FREQUENTLY ASKED QUESTIONS

What do I need to get started?

To start scenting, you’ll need the following:

• Scentiment™ diffuser
• Fragrance oil
• Power outlet (for the Scent Diffuser, Pro and HVAC only).
• Smartphone that will connect to the diffuser via Bluetooth or Wi-Fi coming soon.

Setting up your diffuser is easy. Follow the manual instruction included with your diffuser.

Where can I find Scentiment products?

Scentiment is based in Miami, Florida, and currently ships to both domestic (US) and international countries.

We are working to bring Scentiment to local stores and are expanding our reach to major retailers worldwide. We’re growing, so you can expect to see more of us!

Can I use other cleaning products to clean my diffuser?

Please use only the cleaning solutions recommended. Avoid using any other cleaning products. You can purchase diffuser cleaner using this link: https://www.scentiment.com/products/diffuser-cleaner

How can I become a wholesaler?

Please submit a request to support@scentiment.com to speak with a Consultant

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 us 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 3 to 5 business days from the order date. All orders may be subject to an additional processing time for security reasons, or during holidays and seasonality's.

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 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 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 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 and include the following information:

1. Your order number

2. A brief description of the problem
3. 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 support@scentiment.com for further assistance.

Can I cancel my order or modify my order?

Due to the fast nature of our supply chain and logistics, our warehouse team will begin working on your order right away. For this reason, we're unable to accept any order cancellations.

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 at support@scentiment.com.

Do you offer refunds for returns?

We are unable to accept returns or issue refunds for used diffusers, fragrance oils, candles, and room sprays, due to the unique characteristics of these products. However, if you find yourself dissatisfied with your purchase, you have the option to return the unused portion within 14 days of delivery. Please note that sale items, mystery gifts, Rush Order fee, Package protection and gift cards are considered final sale and are not eligible for refunds.

Please see our full return policy below

https://www.scentiment.com/policies/refund-policy

How long does a return, repair/replacement take to be processed?

All returned items, whether for a refund, exchange, repair, or replacement, undergo inspection in our warehouse within a timeframe of 10 to 14 business days. If you haven't received an update from us within this period, feel free to reach out and inquire after the 14^th business day mark.

Do you offer international shipping?

We offer worldwide shipping! Rates vary based on your location. For complete details, please review our full Shipping Policy.

What are the benefits of having a fragrance subscription?

The best reason to subscribe to fragrances is the discount and the extended warranty on your diffuser. You get 10% off fragrances when you subscribe to any scents — no strings attached. Choose your delivery frequency, easily swap fragrances or cancel your subscription using your customer portal. Take a look at the Subscriptions page for more information.

How do I manage my subscription?

The best way to manage your subscription is to log into your account on our website though your customer portal. From there, you can change your delivery frequency, skip a delivery, swap fragrances without losing your discount, or cancel.

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.

Is my diffuser covered under warranty?

Your diffuser comes with a limited one-year manufacturer warranty. Fragrance subscribers receive the added benefit of a two-year limited manufacturer warranty on their diffusers (The subscription needs to be active). If your diffuser is having manufacturer issues, contact us.

Where should I place my diffuser?

Determining the optimal location for your diffuser is a personal decision. We suggest placing your diffuser in the main area of your home, positioning it in the area where you desire the most pronounced scent experience.

Can I use the fragrance bottle and attach it directly to the nozzle?

Use only the bottle that comes with the diffuser. Do not attach the fragrance oil bottle directly to the nozzle, as this can cause leaks, damage, or result in mist circulating inside the diffuser without being released effectively.

What is the Scent Diffuser Mini?

The Scent Diffuser Mini is a compact, portable, rechargeable waterless diffuser designed to atomize delightful fragrances anytime, anywhere. The Mini also powers our cold air diffusion technology.

How does the Scent Diffuser Mini work?

The Mini operates with a touch screen display built onto the diffuser and includes an empty bottle inside where you pour your fragrance into and insert it back into the device.

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 are the dimensions of the Scent Diffuser Mini?

