Per our Terms of Sale, we are only able to provide support or remediation for orders shipped within the United States and Canada. 

We can proceed with your order but we request that you review the following so you can make an informed decision on your purchase:

• Orders shipped outside of our supported regions including through third-party forwarding services or via a U.S. recipient who forwards the package internationally are not eligible for replacement, refund or remediation once shipped.
• APO addresses and Puerto Rico are considered domestic and are within our supported shipping area.

At the bottom of each product description on our website, we post in bold that alcohol based perfumes cannot be shipped internationally.

Orders with domestic addresses are automatically shipped in our alcohol base unless they are a rollerball. Canadian orders are automatically bottled in a material called IPM (isopropyl myristate) - this is a non-flammable material that is a perfume base similar to alcohol without the flammability risk. It does not affect the scent of our products but it has a silkier/slightly thicker texture than alcohol.

If you are using a freight forwarding service and would like your existing order bottled in IPM to reduce the chance of customs rejecting it, we can accommodate this as long as this is requested within 24 hours of your order being placed, via this form → Bottle In IPM Request.

We reserve the right to cease this accommodation at any point.

We are seeing a notable uptick in issues with forwarding services asking us to resolve delivery failures outside our supported regions as well as orders being rejected and returned by forwarders due to customs incompatibility because perfume is considered a hazmat. 

Returned perfumes must be destroyed and this is not a cost we can sustainably absorb as a small business.

If you prefer not to assume this risk and your order is still unfulfilled, please complete the attached form and we will process your cancellation request within 48 hours. You should see a refund post in 2-3 business days. 

Please note that any accounts that show a pattern of commercial activity regardless of their destination will be cancelled and refunded at our discretion in accordance with our policies.

We hope to one day be able offer international shipping directly however it’s a costly and extensive process that takes time to implement.

We thank you for understanding and genuinely want everyone to have the smoothest possible experience when purchasing from us!

We are a small indie perfume company making everything by hand so our turnaround times are reflective of that.

Our goal is to always communicate transparently with our customer base and to ensure that expectations are properly set with what to expect when you order with us.

You can reasonably expect the following cadence for communications:

1) Confirmation Email - this will always show our estimated TAT for when you should expect your order to ship. If you place an order and don't see a confirmation email, please email us at customersupport@shopsorce.com so we can make sure it is sent to you.

2) Banner Updates - there is a banner at the top of our website homepage that is regularly updated with the order ranges that we are currently processing. This will give you an idea of when you can expect your order to ship.

3) Shipping Notification - once your order is shipped, you will receive a notification with tracking. Please give it a couple days to update and be scanned in at the post office.

We do not provide order progression emails or intermediate updates on orders outside of the above unless requested.

In the event that we encounter a situation where TAT will need to be extended, we will communicate this with you.

You are always welcome to reach out to customersupport@shopsorce.com with any questions!

Effective 2/1/26 we are implementing additional purchase limits.

• Online Orders: Purchases are limited to $600 per order, calculated before any discounts, promotions, or rewards are applied. Online orders will be limited to four (4) per month. Orders under $600 will count towards your orders for the month.
• In Person Purchases: Purchases are limited to $1,000 per customer, calculated before any discounts, promotions, or rewards are applied. In-person purchases will be limited to four (4) per month.
• Discounts: While purchase limits are in effect, all discounts are capped at a maximum of $300 per transaction for both in person and online purchases.

In addition, due to high demand, there is a temporary purchase limit of one (1) item per customer for Snow Moon Magic. This restriction will remain in place until inventory levels have stabilized.

We strictly enforce all purchase limits. Any attempt to circumvent these limits including, but not limited to; placing multiple orders, using multiple accounts, or coordinating purchases across individuals may result in corrective action at our sole discretion. Such action may include order cancellation, refusal of service, temporary or permanent bans from purchasing online and/or in person, and revocation of access to our loyalty program, including the forfeiture of any accumulated or unused loyalty points, without compensation.

We reserve the right to modify these limits, enforce them at any time, and take action without prior notice in order to protect the integrity of our inventory, promotions, and customer experience.

You may cancel your order before a shipping label is created by filling out our order issue report and selecting 'Cancel My Order' to let us know you need us to cancel it on our end.

We will email you back and let you know its taken care of.

As a heads up, once processing has begun and a shipping label is created, we may not be able to cancel the order.

If you have issues with reward glitches, we want to know about it so we can fix it on our end.

The most efficient way to get assistance is to complete this form - you can relay information that we will need in order to assist you quickly and you'll also be able to upload any supporting documentation all in one spot.

If you submit a form, we've got your entry and you do not need to email in addition to that.

We will reach out to you with a resolution within 24-48 hours M-F. Thank you for your patience and for shopping with us!

If you have any issues that are time sensitive, need a resolution, an adjustment on our end or if you need help with an issue involving an existing order please reach out using this form.

If you submit the form and it says "your response has been recorded" we do have your ticket and we will reach out via email with either a resolution or a response within 24-48 hours, Monday through Friday.

If you submit a request via the form, please do not email the inbox in addition to that so we can respond to everyone as quickly as possible without having to go through duplicate communications.

For general questions, feel free to email us directly at customersupport@shopsorce.com

Unfortunately we can't make changes to orders after they are placed due to how our fulfillment is set up.

If you reach out to customer support we can cancel and refund your order as long as a shipping label has not been generated. If you use the linked reporting form above, we will email you back within 24-48 hours M-F.

You are also welcome to cancel it through the link in your order confirmation and place the order again with the correct quantities/products.

If you elect to cancel an order that was incorrect with the intent to reorder correctly and those products sell out, we are not responsible for the loss of the opportunity to buy that product.

We will always work to get as much of our product out as we can while still maintaining quality.

Sometimes our products are out of stock because they are sold out and we are bottling more. Sometimes a product is out of stock due to ingredients needing to age before they are ready to be used in a formula. Other times we simply cannot get our hands on an ingredient we need to make a scent due to a shortage.

If we can get our hands on an ingredient that was causing a fragrance to be out of stock, we'll make it and stock it for you even if its a limited number of bottles.

We are also proactively calculating out months ahead and bulking up on ingredients that need to be aged so we can bring these products to you reliably.

We are still a small business making each scent by hand - we are not a large scent house with a factory manufacturing our products. This may require some patience on the part of the consumer for us to continue delivering a high quality, handmade product at accessible prices. We are thankful for your understanding.

Our customer support inbox is open and actively responding to tickets and emails Monday through Friday - 8am EST to 5pm EST.

If we don't respond over the weekend, we will respond as soon as possible during the next working day.

Please give us 24-48 business hours between the time you submit your form or email for us to respond with the elevated customer service volume.

To keep our response times efficient, please do not submit multiple requests. Thank you so much!

For reopening we are operating on a 2-4 week turnaround time as is customary for small indie fragrance companies who are producing a handmade product. We reserve the right to change this at any time due to extraneous circumstances and will communicate any extensions to our traditional turnaround times as soon as we are made aware of them.

For the foreseeable future, we will not be raising our prices.

We want to keep our products accessible to more people and do not want pricing to become a barrier. We are closely monitoring economic conditions and tariffs. You will be the first to know if this changes.