Shipping policy

Shipping times are estimates only and not guaranteed. See "Shipping Time Disclaimers" below.

Free Shipping Threshold

Coverage

We ship to:

• All 50 U.S. states
• Washington D.C.
• P.O. Boxes (standard shipping only)
• Military addresses (APO/FPO/DPO)

Special Addresses:

• P.O. Boxes: Standard shipping only (no expedited/express)
• Military Addresses: Allow extra time for delivery (typically 10-15 business days)

Processing Time

When Orders Are Processed

Order Cutoff: Orders placed before 2:00 PM EST are processed the same business day.

Processing Schedule:

• Monday-Friday: Orders processed daily
• Weekends/Holidays: Orders placed Saturday-Sunday are processed the following Monday

What "Processing" Means:

1. Order verification
2. Payment confirmation
3. Product picking and packing
4. Shipping label creation
5. Handoff to carrier

Processing Time: 1-2 business days

What Affects Processing Time

Slower Processing May Occur During:

• Major holidays and peak shopping seasons
• Product launches or promotional events
• High order volumes
• Inventory adjustments

We'll notify you by email if your order experiences delays.

Order Tracking

Tracking Information

When You'll Get Tracking:

• Emailed automatically when your order ships
• Usually within 24 hours of order placement
• Check your spam folder if you don't see it

What's Included:

• Tracking number
• Carrier name
• Estimated delivery date
• Link to track your package

How to Track

Option 1: Carrier Website

• Click the tracking link in your shipping confirmation email
• Enter tracking number on USPS.com, UPS.com, or FedEx.com

Option 2: Your Account

• Log in to your Veil by Arcane account
• View order history
• Click order number to see tracking details

Tracking Updates: Tracking information may take 24-48 hours to update after receiving your shipping notification.

Shipping Address

Providing Your Address

Important: Ensure your shipping address is accurate and complete.

Required Information:

• Full name
• Street address (no abbreviations)
• Apartment/unit number (if applicable)
• City
• State
• ZIP code
• Phone number (for carrier contact if needed)

We Cannot Ship To:

• Incomplete or invalid addresses
• Addresses flagged as high-risk
• Countries not on our approved list

Address Verification

We use address verification software to ensure deliveries succeed. If your address cannot be verified:

• We'll contact you to confirm details
• Your order may be delayed until resolved

Changing Your Shipping Address

Before Shipment:

• Contact us immediately at support@veilbyarcane.com
• We'll update your address if the order hasn't shipped yet

After Shipment:

• Contact the shipping carrier directly with your tracking number
• Some carriers allow address updates for a fee
• We cannot guarantee address changes after shipment

Incorrect Addresses: If you provide an incorrect address:

• We are not responsible for lost or undelivered packages
• You may need to pay reshipping costs
• Refunds may not be available

Delivery and Signature Requirements

Standard Delivery

Most orders are left at your door or mailbox. No signature required.

Carrier Delivery Practices:

• USPS: Left in mailbox or at door
• UPS/FedEx: Left at door (driver's discretion)

Stolen Packages: We are not responsible for packages stolen after successful delivery. See "Lost or Stolen Packages" section.

Signature Required Deliveries

Signature may be required for:

• Orders over $100 (automatically)
• Express shipping orders
• High-risk delivery addresses
• Customer request

If You're Not Home:

• Carrier will leave a notice
• Follow carrier instructions to schedule redelivery or pickup

Signature Options:

• Someone else at address can sign
• Pre-authorize delivery (carrier-dependent)
• Pick up at carrier facility

Shipping Time Disclaimers

Estimates, Not Guarantees

Important: Shipping times are estimates based on typical carrier performance. They are NOT guaranteed delivery dates.

Actual delivery depends on:

• Carrier performance
• Weather conditions
• Holidays
• Distance from our facility
• Address accuracy
• Local delivery volume

Holidays and Weekends

Business Days vs. Calendar Days:

• Shipping times reflect business days (Monday-Friday)
• Exclude weekends and holidays
• Example: "2-3 business days" = 2-3 weekdays, not including Saturday/Sunday

Holiday Closures: Carriers do not deliver on major holidays:

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas Day

Allow extra time around holiday periods.

Weather and Other Delays

Carriers may experience delays due to:

• Severe weather (snow, hurricanes, etc.)
• Natural disasters
• Transportation strikes
• Pandemic-related disruptions
• Customs delays (international)

We are not responsible for carrier delays beyond our control.

