faq

SUBSCRIPTION PROGRAM

  • Our subscription program is a subscribe & save model, where you can sign up for auto-delivery of your favorite Snif products. Subscribers are our VIP customers, and receive exclusive perks only available to subscription program members.

    To sign up for a Snif subscription, simply select “Subscribe & Save” on the product you’d like to subscribe to, choose a frequency, and complete your purchase. Your products will automatically be sent to you based on the frequency you select.

    You can modify, skip, pause, or cancel anytime by creating an online account with the email address you used to place your order.

  • Subscribers are our VIPs and receive perks that aren’t available anywhere else. You’ll receive discounted prices and free express shipping on every subscription shipment, member-only sales and promotions, and first access to all new releases. Plus, we’ll be rolling out even more benefits in the future!

  • Subscriptions are only available for products in our core collection. Since our collaborations and seasonal products are limited-edition, they are not eligible for auto-delivery.

  • In the Subscriptions section of your online account, you’ll see the option to add to your next order. This gives you the chance to make a one-time addition to your next shipment. The added product will only ship one time, and will not change your entire subscription.

  • You can delay or skip a shipment at any time, as long as the order has not already shipped. To do so, you’ll need to create an online account here using the same email address for your account that you used to place your subscription order.

    Once you create an account and log in, you’ll see the Subscriptions section at the top of your account portal. Click the “manage your next order” button. To delay the shipment, select “delay date” and choose the new order date. To skip the upcoming shipment, click “skip” and your next order will be placed on the next upcoming order date (which is based on your chosen frequency).

    Please note: if your upcoming order has already shipped, you won't be able to skip or modify that shipment. We will send you an email notification three days before every recurring order is placed so you can modify it in advance.

  • If your subscription orders are coming too often, you can adjust your order frequency at any time. First, you’ll need to create an online account here using the same email address for your account that you used to place your subscription order.

    Once you create an account and log in, you’ll see the Subscriptions section at the top of your account portal. Select the “Subscriptions” tab to view your current subscription details, then select the “manage subscription” button. Then, select “edit frequency” and choose a new cadence.

  • First, create an online account here using the same email address for your account that you used to place your subscription order.

    Once you create an account and log in, you’ll see the Subscriptions section at the top of your account portal. Select the “Subscriptions” tab to view your current subscription details, then select the “manage subscription” button. To change your payment info, select the “edit payment” button.

    To change your shipping address, navigate to the account portal home page and scroll to the Settings section at the bottom of the page. Click the “change address” button and add your new shipping address.

    If you need a hand, reach out to our team at hello@snif.co.

  • Absolutely - you can pause or cancel your subscription at any time. First, make sure you’ve created an online account here using the same email address that you used to place your subscription order.

    Once you create an account and log in, you’ll see the Subscriptions section at the top of your account portal. Select the “Subscriptions” tab to view your current subscription details, then select the “manage subscription” button. Select “pause” to pause your subscription (you’ll be able to resume at any time), or select “cancel” if you’d like to cancel your subscription entirely.

    If you need a hand, reach out to our team at hello@snif.co.

PRODUCT INFORMATION

  • Yes! Our products are cruelty-free and made without any animal products or byproducts.

  • Our fragrances are formulated with a high-end blend of natural and synthetic components for a product that performs. They are made without preservatives, phthalates, parabens, formaldehydes or endocrine-disrupting ingredients (amongst others).

    We follow the highest standards across the industry for clean fragrance, and our fragrances are formulated to exclude a comprehensive set of ingredients that do not meet these standards.

  • We use a high-end, hand-poured blend of soy and vegetable wax. Our candles are Conscious Beauty Certified and formulated using the same industry-clean standards as our fragrances. This means they are non-toxic and made without phthalates, parabens, formaldehydes or endocrine-disrupting ingredients (amongst others).

    We also use 100% pure cotton wicks that are designed to promote clean burning and limit mushrooming at the base.

    Our candle formulas are made in the USA, which allows us to ensure the quality and claims behind our candles.

