Frequently Asked Questions

 

GENERAL

Why are you offering ScentAir for the home now?

After 20 years in business, the number of consumers requesting ScentAir for their home has reached the point where we decided now was the time. Basically, customers asked for a line of ScentAir home products, so we listened!

How many fragrance options do you offer?

We currently offer 20 unique fragrances in the ScentAir home fragrance library. The 20 scents selected are among the most popular and best-selling fragrances in our huge collection of commercial fragrances. We may offer seasonal or special edition fragrances. Check back often and be sure to follow us on social media so you never miss out on limited release fragrances.

Is ScentAir's ScentWave machine available for purchase?

The ScentWave is not for home use. The ScentWave features a more complicated interface designed for complex scenting strategies. Testing has found the ScentWave to be cumbersome and overpowering in home use. The ScentAir Essence is unique among ScentAir’s diffusers as the only product designed to create a simple and pleasant home fragrance experience.

 

ORDERING + PAYMENT

Can I submit an order online if I live outside the United States?

Orders can be placed from anywhere, but orders can only be paid for in USD or CAD dollars, and may only be shipped to addresses within the continental United States or Canada.

When will I be charged for my order?

As soon as you submit your order online, your order is processed and charged.

How do I make changes to my order after I've submitted it online?

Depending on how long ago you placed the order, it may not be possible to make changes. We recommend contacting ScentAir Customer Care at 888-269-8331 for additional assistance.

 

SHIPPING + RETURNS

When will my order ship?

Our goal is to ship all orders received by 2 p.m. EST, within two business days.

How can I track my order?

We provide tracking information on all orders. Tracking data is provided directly from the carrier so you can track your package the entire way. Upon delivery, the tracking will show the package marked as “DELIVERED” by the carrier.

I think my package was lost or stolen. What do I do now?

If you believe your package has been lost or stolen, please contact the ScentAir Customer Care team and we will work with you to submit a claim with the carrier.

What is your process for returning a product?

Please refer to our return policy on ScentAirHome.com. If you have any additional questions, feel free to contact ScentAir Customer Care at 888-269-8331 for additional assistance.

 

CUSTOMER SUPPORT

How do I contact customer service?

We’ve got your back! Please call 888-269-8331 Monday-Thursday 8 a.m. to 6 p.m. EST, and Fridays 8 a.m. to 5 p.m. EST or contact us here.

 

SCENTAIR WHISPER HOME DIFFUSER

How many square feet will my ScentAir HOME fragrance machine cover?

Up to 800 sq. ft., depending on placement and airflow.

What is the size of the ScentAir HOME diffuser?

10” H x 6” W x 6” D.

Does the ScentAir HOME diffuser come with a warranty?

Yes, you can view full system warranty information here.

I'm having trouble with my diffuser. How do I find help?

You can view the ScentAir Whisper HOME user manual here. Specifically, for troubleshooting help, you can refer to pages 20 & 21. Should you need more help, contact ScentAir customer care at 888-269-8331.

How does the ScentAir Whisper HOME fragrance machine work?

The ScentAir Whisper HOME uses our patented dry air technology to provide consistent diffusion all month long. There are three easy ways you can customize and control the ScentAir Whisper HOME: manually, via Bluetooth or Wi-Fi using and the ScentAir smartphone app. 

For an in-depth look at how your diffuser works, please refer to your machine's user guide.

What can I do with the ScentAir smartphone app?

The ScentAir smartphone app can be used to connect and control your ScentAir Whisper HOME via Bluetooth or Wi-Fi. You will need to use the app for the advanced scheduling and Google or Alexa features.

  • Bluetooth is the easiest connection option, best for quick, one-to-one device controls when you are close to your device (~15 feet or closer). Bluetooth allows for up to 6 different schedules.
  • Wi-Fi connectivity allows you to control your device(s) from anywhere, even when you are away. Wi-Fi connection is also required to enable the more advanced Google & Alexa voice features. Wi-Fi allows for up to 14 different schedules.

Download the free ScentAir smartphone app from the Google Play or Apple App Store. Simply search ScentAir.

Where should I place my ScentAir HOME fragrance machine?

Just about anywhere will work! We recommend a level surface centrally located for even fragrance coverage. Whisper-quiet diffusion allows for placement anywhere, while flexible, vertical or horizontal placement options make the ScentAir Whisper HOME easy to incorporate into your everyday living spaces.

