Ordering from us is a breeze! Here’s how to go from browsing to buying in just a few steps:

1. Add your favorites to your Shopping Bag.
2. Review your items to ensure your picks are perfect.
3. Enter your shipping and billing details.
4. Confirm and complete your purchase with your preferred payment method.
5. Keep your order confirmation number handy—it's your ticket to tracking your new scents!

That’s it! Your order is on its way to making your space feel like home.

1. Payment at Checkout: Full payment is required at the time of checkout for all pre-order items.
2. No Cancellations or Exchanges: Due to the nature of pre-orders, cancellations, exchanges, or changes to your order are not permitted after it has been submitted and paid for. All pre-orders are final and considered sold.
3. Potential Delays: Please be aware that pre-order items may take longer than displayed timeframe to arrive due to factors beyond our control.
4. Patience Required: If you are unable to wait for your pre-order items, we kindly ask that you refrain from placing a pre-order.
5. Combined Orders: If your order includes both in-stock and pre-order items, the entire order will ship together once all pre-order items are available.

Thank you for your understanding and support of our pre-order process!

If your order arrives and something seems to be missing, here’s what to do:

1. Check Order History: Start by reviewing your order history to see if additional packages are on the way. Sometimes, items ship separately.
2. Confirm Delivery: Make sure the tracking information shows the package has been delivered.

If an item is still missing or your package wasn’t delivered as expected, please email us at hello@nuaromas.com. Be sure to include your order number and details of what’s missing, so our team can assist you with the next steps right away!

To keep your favorites on hand, simply log into your account before you start shopping. Any items you add to your Shopping Bag will stay saved for 14 days, making it easy to pick up where you left off!

We love treating you to special promotions and exclusive offers! Occasionally, you might need a promo code to unlock these great deals. Here’s how to use it:

1. Add items to your Shopping Bag.
2. Enter the promo code in the designated box within your Shopping Bag.
3. If all requirements for the offer are met, your discount will be applied automatically.

Enjoy the savings and happy shopping!

Once you've reviewed your order details at checkout, simply select "Checkout" to confirm. Please note that changes can’t be made after the order is placed. However, if you catch an error right away, you may be able to cancel and reorder.

You’ll receive an email confirmation within 24 hours to let you know we’ve received your order. Once it ships, we’ll send a tracking email, so you know exactly when to expect your new scents!

Our eGift Cards make gifting easy and personal!

Delivery Options:

• Email Delivery: Send instantly.

Both options provide a Gift Card number and PIN for easy redemption.

Available Amounts: Choose any amount or select from $25, $50, $100, $150, or $200, with a total order limit of $500.

Purchasing an eGift Card
Visit our website to buy an eGift Card. It will be emailed to your recipient within minutes.

Redeeming an eGift Card

• Online: Redeemable on our websites. Enter your Gift Card Number in the Payment section at checkout. If your order exceeds your eGift Card balance, you can pay the remainder with another payment method.

Effortless, personalized gifting at your fingertips!

Once your order is placed, we’ll send a confirmation email to the address you provided at checkout. Keep an eye on your inbox for all the details!

We love bringing you special promotions and exclusive deals to make your shopping experience even better. Our offers are available for a limited time and may have specific requirements for redemption. Some promotions might need a promo code at checkout. Once applied, your discount will appear in your order summary.

To stay updated on our latest deals, sign up for our email newsletter or check our website regularly. Happy shopping!

If you receive a credit card error message while trying to submit an order, here are a few things to check:

• Re-enter your CID or security code. If your card is saved, try entering it as a new card.
• Double-check that there are no typos or misspellings in your name, street address, city, state, or zip code.
• Make sure that the billing name and address you entered match exactly with what’s on your credit card statement. Refer to a mailed statement if needed.
• If you've verified all the information and still see an error message, try submitting your order again.

After placing your order, you might notice a pre-authorization (pending charge/hold) on your account. This is a standard bank procedure to verify sufficient funds and confirm account authenticity. The pre-authorization hold will be removed once your order ships and replaced with the final charge(s).