The Scent Diffuser Mini has a sleek and compact design, measuring approximately W:2” L: 2” H:4.25”. Its aesthetic appeal allows it to blend seamlessly in your home, office, or on the go, fitting in your car’s cupholder.

What other features do the Scent Diffuser have?

The Scent Diffuser Mini comes with a touchscreen display that allows you to customize fragrance spray schedule and timer.

Is the Scent Diffuser Mini safe around children and pets?

Yes, the Mini is generally safe to use around children and pets. However, it's always recommended to keep the device out of reach of small children and pets to avoid accidental damage or ingestion of the fragrance oil. 

What are the time settings for the Scent Diffuser Mini?

The timer on the diffuser offers three settings to control its operation duration. By default, the diffuser will work continuously for 4 hours and then automatically turn off. However, you have the flexibility to adjust the timer to set it for 1 hour, 2 hours, or 3 hours of continuous operation before it automatically shuts off.

What are the intensity settings for the Scent Diffuser Mini?

The cold air diffuser offers three misting timer settings to control the frequency of mist release. You have the option to set it for continuous misting for up to 120 seconds, after which it will pause for 60 seconds. Alternatively, you can choose the 60-second misting setting, followed by a 120-second dormant period. Lastly, there is a 15-second misting option, followed by a 165-second dormant period.

How large of an area does the Scent Diffuser Mini cover?

The diffuser is suitable for small rooms and cars, maximum coverage an approximate area of 500 Sq ft. For larger spaces, it is recommended to place multiple diffusers strategically to ensure optimal fragrance distribution or choose from our other Scent Diffuser options that provide larger coverage.

Can I use the fragrance bottle and attach it directly to the nozzle?

Use only the glass bottle that comes with the diffuser. Do not attach the fragrance oil bottle directly to the nozzle, as this can cause leaks, damage, or result in mist circulating inside the diffuser without being released effectively.

The arrows on my Scent Diffuser Mini are aligned but it is not misting, what should I do?

Check how you attached the diffuser bottle to the nozzle.  Avoid overtightening it. Overtightening can sometimes restrict airflow, which may further affect the diffuser's performance

Can I use any type of essential oil or fragrance with the Scentiment Scent Diffuser Mini?

Yes, the Scent Diffuser Mini is compatible with a wide range of essential oils and fragrances.

Is my diffuser covered under warranty?

Your diffuser comes with a 6-month limited manufacturer warranty. Active fragrance subscribers enjoy an extended two-year limited manufacturer warranty. For any manufacturing issues, please contact us.

Can I connect my Diffuser PRO to an Hvac System?

Although HVAC compatible, this works best as a standalone. If you are looking to connect your diffuser to your HVAC unit, consider purchasing the Diffuser HVAC.

Is my diffuser covered under warranty?

Your diffuser comes with a 12-month limited manufacturer warranty. Active fragrance subscribers enjoy an extended two-year limited manufacturer warranty. For any manufacturing issues, please contact us.

Can I install my diffuser to the Hvac system myself ?

Although we have steps in connecting the diffuser to the HVAC unit, it’s best to consult experts for proper installation.

Is my diffuser covered under warranty?

Your diffuser comes with a 12-month limited manufacturer warranty. Active fragrance subscribers enjoy an extended two-year limited manufacturer warranty. For any manufacturing issues, please contact us.

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.

What ingredients are in your fragrances?

Scentiment fragrances are thoughtfully designed to never include harsh chemicals. We avoid ingredients known to cause potential harm to health or the environment, and each scent is ethically sourced. You can view the main ingredients of each fragrance on our website under each fragrance product description.

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.

Why can’t I smell my fragrance if there’s still a little bit of liquid left?

Our fragrances are created with an oil to effectively disperse scent. While fragrance life varies from scent to scent, if you can’t smell your fragrance anymore and it’s been diffusing for over 100 hours, the oil that is left is just that—oil, not fragrance. Time to change it out for a new one!

May I use generic oils with your diffusers?

