing a claim first!
Any other discrepancy such as missing items should be reported to HEM Corporation  within 7 days of receipt of goods.
No merchandise will be accepted for return without prior authorization.
 
International Order Returns
All international sales are final and can not be returned.

 

Refund Policy

If, for any reason, you are not happy with a product, it can be returned to us within 7 days of receipt of the order as long as it meets the following requirements:

Item Conditions

  • It should be in the original packing, free from any sticker, price tag, writing or any kind of modification.
  • Item(s) must be in the condition you received them and in the original box and/or packaging.
  • Items that have been used cannot be returned.
  • Customer is responsible for return shipping charges.
  • Original shipping costs are not refundable.
  • Once your return is received and inspected by us, your refund will be processed and credit will be applied to your credit card or to your customer account, whichever you prefer.

Incorrect Items

  • In the event that you receive an incorrect item due to our error, please e-mail us the following information
  • Order ID # or Invoice #
  • Item Code & Quantity
  • Photo(s) of all incorrect items
  • If after review of the photo(s) we find that you have received a wrong item, then we will make arrangement to have the wrong item returned to us.
  • After review of the actual item we will issue a credit or provide an exchange.
  • Please note that an exchange may not be possible for some items. In that case, credit will be applied to your credit card or to your customer account, whichever you prefer.

Damaged Items

In the event that you receive a broken or damaged item due to manufacturer error, Please e-mail us the following information

  • Order ID # or Invoice #
  • Item Code & Quantity
  • Photo of all damaged items
  • If after review of the photo(s) we find that you have received a damaged item, then we will make arrangement to have the item returned to us.
  • After review of the actual item we will issue a credit or provide an exchange.
  • Please make a note that a replacement may not be possible for some items. In that case an exchange can be made. If not, credit will be applied to your credit card, PayPal or to customer account, whichever you prefer.

When losses involve damaged or missing cartons, please contact the delivery carrier (UPS or USPS) for instructions on filing a claim first!

Any other discrepancy such as missing items should be reported to HEM Corporation  within 7 days of receipt of goods.

No merchandise will be accepted for return without prior authorization.

International Order Returns

All international sales are final and can not be returned.

 

Privacy Policy

What information do we collect?

  • We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, or participate in another site feature.
  • When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.
  • We also collect information about gift recipients so that we can fulfill the gift purchase. The information we collect about gift recipients is not used for marketing purposes.
  • Like many websites, we use "cookies" to enhance your experience and gather information about visitors and visits to our websites. Please refer to the "Do we use 'cookies'?" section below for information about cookies and how we use them.

 

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To quickly process your transactions.
  • To administer a contest, promotion, survey or other site feature.
  • If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.

 

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

 

Do we use "cookies"?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.

 

Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include www.hemfragrances.com. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

 

How can you opt-out, remove or modify information you have provided to us?

To modify your e-mail subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses & payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.

 

Third party links

In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).

 

Changes to our policy

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change.

 

Questions and feedback

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.

 

Online Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

 

Terms and Conditions

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.

 

Your consent

By using our site, you consent to our privacy policy.