1. What is Scentsy Success?
2. Where do I find Scentsy Success products?
3. How do I submit the information I want on my custom printing?
4. What is Scentsy Success PowerLaunch?
5. What is Scentsy Success Director Access?
6. Why do I pay sales tax on my Scentsy Success orders?
7. How is my Scentsy Success order shipped?
8. Can my Scentsy Success order be shipped to an APO/FPO address?
9. How does FREE shipping work?
10. How will I know if my item is on backorder?

11. How can I track my order?
12. Why did parts of my order ship separately?

13. How can I contact Scentsy Success?
14. What should you do when a Scentsy Success shipment arrives?

15. What if there is a problem with my order?
16. Can I exchange a Scentsy Success product?
17. What is the Scentsy Success Warranty policy?
18. What is the Scentsy Success Satisfaction Guarantee policy?
19. Can I return Scentsy Success items if my Consultant Agreement is cancelled?
20. How do I return an order?

 

Q. What is Scentsy Success?
A.
Scentsy Success is dedicated to providing Consultants with high-quality business tools to help grow your Scentsy business.   Scentsy Success currently offers and promotes products to US, Puerto Rico and Canadian Consultants.  Pricing and promotions may vary from market to market.


Q. Where do I find Scentsy Success products?
A.
You can find Scentsy Success products in your Workstation.  Locate the Scentsy Success Web page by clicking on “Scentsy Success Order” from the home page order selection above your order history details, clicking on the left button in the order tab, or by clicking on the Scentsy Success banner at the bottom of your Workstation home page.

Consultants can also add all Scentsy Success items, except personalized products, Director Access and PowerLaunch, to Party Orders by SKU only.


Q. How do I submit the information I want on my custom printing?
A.
When a product allows text personalization, fields are available on the order page for submitting individual information.  Please add carefully as you WILL NOT RECEIVE A PROOF. 

When a product allows the addition of a photo, e-mail the photo to scentsysuccessphotos@scentsy.com. Please reference the order number and include your name and consultant ID within the e-mail. 

When ordering personalized items, consultant accepts all responsibility to ensure the information entered is in compliance with Scentsy's Policies & Procedures.  No refunds or reprints will be given for personalized items deemed out of compliance. Reorders are subject to new pricing and availability.


Q. What is Scentsy Success PowerLaunch?
A.
Power Launch is designed to help you “launch” your Scentsy business in the first 70 days as a consultant.   We have assembled, and discounted for 70 days, the most effective Scentsy Success products to jump-start your business.   As a new Scentsy Consultant, you are automatically part of PowerLaunch and will see the selected items and discounts on the Scentsy Success page in your Workstation.  Power Launch discounts are ONLY available when ordering from Scentsy Success and will not apply to SKU orders included in Party Orders.


Q. What is Scentsy Success Director Access?
A.
Director Access provides Director Level Consultants with deep discounts on a wide variety of items beneficial to growing their downline and personal customer base. Director Access is automatically granted to Consultants following their promotion to Director Level or above (Director Q is also eligible).   Director Access discounts are ONLY available when ordering from Scentsy Success and will not apply to SKU orders included in Party Orders.


Q. Why do I pay sales tax on my Scentsy Success orders?
A.
Scentsy, Inc. has a business presence in all states and therefore must collect sales tax on Scentsy Success orders in all states.


Q. How is my Scentsy Success order shipped?
A.
Scentsy Success will make every effort to ship within ten (10) business days from the date an order is received.  Items will be shipped from the Meridian, ID and Lexington, KY distribution centers and in some instances, directly from partner suppliers.  Product availability at specific locations and where items are produced, may affect where your order is shipped from and if it is shipped separately.

Expedited shipping is not available at this time.


Q. Can my Scentsy Success order be shipped to an APO/FPO address?
A.
Yes.  Scentsy Success products are subject to the same guidelines as Scentsy Products for APO/FPO shipping.  All Scentsy Consultants are responsible for understanding Department of Defense regulations around shipping to APO/FPO and complying with Military Postal Service regulations. See Section 7.3.2.2. in December 2010 Policies and Procedures for additional details.


Q. How does FREE shipping work?
A. For all Scentsy Success products ordered by SKU as part of a party order, party order shipping guidelines apply.  See Policies and Procedures section 7.3.2.1 for further detail.

 All Scentsy Success orders shipping to the contiguous United States will be subject to the following charges:

  • Scentsy Success orders up to $29.99 = $5.00
  • Scentsy Success orders $30.00 and up = FREE

All Scentsy Success orders shipping to Alaska, Hawaii, Puerto Rico, Guam  along with APO/FPO will be subject to the following charges:

  • Scentsy Success orders up to $29.99 = $7.00
  • Scentsy Success orders $30.00 and up = FREE

All Scentsy Success orders shipping to Canada will be subject to the following charges (listed in Canadian dollars):

  • Scentsy Success orders up to $35.99 = $6.00
Scentsy Success orders $36.00 and up = FREE


Q. How will I know if my item is on backorder?
A.
If a Scentsy Success item reverts to an “out of stock” status after the order has been placed and will not be available to ship within 10 business days, Consultant Support will contact the Consultant to arrange for a product credit.


Q. How can I track my order?
A.
Tracking updates are made daily in your Worksation and can be found from the home page or Orders tab.


