Support & FAQ: The Lab Protocol
The quality of our products and how we operate as a business is important to us. If you have any questions you should find help in here.
Are your fragrances authentic?
Absolutely. Authenticity is our primary metric. We source exclusively through vetted partners and authorized distributors. Every bottle dispatched from the Lab is guaranteed 100% genuine and remains in its original manufacturer packaging.
What is the return policy?
We offer a 30-day window for returns on unopened and unused items. Due to the volatile nature of luxury scents and hygiene standards, we cannot accept returns on bottles that have been opened or sprayed. For the full protocol, visit our Returns & Refunds Page.
Do you ship to my state?
We currently ship to the 48 contiguous United States. Due to federal safety regulations regarding the high alcohol content of luxury fragrances (Class 3 Flammable Liquids), we utilize ground-based transit and cannot ship to AK, HI, or APO/FPO addresses at this time
How long does shipping take?
Most orders are processed within 1–2 business days. Once dispatched via our ground network, delivery typically takes 2–5 business days. You can view the full timeline on our Shipping Policy Page.
Why was my order shipped via Ground?
To ensure the integrity of the scent molecules and comply with Department of Transportation safety standards for flammable liquids, premium fragrances must travel via ground. It’s the safest way to ensure your bottle arrives in perfect condition.
I’m looking for a specific batch or vintage. Can you help?
While we stock the most current formulations provided by the perfume houses, our specialists can sometimes assist in identifying specific batch nuances. Contact our support team with your specific inquiry.
Is my shipping free?
Yes, we provide complimentary Standard Ground Shipping on all orders over $75. For orders below this threshold, a flat-rate fee is calculated at checkout.
What should I do if my bottle arrives damaged?
While we use laboratory-grade protective packaging, accidents can happen. If your order arrives leaking or broken, please email support@prettysmellslab.com within 48 hours with photos of the packaging and the product. We will prioritize a replacement or refund.
Can I change my shipping address after ordering?
To maintain security and prevent fraud, we can only ship to the address provided at checkout. If you notice an error immediately, contact us, and we will attempt to intercept the order before it hits our logistics network.
Do you offer samples or decants?
At this time, we only sell full-sized, factory-sealed bottles. This ensures that the fragrance you receive has never been exposed to air or light until the moment you open it.
Still not found the answers you are looking for?
You will be able to reach is on our contact page