Last updated: October 14, 2026
At Basenote USA, we want your fragrances to reach you safely and on time. This policy explains how we process, ship, and deliver orders placed on basenoteusa.com, including retail and wholesale orders, and what to do if something goes wrong.
1. Order Processing
Orders are processed after payment has been received and confirmed. Processing time may vary depending on order size, product availability, and payment verification. Orders placed on weekends or U.S. holidays are processed on the next business day. Business days are Monday through Friday, excluding U.S. federal holidays.
We may contact you before shipping if we need to verify payment, confirm your address, or discuss availability.
2. Shipping Methods and Delivery Times
- Delivery area: we ship with tracking across the United States.
- Estimated delivery: 5 to 8 business days after your order ships.
- Carriers: orders are shipped with major U.S. carriers selected by Basenote USA.
Delivery times are estimates, not guarantees. Delays can result from carrier volume, weather, holidays, address issues, or other circumstances beyond our control.
3. Shipping Charges
Shipping charges for retail orders are calculated at checkout based on your order and destination, and are shown before you pay. Applicable taxes are also calculated at checkout.
4. Order Tracking
Every order ships with tracking. Once your order has shipped, you will receive a confirmation email with your tracking details. If you have not received tracking information after a reasonable time, please contact us with your order number.
5. Wholesale Orders
Minimum order
The minimum wholesale order value is $500, excluding shipping charges and applicable taxes.
Shipping arrangements and charges
For wholesale orders, all shipping costs are the responsibility of the customer. Once the order has been packed, Basenote USA will provide the number of boxes along with their weights and dimensions. Wholesale customers may choose either of the following:
- Provide their own prepaid shipping labels based on the box details supplied by Basenote USA.
- Ask Basenote USA to obtain and quote the best available shipping rate based on the shipment details and destination.
If Basenote USA provides the shipping quote, the shipping charges must be paid before the order is dispatched.
6. Shipping Address
Please make sure your shipping address is complete and accurate. We are not responsible for orders delayed, lost, or returned because of an incorrect or incomplete address provided at checkout. Any additional charges resulting from an incorrect address, refused delivery, or unsuccessful delivery attempt are the customer’s responsibility. If you need to correct your address, contact us as soon as possible; once an order has been packed or shipped, changes may not be possible.
7. International Shipping
Our tracked delivery covers the United States. If you are located outside the U.S., please contact us before ordering so we can let you know what is possible.
8. Damaged, Missing, or Incorrect Items
Please inspect your shipment on delivery. If a package arrives damaged, a carton is missing, or you received the wrong item, contact us as soon as possible with:
- Your order number.
- Clear photos of the outer packaging, the shipping label, and the affected product.
- A brief description of the issue.
We will review your request and assist with the carrier claim and with a resolution. Please keep all original packaging until your claim is resolved.
9. Lost or Delayed Packages
If your tracking shows no movement for several days, or your package is marked delivered but you have not received it, please check with neighbors and your household first, then contact us. We will work with the carrier to locate the package.
10. Returns
We offer support for eligible orders. To request a return or exchange, contact us with your order number and we will explain the next steps. Please do not send items back before receiving instructions from us.
11. Contact Us
For questions about shipping, delivery, or wholesale orders, please contact our customer service team:
Basenote USA
Email: info@basenoteusa.com
Or use our contact form.