If your package is significantly delayed, contact us and we'll work with you to find a solution.

Lost, Damaged, or Stolen Packages

Lost Packages

If tracking shows no movement for 7+ days:

1. Contact us at support@veilbyarcane.com
2. We'll file a claim with the carrier
3. Wait 10 business days for carrier investigation
4. If confirmed lost, we'll reship or refund

Our Responsibility:

• We're responsible until carrier marks package as "delivered"
• After delivery, liability transfers to you

Damaged Packages

If your package arrives damaged:

1. Don't discard anything: Keep all packaging, packing materials, and contents
2. Take photos: Document all damage (box, bottle, product)
3. Contact us within 48 hours: Email support@veilbyarcane.com
4. We'll resolve: Replacement or refund, no hassle

Our Commitment: If the product is damaged in transit, we'll make it right immediately at no cost to you.

Stolen Packages

If tracking confirms delivery but you didn't receive it:

Check First:

• With household members
• Neighbors
• Building office/mailroom
• Alternative delivery locations (garage, side door)
• Tracking details (sometimes marked "delivered" prematurely)

If Truly Missing:

1. File a police report (if you believe it was stolen)
2. Contact us at support@veilbyarcane.com
3. We'll review on a case-by-case basis

Important: We are not responsible for packages stolen after successful delivery confirmation. However, we may offer a one-time courtesy replacement at our discretion.

Prevention Tips:

• Use a secure delivery location
• Require signature (available on request)
• Install doorbell camera
• Ship to workplace if concerned

International Shipping

Countries We Ship To

We currently ship to select international locations:

• Canada
• United Kingdom
• European Union (select countries)
• Australia

Full list available at checkout.

International Shipping Methods

International shipping times are estimates and subject to customs processing delays.

International Duties, Taxes, and Fees

Customer Responsibility: You (the customer) are responsible for all:

• Import duties
• Customs taxes
• VAT
• Brokerage fees
• Any other fees imposed by your country

These fees are NOT included in your order total or shipping cost.

What to Expect:

• Fees vary by country
• Charged by your government, not us
• Due upon delivery or release from customs
• Refusal to pay may result in package return

We Cannot:

• Estimate duty/tax amounts
• Pay duties on your behalf
• Mark packages as "gift" to avoid duties (illegal)
• Falsify customs declarations

Customs Delays

International orders may be delayed by:

• Customs inspections (routine)
• Missing or incomplete customs documentation
• High customs processing volume
• Holidays in destination country

Typical customs processing: 3-10 business days (varies by country)

We are not responsible for customs delays.

If your package is held in customs:

1. Contact your local customs office
2. Provide any requested documentation
3. Pay any required duties/fees

Shipping Restrictions

Some countries restrict or prohibit alcohol-based fragrances. We are not responsible if customs seizes your package due to local regulations.

Before ordering internationally:

• Check your country's import regulations
• Confirm fragrances are permitted
• Understand duty/tax obligations

International Returns

See our Refund Policy for details on international returns.

Key Points:

• Customer pays all return shipping costs
• Customer responsible for customs fees on original shipment
• Returns must comply with international shipping regulations

Weather and Extreme Temperature Policy

Product Protection

Fragrances can be affected by extreme temperatures:

• Heat: Can alter scent or damage packaging
• Cold: Generally safe but may affect viscosity temporarily

What We Do:

• Ship with appropriate packaging for season
• Choose fastest shipping method when extreme weather is forecasted
• Monitor weather patterns and delay shipments if necessary

What You Should Do:

• Bring packages inside promptly
• Don't leave in hot mailboxes or on porches in summer
• Store in cool, dry place upon receipt

We are not responsible for damage caused by extended exposure to elements after delivery.

Order Issues and Customer Service

Problems with Your Shipment?

We're here to help. Contact us if:

• Package is lost or delayed
• Product arrived damaged
• Wrong item was shipped
• Tracking isn't updating
• You have other concerns

Contact Us:

• Email: support@veilbyarcane.com
• Phone: 732-997-0780
• Hours: Monday-Friday, 9am-5pm EST

Response Time: 1-2 business days for email, immediate for phone during business hours.

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in our practices, carriers, or shipping methods.

Changes will be posted on this page with a new effective date.

Frequently Asked Questions

Contact Information

Questions about shipping?