Shipping policy

Our fragrance oils are made to be used, so we try to get them to you fast. Here's how shipping works at Prisma.

Order Processing

In-stock orders ship within 1-2 business days (Monday through Friday, excluding holidays). Orders placed after 12 PM PT or on weekends begin processing the next business day. You'll get a shipping confirmation email with tracking as soon as your order leaves our hands.

During launches, restocks, and holidays, processing can take a little longer. If that's the case, we'll post a note on the site.

Pre-Orders

Some fragrances are available for pre-order before they're in stock. Each pre-order product page lists its estimated ship date. Pre-order items ship as soon as they're ready, and you'll receive tracking when they do.

If your order includes both in-stock and pre-order items, [the entire order ships together once everything is available / in-stock items ship right away and pre-order items ship separately at no extra cost]. If you'd rather have your in-stock items sooner, place them as a separate order.

Carriers

We ship with UPS and USPS and choose the carrier based on your order's size, weight, and destination. We can't guarantee a specific carrier.

Shipping Options and Costs

Shipping rates are calculated at checkout based on your order's weight, destination, and the number of packages needed. Available options may include:

• Standard: The most economical option, typically 3-7 business days after your order ships.
• Expedited: Typically 2-3 business days after your order ships.
• Overnight: Next business day delivery after your order ships.

Delivery times are estimates provided by the carrier and begin once your order has shipped, not when it's placed.

Free Shipping

Orders over $149 ship free with Standard shipping [within the lower 48 United States]. The total is calculated after discounts and before taxes.

Shipping Restrictions on Certain Fragrances

Fragrance oils are regulated materials, and carriers have rules about how some of them can travel. Most of our fragrances ship without restriction. A small number with lower flashpoints may be limited to ground shipping or may not be eligible for air or international delivery. If an item in your cart has a restriction, you'll see it on the product page or at checkout.

Domestic Delivery

We ship to all 50 states, including Alaska, Hawaii, and US territories / APO, FPO, and DPO addresses. Deliveries to Alaska, Hawaii, and territories may take longer and cost more. PO Boxes can receive USPS shipments only.

International Shipping

We ship internationally to [most countries / a list of countries shown at checkout]. International shipping rates are calculated at checkout.

International customers are responsible for any customs duties, import taxes, VAT, and brokerage fees charged by their country. These fees are not included in your order total and are collected by the carrier or customs office upon delivery. Please check your country's import rules before ordering, since some countries restrict fragrance or aroma chemical imports.

Customs processing can add days or weeks to delivery, and those delays are outside our control. If a package is refused, returned for unpaid duties, or seized by customs, we are not able to issue a refund for shipping costs or fees and the order refund, if any, will be reduced by return shipping costs.

Tax-Exempt and Resale Orders

If you're buying for resale, submit your exemption certificate through our Tax Exemption page before placing your order so sales tax isn't charged.

Address Accuracy

Please double-check your shipping address at checkout. If you notice a mistake, email us right away at support@prismafragrances.com. We can update the address only if the order hasn't shipped yet. Packages returned to us due to an incorrect or incomplete address can be reshipped once the shipping cost is paid again.

Tracking Your Order

Tracking is sent by email when your order ships. You can also find it in your account on our website. Tracking can take up to 24 hours to show movement after the label is created.

Damaged or Leaking Orders

We pack every bottle to survive the trip, but sometimes things happen. If your order arrives damaged or leaking, email support@prismafragrances.com within 7 days of delivery with your order number and photos of the damaged item, the packaging, and the shipping label. Please keep the packaging until your claim is resolved, since carriers may request it. Once confirmed, we'll send a replacement or issue a refund for the affected items.

Lost or Missing Packages

If tracking hasn't updated in 7 business days for domestic orders or 21 business days for international orders, contact us and we'll open a claim with the carrier.

If tracking shows your package was delivered but you can't find it, check around your property, with neighbors, and with your building's mailroom, and allow 2 business days, since carriers sometimes mark packages delivered early. If it still hasn't turned up, contact us within 14 days of the delivery date. Prisma is not responsible for packages confirmed delivered to the address provided at checkout, but we'll help you file a claim with the carrier.

Temperature

Fragrance oils are durable in transit. In cold weather, some oils may look cloudy or thicken slightly. This is normal and doesn't affect the fragrance. Let the bottle come to room temperature and give it a gentle shake before use.

Returns

For information on returns and refunds, see our Return and Refund Policy.

Questions

Reach us at support@prismafragrances.com or through our Contact page. Please include your order number so we can help faster.