Shipping & Insurance Policy

1. Processing & Handling Time

  • Please allow 1–2 business days for order processing.

  • All orders are subject to payment/credit card authorization and product availability.

  • For Express Shipping to ship the same business day, orders must be placed by 2:00 p.m. EST.

Once an order has entered the shipping process, we are unable to make changes to items, shipping method, or shipping address.

2. Free Domestic Shipping (U.S. Orders)

  • We offer Free Standard Domestic Shipping on all U.S. orders (excluding taxes).

  • Free shipping:

    • Applies only to domestic shipments within the United States

    • Does not apply to E-Gift Certificates, gift-wrapping, additional shipping/handling fees, or taxes

    • Does not apply to previous purchases and cannot be redeemed for cash

MAXAROMA reserves the right to modify or discontinue free shipping offers at any time, including in cases of returns, exchanges, or cancellations.

3. Domestic Shipping Methods & Fees

Standard Shipping (Free):

  • Delivery estimate: 5–8 business days

  • Tracking number provided

Priority / Expedited Shipping:

  • $8.50 flat fee for all expedited orders

Express Shipping:

  • Tri-State (NY/NJ/CT): $20 flat fee (UPS/FedEx)

  • All other U.S. states: $30 flat fee (UPS/FedEx)

  • For Express shipments, orders must be placed by 1:00 p.m. EST on the previous business day.

4. Signature Requirements & Risk of Loss

Some orders will require signature and insurance for security, especially orders $150 and above or in certain regions/ZIP codes.

  • Once a package is shown as delivered and signed for, it is no longer covered by shipping insurance.

  • If you waive signature confirmation for your package, MAXAROMA will not be responsible for any theft, loss, or damage after delivery.

  • In some areas, carriers may automatically require a signature based on region/zone/ZIP code. This requirement cannot be removed or overridden by MAXAROMA.

5. Change of Shipping Address

  • MAXAROMA ships only to the address provided and verified by the payment processor at checkout.

  • Once an order is placed, we cannot modify the shipping address. You may request order cancellation (if it has not yet shipped) and place a new order with the correct address.

  • If a customer independently contacts the carrier to change the shipping address, MAXAROMA and our shipping insurance provider will not be responsible for loss, delay, or damage to the package.

    Carrier Delivery-Management Services Disclaimer:

MaxAroma makes every effort to process and deliver all merchandise in a timely and reliable manner. After an order has shipped, some carriers offer optional delivery-management tools directly to recipients—such as UPS My Choice, FedEx Delivery Manager, and USPS services including Informed Delivery or Package Intercept. These services allow buyers to request changes such as redirecting a package, altering delivery dates or locations, placing holds, or providing alternate instructions. Please note that any modification initiated by the buyer through these carrier-managed services while a package is in transit constitutes a direct agreement between the buyer and the carrier. As a result, any such changes will void all delivery guarantees and any eligibility for claims related to delay, loss, or misdelivery. Once a buyer makes changes through these services, MaxAroma cannot be held responsible for the final delivery outcome.

6. Store Credit Purchases

Purchases made using Store Credit qualify for Free Standard Domestic Shipping within the U.S., under the same terms as regular orders.
For more details, please refer to the Store Credit section.

7. Freight Forwarders

A freight forwarder is a third party that arranges shipment on your behalf. MAXAROMA is not affiliated with any freight forwarders.

If you choose to ship to a freight forwarder address:

  • Our responsibility ends once the carrier shows the package as “Delivered” or “Delivered to Agent / Left with Individual” at the freight forwarder.

  • If shipping insurance is purchased, it covers the shipment only until delivery to the freight forwarder.

  • Any issues after delivery to the freight forwarder must be handled directly with them.

  • MAXAROMA agents cannot contact your freight forwarder on your behalf.

  • If a return is needed, we can only provide a return label to the original U.S. address of the freight forwarder. We do not provide RMAs for packages outside the U.S.

8. Return to Sender (RTS) & Invalid/Unclaimed Addresses

If a package is returned to MAXAROMA as “Return to Sender” (RTS) due to an invalid, incomplete, unclaimed, or undeliverable address:

  • Our carrier will attempt delivery based on the address provided at checkout. If undeliverable, the package will return to our facility.

  • Once received, our Quality Control team will inspect the merchandise.

  • A refund will be issued only for the value of the merchandise (no shipping or insurance fees will be refunded).

  • We do not reship RTS packages. If you still wish to receive the product(s), a new order must be placed.

  • If the RTS is due to company error (e.g., wrong label by us), we will take full responsibility and contact you to arrange a solution.

For Invalid or Unclaimed Shipping Addresses:

  • MAXAROMA may charge an additional re-shipping fee if the package is returned and you wish to place a new order.

  • MAXAROMA is not liable for packages marked as delivered to an incorrect or incomplete address provided by the buyer, whether insured or uninsured.

9. Unverified Shipping Addresses

If a shipping address cannot be verified by our carriers:

  • We will attempt to contact you to confirm the address.

  • If we do not receive a response within 72 hours, the order will be placed on hold, then canceled, and a full refund will be issued.

INTERNATIONAL SHIPMENTS:

  • Certain brands and products are legally restricted from being shipped outside the United States or to specific regions (e.g., Dermalogica, IMAN, NYX Cosmetics, Jane Iredale, certain designer brands to the EU, and products containing alcohol/dangerous goods).

