FREQUENTLY ASKED QUESTIONS

## LOGISTICS & DELIVERY

How much does shipping cost? Cruzeno provides Complimentary Standard Shipping worldwide. We absorb all base transit, logistics, and courier costs globally so you can focus entirely on curating your drive.

How long will it take for my order to arrive?

Digital Products: Delivered instantly. Your download links will render on the order confirmation screen and land in your inbox within 15 minutes of purchase clearance.
Physical Collections (US Mainland): 2 – 5 business days.
AK, HI, PR & US Territories: Please allow an additional 7 – 12 business days beyond our standard timeline due to extended transit routing.
International (UK, EU, CA, AU, NZ): 10 – 30 business days.

## TAXES, DUTIES & TARIFFS

Will I have to pay international customs fees upon delivery? Never. For our international drivers (UK, EU, CA, AU, NZ), all localized value-added taxes (VAT), goods and services taxes (GST), and custom tariffs are calculated and integrated directly into our storefront prices. Orders are dispatched via a Delivered Duty Paid (DDP) framework. You will never receive an unexpected customs invoice or courier clearance fee at your door.

Why is tax added at checkout for US orders? For the United States, sales tax is calculated dynamically at the final checkout panel based strictly on your specific state, county, and local zip code jurisdictions to align with domestic tax statutes.

## RETURNS, REFUNDS & MISPRINTS

What is your return policy? Because our digital goods are issued instantly and our physical accessories are custom-printed entirely on demand, all sales are strictly final. We do not accept returns, exchanges, or refunds for change of mind, buyer's remorse, or incorrect scent selections.

What happens if my digital file is corrupted or lost? If a digital asset arrives corrupted or non-functional, email support@cruzeno.com within 7 days of purchase and we will replace the file immediately. If your download link simply expires or gets lost in your inbox filter, message us with your order number and we will dispatch a fresh access link at zero charge.

What if my physical item arrives broken or misprinted? We enforce a rigorous 4-Stage Quality Control Protocol prior to carrier dispatch. However, if a piece arrives physically compromised or exhibits a clear manufacturing print defect:

Contact us at support@cruzeno.com within 14 days of the carrier delivery timestamp.
Provide your original order number alongside clear, high-resolution photographic evidence of the damage or defect.
Once validated by our concierge team, a complimentary replacement will be expedited to your grid immediately. Do not attempt to ship items back to our production facilities.

## PRODUCT USE & DISCLAIMERS

How long do the physical fragrance profiles last? Scent throw, intensity, and evaporation timelines are highly dependent on your specific cabin environment. Factors like extreme interior heat, direct sunlight exposure, window tinting, and seasonal airflow will naturally alter how long a fragrance profile remains active.

Are there specific instructions for hanging my air freshener? Yes. Cruzeno luxury hanging tags are engineered exclusively to hang freely from your rearview mirror or a dedicated vehicle accessory hook. The hanging tag must never come into direct, resting contact with vehicle plastics, vinyl surfaces, leather trim, or delicate upholstery. Cruzeno accepts zero legal liability for any interior material discoloration, warping, or oil transfer damage resulting from improper product placement or placement negligence.

## AUTOPILOT SUBSCRIPTIONS

Can I stack a bundle discount with my subscription? To protect our curated margins, bulk bundle discount tiers (Duo and Trio packs) apply exclusively to one-time physical purchases. Our Autopilot subscription program is structured for single-item continuous rotations, ensuring you get fresh fragrance delivered precisely on your schedule.

How do I pause, cancel, or modify my subscription? You retain total control over your environment. You can skip a delivery cycle, swap your upcoming fragrance variants, or pause your continuous rotation at any time through your customer portal dashboard.

Important Notice: To prevent production waste, any cancellations or profile modifications must be submitted at least 48 hours prior to your next scheduled billing date. Once an order triggers its successful billing charge, it enters our automated custom-printing pipeline and can no longer be altered, cancelled, or refunded for that cycle.