Shipping policy

SHIPPING POLICY

Effective date: September 19, 2026

This Shipping Policy applies to orders placed with The House of Phoenix Perfume Collection LLC through houseofphoenixperfume.com.

SHIPPING DESTINATIONS

We currently ship to eligible addresses within the United States. We do not offer international shipping at this time.

Because many fragrances contain alcohol and are regulated for transportation as flammable liquids, certain products must travel by approved ground service. Shipping to Alaska, Hawaii, U.S. territories, APO, FPO, DPO, and other locations requiring air transportation may be unavailable or subject to additional restrictions and longer delivery times.

Available shipping options are determined by the products in your order, destination, and carrier requirements. If we cannot legally or safely ship an order to the provided destination, we will cancel the affected items and issue a refund.

ORDER PROCESSING

Orders are normally processed within 2–5 business days unless a different processing period is stated on the product page.

Business days are Monday through Friday, excluding federal holidays. Processing time is separate from carrier transit time.

Processing may take longer during product launches, promotions, holidays, severe weather, periods of high order volume, or when additional payment or address verification is required.

Limited releases, preorders, made-to-order products, or products undergoing final production may have separate processing estimates. Any applicable estimate will be provided on the product page or communicated to the customer.

SHIPPING METHODS AND DELIVERY ESTIMATES

Available shipping methods and charges are displayed at checkout.

Alcohol-based fragrances may be restricted to ground transportation. Expedited or air shipping may not be available, even if another item in the order would normally qualify for it.

Delivery dates provided at checkout or by a carrier are estimates and are not guarantees. Carrier delays, weather, holidays, hazardous-material requirements, service interruptions, and other circumstances outside our reasonable control may affect delivery.

If we become aware that an order cannot ship within the promised timeframe, we will provide any notice, cancellation option, or refund required by applicable law.

SHIPPING CHARGES

Shipping charges are calculated at checkout based on the destination, package weight, products ordered, available carrier services, and any active shipping promotion.

Shipping charges are nonrefundable after an order has shipped except where required by law or when the shipment problem was caused by our error.

Free-shipping promotions apply only when the order satisfies the stated promotional conditions.

ORDER TRACKING

When an order ships, the customer will receive a shipping confirmation containing tracking information when tracking is available.

Tracking activity may take 24–48 hours to appear after a shipping label is created. A label-creation notice does not necessarily mean the carrier has already scanned or transported the package.

Customers are responsible for monitoring tracking information and making reasonable arrangements to receive their packages.

ADDRESS ACCURACY

Customers are responsible for providing a complete and accurate shipping address, including any apartment, suite, unit, building, or access information.

Please review the address carefully before placing an order. Address changes are not guaranteed after an order has been submitted and cannot normally be made after the package has been transferred to the carrier.

We are not responsible for delays, failed deliveries, or additional expenses caused by an incorrect, incomplete, or outdated address supplied by the customer.

If you discover an address error, contact us immediately at angel.martinez@houseofphoenixperfume.com.

RETURNED-TO-SENDER, REFUSED, OR UNCLAIMED PACKAGES

If a package is returned because of an incorrect or incomplete address, refusal, failed delivery attempt, or failure to claim the package, we will contact the customer after it is received and inspected.

The customer may be responsible for the cost of reshipping the order. If a refund is requested instead, the original shipping charge and any carrier return fees may be deducted from the refund where permitted by law.

Orders returned because of an error by The House of Phoenix Perfume will be reshipped or refunded without an additional shipping charge.

DELAYED OR LOST PACKAGES

A package is not considered lost solely because tracking has not updated for several days. Carrier scans may be delayed, particularly during holidays, severe weather, or ground transportation disruptions.

If tracking has not updated for an extended period or the package has passed its estimated delivery window, contact us so we can review the shipment and, when appropriate, open a carrier inquiry or claim.

Refunds or replacements for packages lost in transit are determined after reviewing the tracking information and carrier findings. We may ask the customer to provide information or complete documentation required by the carrier.

We do not guarantee an immediate replacement or refund while a carrier investigation remains open.

PACKAGES MARKED DELIVERED

If tracking shows that a package was delivered but you cannot locate it:

• Confirm the shipping address on the order.
• Check around the delivery location, mailbox, parcel locker, reception area, and other secure locations.
• Ask household members, neighbors, building management, or reception staff whether they accepted it.
• Allow up to 24 hours because some carriers record delivery shortly before final placement.
• Contact the carrier for delivery details.

Please notify us within seven days of the recorded delivery date if the package remains missing.

A package confirmed as delivered to the address supplied at checkout is not automatically eligible for a refund or replacement. We will review the circumstances and assist with any appropriate carrier inquiry. Suspected theft may need to be reported to the carrier or local authorities.

DAMAGED OR LEAKING SHIPMENTS

Inspect your order promptly after delivery. If an item arrives damaged, leaking, broken, defective, missing, or incorrect, contact us within seven days of delivery at angel.martinez@houseofphoenixperfume.com.

Please include:

• Your order number
• A description of the problem
• Photographs of the product
• Photographs of the shipping box and internal packaging
• Photographs of the shipping label
• Any other information reasonably requested for the carrier claim

Keep the product and all original packaging until we confirm that they may be discarded. The carrier may require an inspection or additional documentation.

After reviewing the claim, we may provide a replacement, refund, store credit, or another appropriate resolution. Please do not return a damaged or leaking fragrance without instructions from us.

MISSING OR INCORRECT ITEMS

If your package is delivered but contains a missing or incorrect item, contact us within seven days of delivery. Include your order number, photographs of everything received, the packaging, and the shipping label.

We will compare the report with our fulfillment records and provide an appropriate resolution for verified packing errors.

ORDER CHANGES AND CANCELLATIONS

Orders can only be changed or canceled before they enter processing or fulfillment. We cannot guarantee that a request will be completed before shipment.

Once an order has shipped, it cannot be canceled. Any eligible return will be governed by our Return and Refund Policy.

MULTIPLE SHIPMENTS

Orders containing multiple products may be divided into separate shipments because of inventory locations, packaging requirements, or carrier restrictions.

If an order is divided, you may receive more than one shipping confirmation or tracking number. You will not be charged additional shipping solely because we divided the order.

DELIVERY RESTRICTIONS

Customers are responsible for confirming that fragrance products may legally be received at their destination.

We reserve the right to decline or cancel shipments that cannot be transported safely or legally or that do not comply with carrier, hazardous-material, destination, or address requirements.

We do not ship fragrance products by a service prohibited from carrying alcohol-based perfume.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for shipping delays caused by events outside our reasonable control, including severe weather, natural disasters, carrier disruptions, labor interruptions, government actions, transportation restrictions, security inspections, or incorrect customer information.

This does not limit any consumer right that cannot legally be waived.

Questions regarding shipping may be sent to:

The House of Phoenix Perfume Collection LLC
Homestead, Florida, United States
Email: angel.martinez@houseofphoenixperfume.com
Website: https://houseofphoenixperfume.com