Shipping and Returns

PLEASE READ CAREFULLY...

 

1. IF YOU REQUIRE A RETURN, REFUND, OR WARRANTY CLAIM, PLEASE START BY WRITING US HERE: support@sensoryscout.com.
2. We will communicate with you via email which allows us to take care of your concerns and resolve the issue.
3. We will respond within 24 hours to help make things right.

RETURNS

 IMPORTANT: Returns past 30 days are refunded via store credit in the form of a Gift Coupon / E-Gift Coupon. Sensory Scout does not issue store credit for the original shipping charges.

 If you are not happy with your purchase and wish to return an item, please contact us via email within 30 days of receiving your order to be eligible for a full refund. 

Please provide the following information to our support team:

• Order number 
• Reason for your return
• Photo of the item (for damaged, defective and or incorrect item)

Our customer service team will review the return request and will send further instructions if the return is approved.

Only regular priced items may be refunded. Sale or discounted items are considered final sale and cannot be returned for store credit or refunded to the original form of payment. If the request for refund is approved, you will be issued a refund minus the shipping cost.

 All returns must be in original condition with packaging intact.

 

 REFUNDS (IF APPLICABLE)

 We definitely don't want you holding onto items that do not work for you. So please reach out to us to let us know if you're not satisfied about a product. 

1. Item arrives broken or damaged, defective and incorrect item

• If you receive a broken or damaged, defective or incorrect item, please report to us within 7 days of delivery with a photo of the item and we will issue you a replacement item or a complete refund. 

 

1. Item arrives in **mint condition but you'd like a return

• If you'd like to return an unused item that is still in its original packaging, simply contact our support team within 30 days of delivery  BEFORE you ship it back to us. They will determine authorization and approval of your request for return, once approved they will provide you return instructions. Please note that you will be responsible for paying for the shipping costs to return your item(s). Shipping costs are non-refundable as well.

**All returns are subject to a 15% restocking/disposal fee.

*Because of the nature of our business and products, we are unable to restock or resell any unopened/opened items. Returns are processed within 5-7 days after your items are delivered to us.

*Other circumstances will be reviewed on a case by case basis. 

 

DELIVERY CLAIMS:

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact our support team within 7 days to file a claim.

Sensory Scout is not responsible for packages that have been reported stolen, lost or misplaced if carrier marks delivered and is not obligated to issue refund or store credit for these packages.

Sensory Scout is willing and happy to assist in finding the best solution to get the product to the recipient.

RETURNED-TO-SENDER & REFUSED PACKAGES:

With limited exceptions, we do not provide prepaid return labels in these instances. Customers are responsible for covering shipping costs to return the items. Returned-to-Sender or Refused packages will be restocked and you will be issued a refund in the original form of payment if the address was entered correctly.

*no tampering of the address is possible on the label from any in house representative*

We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.

RESERVED RIGHTS REGARDING RETURNS:

Once a return is initiated, your items have 7-10 days to arrive in our warehouse. If your items do not arrive within that time frame, Sensory Scout is within its rights to cancel the return.

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

An irregular or excessive returns history

An irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or

Potential fraudulent or criminal activity.

All items sent to our Warehouse will be discarded upon receipt.

STORE EXCHANGES:

Because we can't ensure the item required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, we are unable to accommodate exchanges.

 

RETURNING BY MAIL:

 

To return your product, you should mail your product to the following addresses:

ATTN: RETURNS/QC

 

For US Domestic Customers:

 

Sensory Scout

3325 East Quad Park Court Unit 102

Post Falls, ID 83854

  

Please include in the return box your order number and the reason for the return so that the return can be properly applied to your account.

 

If you are getting a replacement, depending on where you live, the time it may take for your replacement product to reach you may vary.

 

Please use a trackable shipping service and purchase shipping insurance. We can't guarantee that we will receive your returned item.

 

In addition, please allow 5-7 business days to process your return once it is delivered to our Warehouse.

Sensory Scout is not responsible for returns until they reach our Warehouse. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Sensory Scout is able to refuse issuing store credit or full refund for your return. 

 

ORDER CANCELLATIONS & ADJUSTMENTS:

Members are able to cancel or adjust their order 12-24 hours of ordering as long as it is still pending shipment. Please email support@sensoryscout.com to adjust within the time period.

 

SUBSCRIPTIONS:

Members are able to adjust / cancel their subscription at any time by contacting our customer support team.