Please note that Otaku Scents cannot be responsible for lost or stolen packages. If any package has been marked as "DELIVERED" and you cannot locate it, unfortunately, we cannot refund or replace these items. The tracking is my proof that it was delivered safely by the postal carrier. Customers can bring tracking to their local postal office for further assistance, as they can provide more help than we can.

Customers are responsible for inputting their correct address correctly at checkout. An address verifier at checkout is there for a reason. We can change an address prior to shipping, but once an item is marked as shipped, we are unable to change the address. If an item is delivered to the wrong address due to the customer putting the wrong address at checkout, we do not provide refunds.

Undeliverable/Rejected/Returned Items:
If an order has been returned to us as undeliverable due to address/customer unavailability/customer non-responsiveness, shipping costs for original delivery cannot be refunded. It is the customer's responsibility to follow tracking as provided by Otaku Scents or to follow up within a timely manner to check on delivery if an item has not been received in the expected time frame following shipment. If the item is returned to us, we will attempt to contact the customer immediately, in which they have 5 business days to respond. If they don't respond within that time, we will consider the issue resolved. Undeliverable orders can be resent based upon agreement with the customer, but new shipping charges are at the customer's expense. There is no place on the shipping labels for us to designate delivery instructions to the postal carrier.

International Tracking Not Updating:
Sometimes items don't get scanned once they leave the US heading to another country or tracking is not guaranteed once it leaved the US. We can assist by putting in a search request with the post office but please be patient as they take very long to accommodate international requests. We will do our best to track down the package but these processes do take time. 

Shipment cost:
Shipments with the U.S. are calculated based on weight of the total package. International shipments are also calculated by weight, which can be seen at checkout. Base price varies by country. These are the lowest rates we can offer as a small time seller. We base shipping rates on current USPS and UPS rates that are directly imported from the carrier.

Shipment packaging:
Each candle is wrapped in a layer of tissue paper, a layer of bubble wrap, and individual boxes. The package also contains packing peanuts for insulation. Wax melts are wrapped in tissue paper and bubble wrap. Air fresheners have an electrical tape wrapping (to prevent leaking), and individually bagged. We cannot be held responsible for any items that have melted in transit or while sitting on a porch. The summer months can get hot and the customer is responsible for a package's safety after the post office delivers it. If you have a melting issue, we cannot guarantee a refund or exchange but we can address this on a case-by-case basis.