Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS:

Please read carefully before ordering. 
Placing an order signifies you have read and agree to our terms and policies. We will not make exceptions to any of these policies. 

Due to increasing fraudulent activities, we have tightened security.  We are not responsible for delays in order processing due to declined credit cards. If your Billing Address – which includes Name, Street Number, Street Name, City, State and Zip Code does not match exactly, your order will not process.  This is annoying, but it is for your protection as well as ours.

If your Billing information has a totally different name, and in a different state than your shipping address, we will more than likely refuse shipment and request a different form of payment.  If that is not provided the existing card will be credited and the order cancelled.

  • If you have a gift card (a store value card with a Visa, MasterCard or Discover it will not work as it is not linked to your address.

We sell 1 ounce and 4 ounce oils so you can test.  We encourage testing.  Fragrance Oils are manufactured to be USED in an application; not sniffed out of a bottle. You will never know how that oil will perform unless you test in your own applications. We suggest that you test them in products before calling us.  Fragrance oils will smell different in finished products than they do out of the bottle.

Fragrance Oils are not used for making lip balms.
Fragrance Oils are not used for vaping!

MOST OF our Fragrance Oils are packed by weight.  Not volume.  That means you might have a bottle that appears to be “fuller” than another bottle. Each oil is comprised of different raw materials and will weigh differently giving you a different fill line.  Some will look taller or shorter in the bottle depending on the weight of the oil.  Most citrus based oils will appear “fuller” in your bottles.

ALL SALES ARE FINAL. We offer 1-ounce samples and 4-ounce tester oils you can test before buying larger quantities.  We do not accept returns on any products unless we have made a mistake when shipping.  Everyone has a different sense of smell.  We encourage you to try a one ounce sample or a 4 ounce oil before buying a larger size so you can sniff and test in your application to see if the scent is agreeable to you and your application as all sales are final.

  • We offer one ounce samples and 4 ounce oils to use as testers so you can test in your own application using your own supplies prior to purchasing a larger bottle. It is at your risk that you purchase a larger bottle without first testing. 
  • Our oils are considered a specialty item.  For sanitary reasons, once a package has been received, we can no longer vouch for the contents.  We cannot take products of any nature back and resell them; therefore, we do not accept product returns other than a mistake we may have made in shipping your order.  We do not offer any type of product exchanges. Please try 1 ounce or 4 ounce oils prior to purchasing a larger size.
  • There are no refunds for oils you simply do not like or don’t smell as you imagined it would.  We offer/sell 1 oz samples and 4 oz oils to test and sniff prior to buying larger bottles. 
  • THERE ARE NO REFUNDS FOR 1 OZ SAMPLES or 4 OZ OILS. These sizes are available for your testing prior to purchasing a larger volume.
  • As shown on our One Ounce Sample Quick Order page and the description section of each FO, you are permitted to purchase no more than 2 of each sample choice.  We will make substitutions without notification, if you pick more than 2 of the same sample choices.
  • Fragrances with the same name from different companies will more than likely smell different as we don’t purchase from the same manufacturers nor do we all purchase the same grade of fragrance oil.

Please carefully check your shipping address before you submit your order.  We are not responsible if you use an incorrect shipping address.  Once a package ships, we cannot change the shipping address.  If the customer uses the wrong address when placing an order – it is eventually returned to the Post Office. We are charged the shipping from the incorrect address back to us to be able to pick up the package.  If the customer wants the package reshipped upon its return to the Post Office, customer will have to pay the return shipping incurred as well as the return shipping to reship to the correct address.

You will not be refunded for orders shipped and delivered to an incorrect address that customer provided. If we have made the shipping error, this does not apply.

CHECK YOUR ORDER IMMEDIATELY UPON RECEIVING:  Please report any missing, damaged merchandise or order mistakes within 48 hours of delivery. After 48 hours from delivery, we will conclude that your order was completed accurately, and no refunds or exchanges will be accepted after that time.  We may require proof of error. We will not be able to make any adjustments after this time.  Our orders are triple checked before they are packaged for shipment. Please completely unpack everything and thoroughly search inside the box and papers before calling us about a missing item.  If you receive a leaking bottle please contact us right away. We will need photos of the box and leaking bottles. Once we receive the requested information we will refund or replace at our discretion.

We ship via Canada Post, and many other couriers. Shipping is based on weight and address.

If you are ordering from a different country, please understand, we have no control over the charges you are billed by the broker for International orders nor do we have control over what your country charges as taxes and duties.