Scentiment diffusers are specially crafted to operate seamlessly with Scentiment fragrance oils. The scents are formulated with a specific viscosity to ensure effective scent dispersion without causing harm to the internal components of your diffuser. It's important to note that utilizing oils other than Scentiment fragrance oils will result in the voiding of your diffuser's warranty.

Will Scentiment fragrance oils work in other diffusers?

Our fragrance oils are meticulously crafted with a specific viscosity. As we cannot verify whether other diffuser designs are tailored to seamlessly complement Scentiment fragrance oils, we cannot assure that they won't adversely affect the internal components of your diffuser. Therefore, we strongly advise against using our fragrance oils with other diffusers.

What do I need to do if I spilled oil?

In the event of an oil spill, please ensure to meticulously clean the affected area, including the unit, using rubbing alcohol. It's crucial to bear in mind that these are undiluted essential oils and should be handled with care.

Can I mix my Fragrance oil with water?

Scentiment diffusers are designed to use fragrance oils directly without dilution. Adding water can weaken the scent, cause uneven diffusion, or damage the diffuser.

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.

Is there a maintenance guide for my candles?

• Handle with Care: Candles, containers, and wax can become hot. Handle with caution.
• First Use: Burn for at least two hours or until the surface has turned to liquid wax to prolong the candle's life.
• Trim the Wick: Before each lighting, trim the wick to 1/8” to ensure an even and clean burn. Use a wick trimmer for best results.
• Burn Duration: After burning for four hours, extinguish the candle and let it cool for two hours. Re-trim the wick before relighting.
• Avoid Direct Light: Keep candles out of direct sunlight or harsh indoor lighting to prevent fading.
• Stable Surface: Always burn candles on a stable, heat-resistant surface to prevent heat damage and glass breakage.
• Discontinue Use: Stop using a candle when ½” of wax remains at the bottom.
• Clean Wax Pool: Keep the wax pool free from debris.
• No Sharp Objects: Avoid using knives or sharp objects to remove wax drippings from glass holders to prevent scratches and breakage.
• Extinguish if Necessary: If a candle smokes, flickers, or the flame becomes too high, extinguish it. Let it cool, then align and trim the wick, and check for drafts before relighting.
• Cool Completely: Allow candles to cool completely before touching or moving.
• Use a Snuffer: Use a candle snuffer to extinguish candles. Avoid using water, as it can cause wax splatter or glass breakage.
• Follow Instructions: Always read and follow the manufacturer’s use and safety instructions carefully.

You can enhance your candle-burning experience by using our Candle Care Kit

What safety guidelines should be followed when burning candles?

1. Never Leave Unattended: Always remain in the room while your candle is burning. Make sure the candle is completely extinguished and the wick ember is no longer glowing before you leave.
2. Secure the Area; Keep candles away from anything that could catch fire, such as furniture, drapes, bedding, carpets, books, paper, and decorations. Ensure hair and loose clothing are kept away from the flame.
3. Keep Away from Children and Pets: Ensure that burning candles are out of reach of children and pets. Place them in areas where they cannot be knocked over.
4. Avoid Drafts and Vents: Keep candles away from drafts, vents, or air currents to prevent rapid or uneven burning and soothing.
5. Do Not Touch or Move; Never touch or move a burning candle or one with liquefied wax.
6. Maintain Safe Distance: Place burning candles at least three inches apart to prevent them from melting each other or creating drafts that can cause improper burning.

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. 

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. We recommend to spray 3-5 times in a targeted area, holding the nozzle about 1-2 feet from the surface. If you applied too much, open a window or use a fan to help disperse the scent.

Can I use Room Sprays in my car?

Yes, spray 3-5 times in a targeted area, holding the nozzle about 1-2 feet from the surface. If you applied too much, open a window to help disperse the scent.

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.

How can I store my perfume to make sure it lasts longer?

Store your perfume or cologne in a cool, dry place, away from sunlight and heat. Keep it in its original box to protect it from light exposure.

What's the best way to apply perfume or cologne for a lasting scent?

Spray on pulse points like your wrists, neck, and behind your ears. These areas are warmer and help diffuse the scent longer. Avoid rubbing the fragrance into your skin.