Shipping Policy | International Shipping | Venba Fragrance
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Shipping Policy

Shipping Policy

Venba Fragrance strives to provide a smooth and reliable shipping experience. Please take a moment to read through our comprehensive shipping policy, which includes essential information regarding processing times, shipping options, and responsibilities.

 Processing Time

Orders are typically processed within one business day of receipt. All orders are subject to credit card confirmation and product availability. If an item becomes out of stock due to a stocking error, we will promptly remove the product from your order and issue a refund for the unavailable item. We will notify you of any changes to your order immediately.

Shipping on all US Orders

We are pleased to offer free standard shipping on all orders valued at $100 or more within the United States. For orders below $100, shipping charges will be calculated at checkout based on the destination. Please note that once your tracking number is generated, we cannot change your order, including address modifications, product changes, or shipping method alterations.

Delivery Problems

  • Delays in Delivery: We do not offer refunds for delivery delays. However, if your order has been delayed for more than 15 days beyond the estimated delivery date, please contact our Customer Service team at support@venbafragrance.com.

  • Lost or Missing Packages: If your package has not arrived within the expected timeframe, please reach out to our Customer Service team. We will assist you in tracking your order and provide guidance on the next steps.

  • Damaged Packages: Upon delivery, it is the customer’s responsibility to inspect the packaging and contents. If the package is opened or damaged, any concerns should be noted on the delivery receipt before signing. By signing without any reservations, you confirm that the package was received in acceptable condition.

Signing for Your Package

Signature confirmation is required upon delivery for orders valued at $250 or more to ensure insurance coverage against theft or damage. Once the package is signed for at the specified address, it is no longer covered by insurance.If you choose not to require a signature for your package, please be aware that Venba Fragrance will not be responsible for any theft or damage that may occur after delivery. Requiring a signature protects your package and ensures it is delivered correctly. Carriers such as UPS allow you to digitally sign for your package in advance through UPS My Choice. If the package is digitally signed or if the signature requirement is waived, this will void the insurance and our responsibility for the package.  

Shipping Insurance Policy

At Venba Fragrance, we aim to provide a secure and seamless shopping experience. For additional peace of mind, we offer optional shipping insurance at checkout. Below are the detailed terms and conditions for our shipping insurance and claim process.

General Terms of Shipping Insurance

  • Optional Insurance:

    • Shipping insurance can be added at checkout, with rates based on the cart value.

    • If insurance is not selected, Venba Fragrance cannot be held liable for any loss, damage, or theft once the carrier marks the package as "Delivered."

  • Signature Requirement:

    • Orders valued at $250 or more require a signature upon delivery to ensure secure receipt. Removing this requirement voids the shipping insurance and releases our liability with the package.

  • Evidence for Claims:

    • If an insured package is received damaged or broken, customers must provide evidence (photos or videos) to support their claim.

    • Failure to provide evidence will result in an automatic rejection of the claim.

  • Claims Process for Insured Packages:

    • No Signature and Not Delivered: If insurance was purchased, there is no signature, and the package is marked as delivered but not received, the customer must submit a formal claim via email to support@venbafragrance.com.

    • Signature Present but Not Received: If insurance was purchased and the tracking shows delivery with a signature, then that completes our responsibility for the package, and we consider it correctly delivered.

    • Lost in Transit: If tracking information has not changed for 15 business days, we will file an insurance claim on your behalf. 

  • Insurance Coverage Limitations:

    • Insurance covers only the item(s) specified in the original purchase that included insurance.

    • If multiple orders are combined, only the insured items from the original insured order are covered under the policy.

    • If the customer changes the shipment through UPS My Choice—such as changing the shipping address, pre-signing for the package, or similar modifications—the shipping insurance will be voided.

    • Insurance coverage does not apply in cases where an incorrect address was provided at the time of purchase. Customers are responsible for ensuring that their shipping details are accurate. Any loss or issues arising from an incorrect address will not be covered under our insurance policy.

