Welcome to our Customer Service section, and thank you for your interest in Bond No. 9 New York, the first New York scent ever made. We love to receive feedback from our valued customers and are thrilled that you have taken the time to visit us at www.bondno9.com.
Please don't hesitate to contact us at any time if you need further assistance.
Customer Service: 1.877.273.3369
We look forward to having you as a long time customer and hope you will continue to enjoy our New York City scents.
We make every attempt to keep sufficient stock of items listed on our site, but occasionally we do sell out of certain products. Feel free to contact us at any time to find out product availability dates.
We accept Visa, MasterCard, American Express, and Discover Cards. We do not accept cash or checks as a form of payment online. At this time we do not accept Bond No. 9 Gift Cards online. We apologize for any inconvenience this may cause.
The sales tax rate and imposition is determined by the exact location the merchandise is being shipped to, the quantity and weight of the ordered product(s), and the UPS service chosen at the time of checkout.
United Parcel Service (UPS) 1x7 lbs:
UPS Free Ground Shipping - $0.00
UPS Ground - $15.00
UPS 3 Day Select - $30.00
UPS 2nd Day Air - $40.00
UPS Next Day Air - $60.00
Please note: shipping prices may vary according to the weight of the purchase.
Bond No. 9 does not ship to P.O. Boxes at this time. We apologize for any inconvenience this may cause.
In order to ensure your package is delivered safely and correctly, a signature may be required upon delivery unless otherwise specified in the "Comment" section of the Shipping Options page before checkout.
All orders are usually processed within 5-7 business days (excluding holidays). Orders will be shipped once fully processed.
Bondno9.com ships international via PayPal. Flat rate shipping costs are $150.00 USD and are subject to change based on quantity orders.
Please note that customers are liable for import tax based on the country of import.
We're sorry, but online purchases may not be returned or exchanged at Bond No. 9 boutiques, Bond No. 9 counters in participating Saks Fifth Avenue stores or any additional Bond No. 9 retailers. Please refer to the Returns & Exchanges section for detailed instructions on how to mail in your return.
Yes, Bond No. 9 items purchased at one of our four New York City boutiques can be given store credit/exchanged (No Refunds) to any of our New York City boutiques. If the product was purchased from one of our Bond No. 9 counters at a participating Saks Fifth Avenue retailer, that product must be returned to Saks Fifth Avenue. Bond No. 9 boutiques will not accept items purchased from Saks Fifth Avenue.
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at 1.877.273.3369.
Please provide the order number along with your full name and email address for fastest service. To assure prompt resolution, please retain the shipping box, packing materials, and the damaged items for inspection by the carrier. Shipping charges are non-refundable; however, your replacement item(s) will be shipped to you free of charge upon receipt of the damaged item(s).
All Bond No. 9 fragrances are considered to be unisex. For questions or advice on which scent(s) would suit you best, please email us at firstname.lastname@example.org or call our toll free number at 1.877.273.3369, where a trained sales representative will assist you further.
If you wish to change or update your customer information–name, address, etc.–please send us an e-mail at email@example.com. Your information should be updated within the next 3 business days.
To unsubscribe from our Insider Membership Club, simply email us at firstname.lastname@example.org or call our toll free number at 1.877.273.3369. Specify the club you wish to be removed from, and include full name, address, and contact information so that we may remove you promptly and accurately.
To unsubscribe from our email newsletters, please click the "Unsubscribe" button at the bottom of your most recent newsletter.
If you are unsatisfied with your order in any way, Bond No. 9 will be happy to accept a return or exchange of any item purchased on our website. Please read the following return/exchange instructions:
1. Please fill out the Customer Return/Exchange Form provided in your original shipment in its entirety and include it with the returned merchandise, along with your online order receipt.
2. Make a copy of the completed form and receipt for your records.
3. Affix the pre-addressed return shipping label included with each shipment onto the package, or address the package to:
Bond No. 9 New York
ATTN: Online Returns/Exchanges
9 Bond Street
New York, NY 10012
4. Bond No. 9 recommends shipping returned merchandise via UPS or insured Parcel Post for tracking purposes and to ensure timely delivery. Bond No. 9 will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled. A pick-up fee might apply to returns of large and/or heavy items.
Returns will be processed within 5-7 business days of receipt.
Shipping costs are not subject to refund.
Please note that new orders are subject to availability in stock.
Your exchanged item will be sent to you via UPS ground at no additional cost.
Package(s) must be returned in its original condition, within 30 days of delivery, with original online order receipt.
Returned package(s) must include the Customer Return/Exchange Form, filled out in its entirety.
We will not accept merchandise that has been used, altered or damaged.
Refunds may only be issued in the same form as was used for payment.
We regret to inform you that return shipping costs are not subject to refund.
Bond No. 9 reserves the right to refuse refund of any merchandise that does not meet the above requirements.
We invite every proud owner of a Bond No. 9 product to join our Insider Membership Club. Membership involves no obligations, though we are keen to hear your feedback and ideas.
As a member of the Insider Membership Club:
1. You'll be the very first to receive deluxe sample sizes of our newest scents, even before they officially debut.
2. Scent surprises will be mailed to you on a regular basis.
3. Your phone and e-mail orders and requests will receive priority attention.
To enroll in our Insider Membership Club:
By mail: Customers must fill out and send back the postcard that comes inside any 100ml or 50ml fragrance box.
Due to postal mail loss, illegible address information, incorrect ownership, etc., not all postcards always get to their destination. For this we apologize and ask that you email us at email@example.com, providing us with your full name, current/preferred mailing information, date of last purchase, and location where purchase was made. We will verify your membership entry and enter you into our Insider Membership Club upon verification.
Please Note: This offer does not apply to those outside of the US. Due to International shipping rules and regulations, the small size of samples does not constitute as a valid or sufficient package quantity for overseas shipment.
Our samples are sent on a rotating schedule, which means due to the high traffic volume of cards received, we divide our database into sections and rotate the samples sent out. This has to be done due to the fact that our samples are hand poured and hand packaged, and are quite time-consuming to produce. Being part of our sample mailing all depends on the timing of Bond No. 9 Club post card submissions. However, all our database members do receive samples on a scheduled basis and will in the future. We issue approximately two samplings a year.
All online orders chosen to be gift wrapped arrive beautifully packaged in elegant white gift paper and tied with Bond No. 9's signature white ribbon with gold inlay. Gift wrapping charges are $7.50 per item. Please be sure to select the "Gift Wrapping" option during checkout. You may add a message to be included in your gift package in the "Gift Message" comment box.
If you are sending a gift, you may choose to include a gift card on which we will carefully print your personal message. You may specify a message for the gift card in the "Shipping Notes" comment box during checkout.
We will also include a gift receipt for the recipient, which displays product and company information, and no pricing information.
These services can be performed on any Bond No. 9 product ordered from our website.
Customer Service: 1.877.273.3369