Will my ScentAir Essence cartridges work with the new ScentAir Whisper HOME?

Yes! The ScentAir Whisper HOME is designed to work with the same cartridges as the ScentAir Essence.

What is a Scent Event and how do I create a new one?

Users can schedule unique Scent Events with different intensities and modify scheduled Events.

  • Scent Event - The moment(s) when fragrance is diffused. You can set an Event by choosing the Occurrence (the range of time your machine will run), Day(s) of the Week, and Frequency your machine will run.
  • Frequency - Controls the fragrance intensity during a Scent Event. There are 3 options to select from: Low, Medium, and High. Greater frequency means greater fragrance intensity.

You can program up to 6 Events via Bluetooth and 14 Events via Wi-Fi. Events can be set to occur on multiple days of the week. You can always add, delete, review, or change your event schedule.

Create a New Scent Event:

  1. Tap Schedule from the menu at the bottom of your screen.
  2. Tap the + in the top right-hand corner.
  3. Select your settings for Occurrence, Day(s) of the Week, and Frequency.
  4. Tap Save.

 

FRAGRANCE CARTRIDGES

How long should I expect each ScentAir Essence fragrance cartridge to last?

All fragrance cartridges are designed to last up to 30 days, running up to 10 hours per day. But the exact lifespan of a cartridge can vary depending on the fragrance and the intensity level you’ve chosen on your diffuser.

Is there a way to test fragrances before purchasing a ScentAir Essence fragrance cartridge or machine?

Yes, you can purchase fragrance samples here.

What is the shelf life of a cartridge?

All ScentAir Essence cartridges are plastic sealed before shipping. With this plastic protection in place, cartridges can last up to 6 months.

Can I return a fragrance cartridge if I don’t like it?

Due to the nature of these fragrance products, all sales are final. We recommend purchasing a fragrance sample before selecting a cartridge (the sample includes a discount code for $5 off your next purchase too!).

 

FRAGRANCE SUBSCRIPTIONS

How can I cancel my Quarterly, Monthly, or Fragrance of the Month subscription?

You can cancel a Quarterly, Monthly, or Fragrance of the Month subscription within 14 business days of the next shipping date.


CANDLES

What type of wax do you use in your candles?

Our candles are made with 100% pure soy wax.

How long will the candle last?

Our 3-wick candle burns up to 40 hours.

How do I maintain my candle?

Following the instructions on the bottom label of the candle will help ensure optimal results when burning your ScentAir Home candle.

Candle Safety & Burning Tips:

  • Warning: Burn Within Sight
  • Keep away from flammable objects, children and pets.
  • Remove all packaging material before lighting.
  • Place on a protected, heat resistant, and level surface away from flammable items and heat sources.
  • Trim wick to 1/4" between uses.
  • Never leave a candle unattended.
  • Do not burn candle more than three hours at a time.
  • Stop use when 1/4" of wax remains.
  • Do not move when lit as container may be hot.
  • Spilled wax may cause burns and surface damage.


SCENTSTEMSTM

What are the ScentStems made of?

Our ScentStems were designed to be environmentally conscious and are made with natural, recycled materials and synthetic/polymer-based materials.

How long will my ScentStems last?

The six ScentStems included in your purchase will provide a 30-day supply of fragrance.

Do you sell ScentStems refills?

Yes, we currently offer ScentStems refills in a variety of luxury fragrances. You can find them here.


SAFETY
Are your fragrances safe?
ScentAir is proud of our safety track record and we are committed to meeting or more commonly exceeding global requirements for safety through our in-house regulatory team.

ScentAir scents do NOT contain components found to be carcinogenic per:

  • National Toxicology Department (NTP)
  • International Agency for Research on Cancer (IARC)
  • Occupational Safety and Health Association (OSHA)

Additionally ScentAir fragrances:

  • Have NO identified respiratory allergens
  • Do NOT contain phthalates; known endocrine disruptor
  • Do NOT contain R59; contributes to depletion of ozone

ScentAir meets or exceeds safety and regulatory requirements including:

  • International Fragrance Association (IFRA) – Code of Practice
  • Occupational Safety and Health Administration (OSHA)
  • Registered with the Toxic Substance Control Act (TSCA)
  • State of California’s Prop 65 per OEHHA
  • California Air Resource Board (CARB) VOC Regulations

Email safety@scentair.com if you have any further questions.