    • In such cases, Venba Fragrance will not be responsible for any product loss, theft, or damage.

  • No Insurance or Signature:

    • If the customer opts out of both insurance and signature confirmation, Venba Fragrance assumes no responsibility for loss, theft, or damage once the package is marked as delivered. 

Scenarios Covered Under Insurance

  • Lost Packages:

    • Tracking information shows the package has not been delivered or updated for 15 business days.

  • Stolen Packages:

    • Tracking shows the package as delivered, but the customer did not receive it. Further evidence may be requested in such a scenario. 

  • Damaged Packages:

    • Visible signs of damage to the shipping box, such as leakage, dents, or any other external compromise that affects the user experience

Important Claim Guidelines

  • Notification Period:
     Customers must notify our customer care team of any issues within 3 days of receiving the package. Claims can be submitted to our email at  support@venbafragrance.com.

  • Claim Resolution:

    • Once a claim is submitted with the necessary documentation, our team will review and provide additional instructions.

    • Claims processing can take up to 7 business days. Refunds or replacements will only be issued after the approved insurance claim.

Steps to File a Claim

  • Damaged Packages:

    • Take clear photos/videos of the damage (box and product).

    • Submit the evidence and details of your order at support@venbafragrance.com.

    • Failure to provide proof will result in an automatic rejection of the claim.

  • Lost Packages:

    • Wait 15 business days for tracking to update.

    • If tracking remains unchanged, contact customer support to initiate a claim.

    • The best way to track your package is by using the tracking number on the shipping carrier's website. We do not have any additional information beyond what the shipping carrier provides.

  • Stolen Packages:

    • Kindly reach out to us at support@venbafragrance.com if you believe that your package is stolen. 

Freight Forwarder Shipments

If you are using a freight forwarder to ship your package to a different address, please note the following:

  • Venba Fragrance is not affiliated with any freight forwarders.

  • Our package responsibility is fulfilled once the carrier confirms successful delivery to the freight forwarder. Successful delivery may be noted as “Delivered” or “Delivered to Agent, Left with Individual” or <any other iteration of such sort>.

  • If you have purchased shipping insurance, it will only cover the package during transit to the freight forwarder. Once the carrier confirms delivery to the freight forwarder, any issues with your package should be addressed with the freight forwarder directly.

  • Venba Fragrance does not handle or have information about any packages after they are delivered to the freight forwarder.

Shipping Address Policy

We process and ship orders based on the shipping address provided at the time of order placement. Once an order is confirmed and payment is processed, we cannot modify the shipping address. The only exception is if you request to update your shipping address to match your billing address. If you need to update your address, please contact us immediately to request a cancellation. You will need to place a new order with the correct shipping information. However, we cannot guarantee that cancellations or address changes can be accommodated, as we strive to fulfill orders as quickly as possible. If an incorrect shipping address is provided, we are unable to redirect, retrieve, or cancel the order once it has been processed. We strongly recommend verifying your shipping details before finalizing your purchase to prevent delivery issues. Venba Fragrance is not liable for any lost packages or delivery issues resulting from an incorrect shipping address.

International Shipments

·       For international orders, the shipping cost excludes applicable customs fees, taxes, or duties. These charges are the responsibility of the customer.

  • Please contact your local customs office to get detailed information on shipping charges and any additional costs that may apply.

  • In the event of a shipment refusal, the customer will be responsible for the original shipping costs, duties, taxes, customs charges, and return fees associated with the return of the package to us. These fees will be deducted from any refund issued for the returned items.

  • Venba Fragrance does not profit from the assigned shipping charges and strives to offer the most cost-effective international shipping options.

Priority Shipping

We offer USPS Priority Shipping for customers who need faster delivery. Priority shipping typically within 2-4 business days for delivery once the package is in transit. Please note that the priority shipping time frame applies only to the transit time with USPS and does not include the processing time, fulfillment time, or the time it takes for USPS to accept the package. Should your package fail to arrive within this period, please contact us at support@venbafragrance.com, and we will assist you with resolving the issue.