CUSTOMER SERVICE


  • Introduction
  • How to shop online
  • Item Availability
  • Payment Methods
  • Sales Tax
  • Privacy Policy
  • Shipping & Handling
  • International Shipping
  • FAQ
  • Subscribers
  • Returns, Refunds & Exchanges
  • Insider Membership Club
  • Gifts
  • Contact Us


  • Introduction

    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
    Email: contactus@bondno9.com

    We look forward to having you as a long time customer and hope you will continue to enjoy our New York City scents.

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    How To Shop Online

    1. Using the shopping cart

    • To add items to your cart, select the size and quantity of the item you wish to purchase on the product detail page, then click "Add to cart."
    • You may also change the quantity of the item you wish to purchase in the shopping cart by selecting a number from the drop down menu and clicking "Update."
    • To begin the ordering process, click "Checkout" at the bottom of the page.

    2. Shipping address

    • Enter the city, state, and zip code information for where you would like your order to be shipped. Note: Please spell out the city name as abbreviations and misspellings can result in errors.
    • If the address you have entered is the same as the credit card billing address, please check the box labeled "My shipping address is the same as my billing address above."
    • If you are sending a gift, please fill out the recipient's shipping address. Please view the Gifts section in Customer Service for further information.

    3. Shipping Options

    • After entering the shipping address, you may select the shipping method for your order. Charges will be applied depending on the shipping method selected.
    • If your order requires any special shipping instructions, please let us know in the "Shipping notes" comment box provided. Note: If you are sending a gift card, you may also specify a message for the card in the comment box.

    4. Gift wrapping

    • If you would like your purchase gift wrapped, please check the box labeled "Would you like to gift wrap this order?"
    • We recommend placing separate orders if you do not want all of the items in your order gift wrapped.
    • After checking the gift wrapping option, a comment box will appear in which you can specify a message to be included in the gift package.

    5. Billing and Payment

    • Enter your credit card type, number, expiration date, and verification code (the three digits on the back of your card).
    • If you are enrolled in the Verified by Visa or MasterCard SecureCode payer authentication programs, your card issuer may prompt you for your payer authentication password to complete your purchase.
    • Once your order is submitted, an order confirmation page and order number will appear on your screen.
    • You will receive a confirmation e-mail when your transaction is accepted.
    • You will receive an additional e-mail when your order has been shipped with your UPS tracking number.
    • Please keep all transaction emails for your records.

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    Item Availability

    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.

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    Payment Methods

    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.

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    Sales Tax

    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.

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    Privacy Policy

    Protecting your privacy is very important to us. Please read our Privacy Policy.

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    Shipping & Handling

    Domestic shipping options

    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.

    Shipping to P.O. Box addresses

    Bond No. 9 does not ship to P.O. Boxes at this time. We apologize for any inconvenience this may cause.

    Signature required to ensure package delivery

    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.

    Shipping schedule

    All orders are usually processed within 5-7 business days (excluding holidays). Orders will be shipped once fully processed.

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    International Shipping

    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.

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    FAQ

    Can I return purchases made online at a Bond No. 9 boutique?

    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.

    I'm unsatisfied with a purchase I made at a location other than a Bond No. 9 boutique. What should I do?

    If you are unsatisfied with an item purchased from a Bond No. 9 retailer or a participating Saks Fifth Avenue location, we suggest that you contact the retailer from who you purchased the item. If they refuse to assist, please have the manager contact us immediately.

    Please note: If this purchase was made in-store at one of our New York City boutiques, please call our toll free number at 1.877.273.3369, where a trained representative will direct you further.

    Can items purchased in Bond No. 9 boutique be returned to any boutique location?

    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.

    My merchandise was damaged when I received it - can I get a shipping refund?

    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).

    How do I know which fragrances are for men and which are for women?

    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 contactus@bondno9.com or call our toll free number at 1.877.273.3369, where a trained sales representative will assist you further.

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    Subscribers

    Update contact information

    If you wish to change or update your customer information–name, address, etc.–please send us an e-mail at contactus@bondno9.com. Your information should be updated within the next 3 business days.

    Unsubscribe from our Insider Membership Club

    To unsubscribe from our Insider Membership Club, simply email us at contactus@bondno9.com 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.

    Unsubscribe from our email newsletter

    To unsubscribe from our email newsletters, please click the "Unsubscribe" button at the bottom of your most recent newsletter.

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    Returns, Refunds & Exchanges

    Returns & Exchanges

    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.

    Conditions for Refund

    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.

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    Insider Membership Club

    What is the Insider Membership Club?

    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.

    How do I join the Insider Membership Club?

    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.

    I sent in multiple postcards and haven't received any samples. What's going on?

    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 contactus@bondno9.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.

    I'm part of the Insider Membership club - where is my deluxe sample?

    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.

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    Gifts

    Gift wrapping

    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.

    Gift cards

    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.

    Gift receipts

    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.

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    Contact Us

    Customer Service: 1.877.273.3369
    Email: contactus@bondno9.com

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