Shipping policy
Shipping & Fulfillment Policies
As a general rule, Wrong Side of Customs maintains an order turnaround time of approximately 3–7 business days. Turnaround time refers to the time required to prepare and fulfill your order before it enters the shipping network and does not include carrier transit time.
During particularly busy periods—especially new releases, collection launches, holidays, and other high-volume events—fulfillment may take slightly longer. We believe our TAT exceeds the typical TAT expected of independent niche fragrance houses, and we work hard to maintain our seven-business-day turnaround whenever possible; however, this timeframe is an estimate and is not a guaranteed shipping or delivery date.
Because Wrong Side of Customs operates from a remote location, we may occasionally use a private third-party courier to transport outgoing packages to a USPS, UPS, or other carrier facility. As a result, there may be a delay between the time your package physically leaves our possession and the time the shipping carrier scans the package or displays movement in its tracking system.
A tracking number that has not yet updated does not necessarily mean that your package has not shipped or remains in our possession.
Once your order has shipped, please allow the carrier time to process and scan the package. If your tracking information shows no movement or update for approximately 3–5 business days after shipment, please contact us so that we can assist you in investigating the package.
Carrier transit times, tracking updates, and delivery estimates are controlled by the shipping carrier and may be affected by weather, holidays, service disruptions, geographic location, or other circumstances outside the direct control of Wrong Side of Customs.
Shipping Protection, Lost Packages & Delivery Claims
Wrong Side of Customs has partnered with Route to offer optional shipping protection at checkout. We strongly encourage customers to take advantage of this coverage, particularly for high-value orders. Shipping protection provides an additional avenue for assistance when an eligible package is lost, damaged, or experiences another covered shipping issue.
Customers who purchase Route shipping protection should submit eligible claims through the applicable Route claims process.
Packages With No Tracking Movement
If tracking shows no movement for 5 business days after shipment, please contact us. Because our remote location sometimes requires the use of a private courier to transport packages to a carrier facility, the first carrier scan may be delayed even though the package has physically left our possession.
If a package appears to be lost in transit, we may open an investigation or claim with the applicable carrier and may ask the customer to provide information reasonably necessary to assist with that investigation.
Packages Marked Delivered
If carrier tracking indicates that an order was delivered but you cannot locate it, please first check the delivery area, household members, neighbors, parcel lockers or mailrooms, and any alternate locations where the carrier may have left the package.
Please contact us promptly if the package remains missing. We may ask the carrier to investigate the delivery and may request additional information from the customer, including confirmation of the shipping address or other documentation reasonably necessary to investigate the claim.
A report that a package was not received does not, by itself, establish that the package was lost in transit. Claims involving packages recorded as delivered will be reviewed individually using available carrier tracking, delivery confirmation, shipping-protection coverage, and any other relevant information.
Wrong Side of Customs does not guarantee that every reported missing-package claim will result in an automatic refund or replacement. We will handle lost-package and delivery claims in accordance with the circumstances of the shipment, applicable Route protection or carrier procedures, and any rights or obligations required by applicable law.
Customers are responsible for providing a complete and accurate shipping address at checkout. Please contact us immediately if you discover an address error. Once an order has been fulfilled or transferred into the shipping network, we cannot guarantee that an address can be changed or that a package can be redirected.