Shipping & Returns
We use a standard shipping rate based on the value of the items in your cart. In most cases, the greater the value of your purchase, the greater the cost we incur to ship each of the units safely. That is why we've created a tiered system to better serve your needs and ensure that your order arrives safely, in a timely manner.
Order Value: $35.00 or less Shipping Rate: $8.00
Order Value: $35.01-$74.99 Shipping Rate: $10.00
Order Value: $75.00 or more Shipping Rate: FREE*
*Please Note: in order to be eligible for FREE Shipping your order must be $75+ AFTER promotional codes have been applied
Where do you ship?
We ship our products to end consumers in all 50 United States. We also ship to Post Office Boxes in the United States.
Due to agreements with our international distributors, we do not ship outside the United States at this time.
Please contact email@example.com for information regarding how to obtain our products in your country.
How long after placing my order will it ship?
If you place your order prior to 2:00 PM EST on a business day, it will typically ship out the same day. Orders placed after 2:00 PM EST or over the weekend will ship out the next business day.
You will receive a notification via email or Messenger when your order ships.
We are taking care to make sure your order ships in a timely manner. However, shipping carriers are experiencing extremely high volumes at this time. Our default shipping method is FedEx Ground Economy which may take up to 10 business days to deliver.
Please refer to your tracking information for any and all updates. We thank you for your patience while waiting on your order to arrive.
How can I track my order?
There are a few different ways to track your order.
- Log into your Votivo account to track your order.
- Use the tracking number included in your shipping confirmation email or Facebook Messenger message to track your order.
- Call customer service at 1-877-7VOTIVO (877-786-8486) to check the status of your order.
Did your order arrive with a damaged product?
We want to make it right! Please take a photo of the damaged product and send it to our Customer Service Team by emailing firstname.lastname@example.org or give us a call at 1-877-786-8486. Upon receiving your pictures, we will issue a refund for the damaged product or key a replacement at no cost to you.
Did your order arrive with an incorrect item?
If the items you received do not match the items you ordered, please give us a call at 1-877-786-8486 or email our Customer Service Team at email@example.com.
Was your order lost/missing?
We are very sorry to hear that you have not received your order. Please reach out to our Customer Service Team at 1-877-786-8486 or email us at firstname.lastname@example.org. We are happy to investigate your missing order and find a resolution for you swiftly.
Did you not enjoy the fragrances you ordered?
We understand that ordering fragrances online can be difficult as you cannot smell the fragrance beforehand. Please contact our Customer Service Team for assistance by emailing us at email@example.com.
Was the product quality not satisfactory?
Providing you with an elite fragrance experience is our highest priority, so please share your concerns with us. Please email us at firstname.lastname@example.org and one of our Customer Service Team will respond within 24-48 hours with a resolution.
If you can provide an image of the bottom label of the item, we will give that information to our Quality Control Team. They will check the batch number and research possible explanations for poor performance.
Changed your mind on your order and wish to return the items?
If your order is in the same condition, you received it in (i.e., the packaging has not been opened/used. The candle has not been lit.) you can return your order for a refund. You will need to return the items at your expense. We ask that you include your name and order number along with the reason for your return. Once the return is received, our Customer Service Team will issue a refund for the value of the items returned. Returns may be sent to the address below:
951 S. Pine Street
Spartanburg, SC 29302
Returns must be submitted within 30 days from the Ship date on your original order. If you have any questions regarding your return, please emailing us at email@example.com or by calling 1-877-786-8486.
Did you purchase one of our items from an independent retailer or online marketplace?
We ask that you please contact the retailer where you purchased the product. If it was a gift or you are unable to return to the retailer where the item was purchased, please contact Customer Service Team by phone at 1-877-786-8486 or email us at firstname.lastname@example.org.
Did you have issues with a promo code?
Please keep in mind that only one discount can be redeemed per order. If there is an automatic discount you are enjoying based on an item in your cart, you will not be able to apply a promo code to that order.
If you typed in the promo code for a valid and active promotion, but it was not applied to your order, please reach out via telephone at1-877-786-8486 or email us at email@example.com so that one of our Customer Service Team can assist you.
Discontinued and Seasonal Items
Any products marked as “discontinued” or “final sale” are non-returnable and non-refundable.
Holiday fragrances are only offered June 1st- December 15th. Any returns or requests for refund on holiday products must be within 30 days of shipping or by January 15th whichever arrives first.
For more information and assistance please email us at firstname.lastname@example.org to reach our Customer Service Team.