  • Fragrances and alcohol-based products are treated as dangerous goods and must ship via Priority International services with tracking.

Duties & Taxes:

  • International shipping charges do not include customs duties, taxes, or fees.

  • Customers are responsible for all customs fees, duties, and taxes imposed by their country.

  • If a shipment is refused, the customer is responsible for:

    • Original shipping costs

    • Duties and taxes

    • Any return shipping fees
      These amounts will be deducted from any eligible refund.

Service Limitations:

  • USPS and other carriers restrict shipments to certain countries. For the latest list of restricted destinations, please refer to the Internationally Restricted Products/Locations section on our site.

  • APO/FPO and U.S. Territories:

    • Standard services only, no expedited options.

    • Delivery may take up to 4–8 weeks.

Canada Example (adjust as needed):

  • First-Class to Canada:

    • Approx. $20 first item (cost may vary by item/weight)

    • 7–10 business days

  • FedEx/Expedited to Canada:

    • Starts at $25 (additional charges by weight)

    • 5–8 business days

Express International Shipping (where available):

  • Approx. $40–$55 flat fee depending on country

  • Estimated 5–7 business days (customs may affect timing)

MaxAroma.com is prohibited from shipments to certain international nations, as our method of shipment is USPS. Unless a shipment is being sent to an APO/FPO U.S. Military address and U.S. Territories, the United States Postal Service does not deliver to the following countries:

  • Afghanistan
  • Algeria
  • Angola
  • Belarus
  • Bosnia
  • Burma
  • Burundi
  • Congo, Republic of the
  • The Democratic Republic of the Congo
  • Republic of the Coted Ivorie (Ivory Coast)
  • Croatia
  • Cuba
  • Herzegovina
  • Iran
  • Iraq
  • Jordan
  • Liberia
  • Libya
  • Moldova
  • Montenegro
  • Nigeria
  • North Korea
  • Paraguay
  • Serbia
  • Sierra Leone
  • Somalia
  • Sri Lanka
  • Sudan
  • Syria
  • Togo
  • Yemen
  • Zimbabwe
  • Russia
  • Ukraine
  • Mexico
  • Spain
  • Chile
  • Germany
  • France
  • Italy
  • Poland
  • Romania
  • Netherlands
  • Belgium
  • Czech Republic (Czechia)
  • Greece
  • Portugal
  • Sweden
  • Hungary
  • Austria
  • Switzerland
  • Bulgaria
  • Denmark
  • Finland
  • Slovakia
  • Norway
  • Ireland
  • Albania
  • Lithuania
  • North Macedonia
  • Slovenia
  • Latvia
  • Estonia
  • Luxembourg
  • Malta
  • Andorra
  • Monaco
  • Liechtenstein
  • San Marino
  • Holy See

For further information, please refer to the Internationally Restricted Products/Locations section.

11. Shipping Insurance & Claims

Insurance Coverage:

  • Insurance is available for orders up to $1,000.

  • Orders over $200 may include a signature option.

  • Insurance applies to packages shipped via USPS, UPS, and FedEx.

If you purchase shipping insurance and your order is lost, stolen, or damaged:

  • You must provide evidence (photos/videos) of damage or issues. Without this, claims will be automatically rejected.

  • We offer replacements only, not refunds, on approved insurance claims.

If tracking shows “Delivered” but you did not receive the package:

  • A formal claim must be submitted through our website.

  • In some cases, our insurance provider may require a police report.

  • If signature was required and the package is marked as signed for but claimed not received, a police report is mandatory. Once received, we may send a one-time replacement package (no refunds).

Opting Out of Signature / Insurance:

  • If you choose to opt out of signature or insurance, you accept full responsibility for loss, theft, or damage once the package is shown as delivered by the carrier.

  • MAXAROMA will not be liable, and any claims must be filed directly with the carrier (USPS/UPS/FedEx).

No Refunds on Insurance Once Shipped:

  • Shipping insurance is non-refundable once an order has left our facility.

  • A refund of insurance is only possible if the order is canceled before shipment.

12. Insurance Claim Timelines & Requirements

To qualify for an insurance claim, the following time frames apply:

  • Lost packages (“Not Delivered”):

    • Claim filed no sooner than 3 business days after the scheduled delivery date (domestic).

  • Damage or missing items:

    • Claim filed as soon as discovered, but no later than 7 business days from purchase date.

  • Packages marked “Delivered”:

    • Claim filed no sooner than 5 days and no later than 15 days from the date marked delivered.

    • Underwriters may require a police report or security video showing evidence of theft.

If a police report is requested:

  • It must be submitted within 10 calendar days from the date of request.

  • Failure to provide the report may result in delay or denial of your claim.

Important:

  • We do not offer refunds on insured claims – only replacement packages to a secure address with signature required.

  • If a transaction is disputed with your financial institution while a claim is open, our insurance department will automatically reject the claim.

13. Uninsurable Risks

At MAXAROMA’s sole discretion, customers who present an unacceptable risk of loss may be designated as uninsurable.

  • In such cases, shipping insurance may be removed from future orders, and any collected premium will be refunded.

  • To dispute this designation, please contact [email protected].