Frequently Asked Questions
HELP CENTER
How Can We Help You?
Welcome to the Olfentia Help Center. Find answers to the most common questions below. If you need further assistance, our team is available at olfentia-support@olfentia.com and will respond within 1-2 business days.
ORDERS & TRACKING
How do I place an order?
Simply browse our collection at olfentia.com, add your chosen products to your cart, and proceed to checkout. Follow the steps to enter your shipping details and payment information. Once your order is confirmed, you will receive a confirmation email with your order details.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast dispatch. If you need to modify or cancel your order, please contact us at olfentia-support@olfentia.com as soon as possible after placing it. We will do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.
I didn't receive an order confirmation email. What should I do?
Please check your spam or junk folder first. If you still cannot find it, contact us at olfentia-support@olfentia.com with the name and email address used at checkout and we will look into it for you.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also use our order tracking page at olfentia.com/pages/track-your-order.
My tracking hasn't updated in several days. What should I do?
Tracking updates can occasionally be delayed by the carrier, especially during peak periods or customs processing. If your tracking has not updated for more than 5 business days, please contact us at olfentia-support@olfentia.com and we will investigate on your behalf.
SHIPPING & DELIVERY
Where do you ship?
We currently ship within the United States only.
How much does shipping cost?
Shipping is always free, on every order, regardless of order value. No minimum spend required.
How long does delivery take?
Standard delivery within the United States takes 7 to 14 business days from the date of dispatch. Please note that dispatch typically occurs within 1-3 business days of your order being placed.
Why is my delivery taking longer than expected?
While we aim to deliver within the stated timeframe, occasional delays can occur due to high order volumes, carrier capacity, or other circumstances beyond our control. If your order has not arrived within 14 business days of your dispatch confirmation, please contact us and we will follow up with the carrier on your behalf.
My order shows as delivered but I haven't received it. What do I do?
We recommend first checking with neighbors or building management in case the package was left with them, and confirming your delivery address was entered correctly at checkout. If the package cannot be located, contact us at olfentia-support@olfentia.com within 7 days of the marked delivery date and we will work to resolve the issue.
PAYMENT & SECURITY
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Afterpay, Maestro, and SOFORT.
Is my payment information secure?
Yes. All transactions on olfentia.com are processed through encrypted, SSL-secured connections. We do not store your card details. Payment processing is handled by trusted, industry-standard payment providers.
My payment was declined. What should I do?
Please double-check that your card details, billing address, and expiry date have been entered correctly. If the issue persists, we recommend contacting your bank or trying an alternative payment method. If you continue to experience difficulties, contact us at olfentia-support@olfentia.com and we will assist you.
Will I be charged any additional fees?
No. The price displayed at checkout is the final price. There are no hidden fees or additional charges. All prices are in US dollars (USD).
MY ACCOUNT
Do I need an account to place an order?
No. You can check out as a guest without creating an account. However, creating an account allows you to track your orders, view your order history, and manage your details more easily.
How do I create an account?
Click "Sign In" at the top of our Website and select the option to create a new account. You will need a valid email address and a password.
I forgot my password. How do I reset it?
Click "Sign In" at the top of the page, then select "Forgot Password." Enter your email address and we will send you a password reset link.
How do I update my shipping address or account details?
Log in to your account and navigate to your account settings to update your details. Please note that address changes cannot be applied to orders that have already been dispatched.
STILL NEED HELP?
Our customer support team is here for you.
Email us at olfentia-support@olfentia.com and we will get back to you within 1-2 business days.
When reaching out, please include your order number if applicable — it helps us resolve your query as quickly as possible.
Olfentia — Crafted for the senses. Designed to perform.
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