Terms and Policies
POLICES HAVE BEEN CHANGED AND UPDATED AS OF 04/28/17 -- please take a moment to read through them for any changes. Remember that your purchase from TDC signifies your acceptance of our policies.
We accept Visa, Mastercard, Discover, American Express, and PayPal. Payment is due at time of purchase.
We ship our products five days a week via USPS except during the summer months (see shipping schedule below).
Our shipping rates include a tracking number with delivery confirmation AND shipping insurance. Please make sure you double check your shipping address before submitting your order. In the event a package is returned to us due to an incorrect address, you will be responsible for paying shipping charges to reship your order.
We keep our TAT (turn-around-time) on our homepage. Our TAT excludes weekends, postal holidays, and does not include shipping time to you.
September - May: We ship Monday - Friday
June - August: We ship Monday - Wednesday ((this helps to ensure that your package arrives before the weekend, and isn't left on a hot mail truck during the summer months)) REMINDER: shipping insurance DOES NOT cover items that arrive melted. While we've only had issues on rare occasions the past several years, please know that making a purchase during the hot months is at your own risk! We do no refund nor replace items that arrive melted. Most items will go back to their normal state once they get back to room temperature.
NOTICE: We are happy to "hold" your order if you need it shipped on a spefic date or day of the week. Simply include a message at checkout with your order. Have a specific location your postal carrier needs to leave the package? Include a message at checkout and we'll gladly write it on the shipping label.
* Effective 12/26/15 -- your shipping cost is now calculated by the weight of your order plus the location from me to you. The closer you live to TDC (we are in Georgia), the cheaper your shipping rates will be. These are the rates from USPS via the Regional Rate Boxes.
U.S. Zip Codes are broken down into shipping zones. We have calculated the zones for you. Once you enter your zip code at checkout, it automatically assigns you to the proper zone for accurate shipping costs.
Based on the contents of your order, you will be given one or more shipping options. If we find we can ship your items in a smaller envelope/box, we will issue you a partial shipping refund.
* Effective 01/17/16, the USPS is allowing First Class to go up to 16 ounces (currently 13 ounces)
We do use the Priority Flat Rate Envelopes. Shipping is a flat $6.75 for all U.S. states. If your order weighs 1-3 pounds, your order will ship for $6.75. Orders weighing 3-5 pounds will be given the Regional Rate A Box price (varies by zip code). Orders weighing 5-11 pounds will be given the Regional Rate B Box price (varies by zip code). If your order weighs more than 11 pounds, you will be given the Priority Mail rate. If we feel we can ship it cheaper via FedEx or UPS, we will and will issue a partial shipping refund.
International Customers -- the following shipping options are available:
(1) First Class International (under 4 lbs.) - cost is determined by country and weight of items
(2) Priority International (cost determined by country and weight of items) -- If the USPS shipping calculator underestimates the cost of shipping, you will be invoice for remaining charges. The invoice must be paid before your order will ship. This has only happened on rare occasions in the past.
(3) Flat Rate Envelope (price determined by country) -- IF YOUR ORDER WILL NOT FIT IN THE ENVELOPE, YOU WILL RECEIVE AN INVOICE FOR REMAINING SHIPPING CHARGES! The invoice must be paid before your order will ship.
(4) Medium Flat Rate Box (price detemined by country) -- IF YOUR ORDER WILL NOT FIT IN THE BOX YOU WILL RECEIVE AN INVOICE FOR REMAINING SHIPPING CHARGES! The invoice must be paid before your order will ship.
We are NOT responsible for any items/packages that do not get through customs. We are also NOT responsible for any taxes, duties or other fees associated with international shipping.
NOTE ABOUT PRODUCTS CONTAINING ALCOHOL: Alcohol is prohibited in US Mail for international shipping. Doing so could result in large fines. We WILL NOT make an exception. If you order an item containing alcohol (Body Mist, Room Spray), you will automatically receive our alcohol-free version. Our Hand Sanitizer and Shimmer Mist DO NOT have an alcohol-free version. In this case, you will be issued a partial refund for those items if ordered.
Orders Not Received
All of our packaged are shipped with a delivery confirmation AND shipping insurance. Sometimes the USPS does lose packages. If your package does not arrive (never updates with a 'delivered' status), we will give you the option of a refund or to have your order reshipped at no additional charge (if all items are still available). PLEASE NOTE: THE USPS DOES HAVE A MINIMUM TIMEFRAME FOR WHEN INSURANCE CLAIMS CAN BE FILED FOR LOST PACKAGES. WE WILL REQUIRE YOU TO WAIT THAT AMOUNT OF TIME BEFORE A REFUND/RESHIPMENT WILL TAKE PLACE. I believe the average time is 15 days from the date of shipment. This ensures that adequate time is given for them to reroute a package that ended up on the wrong truck or whatever.
THE EXCEPTION TO THE RULE: If your package shows delivered and you did not receive it, we have NO recourse for reimbursement...even with shipping insurance. This is their policy, and not ours. It prevents fraud -- basically people claiming they didn't receive a package when they really did. Yes, sometimes people steal packages. We are not responsible for packages that are stolen.
