Shipping and Returns
Note from JK:
I juggle my clinic and my perfumery work. Although I try to ship as quickly as possible - it can, in some situations, take up to 3-4 weeks to ship, give or take, not including the day your order was placed. There are a lot of things to do, small vials to package up, all by hand. This is an artisan shop, after all. Please be patient as I work to get orders out as quickly as possible. You should get a shipping notification as soon as your new aromatic goodies are headed your way!
Shipping address must be correct otherwise we have no idea where to send it. It is your responsibility to make sure the address is correct. If you notice that you have made a mistake, please get in contact with us ASAP and we will do our best to fix this issue. Note that once the package is with the carrier this often is not possible. We do not offer reimbursements for packages which are lost due to an incorrect address being provided.
Do you want shipping insurance? If you are making a large purchase, we do recommend you purchase insurance on your package. If there is no option to purchase insurance on a product you will need to include this in the shipping notes and we will reach out to you directly in order to send you an invoice to cover the additional cost of insurance.
Duties and Taxes: You are responsible for paying all import duties and taxes in your package
Customs: We rarely have issues with customs. If there is a problem with customs, please contact us right away and we will see if there is anything that can be done from our end. Rising Phoenix does not offer reimbursements of any kind for packages lost in customs. It is your responsibility to inform us in the notes of any specific laws pertaining to the import of our natural products into your specific country and what we must do to ensure a smooth transition through customs.
Please add any special requests to the NOTES when placing your order.
Shipping to Certain Countries
We ship to all countries, with some caveats...
**Between October and the end of February, I set international Orders to ship by EXPRESS. Ever since 2020, this is necessary as many packages go missing, and I can no longer take responsibility for missing packages out of my control. I do this for both your safety and mine. Thank you for understanding.
**When shipping to :
-North Africa
-Gulf Countries / Middle East / Central Asia
-India
-Pakistan
-SE / Pacific Asia
-Central / South America
-China
-->I HIGHLY recommend shipping with an expedited shipper. Select PRIORITY INTERNATIONAL EXPRESS to best insure you receive your order.
**If you select USPS PRIORITY INTERNATIONAL EXPRESS - I ship this option by DHL / UPS / FedEx at my discretion. There is not always an Express option.
-->Take this to mean PRIVATE CARRIER
**Domestically - I ship USPS PRIORITY EXPRESS by UPS
There is not always an Express option, so I will normally select the fastest UPS option, at my discretion.
STANDARD INTERNATIONAL is the choice of the Buyer. This ships by USPS - internationally it may not come with tracking, and may take much longer than standard shipping times since Covid. If time or security are a concern - best to pay for the EXPRESS option. These packages arrive more quickly and more securely, and I can actually communicate with the package.
Please also understand that Customs delays when shipping to these countries is not uncommon. Nor are those delays my fault. Your patience is appreciated.
Shipping times since COVID - both domestically and internationally - are slower. ESPECIALLY between October all the way through the end of February. If you are short on patience - please opt for one of those expedited shipping options by selection EXPRESS. Even then - delays are more normal since COVID, and these delays are out of our hands and out of our control. Patience is a Virtue.
REMEMBER :
Shipping Express / DHL / UPS / FedEx helps to minimize risk, but does not fully eliminate risk. It is the Buyer's responsibility to minimize and eliminate risk by selecting premium shipping levels, and the only sure way to eliminate risk is to contact us and request and purchase insurance on your package. Remember - these are choices You, the Buyer, makes. We do not accept responsibility for your choices regarding risk. If you don't want to pay for the extra security - we do not accept the responsibility on your behalf. We do not insure packages unless you contact us to request it, and pay separately for insuring the full value of your package.
Regarding Returns / Refunds / Cancellations / Layaway / Procurement
The rare, premium, and unique goods found in this shop weren't "Made in China" last week. These are not commodity goods, nor are they inexpensive to procure and produce. There is a tremendous amount of time, effort, and expense that goes into finding and sourcing the best quality materials the world has to offer, and into making our products. The amount of time it takes to do this work, the financial risks we take in doing it, and the losses incurred along the way is tremendous.
Additionally, sample sizes are available for nearly every listing. Please sample an item first before purchasing a larger size / quantity if you are not sure you will like it. I imagine you wouldn't want to purchase a bottle that was previously in the hands of and used by another customer, or a piece of wood or incense someone has broken up into pieces - and as such we can't resell returned goods, nor do we accept returns for this reason.
Scent is also highly subjective and very personal. We do our best to accurately describe the materials and items sold in this shop. Please understand we cannot guarantee everything to be to everyone's personal tastes. Again - sample first if you feel unsure about an item. There is no accounting for personal tastes.
4. Any special constraints need to be listed in the NOTES when putting in the order. No promises being able to accommodate special requests after the order is placed.
5. We ship out a lot of packages. In the event that an item managed to not make it in to your package, please let us know ASAP so a replacement can be shipped out. We will ship rather than refund any oversights.
As you can see - there is a variety of considerable expenses that go into the making and procuring of our products.
For hygienic reasons, we do not accept returns
Please sample first. Most oils have 0.3g or 1g Sample Sizes.
**All Sales are Final.
**We do not accept Cancelations on orders.
**Nor do we accept Cancelations on Layaway or Procurement.
-->If you decide to abandon an order, all monies paid are non-refundable.
-->We do not accept Cancellations due to the artisan small business nature of our work
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