DISCLAIMER | FAQS
All our perfume oils and fragrances are NOT to be confused with the original designer brands mentioned in the description. Heavenly Body Products has no affiliation with any mentioned manufacturer/designer. Name trademarks and copyrights are properties of their respective manufacturers and/or designers.
The interpretations of these kinds of fragrances were produced by means of chemical analysis and reproduction. The only purpose and goal of these descriptions on our website is to provide the customer with an idea of the fragrance character, certainly not to mislead, confuse the customer or infringe on the manufacturer’s/designer’s name and valuable trademark.
Q: What are your customer service hours?
A. Monday through Friday 10:00 am - 5:00pm. Closed on Thanksgiving Day and the day after, Christmas eve and Christmas Day, New Years Eve and New Years Day. (Hours are subject to change, please check website for Holiday hours)
Q: What are the requirements for placing an order?
A: All orders must be a minimum of $100.00 before shipping costs are added; if an order is received that does not meet this requirement it will not be processed. We will make an attempt to contact via phone and/or email to advise additional items must be added. Order will be updated, additional payment must be received for the difference of the order (including difference of shipping if applicable) and order can be fulfilled. IF your order is being shipped, status updates will be emailed.
Q: How do I request a refund if I made an error in placing my order?
A: We do not issue refunds unless you contact us on the same day the order is placed. After that timeframe we can only issue a store credit that can be applied to a future order.
Q: How long does it take to process an order if I place my order onsite at the distribution center?
A: There is a minimum 2 hour processing time for all orders whether is online or in-store. To provide the best service, we suggest that all orders be placed before 1pm. Please be advised that any order placed after 1pm cannot be guaranteed for same day pickup. Any order placed after 1pm on Friday may not be processed until Monday during regular business hours 10:00am-5:00pm.
Q: Why does it take 2 hours to process an order?
A: We receive orders 24/7 by phone, in person and online. All orders are processed in the order in which they are received. You will receive an email with the tracking information (if your order is being shipped) or a phone call once your order is ready for pick-up. We appreciate your understanding and patience as we can make sure every order is fulfilled correctly.
Q: Why must I sign for my order when I have a pick-up before leaving the retail floor or bay area?
A: Signature is required as verification and agreement of all order contents and conditions before leaving the building.
Q: What is the process if I received the wrong item or a damaged item?
A: Any defective orders must be submitted within 7 days from the date received. Any orders missing items or if you receive the wrong items you must call within 2 days of receiving your order. We ask that you provide pictures via email to be placed on the record of your account. All requests are processed within 48 hours of date received (during operating days of business), any requests received after 2pm will be begin processed the following business day.
Q: Why am I charged a 3% processing fee?
A: There is a processing fee for all orders processed via phone using the payment method of a credit card.
Q: Why is my shipping rate different from when I placed my previous order for the same items?
A: All carriers that increased their shipping rates due to the increase in the price of fuel. Our current system is being updated to reflect these changes. All shipping quotes are estimates. Final shipping costs are calculated when the order is fulfilled and prepared for shipment.
*THIS ONLY APPLIES TO CALL-IN ORDERS THAT WILL BE SHIPPED OUT, NOT ORDERS SET FOR PICKUP.
Q: Why do I have two separate charges on my card for my order?
A: All orders must be pre-paid before they are processed. Shipping costs are determined after the order has been fulfilled and prepared for shipping. Once the shipping amount is calculated, you will be contacted to be informed of the shipping cost.
Q: How do I submit my information to qualify for Sales Tax Exemption?
A: Email your Sales Tax Certificate to email@example.com. Once your document is received, reviewed and approved your account status will be updated in 24 hours on the next business day.
Q: Are your oils premium grade?
A: Yes, all of our essential, body and air freshener / burning oils are premium grade oils- which means they have not been cut or diluted with any substance.
Q: If I miss picking up my order during business hours, can my order be placed outside of the building?
A: Items can only be picked up inside the store, in order for protocol to be followed and we know that you have received your order.
Q: Why am I being asked to pick up my order from the bay area of the distribution center?
A: Our valued customers who are getting larger orders fulfilled are asked to receive your order in our VIP area located in the back of the distribution center, please look for the HBP Bay #2571.
We don't represent our products to be from the original designer brands nor do we represent them to be exact copies and therefore we do not violate any copyright/trademark laws. Also let it be known, that this web site has no affiliation either, and is not associated or sponsored by any of these trademark owners. Any referrals to branded and trademarked names are made purely for comparison purposes only. We basically ask the consumer to evaluate the cost, style, fragrance character, ingredients and quality of the designer brand products to Heavenly Body Products.