We do not ship orders on weekends or holidays. Please count these days towards your total ship time.

HOURS:

  • You can order on line – 24 hours a day – 7 days a week. All orders received after the close of shipping on Friday thru Sunday will ship the following Monday or the first business day following a holiday.
  • Payments accepted: PayPal
  • We do not take checks, nor do we offer in house payment options. All orders must be paid in full prior to shipping. We do not accept money orders, COD, or credit accounts.
  • Any discounts that may be offered, cannot be applied to orders after your order is placed. Please do not email or call requesting that your order to be the exception.
  • Adding the Coupon Code in the special instruction section in the shopping cart will not work and you will not receive the discount. If the Coupon Code (if applicable) is not used during the checkout process, no discount will be given.
  • We are unable to modify orders to give credits for coupons if you miss a sale with coupon codes.
  • We do not accept returns on any products.  Please see ALL SALES ARE FINAL section listed above.
  • Overnight, 2 Day and 3 Day deliveries are available should you need expedited service.
  • We are not responsible for any customs/duties or import taxes that may apply; we are not responsible for delays due to customs.

ORDERS ARE PROCESSED IN “REAL TIME”. As soon as you place your order you will receive an email receipt; at that time, your card has been charged and your order is placed.

Our goal is to ship your order as quickly as possible. As noted in the shopping cart, prior to placing your order – PLEASE carefully check your order before you click the submit order button.

  • Once an order has been placed, it cannot be changed.  It is very important that you double check the accuracy of your order before clicking the “submit this order” button during checkout; there is a reminder note directly above the submit this order button.
  • We do not have access to your credit card information.  Any additions to your order will be treated as a new order and shipped separately.
  • We will not be held accountable and will not correct any order mistakes that you have made.
  • BE SURE TO CHECK THE EMAIL ADDRESS YOU USED WHEN YOU PLACED YOUR ORDER . If you use an incorrect email address, you will not receive your tracking or order confirmation.

DELIVERIES – PLEASE BE AWARE:  IT IS AT YOUR RISK IF YOUR ORDER IS LEFT WITHOUT A REQUEST FOR A SIGNED DELIVERY.

We are NOT responsible for boxes left on your porch or designated delivery area. Without a note on your order that you require a signature delivery, your order is subject to be left at your home, without notification that it has arrived. If the tracking information says your order was delivered, we are not responsible for boxes that might have been stolen from your porch. It is at your risk or loss if your order is left without a signed delivery.

Should you have a missing package that tracking says was delivered, call the shipping company immediately and make them aware a package is missing; perhaps the driver is still in the area. The company can call the driver and check with him immediately. The claims process can also get started and a trace can begin on your package.  Please note, a trace will prompt an investigation regarding the delivery.  It can take several business days to several weeks to get a response from the shipper.  The shipping company will then notify us. and we can complete the claim process.  If the tracking on a package shows delivered there not much we can do except put a trace on the box.  All reports of lost orders must be provided to us, within 48 hours of “delivery”.  If delivery confirmation has been provided by canada post, we are not responsible for any missing package or items from a package.
If your order has in fact been stolen, CALL YOUR LOCAL POLICE DEPARTMENT AND FILE A THEFT REPORT.

We pack each box tightly and securely. However, if you have damages in your order please contact the shipping carrier immediately. You MUST save your original packaging materials in order to file a claim. Proof of damages must be made to the carrier, so it is imperative all original packaging materials are saved. We cannot replace damages due to shipper at our expense. All items leave our warehouse in excellent condition and responsibility for the package ends when it leaves our hands.

SHIPPING/DELIVERING INTERNATIONAL ORDERS:  We ship internationally, daily.  Right to your door to many countries.

REFUSED SHIPMENTS will be billed shipping charges and a 25% restocking fee will be incurred.

CANCELLED or RETURNED ORDERS – If your order ships, and customer has used an incorrect shipping address, etc., you will be CHARGED A 25% RESTOCKING FEE.  You will also be charged for the return shipping back to us in addition to the 25% restocking fee.  CANCELLED ORDERS ARE AUTOMATICALLY CHARGED A 25% RESTOCKING FEE.  Should you use an incorrect address or zip code when you place the order, and the order ships, and you decide to cancel the order, your refund will exclude the shipping charges and will exclude the shipping charges incurred for the return and the 25% restocking fee.

