Service Policies

  • Booking

    • First appointment must be booked at whitmarkco.com.
    • For your first appointment, payment is collected at time of booking; your appointment is not confirmed until payment is made.
    • For returning clients, a card remains on file for all appointments. You always have the option to pay in full when scheduling but it is not required.

  • Cancellation, Rescheduling and Tardiness

    • 48 hours cancellation / reschedule notice is required (regardless of client status) in writing to connect@whitmarkco.com.
    • First time clients are required to pay in full: In the event you do not cancel in 48 hours, the balance can be transferred to another appointment, but there are no refunds.
    • No-Shows without communication will not be able to reschedule or transfer their balance to a new appointment. You will forfeit the fee in full.
    • Existing clients will have their card on file charged a 50% fee for a missed service.
    • We reserve the right to refuse future appointments if there are repeated no-shows and late appointments on your account.
    • If you are going to be late, please communicate that ASAP.
    • If you are more than 15 minutes late without communication, we will consider that is no-show and will adhere to our cancellation fee policy.

  • Pre-Appointment Requirements

    • Please complete any pre-session paperwork that is emailed to you before you arrive at the session. We ask that is complete at least 24 hours before, so we can be prepared.
    • Please arrive approximately 10 minutes before your session.
    • Do not enter the studio room or knock on the door if the “In-Session” sign is hanging on the door.

Product Policies

  • Shipping Policy

    All of our products are shipped within 5-7 days of purchase. Once the order is shipped you will receive the respective tracking number. We try our best to get the orders out as fast as possible, but appreciate your patience!

  • Return Policy

    All of our products are final sale and are not returnable. Should your order be damaged in transit, we will issue a store credit only.

  • Damaged In Transit

    All of our products are final sale and are not returnable. Should your order be damaged in transit, we will issue a store credit or an exact exchange. We will ask that you submit a picture to customer service so we can use that for the USPS insurance process. We will ship your replacement order once that is received.

Wholesale Policies

  • Standard Time Frame

    All wholesale orders require a minimum of 4 weeks, unless otherwise agreed upon in your individual contract.

    Custom orders, Non-Whitmark Branded orders must go through a discovery process to get started. This takes 1-2 hours and serves as a kick off to establish the intentions of the products requested.

  • Payment Policy

    • For Non-Whitmark Brand Wholesale orders, a one time set up fee is assessed at $100 on the initial invoice.
    • Scents are to be determined and signed off on during initial discovery meeting. Changes in scents after this deadline will come with a $50 change fee.
    • A 50% deposit is required before curation begins, once the payment is received the project shall begin creation.
    • The final 50% of the contract is due upon delivery, which is outlined in your individual contract.
    • A delivery fee is determined and listed in your individual contract.
    • If any invoice is not paid when due, interest will be added to and payable on all overdue amounts at 10 percent each month unpaid.

  • Return Policy

    All of our wholesale orders are custom and final sale and full details are reflected in your individual contract for your review.