NOTICE: The USPS is often bad about "scanning errors" -- sometimes they don't scan them at all, sometimes they show "delivered" when they weren't actually delivered, etc. Please allow adequate time for your package to arrive before you panic :)
Order Errors/Missing Items
While we do our best to ensure to double check all orders before shipping, errors will occur -- it's that "human" thing ;) If you're missing an item or you received the wrong one, please log in to your account on the website, go to your order history page, and send us a message from that form...or send us an email: firstname.lastname@example.org PLEASE DO NOT SEND ME A FACEBOOK MESSAGE OR POST THIS INFO IN THE FACEBOOK GROUP! Our other customers cannot help you, so there's no need in clogging up the newsfeed in the group. Your post will be deleted. We appreciate your cooperation in this matter. PLEASE CONTACT US WITHIN 3 DAYS OF DELIVERY TO REPORT ERRORS OR MISSING ITEMS OR IT WILL BE ASSUMED YOUR ORDER IS CORRECT AND NO REPLACMENTS OR REFUNDS WILL BE ISSUED.
Please inspect your package as soon as possible upon arrival. Should your order sustain damage by the carrier, please contact us right away at email@example.com so that we may initiate the claims process and prepare any necessary replacement items. To help us ensure a quick and easy resolution, we ask that you retain all packaging and products until you receive further instruction.
Your remedy for lost or damaged packages via USPS is one identical replacement shipment upon approval by the carrier that a claim is possible, subject to carrier rules and limitations. Please notify us as soon as possible if your package has not been delivered within a few days of the standard delivery time frame (approximately 5 business days for domestic shipments or 21 days for international shipments.) Replacement items will exactly match those on the original order, no substitutions allowed, unless an item is no longer available. We do our utmost to provide resolution to shipping issues and ask that you please be patient as we work with the carrier since we have no control over packages once they leave our hands, and even less so once a package leaves the United States. Carrier investigation may take up to 2 weeks for domestic shipments and up to 60 days for international shipments. Customers who file chargebacks without first giving us the opportunity to resolve the issue with the carrier will be banned from all future ordering and the applicable authorities and payment processor will be notified when fraud is suspected.
Combining Orders / Changes to Orders
Combining Orders: Yes, we will combine orders....IF....your current order is still in "awaiting fulfillment" status. If you first order is marked Pending when you place a 2nd order, please do not get upset when we do not combine them. You will need to log in to your account to view this information -- this is why creating an account on our website is highly recommended. Simply place a 2nd order. If we find that we can fit both orders into the same envelope/box as your first order, we will refund your entire secondary shipping cost. If we do have to upgrade your order to the next available envelope/box, we will issue a partial shipping refund for the difference between what you paid versus actual shipping cost.
Changes to Orders: We will ONLY make changes to an existing order under the following circumstances:
TDC reserves the right to cancel an order at any time for any reason.
If you need to cancel your order, you will need to email us directly at firstname.lastname@example.org
WE CAN ONLY CANCEL ORDERS THAT ARE IN 'AWAITING FULFILMENT' STATUS -- NO EXCEPTIONS. REFUSED ORDERS WILL NOT BE REFUNDED
WE WILL NOT CANCEL ANY ORDER MADE DURING SPECIAL PRE-ORDERS!
In order to protect the integrity of our products, ALL SALES ARE FINAL! We will only issue a refund/exchange if it is due to our error. If you receive an incorrect item, please email us immediately at email@example.com -- please include a photo of the item to save a step :)
We know that purchasing items online that you cannot smell or try before you buy is tough. For this reason, we offer sample sizes and samplers in as many products as possible. Please consider purchasing these first to avoid any disappointment. WE DO NOT ALLOW RETURNS/EXCHANGES DUE TO ALLERGIC REACTIONS TO OUR PRODUCTS/SCENTS.
ATTENTION: Refunds can not be issued for wax that may melt out of shape during summer shipments. The USPS does not cover this, even with insurance, so please purchase your wax in the summer months at your own risk. We have never experienced a problem before, but still needed to include this in our policy.
We do not offer free samples that do not accompany a paid order, and we do not respond to free sample requests. We do, however, include a sample of our choosing whenever possible with your order. Just please remember that including a sample is a courtesy and not a requirement.
Wax Melts (Tarts)
Ten Digit Creations is NOT responsible for any damage or injury incurred due to lack of care when melting your tarts.
Bath & Body Products
Our bath and body products are for external use only. As with any skin care product, the possibility of an allergic reaction or sensitivity is present. For your convenience, a full list of ingredients can be found in the Product Information section of our website. If skin irritation develops, discontinue use and consult a medical professional. Ten Digit Creations is NOT responsible for any injury incurred by use or misuse of any product.
A note about fragrances: Each individual sniffer is different, as is body chemistry. The reaction to fragrances and ingredients will vary from person to person. We cannot issue refunds or offer exchanges for this reason.
Our designer type fragrances are duplicate versions created for us by our fragrance suppliers. While most dupes are very close to the original, please remember that they are not the actual licensed fragrance. We make no guarantees or offer any refunds/exchanges on our designer types. We do offer sample sizes on several products so you can try them before committing to a full size product. The only way to ensure an exact fragrance is to buy it from the original designer. Ten Digit Creations is not affiliated with any designer or manufacturer.
Terms of Service Agreement
Our maximum liability to you is the amount you paid for the product. Your purchase from Ten Digit Creations signifies your acceptance of the above aforementioned information and policies.
At Ten Digit Creations, we will never share your information with anyone. We do not give your name and information to others, nor do we put you on mailing lists, call lists, or email lists. All transactions with us are private, and any information given to us is for the sole purpose of fulfilling your order.
All prices are in USD