Scentbird Customer Service

Customer Support:

Contact us at: support@scentbird.com or visit our Help Center for quick answers to common questions:

https://scentbird.kustomer.help

Most Common Questions

How do I use my spray case?

We’ve updated our spray case design over time, so you might have one of two versions—but don’t worry, both work almost the same way.

Opening the case:

• Two-piece version: If your case comes apart completely, just pull the two halves apart to remove the vial.
• Hinged version: If your case stays connected at the bottom, it’s our newer design. Simply pull the top and bottom apart gently—the hinge at the bottom keeps the two sides attached.

Using your fragrance: 

To spray, twist the cap of the vial to the left to unlock it. Twist it back to the right to lock and prevent leaks. Not sure which way to turn? There’s a small sticker on your case showing which direction locks and unlocks the nozzle

That’s it—you’re good to go!

What is Scentbird?

Scentbird is the perfect way to explore new fragrances without committing to a full-size bottle. As we like to say, “Date before you marry!” Each month, we deliver a 30-day supply (0.27 oz / 8ml) of an authentic designer or niche fragrance of your choice straight to your mailbox. Our vials provide approximately 135+ sprays, which is enough for about 4-5 sprays daily for 30 days. Plus, your first shipment comes with a sleek, reusable case at no extra charge.

But that’s not all…

We’re constantly expanding our offerings. At Scentbird, you’re not limited to just fragrances–you can also choose from a variety of full-size makeup and skincare products as your monthly selection. Make sure to check out all the options next time you log in!

What happens if my queue is empty?

Didn’t know what to pick this month? No problem—we’ve got you covered! Each month, our fragrance experts choose a featured Fragrance of the Month (one perfume and one cologne). If your queue is empty when your order is processed, we’ll automatically send you that month’s selection.

On multi-piece plans, if your queue doesn’t have enough items, you’ll receive the Fragrance of the Month plus a surprise scent.

While we’re big fans of the fragrances we spotlight, they might not always match your scent profile. If you’d rather choose your own scent(s), be sure to add items to your queue:

• New subscribers: within 12 hours of subscribing
• Recurring subscribers: two (2) days before your scheduled billing date by 11:59 PM ET

What if my chosen fragrance is unavailable? If an item in your queue is out of stock when your order begins processing, we’ll automatically move to the next available fragrance in your queue. The unavailable item will stay in your queue (unless you remove it) and ship in a future month once restocked.

💡Pro tip: To avoid surprises and stay in control of what you receive, we recommend keeping at least 4-5 backup fragrances in your queue at all times.

“Have questions about how the service works? Feel free to reach out — or explore our perfume subscription to learn everything about how Scentbird works, what’s included, and how to get started.”

How do I cancel my subscription?

All of our subscription plans automatically renew—except for gift subscriptions. To avoid being charged, make sure to cancel at least one day before your next billing date, which you can find by logging into your Scentbird account here.

If you cancel after your billing date, you won’t be charged again, but your current order will still be processed.

To cancel on the Scentbird mobile app, go to Account ⇢ Manage Subscription ⇢ Cancel Subscription and follow the prompts. Once completed, you’ll receive an email confirming your subscription’s cancellation. If you’re not using the mobile app, please contact us for help canceling. 

Note: 3-, 6-, or 12-month term plans cannot be canceled mid-term. If you’d like to downgrade or stop automatic renewal, just contact our Customer Experience team—we’re happy to help!

Where can I find my billing date?

Your billing date may be viewed on our website by clicking your initials in the upper right-hand corner ⇢ Manage Subscription. On the left-hand side of the screen under your name is where you will find your next scheduled billing date.

If you’re using our mobile app, click the Account icon in the lower-right hand corner ⇢ Manage Subscription. Just make sure that you’re logged into your subscribed account!

When can I expect to be billed for my subscription?

All Scentbird subscription plans renew automatically at the end of each billing cycle, with the exception of gift subscriptions. We offer subscriptions on a month-to-month or multi-month basis for 3, 6, and 12 months at a time. Please note that all subscription changes are billed immediately.

Upcharges for Premium items are charged at billing during the month that you’ve opted to receive that Premium item.

Month-to-Month Plans:

Your first month is billed immediately upon subscribing. For every month after that, we’ll collect payment for that month’s order on your scheduled billing date. If successful, we begin to prep your order and have it out the door on its way to you within five (5) business days.

Multi-Month Plans:

Multi-month plans are billed upfront for the length of the subscription (3, 6, or 12 months). You won’t see any subscription charges until your renewal date, though you may still see charges if you’ve opted for a Case Subscription or Premium item.

If payment is unsuccessful on your renewal date, we’ll notify you by email and make a few more attempts throughout the month so that you don’t miss out. Please note that we don’t begin prepping your order for shipment until billing occurs, so if payment is received after your scheduled billing date, you can expect your order to be on its way to you a bit later than usual for that month.

To view your next scheduled billing date, navigate to your Manage Subscription page.

Something in my order was damaged or missing. How can I get help?

We’re so sorry there’s an issue with your order – we want to make it right as quickly as possible.

If you received a fragrance that is broken, leaking, not spraying properly, or arrived damaged in any way, please reach out to our Customer Experience team within 30 days of delivery so we can help resolve it for you.

If your order is missing an item, let us know right away so we can investigate and make sure you receive what you ordered.

Please note that a small tolerance space (usually between 3-5%) is left in all fragrance vials to comply with shipping guidelines. This space is normal, and each vial still contains about 135 sprays as promised. However, if your vial appears significantly underfilled or has leaked, we definitely want to know. 

👉 How to contact us:
Contact us here and our team will be happy to help.

📸 Helpful tip:
If your product is damaged, leaking, or malfunctioning, please attach a clear photo when you reach out. This helps us assist you as quickly as possible.

Thank you for your understanding – we’re here to make sure you always enjoy your scents without any hassle.

I haven’t received my Scentbird order yet. When will it be in my mailbox?

We’re excited for your order to arrive! Here’s what to expect based on the type of purchase you made.

📦 Subscription Orders
Due to high volume, new and existing subscribers may experience an additional 3 days of processing time.

Shipping and Tracking:
Once your order leaves our fulfillment center, you’ll get an email with tracking details. It may take up to 48 hours for tracking info to become active.

Tracking details for all of your shipments is accessible on our website here. If you’re using our mobile app, select the Account icon in the lower right-hand corner ⇢ Order Tracking & History.

First Month:
Your first Scentbird shipment will ship within 5 business days of subscribing. Be sure to add your first fragrance to your queue within 12 hours of subscribing to avoid delays.

After the First Month:
For ongoing subscribers, orders typically leave our fulfillment center within 5 business days after your billing date.

🛍 One-Time Orders (eCommerce)
This includes full-size fragrances, gift sets, and other one-time purchases.

Orders usually ship within 5 to 7 business days after purchase. To track your one-time order on our website, log into your Scentbird account ⇢ click your initials in the upper right-hand corner ⇢ click Order Tracking & History ⇢ select Orders tab. If you’re using our mobile app, tap Account ⇢ Order Tracking & History ⇢ tap the Orders tab. You can click on your order to view real-time tracking updates and carrier history.

If your tracking hasn’t updated in several days or it’s been longer than expected, reach out to our Customer Experience team by selecting the widget in the lower right-hand corner of the screen. We’re here to help!

Please note that fragrances are classified as Hazardous Materials and must ship via ground transportation, which may take a bit longer than standard shipping.