SHIPPING
Olfactory NYC offers free shipping on all orders over $100. Delivery times will vary depending on both the distance and the type of delivery selected at checkout. You will receive a tracking number upon shipment. At this time, we only ship within the United States.
Orders typically ship out within 3 business days*. Please use the shipping estimate times at checkout as a guide but not a guarantee. Unfortunately the post office does not guarantee any order delivery times and so some orders may experience delays out of our control. If you have not received your package within 20 days of shipment please reach out at hello@olfactorynyc.com and we can file a claim on your behalf. We can do this up until 120 days after shipment, if you reach out after this time we will be unable to resolve the loss
If you need an order by a specific date please consider the express options at checkout
USPS often releases delivery notifications prematurely (very annoying, we know!). 90% of the time the order is one or two business days away
Common questions
Everything you need to know before you start.
3–5 business days to process back to your original payment method.
Yes, as long as your order hasn't shipped yet. Email hello@olfactorynyc.com we'll cancel and refund in full. Refunds take 3–5 business days to appear on your original payment method.
Once an order has processed or shipped, we can't make changes directly.
Yes, as long as your order hasn't shipped yet! Email hello@olfactorynyc.com with the new address ASAP and we'll update it. You'll get a confirmation when your package ships.
It's normal for a fragrance to evolve slightly over time. You may notice some differences between an older bottle and a newly filled one, particularly during the first few weeks as the fragrance settles and matures.
That said, if your scent smells significantly different from a previous order and you believe it may have been filled incorrectly, we're happy to investigate. We can provide a prepaid shipping label so you can send the fragrance back to us for evaluation. Once received, our in-house perfumer will review the formula and determine whether an error occurred during production.
For full details, please see our Returns & Exchanges policy.
We offer one free exchange per custom scent within 30 days of purchase — bring your scent back to a studio (or send it back) and we'll exchange it for another blend you'd prefer. If you'd rather return for a refund, we offer a partial refund excluding a $17.50 disposal fee for EDP and $20 for intense and shipping, since we can't restock custom scents. Full policy: olfactorynyc.com/pages/returns-exchanges.
Sorry about that shipping and handling are sometimes outside our control. Send us a photo of the broken/damaged item(s) at hello@olfactorynyc.com and we'll resolve it as quickly as possible.
USPS gets overwhelmed during the holidays, leading to delays and tracking inaccuracies. If it's been more than 12 days since your order and your package still hasn't arrived, you can place a new order with overnight shipping to ensure on-time delivery — once the 20-day window lapses on the original, we'll refund the original and the priority shipping. If the original arrives during that window, you can return it for a full refund. Not perfect, but it gets the gift there on time.
USPS considers a package officially lost 20 days after shipment. If you haven't received your order by 20 days from the ship date, we can file a claim for a full refund or send a replacement your choice. Reply to your order email and we'll start it.
USPS sometimes marks orders delivered up to a day or two early. Check in and around the area you usually receive mail (the box is small and may have been placed with regular mail). If it still hasn't arrived after 3 business days, email us at hello@olfactorynyc.com and we'll coordinate with the carrier. Your local post office can also contact the postal worker who made the rounds.
Most people complete all three steps in 10–15 days, though you can take as long as you like. There's no expiry on your credits — great scent is worth taking the time to find.
Free U.S. ground shipping on orders over $100 and on sample boxes. We only ship in the U.S. currently.
Orders typically ship within 3–5 business days. Engraved fragrances require an additional 3–4 business days for processing. You'll receive a shipping confirmation email with tracking information once your order leaves our studio.