See our list of frequently asked questions below:
- Can I place an order over the phone?
Certainly. Call 800-594-8719 or 417-512-9912 and we will be delighted to take your order personally.
- How do I track my order?
Currently, tracking numbers are sent automatically when your order ships to the email address you provided on your order. If for some reason you do not receive a tracking number, please contact us through Customer Care at firstname.lastname@example.org to request your tracking number.
- Can I use your fragrance oils with other products?
You may use our fragrance oils in any brand of catalytic/effusion fragrance lamp. Use with any other type of burner can be dangerous. Do not mix our fragrance oils with any other type of fragrance as it can also be dangerous. Fragrances are highly flammable due to alcohol content.
- What size of wick do I use in my fragrance lamp?
Mini sized lamps require a mini wick. Regular/standard sized fragrance lamps require a regular wick. Some premium lamps may vary on wick size and you would need to contact us about replacement wicks for these premium lamps. (All fragrance lamps come with their own wick of appropriate size).
- How much fragrance do I put in my fragrance lamp?
We recommend filling your lamp about half full. This allows just enough oxygen to circulate inside the lamp enabling the emission of fragrance. Overfilling keeps the lamp from emitting fragrance.
- Do I change my wick when switching to a different fragrance?
This is not necessary, although you may smell a subtle scent of the previous fragrance for the first few minutes. Most people do not change their wick when changing fragrance, however, some do. It is your preference.
- Helpful Tips For Operating Your Catalytic Fragrance Lamp from The Lamp Stand.
Due to the unique design of the fragrance lamp, using the lamp can be challenging if instructions are not carefully followed. The following tips will help you to have a great experience in operating your fragrance lamp. - It is best to use up all the fragrance in the lamp at one time. Using a measuring cup, fill the lamp only with the amount of oil you plan to use at that time, but no more than half full. The oil will burn about 1 oz. per hour. (This will help prevent your stone from clogging. Oil left setting in the lamp can clog the stone SEE BELOW). - TROUBLESHOOTER: If oil has been setting in the lamp when not in use and you think the stone may be clogged, you may try soaking your wick overnight or for a few days in pure isopropyl alcohol or "Dilute". This may clean out excessive oil residue in the stone. - Make sure you fill your lamp NO MORE than 1/2 full. (This ensures there is enough oxygen circulating within the lamp in order to pull pollutants out of the air and emit fragrance into the air). - Make sure you allow the oil to soak into the wick for about 20 minutes before lighting it. The snuffer cap (solid cap) must be on the lamp covering the wick during this time. The stone should then appear a little darker, somewhat saturated with the oil. - When you light the stone, make sure you allow the flame to burn for no more/no less than 3 minutes, then blow out the flame. (This prevents ruining of the stone, in which it may not light or hold a flame for any length of time). - Always replace the small snuffer cap back over the stone when not in use, otherwise the alcohol will evaporate and the oil will not emit. - After you have burned your lamp many times, your wick will need to be replaced. This is evident when the stone is very dark black and will not hold a flame.
- What if I want to return or exchange an item?
No Problem. Call 800-594-8719 or 417-512-9912 or e-mail Customer Care at email@example.com in order to authorize the transaction. Returns must be made within 15 days of purchase. Items must be in original packaging and unused with any accessories included. Package must be mailed back to the shipping dept. and a refund will be issued at that time. Actual shipping charges (even on free shipping items) will not be refunded on all returns unless a product is defective or arrived damaged. We do not currently have an exchange system in place. All exchanges are processed as returns. We will refund you for the product when it arrives and you can place a new order for any additional product you wish to receive. In the unlikely event that an item is broken in transit during the return process, you will be responsible for filing a claim with the shipping company to be reimbursed for the item. This is not a difficult process, however delivery companies require the claim to be filed by the shipper, which on a return shipment would be you.
- What if I have a damaged item?
Please call Customer Care at 800-594-8719 or 417-512-9912 or email us at firstname.lastname@example.org and we will be glad to correct the problem right away. Please have your order number ready or the name under whom you placed the order. Please Note: We do not ship internationally and our orders are not packaged to withstand the long journey overseas. We are not responsible for any loss or damage that occurs to orders that are forwarded to other countries by a third party shipping company. We are only responsible for the safe delivery of the package to the shipping company. Any problems beyond that point must be claimed with the third party shipping company. If the shipment arrives to the shipping company in a damaged state, the shipping company will need to refuse the package at that point or contact us before sending the order out.
- When will my order arrive?
Most orders ship out same business day and take 2-7 business days to arrive at your destination, but can take up to 12 business days. Special order lines (including but not limited to: GG Collection, Drake Designs, Intrada Italy, Kameleon Jewelry, Deco Breeze, and Fontanini) are ordered especially for you and usually take 2-3 weeks to arrive. Special order items listed as backordered may still be purchased, however the entire order will be held until all the items arrive.
- When will my order ship out?
Orders for in-stock product usually ship out the same business day if placed before noon CST. If an item on your order is out of stock or special order, we will contact you to let you know the estimated ship date. (See "shipping" for other info)
- What shipping method do you use?
Our shipping methods vary based on your selection at checkout. If you choose Super Saver - the least expensive - your package may be shipped FedEx Ground, FedEx Smart Post or United States Postal Service. Through this shipping option, the least expensive shipping method is selected for your order. The method is determined by package weight and destination of the shipment. Other shipping options available at checkout include Priority Ground, 2nd Day Express and Overnight Express. Please note that Fragrance Oils can only be shipped FedEx Ground or FedEx Smart Post due to their high alcohol content.
- Do you ship to PO or APO boxes?
Sorry, we are unable to ship to PO or APO boxes.
- What if I want to change or add to my order?
Packages ship out quickly, so if we receive and can process your request before your order has been transferred to shipping it can be modified. Once the order has been transferred to shipping we are unable to make any changes to it. Contact Customer Care at 800-594-8719 or 417-512-9912 or email@example.com Note: If your order was shipped Fedex Ground and you need to modify your address after your order has been shipped, an $12.00 rerouting fee will be charged as this is the amount FedEx charges us. Orders shipped through other methods (USPS or FedEx Smartpost) can not be rerouted per Post Office regulations.
- Will I receive my free wick if it doesn't show on my order confirmation?
Yes, if you ordered 6 or more bottles of any brand (or combination of brands) of Fragrance Oil, the shipping department does guarantee you will receive your free wick, although the website is not configured to include it on your order confirmation.