When will the pre-authorization drop?

Pre-authorizations typically drop within 7 business days. For exact timing, we recommend contacting your bank, as we don't have the ability or responsibility to release the bank’s temporary hold on funds.

Why do I see separate final charges from my initial pre-authorization?

While we strive to ship your order together, there are times when items need to be shipped separately. In such cases, your final charges may be split accordingly, but you will only be charged once for shipping.

Why is the final charge different from the initial pre-authorization?

This can occur due to a canceled item, a qualifying price adjustment, or split shipments.

If you’re experiencing issues submitting your order, try switching to a different payment method.

If you believe your current payment method should be working, consider contacting your bank or credit card company for assistance.

We want to make your shopping experience as smooth as possible, so we offer a range of payment options:

• Credit Cards: Visa, Mastercard®, American Express, Discover
• Digital Wallets: PayPal®, Apple Pay, Google Pay™
• Afterpay: Buy now, pay later with four interest-free payments (minimum order of $35)
• eGift Cards: Use our eGift Card to cover all or part of your order

How to Use These Options

To use a digital wallet, simply select it under the "Continue to Checkout" button. If you’re paying with a Gift Card, enter the card number in the Gift Card section during payment.

Note: Only one payment method can be used per order, except when using a NuAromas Gift Card.

Returns on PayPal® Orders: If you paid with PayPal®, any refund will go back to the original PayPal account.

Enjoy the flexibility and convenience that works best for you!

All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

State laws require us to collect sales tax on orders shipped to the following states and U.S. territories: AL, AZ, AR, CA, CO, CT, DC, FL, GA, HI, ID, IL, IA, IN, KS, KY, LA, ME, MD, MA, MI, MN, MS, MO, NC, NE, NV, NJ, NM, NY, ND, OH, OK, PA, PR, RI, SC, SD, TN, TX, UT, VA, VT, WA, WV, WI, and WY.

The tax is calculated based on the shipping address. If you reside outside city limits, we recommend entering your full 9-digit zip code for accuracy.

Please note, sales tax is not charged on the purchase of E-Gift Cards. However, if you use a E-Gift Card to purchase items that are shipped to the states listed above, those items will be subject to sales tax.

Additionally, shipping and handling are considered taxable services.

Troubleshooting Credit Card Errors at Checkout

If you're encountering a credit card error during checkout:

• If you're a registered customer, try logging out of your account, logging back in, and then proceeding through the checkout process.
• If you have a saved credit card, try manually entering your credit card number instead.

If You're Stuck on the Shipping or Billing Pages:

• We recommend using the Chrome browser for a smoother experience.
• Due to high volumes, moving to the next step might take a few tries. Please be patient and try again.
• If you're a registered customer, log out and then log back in.
• Clear your cache and cookies (on a computer, press Ctrl + Shift + Delete. On mobile, check your app settings and device settings).

Order Confirmation Delays:

If you haven't received an order confirmation, please allow up to 24 hours due to high volumes. You can also check your online account for order details while you wait.

By email...
Each order placed on our website results in a confirmation email sent to the email address associated with the customer account.
Note: Remember to check the spam/promotions inboxes of your email address.

Via the customer area...
Once connected to the website, you can also access your customer area. Go to the 'Order history' tab to see if your order is correctly mentioned.

Check your emails...

Once your order has been shipped, you will receive a 'shipping confirmation' email.

In this email you will find a 'Track Your Order' button, click on it to land on a dedicated tracking page.

Attention: Sometimes emails arrive in your spam/promotions boxes, we invite you to check inside.

When you place an order that includes a preorder item, everything in your order will be shipped together. This means we will wait until all items, including the preorder, are in stock before sending your order. If you'd like in-stock items sooner, we suggest placing a separate order for those.

Estimated shipping dates for preorder items are listed on the product page but can change. Thanks for your patience!

