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Q. How does FREE Shipping work?
A. FREE shipping can be applied to orders of $30 or more at www.ScentsySuccess.com. Due to the limitations of our shopping cart, you must spend $30 on PRODUCT without any Gift or Coupon Codes to qualify for the reduced shipping. Any applicable sales tax will also not be included in your order total. You must select FREE shipping at the time of check-out. We cannot adjust shipping rates if the incorrect shipping rate is selected. Car vinyl and other products may be sent via USPS and parts of your order may ship separately. Parts of your order may be held and shipped with custom products that are in production. There is no difference in shipping time for our "standard" shipping and "free" shipping. Electing to pay for shipping when your order qualifies for free shipping does NOT mean your order will ship faster.
FREE Shipping offer does not apply to Alaska, Hawaii, Guam or Puerto Rico. Orders to these locations must total a minimum of $30.00, and a rate of 20% of the order total will be added to cover the cost of shipping. These orders may be sent via USPS. Car vinyl and other products may be sent via USPS and parts of your order may ship separately.
Q. Does Scentsy Success ship to Canada?
A. Because of extremely high tariff rates on small volumes, Scentsy Success will not be able to ship to Canada at this time. We do have some potential solutions that may make it possible for Canadian consultants to be able to orders tools from Scentsy Success. A selection of Scentsy Success products are currently available with the business supplies in your workstation. Please watch for more details as we continue to expand to accommodate our Scentsy Consultants in Canada.
Q. Can I add to an order that has already been placed?
Because of system limitations, we regret we are not able to alter or add to and order that has already been placed. Unfortunately, we are unable to cancel orders once they have been submitted.
Q. How do I submit the information I want on my custom printing?
There will be spaces available to add your personalized information on your order page, before adding the product to the cart. Please add your information carefully as you WILL NOT RECEIVE A PROOF. Your order will be processed and printed with the information you provide and you will be held responsible for any incorrect information that was entered and your custom product will not be recreated nor reprinted. Photos for business cards and business card magnets can be emailed to
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. Please reference your order number and include your name.
Q. Is ScentsySuccess part of Scentsy?
A. Yes. ScentsySuccess is the official supplier of Scentsy, Inc. licensed products and marketing tools for Scentsy Independent Consultants. Watch throughout 2010 for improved and more tightly integrated services from Scentsy Success with Scentsy, Inc. If you have an idea for Scentsy Success that you would like to see produced, please send it to us via our “Customer Service” tab.
Q. Why does Scentsy Success recommend I NOT contact them via email?
A. We are eager to answer your question or concern, however because of the unreliability of email and complications added by spam and virus filters, we kindly ask that you submit your question via the Customer Service tab on the Scentsy Success website. This way we can assure you that we have received your information and that we are able to respond as quickly as possible. You may ask a question or post a concern without logging in, but please remember to include your Name and Consultant ID so we are easily able to address any concerns you might have.
Q. What if I need to return or exchange all or part of my order? A. ALL RETURNS/EXCHANGES MUST HAVE A RETURN AUTHORIZATION. Should you need to return/exchange all or part of your order, please submit a "Return/Exchange" authorization request via our Customer Service Tab. To submit the request, follow these steps: 1. Login to your account
2. Click on the “Customer Service Tab”
3. Click “New Ticket”
4. Select “Return/Exchange” from the ‘Section’ drop down menu
5. Type required information into the “Description” box (see below for required info)
6. Click “Submit”
7. You will receive a RA number & further instructions within 3 FULL business days (To ensure that your request is received, please DO NOT rate/close your ticket until you have received a response and the issue has been completely resolved) When creating your request, you MUST include the following information in the description box: Your Name
Consultant ID
Order Number
Item(s) Name or Sku #
Whether you would like to return or exchange the item(s)
Reason for your return/exchange (Failure to include all the required information may result in delays and/or failure to process your return/exchange.) RETURNING YOUR ORDER: Once you have received your Return Authorization number, you may return your item to: Linda Hammond- Returns/Exchanges
3698 East Lanark
Meridian, ID 83642 Please include in your return package a note with your Name and Return Authorization number. You may anticipate shipment of replacements from the Meridian, ID warehouse to leave the warehouse within 5 business days from date of original request for replacement. We reserve the right to refuse a return that is received without a Return Authorization number. Products must be received @ warehouse within 30 calendar days from the date that a Return Authorization number is issued. Items returned outside of 30 calendar days will not be accepted. If an incorrect or damaged item is received in an order, we will gladly send a replacement. The original incorrect or damaged item MUST be returned to our warehouse within 60 days from the date of delivery of the replacement or the card used for the original purchase will be charged for the cost of the replacement. Please contact Scentsy Success Consultant Support for any questions regarding this policy. Personalized products are not eligible for refund, return, nor exchange. Failure to read and follow Return/Exchange or Cancellation Policies may result in a refusal to refund or exchange. PLEASE PACKAGE RETURNS APPROPRIATELY. WHEELED BAGS RETURNED WITHOUT A BOX AND/OR PROPER PACKAGING WILL NOT BE ELIGIBLE FOR RETURN, REFUND, OR EXCHANGE. If you need a box for any return please visit your local grocery or big box store. They will generally give you a box free of charge. Scentsy Success will only accept Returns/Exchanges on products in unused, mint, resalable condition. Product received in used, dirty, or damaged condition is not eligible for return or exchange and will be returned and the cost of reshipping will be charged to the card associated with the order. Should your order arrive damaged, please see the instructions below (FAQ: What if there is a problem with my order?) No item may be returned, exchanged nor refunded after 30 calendar days from the date the order was initially placed. Refunds are subject to a 7% chargeback fee associated with the cost Scentsy Success incurs to process a refund. Products ordered from "Closeout" tab are not eligible for return/exchange. Please consider this when purchasing.
