Shipping information

Please allow us 1-2 business days of processing time. All orders are conditioned to credit card confirmation and product availability. In order for Express shipments to be processed and sent out the same day, orders must be placed by 1:00 p.m. EST (Eastern Standard Time). 

Shipping on All US Orders:

We offer FREE STANDARD DOMESTIC SHIPPING on all orders (excluding taxes), to anywhere in the United States.

• This offer is only valid for domestic orders. This offer does not require coupons or any promotional codes and is not limited by package size or weight. The orders for Free Standard Domestic Shipping exclude purchases of E-Gift Certificates, Gift-Wrapping, additional shipping and handling charges, and any taxes that may accrue. Free shipping does not apply to previous purchases and may not be redeemed for cash. This offer may be subject to alteration in cases of returns, exchanges, or cancellations. MaxAroma.com reserves the right to adjust or discontinue this offer at any time, without prior notice.

**Please note that because we make every effort to ship your product as quickly as possible, once the shipping process begins we are unable to make any changes to your order. 

Signing for your package:

Some orders require insurance against theft and accidental damage during delivery($150 and more). Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. You can always contact us or go to the carrier's website to arrange another delivery date on your desired day. If you waive the signature confirmation for your package, MaxAroma will NOT be responsible for any theft or damage.

IMPORTANT: Depending on the region where your package(s) will be shipped to, some order will have a signature required automatically to ensure a safe delivery of the goods. This measure cannot be regulated or bipassed unfortunately, it will depend on region, zones, zip codes, etc.
 

Freight Forwader Shipments:

Freight Forwader, is a third party who helps organize and coordinate shipments on behalf of individuals or businesses by contracting with one or more carriers to transport the goods. Maxaroma is not affiliated with any freightforwarder(s). Should there be any form of communication, the buyer has to get in contact with the freight forwarder they decided to use for this service. If you are planning on using a freight forwarder's shipping address for your order, please consider the following:

 - Our commitment to process your order and deliver it to a freight forwarder is completed once the carrier we chose to ship your package states that the delivery was successful.

- A successful delivery to a freight forwader may indicate "delivered" and in some cases "Delivered to Agent, Left with Individual". In both cases, these are considered successful deliveries.

 - If shipping insurance is purchased on our website for your package, your items will be protected only during transit to the freight forwarder. Once our carrier confirms that it was successfully delivered to your freight forwarder, our promise is fulfilled.

 - If there’s any complaint regarding your package after our carrier confirms a successful delivery to your freight forwarder, please get in contact with the freight forwarder. Our agents do not have any information regarding this package.

 - Our agents cannot get in contact with your freight forwarder.

 - Please note that your freight forwarder is in the U.S., should there be a need to return the package, we can only provide a return label for that same U.S. shipping address. We do not provide RMA for international packages.

Change Of Shipping Address:

• MAXAROMA ships packages solely to the address provided and verified by the payment processor at the time of order placement. 
• Once an order is placed, we are unable to modify the shipping address. However, customers may opt to cancel their existing order and place a new one with the correct address.
• Please note that if customers independently contact the carrier to request an address change, neither MAXAROMA nor our Shipping Insurance Company will assume responsibility for any loss, delay, or damage to the package.

Shipping on Store Credit Purchases:

At MaxAroma.com, we strive to keep our customers satisfied to the fullest extent of our capability. This is why we offer Free Standard Domestic Shipping on all purchases made with Store Credit, within the United States. For further information, please refer to the Store Credit section.

Shipping Policy for Cancellations:

In cases of cancellations,

• The customer is responsible for any and all shipping and handling charges (provided the order has already shipped). Even if there were no initial shipping fees connected to the order (this would apply to an order of free domestic shipping with $50 and above, or purchases made with Store Credit),
• The customer will be held responsible for all shipping charges of returned items. Such charges may include the cost of shipment for returning the item, applicable taxes, and any other qualifying fees that may apply. 

Canceled Orders: Eligible for a full refund, including SH, ONLY if canceled prior to shipping. We cannot process claims, refunds or additional requests once a package is in transit with the carrier.

Free Shipping Offers: For free shipping packages, the shipping cost will be assessed and deducted from the final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a Company error. Non-refundable shipping applies to both domestic and international shipping.

Undelivered, Unclaimed, Refused, or Returned Packages: 

A Return to Sender fee of $8.00 will be assessed accordingly. Shipping Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable for undelivered, unclaimed, refused, or returned packages, unless it is a Company error. For free shipping packages, shipping cost will be assessed and deducted from the final reimbursement. Any shipping cost you incur to return the product will not be refunded unless it is a Company error. Non-refundable shipping applies to both domestic and international shipping.

Redelivery Fee Missed Scheduled Delivery: If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment, or missed a scheduled delivery, you will be responsible for SH unless it is due to Company or Carrier error.

Unverified Shipping Addresses: If the shipping address is not automatically verified by our carriers, we will proactively contact the customer to confirm the address. Should we not receive a response within 72 hours, the order will be placed on hold, subsequently canceled, and a full refund will be issued. 

