Customer Service
Frequently Asked Questions
Select a Question/Topic below to get help.
If you can't find an answer to your question, contact us for additional assistance.
Why did I receive a product label that looks different from what is pictured on Caldrea.com?
We are currently in the process of transitioning to new labels across our portfolio. However, don't worry, the signature scents and products you've fallen in love with aren't changing. While we transition you may still receive product with the previous labels, but rest assured that you're receiving the same quality of Caldrea products you know and love either way.
ORDER INFORMATION
When will my credit card be charged?
Your card will be charged as soon as your order is accepted in our system.
How will the charge appear on my credit card?
The charge will appear on your credit card as: " SCJ *Caldrea"
We are required to collect sales tax according to the applicable state law where your order is shipped.
Where can I find a copy of my order?
You will receive an email confirmation when your order is received. You can also retrieve a copy of your order at any time by logging in to My Account and clicking Order History. If you checked out as a guest and would like a copy of your order, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST.
What address should I enter in the billing information screen?
For credit card verification, you must enter the address exactly as it appears on your credit card statement.
Should I put spaces or dashes in the credit card number?
No, your card number should be entered as a continuous string of numbers.
Why are you not accepting my credit card?
There are many reasons for a failed credit card transaction. Your card information may have been entered wrong, the card may have expired, reached its limit, or a malfunction may have occurred with the credit card processing system. Please double check your information. If you continue to have problems, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST. Please provide them with any error messages you may have received.
My coupon code isn't working, what should I do?
If the coupon code you've entered cannot be applied to your order, please check that the code was entered correctly and that your order has qualified for the promotion. Coupon codes are not case sensitive and will never contain spaces. Also, be sure to click the apply button after adding the coupon code to your cart. Coupon codes must be applied to your order at checkout to qualify for a promotion; promotional discounts cannot be applied once the order is submitted. If you are still having difficulty, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST.
You can shop by fragrance or by product. To start a new order, simply add the items that you would like to purchase to your cart. Please note, items will remain in your cart for 30 days, until you remove them, or until you clear your browser cache.
We currently only ship to U.S. states (including Alaska and Hawaii) and territories (including Puerto Rico). Unfortunately, we cannot ship orders to other countries, including Canada, at this time.
SHIPPING INFORMATION
You will receive an email confirmation when your order is shipped. You can also check the shipment status of your order at any time by logging in to My Account and clicking Order History. If you checked out as a guest and would like to confirm the shipment status of your order, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST.
How long will it take for my order to arrive?
Most orders are processed and shipped within 48 hours of order placement, but during high demand times it can be considerably longer, so we always send an email confirmation with a tracking number when your order ships. Upon shipment, orders shipping FedEx Ground will generally arrive within 1-5 business days dependent on delivery location.
When do I need to have my order placed for expedited shipping?
Next Day Air and 2nd-Day Air orders must be received by 1 PM CST to be shipped out the same day.
How do I access my tracking information?
You will receive an email confirmation when your order is shipped, including tracking information. You can also track your order at any time by logging in to My Account and clicking Order History. If your order status is Shipped, click on Track This Item under the item description to retrieve your tracking number. If you checked out as a guest and would like a copy of your tracking information, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST.
Can I change my shipping address?
Because we start processing your order as soon as it is submitted, we cannot edit the shipping address on an existing order after it is submitted. For future orders, you can change the shipping addresses associated with your account at any time by selecting the Login link in the upper right corner of the website or the My Account link in the website footer, and then selecting Manage Addresses from the menu on the left of the page.
How do you calculate shipping charges?
There is a standard flat rate cost for each shipping method, regardless of the weight or size of your order.
RETURNS & CANCELLATIONS
What is your refund and return policy?
If you are dissatisfied with your purchase for any reason, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST and we’ll make it right.
When will the credit appear on my credit card?
You will receive an email confirmation when your refund has been processed and the credit has been applied to your credit card. Please note, it may take up to 10 business days for the credit to appear on your credit card.
How do I cancel or edit my order?
Because we start processing your order as soon as it is submitted, we cannot cancel or edit your order after it is submitted. If you still have concerns, please contact Customer Service at 877-865-1508, Monday through Friday, 8 AM-5 PM CST and we’ll make it right.
Unfortunately, from time-to-time we have to cancel an order or a portion of an order due to product being unavailable or out-of-stock at the time of shipment. Your order may also be cancelled if the shipping carrier was unable to complete the delivery or the shipment was damaged in transit. If your order is cancelled, you will receive an email confirmation and a full refund (including shipping and handling fees) will automatically be processed for the portion of the order that was cancelled. Please note, it may take up to 10 business days for the refund credit to appear on your credit card.