Please read our FAQ before sending us a message.

The four elements are required to calculate shipping costs: shipping point and origin, package weight, package dimensions, and expected delivery times. Once your order is ready to ship, we’ll compare shipping rates using a shipping cost calculator and determine the best rate for you. Once this rate is determined, the shipping fee will be added to your invoice.
Available shipping methods include UPS Ground, UPS Next Day Saver, UPS Next Day Air, UPS Worldwide Express, and LTL Freight.

All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Orders received after 3:00 pm EST will be processed the following business day.

Delivery times vary by method, location and by season. Delivery times for UPS Ground shipments range from 1-5 business days based on delivery location.  International shipments can be up to 4 weeks. LTL Freight transit and delivery times vary and can range from three business days up to two weeks depending on logistics.

Privacy Policy

This privacy policy has been compiled to better serve those who are concerned with how their ‘Personally Identifiable Information’ (PII) is being used online. PII, as described in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.

What personal information do we collect from the people that visit our blog, website or app?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information, Professional License Number or other details to help you with your experience.

When do we collect information?

We collect information from you when you register on our site, place an order, subscribe to a newsletter, respond to a survey, fill out a form, use Live Chat, or provide us with feedback on our products or services on our website.

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To improve our website in order to better serve you.
  • To allow us to better service you in responding to your customer service requests.
  • To administer a contest, promotion, survey or other site feature.
  • To quickly process your transactions.
  • To ask for ratings and reviews of services or products
  • To follow up with them after correspondence (live chat, email or phone inquiries)

How do we protect your information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

We use regular Malware Scanning.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.

All transactions are processed through a gateway provider and are not stored or processed on our servers.

After we receive your online wholesale order, we’ll enter the order internally and you’ll receive a confirmation Sales Order email. When you receive this email confirmation, please look over the order for accuracy. If there is an issue with the order, please email or call us immediately so we can update the order. If we do receive a response with order updates, we will assume the order is finalized and it will be processed.

Accounts that are approved for credit/terms

Once the order is ready to ship, we’ll determine the shipping fee and add it to your final invoice, which will be included in the shipment as well as emailed.

A final invoice will be included in your shipment and emailed. 

Returns & Exchanges

What is your return policy?

  • Return any product* (see exceptions below) in new, unopened condition and appropriate for resale within 15 days of purchase for a prompt refund.
  • After 15 days, return any product* in new, unopened condition and appropriate for resale for a refund, less a 20% restocking fee.
  • Items returned to Makes Scents Hospitality after 30 days will not be accepted for return or returned to you.

How do I return something to Makes Scents Hospitality?

To help ensure the timely processing of returns, all returns require a Return Merchandise Authorization (RMA) number. You can receive your RMA number by contacting a customer service representative at 717-824-3094 or by emailing

Upon receiving your submitted form, you will be informed by email if for any reason your item is non-returnable, non-refundable, or if restocking fees apply. Your RMA confirmation email will include instructions for shipping your return to Universal Companies. Original shipping charges are non-refundable and return shipping charges are the responsibility of the customer.

Returns will be credited based on the condition of the item and/or the conditions of the return request form. Please allow 14 days for credit to be processed and issued once returned items are received.

Here are 4 easy steps to returning your product:

  • Inspect your return: Make sure that all items are un-opened and in the original packaging. All pieces, parts, printed materials, and accessories must be included for the return. If your return has been opened or is not in the original packaging contact customer service at 717-824-3094.
  • Include a copy of your invoice or packing list in the return. This expedites the return process. If you do not have a copy of your invoice or packing list contact customer service at 717-824-3094. Include RMA number.
  • Package your return to ensure no damage upon return shipment. If items are received damaged there will be no credit issued.
  • Returns should be addressed to:

Makes Scents Hospitality
100 West Walnut St
Lancaster, PA 17603
Attn: Returns Department
NOTE: Return shipping charges are the responsibility of the customer.

Something’s missing from my order. What should I do?

Please notify Makes Scents Hospitality of any missing items within 72 hours of delivery for a replacement. Click the “Get Started” button and complete the form to initiate a replacement for your missing items. Upon receiving your submitted form, you will be informed by email once your replacement order has been placed.

Non-Returnable Items?

The following items are non-returnable at any time: training manuals, HAZMAT items, custom orders such as tables, bolsters, or anything requiring a color selection, items that ship directly from the vendor, and any item, including equipment, without an an RMA number from our Customer Service Department.

How long will it take to get my refund?

Please allow 14 days for credit to be processed and issued once returned items are received and inspected.

What if my shipment is damaged?

Please thoroughly inspect shipments, noting damage to cartons on the freight bill. Makes Scents Hospitality will not be responsible unless noted at delivery. Please keep all packing materials until items have been fully inspected. Please notify Makes Scents Hospitality within 72 hours of delivery for a replacement by clicking the “Get Started Here” button and uploading images of your damaged shipment.

Issue with your order? Get Started Here!