Sales Tax Policy on Returns and Exchanges:

Sales taxes will be refunded fully on all qualifying returns and may vary on Exchangeable items depending on the price of the item. For further information about our Returns and Exchanges policy, please refer to the section pertaining to the policy.

Invalid or Unclaimed Shipping Addresses:

If a customer provides an Invalid or Unclaimed Shipping Address, MaxAroma.com will charge the customer for re-shipping the order.

Internationally Restricted Products/Locations:

MaxAroma.com is legally prohibited from shipping certain name-brands outside of the United States. Such brands include Dermalogica, IMAN, NYX Cosmetics, and Jane Iredale. Also restricted by law, is the shipment of particular brands to the European Union. These brands include Davidoff, Joop!, Jil Sander, Nikos, J.Lo/Jennifer Lopez, Calvin Klein, Lancaster, Chloe, Marc Jacobs, Kenneth Cole, Sarah Jessica Parker "Covet", and Cerruti.

Fragrance items and products containing alcohol are categorized as dangerous goods. We are restricted by international postal regulations to send such products by standard air-mail. All orders containing such items must be sent through Priority International Shipping via USPA. This way such items may be tracked with a tracking code.

Unless a shipment is being sent to an APO/FPO U.S. Military address and U.S. Territories, the United States Postal Service is restricted to ship to certain countries. Expedited shipping services to APO/FPO U.S. Military addresses are not available, and shipments to such destinations may take up to 8 weeks. For a full list of countries excluded from shipment services by the United States Postal Service, please (click here) refer to the Restricted USPS Countries section, under the Shipping Methods and Delivery Charges tab.

Shipping Methods and Delivery Charges For International shipments:

• The costs of taxes or duties are excluded from the cost of shipping.
• Customers will be responsible for customs fees and taxes. For further information, please contact your local customs office to obtain details of shipping charges. In cases of MaxAroma.com shipment refusals, the customer will be held accountable for original shipping costs, any duties, taxes, customs charges, and shipment fees for any returning packages back to MaxAroma.com. In such a case, any of the qualifying fees will be deducted from the refund amount.
• MaxAroma.com does not profit from the assigned shipping charges and has made every attempt to reduce the costs of shipping charges for its customers. The law demands us to reveal the details of the package in value and content, and prohibits us from an alteration of such information. Additional international shipping charges may apply, such as surcharges, and shipment cost for each additional item chosen. In rare cases of surcharges or delays in the order, the customer will be informed via telephone or e-mail of all additional costs.

Domestic Shipments:

Domestic Standard Shipping orders:

• Will be shipped free of shipping charges. Such orders may take anywhere up to 5-8 business days. (Tracking Number Provided)
• Domestic orders (Free Standard Shipping)

Domestic Priority/Expedited Shipping

• $8.5 Flat Fee For all Expedited Orders. 

Domestic Express Shipping: 

• Tri-State Shipping Fee: $20 Flat Fee UPS/FedEx)
• All Other States:  $30 Flat Fee (UPS/FedEx)

(Provided that the order has been placed by 1:00 pm the previous business day)

Signing For Your Purchase

Some orders require insurance against theft and accidental damage during delivery($150 and more). Once your purchases have been delivered to the specified address and signed for, they are no longer covered by insurance. You can always contact us or go to the carrier's website to arrange another delivery date on your desired day. If you wave the signature confirmation for your package, MaxAroma will NOT be responsible for any theft and damage.

CANADA SHIPMENTS:

Canada First-Class Shipping

• (Tracking Code Provided)
• $20.00 First Item Flat Fee (Price may vary with item variation)
• 7-10 Business Days

Canada FedEx Shipping/ Expedited: 

• (Tracking Code Provided)
• $25.00 (Additional charges may apply according to weight)
• 5-8 Business Days

INTERNATIONAL SHIPMENTS:

APO/FPO U.S. Military Addresses and U.S. Territories

• $4.99 First Item
• $1.00 Each Addition Item
• 4-8 Weeks (Holidays excluded)

Restricted USPS Countries:

MaxAroma.com is prohibited from shipments to certain international nations, as our method of shipment is USPS. Unless a shipment is being sent to an APO/FPO U.S. Military address and U.S. Territories, the United States Postal Service does not deliver to the following countries:

• Afghanistan
• Algeria
• Angola
• Belarus
• Bosnia
• Burma
• Burundi
• Congo, Republic of the
• The Democratic Republic of the Congo
• Republic of the Coted Ivorie (Ivory Coast)
• Croatia
• Cuba
• Herzegovina
• Iran
• Iraq
• Jordan
• Liberia
• Libya
• Moldova
• Montenegro
• Nigeria
• North Korea
• Paraguay
• Serbia
• Sierra Leone
• Somalia
• Sri Lanka
• Sudan
• Syria
• Togo
• Yemen
• Zimbabwe
• Russia
• Ukraine
• Mexico
• Spain
• Chile
• Germany
• France
• Italy
• Poland
• Romania
• Netherlands
• Belgium
• Czech Republic (Czechia)
• Greece
• Portugal
• Sweden
• Hungary
• Austria
• Switzerland
• Bulgaria
• Denmark
• Finland
• Slovakia
• Norway
• Ireland
• Albania
• Lithuania
• North Macedonia
• Slovenia
• Latvia
• Estonia
• Luxembourg
• Malta
• Andorra
• Monaco
• Liechtenstein
• San Marino
• Holy See

For further information, please refer to the Internationally Restricted Products/Locations section.