Rest assured, it may take up to 24 hours for your tracking information to reflect any updates after the carrier collects your package from our warehouse. Usually, you'll see the status update by the end of the day. If there’s still no change after 48 hours, please get in touch with us, and we’ll be glad to help out.

Route Insurance is a service we offer to provide extra protection for your order. By opting for Route Insurance at checkout, you ensure that your package is fully covered against issues like loss, theft, or damage during transit. This means peace of mind, knowing that if something goes wrong, your order is protected and eligible for a quick resolution. The cost for this coverage is included in your purchase and can be selected at checkout.

It is our goal to ship your order as quickly as possible. We begin processing your order immediately and unfortunately, we are unable to cancel or modify orders once they have been placed.

Right now, NuAromas ships to the contiguous United States.

*During summer, wax melts can soften or melt in transit due to high temperatures.  We recommend you be at home during delivery to avoid the product being exposed to heat for long periods. We offer express shipping to reduce transit time and potential melting. Please note, despite these measures, there's still a risk of melting in extreme heat.

At NuAromas, we ship using only the most trusted carriers worldwide, including FedEx, USPS, and UPS. Once your package leaves our warehouse, we unfortunately can't be held responsible for lost, stolen, or mis-delivered items. However, we’re committed to ensuring you have the best experience with us!

If your package encounters any issues, please reach out to the carrier handling your order for assistance. If they’re unable to help, feel free to email us at hello@nuaromas.com, and we’ll work with you to find a solution.

Like many online businesses, we’re currently experiencing some delays at NuAromas due to high order volumes. Our top priority is the well-being of our team, so we're taking extra care. Please enter your shipping details at checkout to view your available rates.

Most orders will be processed within 7 business days. You'll receive a tracking link as soon as your order is on its way.

Rest assured, we're working diligently to get your order to you as quickly as possible.

Domestic Shipping: Standard shipping typically takes 2-10 business days.

At NuAromas, we take great care to ensure your order arrives safely and promptly, but on rare occasions, damage can occur during transit. If this happens, please email us at hello@nuaromas.com with the following details:

• Photos of the packaging and damaged product, if available
• The quantity of damaged items
• Your order number (e.g., 1001US)

We’ll work on getting a replacement or refund to you as soon as possible.

Currently, we’re unable to ship to multiple addresses in a single order. If you’d like to send items to different locations, please place separate orders for each address. This way, your gifts and orders get exactly where they need to go!

Our wax melts are made with a soy blend wax.

We do not have the option to send samples.

Something not quite right with your order? Don’t worry, our customer experience team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

We apologize, but at this time only one coupon code can be used at a time. You can use coupons on merchandise that is not already discounted or on sale. At this time we can only accept one coupon code per order.

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is hello@nuaromas.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from California to Maine and down to Florida, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

Our NuAromas HQ and Customer Support team are located in Nashville, Tennessee USA.

*Please note: Our NuAromas HQ is not a retail store and we hold limited stock there, and we are unable to offer collections at any of our locations.

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfillment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

Product Origin

At Nu Aromas, our products are handcrafted in the USA unless noted otherwise. The specific details of our manufacturing process are proprietary, as we hold the rights to our unique product formulations.

Items Made in China

While nearly all of our products are made in the United States, a small portion of our accessories, like warmers and car fragrance holders, are produced in China. These items represent less than one percent of our overall product line. We are committed to maintaining the highest quality standards, and we ensure that all our suppliers, regardless of location, adhere to strict guidelines to meet both our company’s standards and legal requirements, guaranteeing the safety of our products and the welfare of those who manufacture them.

Sourcing Ingredients and Materials

Nu Aromas is dedicated to offering products that are safe, effective, and of the highest quality. We source our raw materials and ingredients from a US network of vendors, selected for their ability to meet the stringent safety and quality criteria set by our brand and U.S. regulations. This careful selection process ensures that every product we create aligns with the high standards we promise to our customers.