Shipping policy
Last updated: May 26th, 2026
Thank you for shopping with Decante. This Shipping Policy explains how orders are processed, shipped, and handled after purchase.
By placing an order with Decante, you agree to the terms below.
Shipping Locations
Decante currently ships within Canada and the United States, subject to carrier availability, destination restrictions, customs rules, and applicable shipping regulations.
Because fragrance products may be classified as flammable liquids, some orders, destinations, or shipping methods may be unavailable, restricted, delayed, split into multiple shipments, or cancelled.
Decante reserves the right to contact the customer for an alternate address, adjust the shipping method, split an order, or cancel and refund an order if it cannot be shipped safely, legally, or in compliance with applicable carrier or dangerous goods requirements.
Shipping Method
Decante ships using Canada Post ground shipping with tracked parcels, where available and permitted.
Fragrance decants may be subject to Limited Quantity / dangerous goods shipping requirements. Because of this, Decante uses eligible ground services only and does not offer air or express shipping where restricted.
Available shipping methods may be limited due to:
- Carrier availability
- Destination restrictions
- Limited Quantity / dangerous goods rules
- Customs or import requirements
- Safety requirements
- Operational needs
Decante may change, limit, or adjust the shipping method when required.
Shipping Costs
Shipping costs are usually calculated at checkout based on the order, destination, package size, weight, and available carrier services.
Decante does not currently offer free shipping.
Shipping charges are non-refundable, except where Decante made an error with the order or shipment.
Processing Time
Orders are typically processed within 1–3 business days, excluding weekends and holidays.
Processing times may vary slightly during high-volume periods, product preparation delays, carrier restrictions, or other operational factors.
Weekend or holiday processing may happen occasionally, but is not guaranteed.
Delivery Estimates
Delivery times shown at checkout are estimates only and are not guaranteed.
Estimated delivery ranges may include:
- Canada: approximately 2–10 business days after shipment
- United States: approximately 5–15+ business days after shipment, depending on customs, destination, and carrier restrictions
Actual delivery times may vary due to carrier delays, customs processing, weather, remote destinations, holidays, or other factors outside Decante’s control.
Decante is not responsible for carrier delays after a package has been handed to Canada Post.
Tracking
Once your order ships, tracking information will be sent to the email address provided at checkout.
Customers are responsible for monitoring tracking updates and collecting their package when delivery or pickup is required.
Customs, Duties, Taxes, Tariffs, and Import Fees
For U.S. orders, the customer is responsible for all customs fees, duties, taxes, tariffs, brokerage fees, import charges, or other fees required by customs, border authorities, carriers, or government agencies.
Decante is not responsible for these charges and does not control them.
U.S. orders may be subject to customs inspection, delays, import restrictions, refusal, or return. Decante is not responsible for delays, fees, or delivery issues caused by customs, border authorities, import rules, or carrier restrictions.
U.S. Customs Refusals, Restrictions, or Returns
If a U.S. order is refused, restricted, or returned due to customs, import rules, border authorities, or carrier restrictions, Decante may refund the product cost only after the package is returned to Decante.
Original shipping costs and any non-recoverable carrier fees may be deducted from the refund.
Shipping charges, duties, taxes, tariffs, brokerage fees, customs fees, and import-related costs are not refundable.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address at checkout.
If you notice an address mistake, contact Decante immediately at Support@decante.store.
Decante may attempt to update the address at its discretion, but address changes are not guaranteed. Once an order has shipped, Decante is not responsible for incorrect, incomplete, or undeliverable addresses provided by the customer.
Order Changes and Cancellations
Orders cannot be cancelled once placed.
Decante may, at its discretion, attempt to cancel or adjust an order before processing begins, but cancellation or changes are not guaranteed.
Shipping address changes are also handled at Decante’s discretion only.
Returned-to-Sender Packages
If a package is returned to Decante due to an incorrect address, incomplete address, failed delivery attempt, refusal, non-pickup, restricted destination, or similar issue, the customer may choose to:
- Pay the cost to reship the order, or
- Receive a refund for the product cost minus the original shipping cost and any non-recoverable carrier fees
If the return was caused by a Decante error, Decante will cover the appropriate reshipping or correction.
Lost, Stolen, or Missing Packages
Once a package is marked as delivered by the carrier, Decante is not responsible for lost, stolen, misplaced, or missing packages.
Customers should check with household members, neighbours, building management, community mailboxes, local post offices, or the carrier directly.
If a package appears lost before it is marked delivered, Decante may help open a Canada Post investigation where applicable. Opening an investigation does not guarantee a refund, replacement, or credit.
Shipping claims are handled through Canada Post when applicable.
Damaged or Leaking Packages
If your order arrives damaged or leaking, contact Decante at Support@decante.store within 48 hours of delivery.
You must include:
- Your order number
- Clear photos of the damaged package
- Clear photos of the damaged or leaking product
- Photos of the shipping label and packaging, if available
Decante will review the issue and may approve a replacement, refund, credit, or other resolution at its discretion.
If Decante approves a replacement due to damage, leakage, or another eligible shipping issue, Decante will cover the replacement shipping cost.
Claims submitted after 48 hours may be denied.
Packaging
Decante packs orders carefully to help protect fragrance decants during transit.
However, outer packaging may show normal wear, dents, marks, or handling damage from the carrier. Cosmetic damage to the outside packaging does not qualify for a refund or replacement unless the product itself is damaged or leaking.
Weather and Temperature Exposure
Decante is not responsible for scent changes, cosmetic damage, leakage, freezing, heat exposure, pressure changes, or other issues caused by extreme temperatures after the package has shipped.
Customers should monitor tracking and retrieve packages as soon as possible after delivery.
P.O. Boxes, Parcel Lockers, Remote Locations, and Special Addresses
Decante ships to P.O. boxes, parcel lockers, remote locations, and similar addresses only where Canada Post accepts and services the destination.
Some addresses may be unavailable, restricted, delayed, or require alternate delivery options.
If Decante cannot ship to the address provided, Decante may contact the customer for an alternate address or cancel and refund the order.
Signature on Delivery
Signature on delivery may be required at Decante’s discretion, especially for higher-value orders, restricted destinations, replacement shipments, or orders where additional delivery confirmation is appropriate.
Large Orders and Shipping Limits
Large orders may be split into multiple shipments to comply with shipping limits, carrier requirements, Limited Quantity rules, dangerous goods regulations, or operational needs.
Decante may contact the customer before splitting, delaying, adjusting, or cancelling an order if shipping limits or restrictions apply.
Combined Orders
Decante may combine multiple orders going to the same customer or address at its discretion.
Combined shipping is not guaranteed, and shipping charges may not be refunded unless Decante chooses to adjust them.
Customer Responsibility
By placing an order, the customer confirms that they are legally permitted to purchase, receive, and use the products in their destination location.
The customer is responsible for providing accurate shipping information, monitoring tracking, paying applicable import fees, and ensuring the package can be received safely and legally.
Contact
For shipping questions or issues, contact Decante at:
Please include your order number when contacting support.