Should you need to exchange, please note that the credit card associated with your order will be charged EXACT shipping costs in order to return it to you. You are also responsible for the postage/shipping costs and packaging associated with returning your product. Returned items will receive a store credit in the form of a coupon code for the amount of the item. Store credits may be redeemed within 3 months of the date it is issued. Initial shipping charges will NOT be refunded. Personalized items are not eligible for refunds/credits and cannot be returned/exchanged.* *If your Personalized Item arrives with a defect or misprint caused by the manufacturer, please contact us via the Customer Service tab and we will resolve your concern as quickly as possible.
Q. What if there is a problem with my order?
A. We do our best to send your order quickly and accurately, but should you receive an item damaged or incorrectly, please use the Customer Service tab for direction on correcting your order. Should you send an email, or follow other means of contacting us about your order, it may result in a delay of correcting your order. Email can be unreliable. Please use the Customer Service tab and reference both your Order ID and your Consultant number as well as the issue with your package. We will resolve your problem as quickly as we can. Should your order arrive with a problem, you MUST CONTACT SCENTSY SUCCESS WITHIN 5 BUSINESS DAYS. Any issues we are not informed about within that time frame cannot be addressed.
You must obtain a Return Authorization to return any order, including a problem order.
Q. Why did parts of my order ship separately?
A. Scentsy Success has a network of resources that we draw on to produce our products. We strive for quality and variety. That means we have suppliers and resources located in various locations throughout the US. If you order products produced in different locations, each location will ship your purchase separately and as quickly as their production schedules allow. Most generic products are shipped from zip code 83642. We will send your order in as few shipments as possible and as quickly as we can. Please see individual product pages for approximate shipping and production times.
Q. When will I receive my order?
A. For most Personalized items, please allow up to 7-10 business days for the item to be produced, plus shipping. Please allow two weeks before contacting Scentsy Success about your order. Most other products ship within 2 to 5 business days from when your order is placed. Weekends and select holidays cannot be considered in production nor shipping time.
Q. How can I track my order?
A. When there is a status change on your order, you will receive an email from our system. When you receive an email that states that your order is "COMPLETE", it means that your order has been shipped. You can then log into your account, access your order history through your account information and view your tracking number(s). Please note that information on your shipment will not be immediately available. Estimated arrival times will be available through UPS and USPS about one business day after you receive the notification that your order is complete.
Q. What if I can’t remember my password?
A. If you are unable to log in, please use the password recovery feature on the home page. It will send you an email with instructions on how to reset your log in password. Should you still experience problems logging in, please use our Customer Service tab and include your full name and Consultant ID number in your request for help.
Q. What if I am experiencing problems with Scentsy Success?
A. If you are not familiar with ordering online, please consult a member of your up line for help on placing an order. Scentsy Success is safe and secure. Our employees do not have access to your personal information nor your payment information.
If you are experiencing technical “glitches” with www.scentsysuccess.com, we suggest NOT using Internet Explorer as your web browser. Scentsy Success works much more easily when used with Mozilla Firefox or Safari webbrowsers. If you are still experiencing techinical issues after changing your browser, please use the Customer Service tab to contact Scentsy Success.
Q. Can I share an order with another consultant?
A. Custom orders cannot be shared UNLESS all of the information printed on an order is EXACTLY the same on every piece AND the order ships to the SAME address.
Q. What if I am having a problem using the FREE Downloads?
A. FREE Downloads are available for use by Scentsy Consultants as a courtesy from Scentsy Success. Most files are Microsoft Word Documents and Adobe PDF files. If you are having a problem using these files, please consult a member of your upline or a friend for help. We regret we are not able to offer support on using templates and free downloads available on our site.
Q. What is a coupon code and where do I get one?
A. Coupon codes are what are issued when a Gift Certificate to Scentsy Success is purchased or when a store credit is issued. When you are issued a Coupon Code, you will see a box at checkout where you can enter your code to receive your credit. Coupon Codes cannot be applied to taxes, shipping rates, and due to system limitations, they will NOT be applied toward the total needed to be spent to receive free shipping. Coupon Codes are valid for 90 days from the date issued. Coupon codes are good for one time use only, and only one coupon code can be applied to any order. If you need to have two or more codes combined, please submit a help ticket through the Customer Service tab.
Q. How can I see Scentsy Success products in person?
A. Scentsy Success attends live events with Scentsy, Inc. Plan to attend the next event near you to Cash and Carry your favorite Scentsy Success products!
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