FAQ

Delivery Attempts

Canada Post will make one delivery attempt to residential addresses.

  • If no one is home and your order is under $299, it may be left safely at your door.
  • For higher-value orders or if deemed unsafe, a pickup notice will be left with instructions to collect your parcel from a local post office or carrier hub.
  • FedEx and UPS may leave your order at the door if it is under $299 and delivery is deemed safe.

⚠️ Important: If a delivery attempt fails, you must pick up your parcel within 5 business days.
Most local pickup locations are within 2–10 km of your residence.

If not picked up in time, your parcel will be returned to Fragrance Vista. A refund will be issued minus the original shipping cost and a 20% restocking fee.

My Order Hasn’t Arrived

Once your order ships, you will receive an email with tracking information.

Orders are typically delivered within 1–9 business days (excluding NT, NU, and NS).
If your order hasn't arrived after 9 business days, please contact us at info@fragrancevista.ca so we can assist you.

In rare cases where your item is out of stock, we’ll notify you via email. You may choose to wait for the restock or cancel your order at no charge.

Refund & Return Policy

We guarantee that all our products are 100% authentic.
We do not sell knock-offs or imitations. Our inventory is sourced through authorized distributors and verified resellers.

Returns & Exchanges

  • Our return policy is valid for 14 days from the date of delivery.
  • Items must be unused, unopened, and in original condition.
  • To start a return or exchange, email us at  info@fragrancevista.ca for instructions.
  • All returns must include a valid tracking number and proof of purchase.
  • Customers are responsible for return shipping costs.
    U.S. returns will incur a $7 border processing fee.

Exchanges

We only replace items if they are defective or damaged.
Exchanges are only available for the same item and must be purchased from Fragrance Vista directly.

Authenticity Guarantee

If you are unsatisfied with the quality after opening the package, we may offer a full refund or exchange, as part of our authenticity guarantee.
We may also submit the product for quality control testing with our distributors.

Note: We actively identify counterfeit returns.
If a returned product is suspected to be fraudulent or tampered, we will reject the refund and pursue legal action if necessary.

Partial Refunds & Non-Refundable Items

Partial refunds (less 20%) may apply in these cases:

  • Item is returned in a condition different from how it was received (damaged, opened, missing parts).
  • Item is returned after a failed delivery attempt.

Non-refundable items include:

  • Products marked as Final Sale.
  • Pre-owned items.
  • Any item returned more than 14 days after delivery.

Shipping costs are non-refundable.

Questions, Concerns, or Feedback?

We’re here to help!
If you have any questions, concerns, or feedback, please contact us and a member of our team will be happy to assist you.

📧 Email: info@fragrancevista.ca
🕒 We aim to respond within 1 business day.

Thank you for shopping at Fragrance Vista Canada.
We appreciate your business and look forward to serving you again soon.