  • We currently have a 3 item limit per product.

  • Each full-size candle (8.5 oz) is designed to perform and burn for 50-60 hours.

  • To get the most out of your candle and to ensure an even burn, allow the entire surface of wax to melt the first time you light your new candle.

    During the burn, try to limit each burn to a max of 4 hours, make sure the container is on a suitable surface, and keep it away from drafty areas.

    In between burns, trim your candle wick to ¼” in before lighting. This will help reduce smoke, maximize your candle’s burn time, and reduce soot, carbon build up, and mushrooming.

    In regards to safety, make sure to keep your candle's surface and wax pool free of debris. Never leave your candle unattended and do not leave your candle lit for more than 4 hours. 

    Blow out your candle before placing the lid on top and NEVER use your lid to extinguish the flame.

    Your candle should be retired when there is about 1/4" of wax left. Remove the remaining wax and then recycle the glass.

  • Our scents are all limited-release, however, we may periodically restock certain scents in the future. We recommend stocking up on your favorite scents before they’re gone!

  • Of course! Just send us an email at hello@snif.co with a specific allergen or ingredient you are looking for, and one of our friendly support team members will get back to you right away!

ORDERS AND PAYMENT

  • When you select ‘Buy’ on the products page, you are agreeing to standard checkout process where you will be charged for the products immediately. This option still allows for a full return.

    When you select ‘Try’, your card will not be charged until after the 7 day trial is over. However, a hold will remain on your card for the duration of your trial period. For more information on this option, please see our At-Home Trial section below.

    When you select ‘Subscribe’, you are agreeing to buy the product(s) on a recurring basis. Your card will be charged each time your recurring order is placed (frequencies are still eligible for return).

  • Once your order has been placed and processed, you will receive a confirmation order shortly after that includes an order tracking link. 

    If you created an account during checkout, you can log into your Snif account to see your order status and history in real time!

  • Most scent collaborations are limited edition and not a part of our trial program. However, most fragrances come with a sample and are subject to the same policies as our 'buy now' program.

  • Due to our fulfillment and ordering process, we can’t promise that updates or cancellations can be made to your order, but we will do everything we can to try! If you need to update any information or wish to cancel your order, email us at hello@snif.co as soon as possible.

  • We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. Non-trial orders can be placed with Apple Pay and PayPal Express checkout.

AT-HOME TRIAL PROGRAM

  • We currently do not offer our try-before-you-buy experience in Nevada, New Mexico, APO/AFO addresses, US Territories, and Minor Outlying Islands.

  • We currently do not offer our try-before-you-buy experience in Canada. 

    All Canadian customers are eligible for our buy or subscribe programs.

  • Any product that has the 'try now' option when adding to cart is eligible for the trial program. This includes most of our single kit fragrances (30ml bottle & sample).

    All minis (10ml) and select Snif collaborations are excluded from our at-home trial program.

    Subscriptions are not eligible for the trial program.

  • The trial lasts 7 days, and it begins the day your kit is delivered.

  • At checkout, we’ll take your payment information and place a temporary “hold” on your card during the trial period which may show up as “pending” or “processing” on your bank statement. At this point, you have not been charged anything!

    Once your trial product arrives, you'll have 7 days to try the samples inside!

    If you don’t love 1 or more of your scents or candles during this period, simply submit a free return through our site at snif.loopreturns.com

    Once submitted, we’ll email you a prepaid return label and have you ship the full-size, unopened bottles or untouched candles back to us. We’ll only charge you for the fragrances or candles you keep or void the payment if you choose to return all of the fragrances you ordered.

    In order for a fragrance return to be accepted, the full-size bottle(s) must be unopened, sealed, and shipped back in the original kit packaging. If your bottles are damaged or the sleeve is broken, we cannot accept the return and you will be charged.

    In order for a candle return to be accepted, the full size candle(s) must be in good-as-new condition, which means it has not been lit or burnt, the wax has not been touched or adultered, and the lid is not damaged. Additionally, the candles should be shipped back in the original kit packaging for a safe delivery. If your candles are damaged or the wick has been used, we cannot accept the return and you will be charged.