It is at the discretion of us as to whether we refund or reship any order mistakes made by us or due to damages.

We sre not responsible for any errors or omissions on this website. We work hard to provide accurate product and pricing information. However, pricing or typographical errors may occur.

We reserve the right to change prices at any time without notification.  Prices and availability are subject to change without notice.  If an item is listed at an incorrect price or with incorrect information due to an error in pricing or Product information, we shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item.

PHOTOGRAPHS AND DESCRIPTIONS: Our pictures are presented only to give you a more clear interpretation of what we feel the fragrance oils will smell like. We have paid for the use of the pictures on our site. You could be fined by the owner of the photo if you “borrow” one of our photographs without purchasing the rights to use the photograph.

We reserve the right to refuse service to anyone at any time for any reason.  We reserve the right to cancel any order, any time and for any reason in its sole discretion, to cancel the order at any time prior to shipment without liability. If your credit or debit card has already been charged and your order is cancelled, you shall receive a credit to your card account in the amount of the charge. We will not be responsible for any charges that your card issuer may apply to you as a result of our processing your order.

Island Escape Fragrances is not responsible for any misuse, accidents, or adverse reactions that may occur with use of our products. Be sure to test all products. We are not responsible for accidents or incidents associated with the use of our products. All of our products are offered in good faith but without guarantee. Due to the variety of industries served, products are sold without warranty of any kind. Purchasers will, by their own tests and evaluations, determine suitability of such products for their specific use.

All of our products are offered in good faith but without guarantee. Due to the variety of industries served, products are sold without warranty of any kind. We assume no liability for damage and/or injury resulting from the use of products supplied by this company. In no event will we be liable for direct, indirect or consequential damages resulting from loss of use or profits arising out of, or in connection with, the use/suitability of products. While we test all products, we cannot make any guarantee that these products will agree with everyone.

We are not responsible for testing our products in products from other suppliers. Should you not have the same opinion of a scent throw please keep in mind that we cannot test in each wax or application. Instructions or tips we offer are from our own personal experiences or from our testers. We cannot guarantee that these will work in your circumstances.

Island Escape Fragrances cannot be responsible for the reviews offered by “customers” or any information contained on other websites.

When using Fragrance oils, keep room well ventilated with use or use an appropriate respirator with use. Eye, ingestion, and skin irritant. Avoid contact with skin and eyes and swallowing. Keep all products away from children and pets. All of our products are offered in good faith but without guarantee. Due to the variety of industries served, products are sold without warranty of any kind. Purchasers will, by their own tests and evaluations, determine suitability of such products for their specific use. We assume no liability for damage and/or injury resulting from the use of products supplied by this company.

In no event will we be liable for direct, indirect or consequential damages resulting from loss of use or profits arising out of, or in connection with, the use/suitability of products. While we test all products, we cannot make any guarantee that these products will agree with everyone. We are not responsible for testing our products in products from other suppliers.

As per our terms and conditions, once a package has been received, we can no longer vouch for the contents. Therefore, we do not accept product returns.

SOCIAL MEDIA BULLYING – Threats and Intimidation – Reviews – Our Policies are listed for your protection as well as ours.  They are fair.  Not everyone purchases with good intentions. Internet fraud is out of control.  Bullying is out of control.  We only ask for a little kindness and patience.  If we have made a mistake, we will correct it. If you have made a mistake, we will try to find a reasonable solution.  There is no reason for any disagreement or challenge to become ugly or threatening.  With so many social media venues and online shopping, people are quick to jump on social media and make disparaging comments before there has been a chance to find a reasonable solution or many times before the company has even been notified. Screaming, yelling, cussing and being rude will not get anyone very far. Try a little kindness; we will reciprocate.

By doing Business with us you agree not to engage in the following:  Screaming, derogatory, racially charged comments, swearing or intimidating language when speaking by telephone or email; making false, disparaging or derogatory statements about the company or products or name calling for the sole purpose of harming the company. Generally, it is the person who wants us to change our policies to appease them; when we don’t change our policies, they tend to get nasty.  It must make people feel better to make ugly comments.  It is sad that bullying needs to be addressed.

The harsh reality is that not all online reviews or comments made are honest or have pure motives; sometimes they are placed with the sole purpose of harming the company.  Placing dishonest or inaccurate reviews on social media platforms is not acceptable. We will refuse future service when this occurs.

Please read carefully before ordering. Placing an order signifies you have read and agree to our policies.