Does Demeter Have A Privacy Policy?

We do not sell, trade, or otherwise share your personal information, such as name, email address, physical address, phone numbers, buying history, etc. Your information stays here.

You do not have to worry about receiving unsolicited email from other companies or individuals as a result of shopping, except for tracking information thru UPS.  If you have any questions regarding our privacy practices, please contact us.

We at Demeter take your privacy as seriously as you do.  To help ensure your privacy we use up-to-date encryption technology to keep your personal information as secure as possible.  This includes your billing, credit card, and account information; none of this can be read as it travels through our system.

What Is The Demeter Guarantee?

Each product is protected by a 100%, no questions asked, money back guarantee.

How Do I Return A Product?

Return whatever you are not happy with to Demeter Fragrance Library, 12 North Gate Road, Great Neck NY 11023.  Please include your contact information, order number if available, and  brief note regarding what resolution you would like – a refund, store credit, or if an exchange, what you would like instead.  We do not cover the shipping cost back to us on refunds, returns or exchanges.  We will, however, pay any freight to ship the exchanged product to you.  We will only refund shipping charges if the error was our fault.   All returns more than 60 days old are eligible only to receive store credit.

Where Does Demeter Ship To?

Demeter ships worldwide; anywhere UPS will delivery, at a flat rate.  Regardless of how much product you purchase, your shipping and handling rate will not increase.

What Are The Shipping & Handling Costs?

Regardless of how much product you purchase, your shipping and handling rate will not increase.  Basic shipping & handling costs are:

What Are Your Delivery Times?

DOMESTIC

Delivery times generally vary depending on which UPS shipping zone you reside in.  We ship from Pennsylvania, and average delivery times are as follows, but please realize these are indicators and averages, and will vary with the time of year; and they are no guarantee or assurance that your particular package will arrive at a particular time.  If you require precise delivery, use the expedited shipping options (3rd day, 2nd day, Next Day):


Service Map colors may vary due to differences in hardware and software. This map is a general representation of UPS Ground transit times. For service availability and to calculate the delivery time for a package shipped between a specific origin and destination worldwide, Calculate Time & Cost

Unfortunately, WE CAN NOT GUARANTEE ANY DELIVERY TIMES UNLESS USING EXPEDITED SHIPPING (3RD DAY, 2ND DAY, NEXT DAY).  This is because we are dependent on outside delivery agents such as UPS, who do not guarantee their delivery schedules.  Demeter will never be responsible for any time guarantees in shipping, and we cannot and will not be responsible for any inconvenience or any loss, penalty, or extra charge incurred by our customers should any delivery take longer than anticipated.  Packages that have tracking numbers but have not been received, will be the customer’s responsibility to contact the shipping company and follow their instructions before claims are filed and a reshipment is placed.  That being said, we strive to provide accurate lead times and timely updates should any lead time estimate change.  We VALUE our customers, APPRECIATE their business, and will do EVERYTHING IN OUT POWER TO SERVE YOU WELL.

We mainly will ship UPS, but sometimes orders are shipped using USPS, as in the case that you are shipping to an APO.  We cannot ship to post office box addresses.

How Long Does It Take To Process An Order?

Most orders are processed within ONE BUSINESS DAY of receipt and by default, ship standard delivery.  Actual shipping time is contingent upon availability of merchandise and credit verification.

How Soon Will The Order Ship After It Is Processed?

Most orders are shipped within two (2) business days of receipt.  No orders are shipped on Saturdays or Sundays.  In the event of delays, every effort will be made to contact you by phone, e-mail, or snail-mail.  If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute another item, or cancel your order.

How Quickly Will Expedited (2nd Day, 3rd Day, Next Day) Order Ship?

Orders with expedited shipping will ship the same business day if placed before 10 AM Eastern Time, or the following business day if placed after 10 AM. Eastern Time.  No orders are shipped on Saturdays or Sundays.  In the event of delays, every effort will be made to contact you by phone, e-mail, or snail-mail.  If the delay is due to backorder, you will receive notice and be given the choice to remain on backorder, substitute to another item, or cancel your order.

How Do I Track An Order?

You will receive an email notification with shipper and tracking information once your order is processed and shipped.  If you received an email and have not received your package one week after, please email us to avoid any lost package problems.

Does Demeter Collect Sales Tax?

Demeter only collects sales tax on orders shipped within NY State and PA State.  Please note that Demeter is not responsible for any import duties or other import related charges.  You are advised to consult your local government import office if you have questions.

What Is The Demeter Cancellation Policy?

Once an order has been placed, if you would like to cancel that order, you must send us an email ASAP.  All cancellation requests require that an email be sent to Orders @ DemeterFragrance .com – enter your name, order #, and reason for cancellation.  If your order has not shipped, then you may cancel that order.

What Is Your Policy On Shipments Damaged In Transit?

Inspect your packages thoroughly RIGHT AWAY.  Do not assume the items are undamaged because the box is undamaged.  If you receive your product and it appears to be damaged from the outside or if you discover any damage while the driver is there, REFUSE DELIVERY AND CONTACT US IMMEDIATELY.  If your item was shipped via UPS, call UPS at 800-PICK-UPS to report a damaged item.  (Give them the tracking number.)

If there is internal damage (non-visible, discovered after acceptance of delivery), you must contact us within 48 hours in order for us to be responsible for the damage.  If you contact us within 48 hours, we will file a claim with the shipping company.  At which time you have two options – 1) Return the item to us – Once the item is returned and inspected, we will reship a new, replacement item;  or – 2) You may place a new order through our shopping cart.  We will give you a credit for the damaged item once we either get that damaged item back or it is inspected by the carrier.  If you do not contact us within 48 hours of receiving a damaged item, we cannot file the shipping claim.  In such a case, we will do our best to help you, but you will be responsible for filing the claim with the shipping company.  The odds of getting credit from a freight carrier for concealed freight damage are not very good, so we encourage you to inspect your package thoroughly right away so all problems are avoided.  Products returned as defective which are found not to be defective are subject to a 5% handling charge and you will be responsible for shipping charges.

What Payment Methods Does Demeter Accept?

Orders on our website can be paid with Visa, MasterCard, Discover, & American Express.  (PayPal, coming soon!)

Are We At DemeterFragrance.com Human?

Well, perhaps unfortunately, however – YES!  Please be advised that due to human error, our site may list incorrect pricing.  While we make every effort to ensure these mistakes do not happen, Demeter cannot honor incorrect prices.  In the event an error is found, we will inform the customer BEFORE the order is processed.  At that time, you will have the option to place the order with the correct pricing, or to cancel the order completely.  Pricing errors are a rare event.

What If A Description Or Color On DemeterFragrance.com Is Inaccurate?

While we take measures to ensure that our web site reflects accurate product information and pricing, sometimes an error can appear on the site.  We are not responsible for misrepresentations or errors found on the site.  Additionally, colors often vary depending on monitor settings and screen resolutions, and may not always display accurately on your screen.

Does Demeter Do Testing On Animals?

Demeter does not test on animals.

Are Demeter Products “Natural”?

We subscribe to a philosophy that says our products should be as natural and as sustainable as possible.  That means:

Regarding essential oils, the percentage varies by scent between natural and artificial ingredients, with a bias towards using the highest degree of natural ingredients possible.  For certain things, however, like Vinyl, for example, no natural ingredients are even available.  Our experience is that the binders, emulsifiers, and colorants seem to lead to far more negative reactions than the oils themselves.  We believe this is for two reasons (but please, this is our unsubstantiated opinion, not proven scientific fact):

None, of which, unfortunately, guarantees you, as an individual, will not have a reaction to a particular scent.