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    Frequently asked questions

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    Fragrances

    Connected diffuser

    Cartridges

    Orders, payments & returns

    Category:

    Is it possible to smell the fragrances before ordering? Of course. We invite you to order our spray sample box and receive a $60 gift card to use on your next purchase. This way, you can enjoy the olfactory experience before ordering a fragrance.
    What are the ingredients in your fragrances, and what are the health risks? The raw materials used are approved by IFRA (International Fragrance Association) and RIFM (Research Institute for Fragrance Materials). They are composed of natural or synthetic ingredients and are harmless to health.
    Can a person be allergic to a fragrance? NO. There are no allergens present in an aromatic product. However, a person suffering from an allergy may react to a scent if his or her olfactory memory is sensitive to its recall.
    How many square feet does a diffuser cover? It all depends on ceiling height and air circulation. In general, a diffuser can cover up to 3,000 square feet.
    What warranty do you offer on the diffuser? The diffuser is guaranteed for 12 months from the date of purchase. If the diffuser is leased, it is guaranteed for the duration of the lease, provided it is properly maintained.
    Is it possible to move the diffuser after installation (for example, from the house to the cottage)? Yes, but it's important to remove the cartridge from the diffuser before moving it.
    Can I use several diffusers in the same space? Certainly, as long as a certain distance is maintained between diffusers to avoid mixing odours.
    Is my connected diffuser compatible with my iPhone or Android device? Absolutely! Your diffuser is easy to manage from your cell phone and an Internet connection.
    What maintenance does the connected diffuser require? For optimum maintenance of your diffuser, we recommend: • Remove the cartridge in your diffuser. • Clean the outlet orifice with a cotton bud each time you change the cartridge.
    I don't plan to use my diffuser for a few months. What is the storage procedure? We recommends that you remove the cartridge, replace the caps, and store it in a cool, dark place. Then unplug the diffuser and put it back in its original box. Alternatively, you can simply activate your diffuser's inactive function.
    If, for any reason, I'm not satisfied with the diffuser, do you offer a full refund? Within 30 days of purchase, we offer a refund if the diffuser is found to be in perfect condition. Twenty-five percent of the diffuser's value is non-refundable to cover restocking costs. Please note that the cost of returning the diffuser to our offices is at your expense.
    I'm having problems with my diffuser. How can I get help? First, we invite you to consult our troubleshooting guide. If you still need assistance, log in to your Account, select the GUIDES & SUPPORT tab, then click on "SUPPORT" to send us a support request. We'll get back to you as soon as possible.
    How long does a cartridge last? It all depends on the number of hours of diffusion per week and the desired olfactory intensity. For a business that is open 40 hours a week, diffusing at medium intensity, a cartridge lasts between 3 and 4 months.
    Do my cartridges have an expiry date? We guarantee the diffusion quality of the cartridge for up to 12 months after the date of purchase. However, this information is not an expiry date and is therefore only a guide to optimal diffusion results. To preserve your cartridges, we suggest you replace the caps, then store them upright, away from light and at room temperature.
    Is the cartridge reusable? No. Once the cartridge is empty, we invite you to recycle it.
    If I don't like the smell of the cartridge I received, can I return it for an exchange since it's slightly used? We do not accept the return of used cartridges, even if they are only lightly used. However, as compensation, we offer free delivery within 30 days of your order. It's best to order samples before.
    Can I put several cartridges in the same diffuser? Only one cartridge can be inserted in a diffuser at a time. However, it is possible to vary fragrances by replacing one cartridge with another, which is very easy to do.
    The status of my order has been "to be processed" for several days. Why is this? no need to worry! If your order is still "in process", it means that it is waiting to be prepared or will soon be prepared for shipment. You will receive a shipping confirmation e-mail at that time. Thank you for your patience.
    When I track my order, there is no tracking number, or the tracking does not display any information. Why? A tracking number will only be provided once your order has been shipped. Please note that it may take up to 24 hours for the tracking link to be updated on the carrier's website. Thank you for your patience.
    Can I change or cancel an order? Unfortunately, we cannot guarantee changes or cancellations once an order has been completed. We invite you to contact Aromaestro as soon as possible at 1-450 508-8200 for any changes to your order.
    My order is damaged, or an item is missing. What should I do? Aromaestro wants to provide the best ordering experience for its customers, but unfortunately, glitches do occur from time to time. We'll be happy to help. Contact us by phone at 1-450 508-8200 or via our "Contact" form.
    What payment methods do you accept? We accept secure payment by credit card or invoice.
    Do you ship internationally? Yes, but if you are located outside our delivery zone (Canada), you must use your carrier to pick up your order.
    What is Aromaestro's return policy? For more information on our return policy, please click here.
    How can I track my order? To track your order, please log in to your account, under the "ORDER HISTORY" tab, click on the order you wish to track.

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