Shipping, Returns + Refunds

Most in-stock orders are processed within 1–3 business days. During major launches, seasonal drops or unusually busy periods, processing may take a little longer. Shipping estimates begin after your order is packed and handed to the carrier.

No. Express shipping only shortens transit after your package leaves our warehouse. It does not move an order ahead in the processing queue.

Preorder items follow the estimated window shown on the product or launch page and do not follow our usual processing timeline. Depending on checkout options, preorder items may ship separately from in-stock products.

Contact us as soon as possible. We may be able to help before processing begins, but changes and cancellations are not guaranteed. Once packed, fulfilled or shipped, an order usually cannot be changed.

Send the correct address immediately. We may be able to update it before fulfillment, but cannot guarantee changes once processing begins. Customers are responsible for providing a complete, accurate address at checkout.

If a package is returned because of an incomplete address, incorrect address, refusal or failed delivery, we will contact you after it reaches our warehouse. Additional shipping charges may apply to send it again. Original shipping charges are not refundable.

Check around the delivery area, with household members and nearby neighbors. Carriers sometimes scan packages shortly before actual delivery. If it does not appear, contact the carrier and then send us your order number. We cannot automatically replace every package marked delivered, but we will help determine the next step.

Carrier delays happen and tracking may not update daily. If there has been no movement for an extended period, contact us. We may need to open a carrier claim before providing a replacement, store credit or other resolution.

Photograph the outside box, shipping label, inside packaging, affected product and its cap or seal. Send the photos with your order number and keep all packaging until we respond; the carrier may require it for a claim.

Check all packing materials first, especially for small items and samples. Then contact us with your order number and a photo of everything received. Once confirmed, we will explain the next step and make it right.

Unused and unopened products may be eligible within the return period in our official policy. Products must be in resellable condition. Unless the return results from a Shniff error or shipping damage, the customer is responsible for return shipping.

Contact us before sending anything so we can confirm eligibility and provide instructions.

For health, hygiene and quality-control reasons, we generally cannot accept opened or used grooming products—including products opened only to smell or test.

Fragrance is extremely personal. Unused and unopened products may qualify under our standard policy. Opened products generally cannot be returned simply because the scent was not what you expected. Samples and seasonal samplers are the best way to try unfamiliar scents.

Scent descriptions explain a general fragrance profile but cannot predict every person’s experience. A product is not defective solely because it smells different from what you imagined. If it smells rancid, spoiled or significantly different from a previous purchase, contact us before using it.

An unopened, unused product may be eligible. The customer is generally responsible for returning the original product and any additional shipping charges. Contact us first for approval and instructions.

Stop use and rinse the coat thoroughly if needed. For significant, persistent or worsening symptoms, contact your veterinarian. A reaction does not automatically mean the product is defective because individual sensitivities cannot always be predicted. Send us the product name, lot information, photos and details so we can document and review it.

Final-sale, clearance, discontinued and some limited-release items may not qualify. Unopened seasonal and professional-size products may follow the standard policy unless otherwise stated, though replacement seasonal scents may be unavailable and large-item return shipping can be expensive. Preorder cancellation and return eligibility depends on the terms shown for that preorder and its production stage.

Approved refunds are issued after the returned product arrives and is inspected, normally to the original payment method. Your bank or card provider may need additional business days to post it. We usually cannot redirect a refund to another card, bank account or person.

Original and return shipping charges are generally nonrefundable unless the return is caused by a Shniff error, damage or incorrect fulfillment. Contact us before shipping a damaged or incorrect item; reimbursement is not guaranteed for arrangements made without approval.

A refund may exclude original shipping, return shipping, discounts or products that were not eligible. We will explain adjustments when processing the return.

Store credit may be offered for certain carrier claims, exchanges or situations where replacing the original item is impractical. Available options depend on the order.

Returns received opened, used, damaged, outside the eligible window or without prior authorization may be denied. When possible, we will explain why the item did not qualify.