  • Similar to a hotel or rideshare company, we place an authorization on your card to reserve the funds so that we can charge you for what you keep. This will appear as a 'pending charge' on your statement, but rest assured that this is just an authorization and not an actual charge!

    You will only be charged for the full size products you keep after your trial has ended. Your total balance will be adjusted to take into account any products you return.

  • At the point of purchase, you will be charged for the total of the “Buy” products and an authorization will be placed on your card for the total of the “Try” products. 

    The pending authorization for the amount of the at-home trial product will remain on your statement until your trial and returns period is complete. Once your trial period is finished, we will charge you for the full size products you decide to keep.

  • If you do not submit a return within the 7-day trial period, we will charge your card for the full amount within 5 days of your trial ending. 

    If you submit a return during your trial period, we will wait to remove the hold on your card and only charge you for the full-size products you keep after your return has been reviewed and processed. This can take up to 2 weeks after your trial ends.

    Returns will only be accepted if received in a good-as-new and sealed condition.

  • For at-home trial orders, discounts can only be applied to single fragrance trials. The fragrance and candle bundles are excluded from discount code promotions.

  • We offer 1 exchange for each scent or candle included in your at-home trial. To make an exchange, simply submit your exchange through our site at snif.loopreturns.com

    Once submitted, you can download a prepaid return label and ship the full-size, unopened bottles or untouched candles back to us. 

    Once the return is in transit back to us, we will have your exchanged trial product shipped to you and a re-authorization will be made on your card. This new trial period for the exchanged trial product may show up as “pending” or “processing” on your bank statement. At this point, you have not been charged anything!

    Once your new trial product arrives, you'll have 7 days to try the new sample inside.

    If you don’t love your exchanged trial product during this period, simply submit a free return through our site at snif.loopreturns.com

SHIPPING POLICY

  • We ship to anywhere in the Continental US, Hawaii, Alaska and Canada.

    We are working hard to expand our shipping capability!

  • We currently offer 2 shipping methods for our Canadian customers: Duties Paid or Duties Unpaid.

    Our Duties Paid rates are provided by Passport shipping and allow for duties and taxes to be calculated at the time of checkout. This represents the all-in rate for shipping and customs, so there are no surprise charges upon delivery. We typically see estimated shipping times between 14-28 days depending on delivery location.

    Our Duties Unpaid rates are provided by DHL and do not include duties and taxes calculated at checkout. Customers will most likely need to pay for duties and customs at time of delivery. We typically see estimated shipping times between 10-14 days for Standard or 7-10 days for Express.

  • For Duties Paid via Passport, we estimate typical delivery 14-28 days after fulfillment.

    For Duties Unpaid via DHL, we estimate typical delivery 10-14 days after fulfillment.

  • For ‘Try’ and ‘Buy’ orders, shipping addresses cannot be changed once the order is processed. We will only ship to the address provided to us when originally placed.

    For subscriptions, you can change your shipping address for recurring orders. First, create an online account here using the same email address for your account that you used to place your subscription order. Once you create an account and log in, scroll to the settings section at the bottom of the account portal home page. Click the “change address” button and add your new shipping address.

    Please note: if your upcoming order has already shipped, you won't be able to skip or modify that shipment. We will send you an email notification three days before every recurring order is placed so you can modify it in advance.

  • For ‘Try’ and ‘Buy’ orders, all orders above $39 will be granted free shipping! Any orders under $39 will receive specified shipping rates based on the zip code it is being delivered to. Expedited shipping options are also available at checkout for an additional fee.

    For Subscriptions, all subscription orders will receive free expedited shipping.

  • Absolutely! Your 7-day trial starts the day your package is delivered.

  • Orders typically take 2-4 business days to process and for our team to ship out to you! 

    If using free shipping, orders can take up to 5-7 business days to arrive. After placing an order, you’ll receive a confirmation email with your order details. You’ll receive a subsequent shipping confirmation with tracking info once we ship. 

