Frequently Asked Questions
Orders, Delivery, Returns, Cancellation
I placed an order, but haven’t received an email confirmation?
Be sure to check your spam folder first. If you still cannot find the order confirmation email, please contact our customer service at firstname.lastname@example.org and include the following information: full name, phone number and email address used to place the order. We will get back to you within 24 to 48 hours.
How long does it take to process my order?
Your order will be processed within 1 to 2 business days from the order date. All orders may be subject to an additional processing time for security reasons, or during holidays and seasonalities.
When will I receive my order?
Delivery times will vary based on the shipping method selected at checkout. Delivery timeframes provided by shipping carriers are estimates and may vary based on your location, customs inspection and weather conditions.
Will I be charged duties and taxes if I order outside of the United States?
Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the order. Scentiment is not responsible for these fees and we do not offer reimbursements or refunds for these fees.
I forgot to apply my discount code, can I apply it after I place the order?
Contact us at email@example.com with your order number and your discount code as soon as possible and we'll do our best to take care of it.
My tracking status says delivered, but I never received my order?
Please start by checking all areas where the package may have been delivered. such as the front door, porch, lobby, mailbox, or any nearby areas. Sometimes couriers will drop off packages in areas that aren’t visible to protect your parcel. If you live in an apartment, please check all package holding areas, parcel lockers, or lobby where couriers typically drop packages off. Still haven’t found your package? Contact us at firstname.lastname@example.org with your order number and shipping address.
My tracking number isn’t working or hasn’t updated?
If your tracking number shows no status, it’s likely that the order has just been processed at our warehouse and awaiting pickup. Most tracking numbers begin updating within 24 hours, but in some cases may take 72 hours if processed on Friday. If after waiting 72 hours and your tracking status hasn't updated, please contact us at email@example.com with your order number and tracking number.
Damaged, defective or wrong items shipped?
We're sorry for the inconvenience but rest assured we will take care of it immediately and make it right. Contact us via email at firstname.lastname@example.org and include the following information:
- Your order number
- A brief description of the problem
- Photos or documentation to support your claim
I’m missing an item from my order?
Please make sure that all items were shipped in one shipment. In some instances we may ship your order separately. You can refer back to the shipping confirmation email to see the items shipped and their respective tracking number. If all items show that they were shipped, please email us at email@example.com for further assistance.
Can I cancel my order or modify my order?
Contact us at firstname.lastname@example.org with your order number and we'll do our best to accommodate your request. Unfortunately, once an order has left our warehouse, we will not be able to cancel or modify your order.
My purchase was declined, but the amount reflects on my card?
If your purchase was declined for any reason at checkout an authorization for the amount may appear on your card. Authorizations typically reflect as a pending charge and fall off within 2 to 4 business days. If you did not receive an order confirmation email and see a pending amount, it’s likely an authorization and will be cancelled. If you need further assistance or have any billing questions, please contact us.
Do you offer refunds for returns?
Once your order has left our warehouse or been delivered to you, we may only offer store credit for returns. Please view our full returns & exchange policy here. Please note that once oil bottles have been opened or the diffusers have been used, the order is not eligible for return.
The Scent Diffuser
What is Cold Air Diffusion?
Cold-air diffusion technology turns fragrance oil into a dry nano-mist, it is the cleanest and safest way to diffuse our 100% pure Scentiment fragrances.
What other features do the Scent Diffuser have?
The Scent Diffuser comes with a remote that allows you to customize fragrance intensity and set schedules and timers and turns off when the oil runs out.
What is in your fragrance oils?
Our signature fragrance oils are derived from the highest quality ingredients in the world blended of therapeutic-grade essential oils and perfume-quality fragrance oils, designed to recreate your favorite luxury hotel scents.
Are your fragrance oils cruelty-free?
Yes, our fragrance oils are cruelty-free. We do not, and will never, test on animals.
Are your fragrance oils safe?
Yes, our fragrance oils are safe to use around people, pets, plants, and furniture. 100% free of all Parabens, Formaldehyde, Color Additives, Synthetic Dyes, and Preservatives.
How long will the fragrance oils last?
When used at the recommended settings of 4 to 8 hours per day, a 50 ml fragrance oil bottle will last approximately 30 days in our Scent Diffuser. Length of time may vary on the usage and fragrance concentration, and intensity.
What is the recommended initial burn time on your candles?
For a maximum lasting candle, we recommend burning your candle for a minimum time the first time you light it; that is called an initial burn time. Depending on your candle size selection, initial burn time will vary. Our best-selling 8 oz signature candles recommended initial burn time is 3 hours.
How long do your candles last?
Depending on your candle size selection, total burn time will vary. Our best-selling 8 oz signature candles is 50 hours.
What are your candles made from?
Our candle wax is made from an all-natural blend of coconut, soy beeswax and apricot oil.
Where are your Candles manufactured?
Our candles are hand-poured in Miami, Florida and Los Angeles, California.
How do I use your Room Spray?
Spritz into the air to scent your home or office. This multi-purpose eau de toilette can be sprayed in the air, on linens, and clothes. Repeat until you reach your desired scent intensity.
Are your room sprays safe to use?
Our room sprays are safe to use in the air, on linen and clothes.
Where are your Room Spray manufactured?
Our room sprays are hand-poured in Miami, Florida and Los Angeles, California.