Q. Why did parts of my order ship separately?
A.
Most Scentsy Success items will ship as part of your overall Scentsy order from the Meridian, ID or Lexington, KY distribution centers.  Exceptions to this include:

  • Direct shipment from Scentsy Success suppliers – Scentsy Success has a network of resources that we draw upon to produce our products.  In some cases, products may ship direct to you from one of our suppliers in order to deliver the product to you in the most timely and effective manner. 
  • Many of the personalized products such as car vinyl, car magnets, banners and pens are only manufactured at the Meridian, ID facility and will only ship from this location.
  • If your Scentsy Success item will not be available to ship within10 days resulting in holding up a shipment of Scentsy products, Scentsy may ship what is available and ship the remaining item(s) at a later date.


Q. How can I contact Scentsy Success?
A.
Please contact Consultant Support by calling 1-877-855-0617 or by contacting us through a support ticket in your Workstation.


Q. What should you do when a Scentsy Success shipment arrives?
A.
When you receive a shipment from Scentsy, it is your obligation to take inventory of the shipment and confirm that the product received matches the product listed on the shipping invoice, and is free from damage. Failure to notify Scentsy of any shipping discrepancy or damage within three (3) business days of confirmed delivery of shipment will cancel your right to request a correction.


Q.  What if there is a problem with my order?
A.  Order problems such as shipping damage or missing items must be reported to consultant support WITHIN 3 BUSINESS DAYS of receipt to be eligible for replacement.  To report, contact Consultant Support at 877-855-0617 or submit information through the Workstation ticketing system.  When reporting you will be asked to supply your consultant ID, order number and reason for requested return.  Scentsy Success will resolve your issue as quickly as possible. 


Q.  Can I exchange a Scentsy Success product?

A.  Scentsy Success does not exchange products.  Consultants can return products for product credit within 30 days of purchase under the Scentsy Success Warranty or Satisfaction Guarantee policies.


Q.  What is the Scentsy Success Warranty policy?

A.  Scentsy Success provides a full product warranty against manufacturer defects for 30 days. Consultant support must be contacted within 30 days from the date of delivery to the Consultant for repair or replacement arrangements.  See “How do I return an order” below for further details.

Scentsy Success may request proof of defect in the form of detailed communications or photos of the product. Scentsy Success reserves the right to refuse any product that has been returned under the warranty policy, if deemed free of defects.


Q.  What is the Scentsy Success Satisfaction Guarantee policy?

A. Scentsy Success offers a 30 Day Satisfaction Guarantee.   If you are unsatisfied with your Scentsy Success product for any reason, you may return it within 30 days of purchase for a full product credit. All items must be unopened and unused or must be in resalable condition as defined in Section 14 of Scentsy Policies and Procedures.  Shipping charges are the responsibility of the Consultant. Personalized products and closeout items are not eligible for return.  See “How do I return an order” below for further details.
 
Scentsy Success reserves the right to refuse a returned product if it is determined that the product has been used or is not in resalable condition. If a product is deemed ineligible for return, the item will be returned to the Consultant and return shipping will be charged to the card associated with the order.


Q.  Can I return Scentsy Success items if my Consultant Agreement is cancelled? 

A.  Per Section 9.3 of the Scentsy Policies and Procedures, you may return sales aids and inventory that you are unable to sell or use for refund, as long as they are in resalable condition (see Resalable in Section 14-Definitions).  After Scentsy receives the product and/or sales aids, and confirms that they are in resalable condition, you will be reimbursed 90% of the original purchase cost, less shipping charges, and less any commissions, bonuses, rebates or other incentives you’ve received associated with the returned merchandise.

Q.  How do I return an order?
A.  Requests for returns for Warranty or Satisfaction Guarantee purposes must be made through Consultant Support either by phone at 1-877-855-0617 or through the ticketing system in Workstation within 30 days of purchase and must comply with the following:

  • Only the Consultant who originally purchased the merchandise may return it. You will be asked to provide your Consultant ID and order number.
  • Products being returned or exchanged MUST be in resalable condition.
  • No credit card refunds will be issued. Product credits will be given to your account ONLY when the return item has been received, reviewed by the Scentsy Returns Department and verified as resalable.
  • Personalized products are NOT eligible for refund, return, or exchange.
  • Closeout items are NOT eligible for refund, return or exchange.  Sale is final.
  • You must pack the items in proper shipping carton(s) and packing materials and ship to Scentsy.
  • The risk of loss or damage in transit resides with the Consultant.  If a return carton is lost, it is the Consultant’s responsibility to trace the package.
  • If a product is returned and Scentsy Success finds that the product does not qualify for a return per the Warranty or Satisfaction Guarantee policies outlined above, the product will be returned to the Consultant and the cost of re-shipping will be charged to the card associated with the order.
  • For warranty replacements, Scentsy will provide a prepaid return-shipping label with the replacement product to cover the return shipping.
  • For product returns or satisfaction issues, shipping expenses are the responsibility of the Consultant.
  • Scentsy must receive items being returned within ten (10) business days of contacting Consultant Support.
  • Complete the replacement/exchange form found the Resources tab in Workstation and include it in your return shipment.
  • Returns/Exchanges can be sent to:

Scentsy, Inc.
Returns/Exchanges
3698 East Lanark

Meridian, ID 83642