RETURNS & EXCHANGE POLICY

  • We can only process refunds for both at-home trials and normal purchases once we have received the product back at our warehouse and inspected the quality of the return.

    We will process all refunds within 7 days of the return being delivered and received at our warehouse.

    We reserve the right to reject any product that is returned to us and that we find in an unusable condition. If we reject your return, it will be sent back to you at your expense and a refund will not be issued.

  • For our fragrance products, we accept returns on all 30ml that are in their original seal and packaging, unused, and are in “good as new” condition. 

    For our candle products, we accept returns on 8.5 oz candles that are in their original condition, have their lid, and have not been burnt or had the wax adulterated. They should be returned in “good as new” condition.

    For apparel, we accept returns of clothing items that are unworn, unwashed and in “good as new” condition. Please email our support team at hello@snif.co for any apparel related returns.

    We request that all returns, whether for our at-home trial or for normal purchases, are submitted within 7 days after delivery and receipt. 

    We offer the option of a refund back to the payment method used to purchase (less a handling fee) or store credit to be used for a future order on our website.

    Additionally, we request that all fragrances or candles are shipped back in their original Snif packaging to ensure proper safety during transit.

    If an item is returned back to us in any other condition than “good as new,” we will unfortunately not be able to accept the return and you will be responsible for the full cost of the product.

    Once the return has been received and inspected, we will process the refund back to the payment method used to purchase.

    By opting for store credit, a gift card will be issued via email.

  • For our fragrance products, we accept returns on all 30 ml bottles that are in their original seal and packaging, unused, and are in “good as new” condition.

    For our candle products, we accept returns on 8.5 oz candles that are in their original condition, have their lid, and have not been burnt or had the wax adulterated. They should be returned in “good as new” condition.

    For apparel, we accept returns of clothing items that are unworn, unwashed and in “good as new” condition. Please email our support team at hello@snif.co for any apparel related returns.

    We request that all returns are submitted within 7 days after delivery and receipt. 

    We offer the option of a refund back to the payment method used to purchase (less a handling fee).

    Additionally, we request that all fragrances or candles are shipped back in their original Snif packaging to ensure proper safety during transit.

    If an item is returned back to us in any other condition than “good as new,” we will unfortunately not be able to accept the return and you will be responsible for the full cost of the product.

    Once the return has been received and inspected, we will process the refund back to the payment method used to purchase.

  • Unfortunately, we do not accept returns on any orders sent as gifts. 

  • Go to snif.loopreturns.com to initiate a return. Enter your order number (starting with SNIF) and your email or zip code to help us find your order.

    From there you will select which products in your order you would like to return. 

    Once your return is submitted, you'll receive step-by-step instructions and a prepaid shipping label in the portal and via email through a downloaded link.

    If your product is ineligible for a return and there is an issue with the product, please reach out to hello@snif.co and our team will be happy to lend a hand.

  • You can access your return shipping label once you submit your return through our returns portal: snif.loopreturns.com

    When you submit a return, you will also receive an email that includes a link where you can download the shipping label.

  • Packing your return is easy! For fragrance, simply ship the full-size, unopened and sealed fragrances back in the kit they arrived in. For candles, simply ship back the full-size, unlit and unused candle back in the kit they arrived in. The samples are yours to keep (for both fragrance and candles). 

    If your Snif mailer is in good shape, please reuse it to ship back your kit. If it is damaged or torn, feel free to use a standard cardboard box. If you do use your own outer shipping box, we ask that you use a protective filler to make sure that your kit is returned safely and undamaged. 

  • You will receive an email that includes a link to our returns portal where you can download your USPS shipping label. Returns can be picked up by your local postal service (check US availability here / check Canada availability here), or we request that you drop it off at your local post office location.

    Alternatively, you may use the QR code when dropping off your return. The QR code is displayed in the returns portal after you have submitted your return.

still have questions?

Email us at hello@snif.co