Shipping policy

International Shipping Option

  • Express Mail Service (EMS) - top priority amoung international mail. Post will be delivered approximately 2-4 days to addresses all over the world 
  • Airmail - Fees are relatively high since post will be sent by air. Delivery will be made approximately 3-6 days 
  • Economy Air (SAL) - It transports item by air at a lower priority than Airmail. This service is faster than surface mail while cost is lower than Airmail.
    • Only available for a limited number of country and territories 
    • Takes approximately 6 to 13 days to arrive to destination
    • May take longer due to handling system of destination country 
  • Surface Mail - Sent via sea carrier. Delivery will take up to 1 - 3 MONTHS! The lowest shipping rate.


Shipping

Thank you for shopping Scentai Studio! All orders are processed and shipped within 3-5 business days of purchase. Delays may occur due to the nature of product, handmade and made to order. During the cooler seasons we ship Monday-Thursday. During summer months, we only ship Monday-Wednesday to reduce the risk of products sitting in a warehouse and potentially melting. 

Once shipped, a tracking number will be issued via email (be sure to check your spam or junk mail if you do not receive the confirmation mailto your inbox). Please allow between 3-4 business days for your tracking information to update after you receive your shipping confirmation. Please be advised that during restocks, new releases, and special promotions our processing times may be delayed. 

When placing your order, be sure to enter the full correct address, including apartment, suite, and unit numbers. We do not recommend using PO box shipping address due to shipping restrictions with our carrier (Japan Post). If you need to update your shipping address, email support@scentai.studio within 5 days. If your order is shipped prior to your address being updated, it is your (the customer’s) responsibility to contact Japan Post to update your shipping address and or reroute the order package if needed.

Please be advised, if we are unable to validate your shipping address, your order may be cancelled and refunded to you.

All parcels are shipped via Japan Post or DHL. Shipping rates are calculated at checkout based on the weight of your order. International parcels may be subject to delay. Please allow 3-5 working days (4-6 working days during busier periods) for your order to be processed and fulfilled before shipping.

If your package is returned to sender (us) for any reason, you will be issued a refund minus shipping costs.

Please note that Scentai Studio is not liable for any lost or stolen packages.
It is the customers responsibility to ensure that the delivery address is inputted correctly. If given the wrong address, and the parcel is returned to Scentai Studio, you will be required to pay an additional shipping fee to ensure the parcel is re-delivered to the correct address.


Please note that international orders may be subject to customs clearing/duties, local taxation and additional processing charges which vary from country to country. Therefore, we encourage you to contact your local customs office for more information. Scentai Studio are not responsible for these fees, these are the responsibilities of the customer. Any parcels returned to Scentai Studio from customs clearing due to the customer not paying their fees will not be refunded.

Shipping Issues

If your order was shipped and delivered is showing abnormal tracking updates (i.e. only the label was created), email us at support@scentai.studio with your order number so that we can assist with re-processing your shipment.

General Delivery Information

Please note orders are not processed on Saturdays, Sundays and US & Japanese Holidays.
Scentai Studio cannot be responsible for unanticipated delays. Please email support@scentai.studio if your order does experience a delay by Japan Post and we will do our very best to help.


As soon as your order is dispatched, you will receive a shipping confirmation which will allow you to track the status of your shipment online. Should there be any unforeseen delays with processing your order, you will be notified within 48 hours from when the order was placed.
 

Changes to Your Order

If you wish to cancel or modify your order, please send an email within 24 hours of placing your order to support@scentai.studio. Our hours are Monday–Friday, 9AM–5PM. We will try to accommodate your request, but once an order has been submitted we cannot guarantee the purchase can be cancelled or modified. Once the order has been processed & fulfilled, no changes or cancellations can be made.

Errors and Inaccuracies

Our goal is to provide complete, accurate, and up-to-date information on our website. Unfortunately, it is not possible to ensure that any website is completely free of human or technological errors. This website may contain typographical mistakes, inaccuracies, or omissions, some of which may relate to pricing and availability, and product information. We reserve the right to correct any errors, inaccuracies or omissions, including after an order has been submitted, and to change or update information at any time without prior notice.

Product images on our website are displayed as accurately as possible but colours may vary and we cannot guarantee your computer, phone or tablet will display colours accurately.

If we have emailed you regarding your order and have not had a response after 5 business days, we will treat the order as cancelled.