Express International Shipping to Available Countries: 

• Tracking Code Provided
• $40-$55 Flat FEE, Depending on Countries. 
• 5-7 Business Days

Please note the delivery date may change due to customs and clearance. 

Insurance Policy : 

• Orders over $200 signature is offered.
• Insurance is only available up $1000
• These policies apply to packages shipped with USPS, UPS and Fedex.
• If insurance is paid for and you received a damaged/broken product, we must receive evidence (pictures and/or videos) in order to proceed accordingly. Failure to provide such evidence will result in an automatic rejection of your claim. 
• If insurance is paid for, there is no signature and the package is shown as delivered; the buyer however says the item has not been received, we will need the customer to send us a formal CLAIM through our website before sending out a replacement. Please keep in mind we do not offer refunds. Ticket number will be generated in our system accordingly as well as a link for customer to upload the the documents needed. In some instances, our shipping insurance department may require a copy of a police report. Keep in mind that our team will follow up on such police report for documentation purposes. 
• Please note that we do not accept returns on replaced items. 
• If insurance is paid for, the recipient's signature is present, and the package is shown as delivered. However, the claim is made that the item has not been received, you must file a police report. Once the police report is received , we will send out a one time replacement package (it is up to the customer to choose signature or local pickup), please keep in mind we do not offer refunds.
• Insurance covers only the item originally insured (according to order purchase). If orders are combined, the insurance will only cover the specific items that had insurance coverage. 
• If the customer opt out of signature and insurance, the customer takes full responsibility for the risk of loss or damage if the package is shown as delivered. However, the customer says package is not delivered. MAXAROMA does not accept any responsibility for these type of orders and our obligation is voided. If the package is damaged during the way, please contact the carrier to file a claim as FedEx, UPS and USPS Priority Mail Shipments are insured up to $100.
• We do not issue refunds for the shipping insurance once an order is on transit, as this insurance covers the package while it is being carried to its destination. The only option for us to issue a refund for the shipping insurance is if the package is still in our possession. 

• If your order was insured and during transit it got compromised by any of these scenarios:

  - Lost: Shows as not delivered and the tracking information has not changed in 15 business days.
  - Stolen: The tracking number shows as delivered but you did not receive your package.
  - Damage: Leakage on the shipping box, dent, any sign of external damage compromising the product*. 



  *Please note that our insurance department does not consider a manufacturer defect as “damage”. These may include but not limited to: spurt instead of soft mist from sprayer, peeling label, inclusions in fragrance, change in design; retail box and/or bottle, change in color and formulation.

  It is imperative for the receiver/buyer to notify our customer care team immediately about any form of complaint. We provide a 30 day period to send us a formal complaint through our website. If you purchased as a guest or member, please have your email and order number ready then go to the following link: https://static.maxaroma.com/track-order.html

  
  Once a claim is submitted, our team will provide additional details regarding a replacement package once it gets approved by our insurance department.
  
  Important notice: In some instances, our insurance department will require a police report should your package get stolen. This police report could only be filed by the buyer/receiver of the package. The police report could be done in person, via phone or email from your local Police Department. Failure to provide this police report may cause a delay/rejection of your claim. The police report could only qualify for insured orders only (I.e.: if we receive multiple orders and we send them in once combined package and only one order has shipping insurance, only that insured order will qualify for a replacement package).

  Please note that our team will do everything in their power to expedite and find a resolution for your case. We will investigate and go case by case to find the best solution for this inconvenience, however, please keep in mind that:

  - We do not offer refunds, we could only offer a replacement package to a secure location with signature required.
  - Our insurance department will automatically reject any claim if the transaction for the order being claimed gets disputed with the financial institution.

Uninsurable Risks

At MaxAroma’s sole discretion, consumers who pose an unacceptable risk of loss as determined by MaxAroma.com may be designated as an uninsurable risk. Following proper notification of such designation, MaxAroma.com may rescind the insurance product from affected individuals and/or orders and any collected premium will be refunded. If you would like to dispute a designation, please contact us at [email protected]

Claim Filing Requirements

Claim(s) Reporting Time Frame(s)

It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed:

• Claims for packages presumed to be lost by the carrier, where the status is “not delivered” must be filed no sooner than 3 business days after the scheduled delivery date for domestic shipments.

• All other claims for damage should be filed as soon as discovered but in no event later than 14 business days from the purchase date.

• Claims for packages marked 'delivered' must be filed after 5 days and before 15 days from the date the package was marked 'delivered'. Underwriters reserve the right to require proof of either a copy of a police report showing report of theft or security video recording showing evidence of theft.