Shipping, Order Issues & Product Support Policy

Thank you for choosing NuAromas. Please review our policy carefully before placing your order.

Quick Policy Summary

  • Orders are typically processed within 5 business days, excluding weekends and holidays.
  • We do not accept general returns.
  • We do not offer refunds on used home fragrance products.
  • If there is an issue with your order, such as an incorrect item, damaged item, or faulty warmer, please contact us within the required timeframe below.
  • Depending on the issue, we may offer store credit, replacement, or another resolution at our discretion.
  • If you are having trouble with scent performance, our team is happy to offer troubleshooting support.

1. Order Processing

Orders are typically processed within 5 business days after payment verification, excluding weekends and holidays.

During periods of high order volume, processing times may be extended. If there is a significant delay with your order, we will notify you by email.

2. Shipping Methods

We currently offer the following shipping options at checkout:

  • Standard
  • Expedited
  • Express

Available shipping options and rates are shown during checkout. Delivery times vary depending on the shipping method selected, your location, carrier performance, and other factors outside of our control.

3. Shipping Costs

Shipping costs are calculated at checkout based on your order weight, destination, and selected shipping method. You will be able to review shipping charges before completing your purchase.

4. International Shipping

At this time, international shipping is available for wholesale orders only to select countries and may change without notice.

International customers are responsible for any customs duties, taxes, or fees charged by the destination country. NuAromas is not responsible for delays or non-delivery caused by customs processing or unpaid import charges.

5. Tracking Information

Once your order has been processed and handed over to the carrier, you will receive a shipping confirmation email with your tracking number.

Please allow time for the carrier to scan your package and begin updating tracking information.

If you do not receive tracking information, please contact us at hello@nuaromas.com.

6. Shipping Address Accuracy

Customers are responsible for entering a complete and accurate shipping address at checkout.

NuAromas is not responsible for orders shipped to an address entered incorrectly or incompletely by the customer. If a package is returned to us due to an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

7. Shipping Delays

We do our best to process and ship orders as quickly as possible. However, delivery delays may occur due to carrier issues, weather, high shipping volume, customs processing, or other circumstances outside of our control.

Delivery estimates are not guaranteed.

8. Lost, Stolen, or Damaged Packages in Transit

NuAromas is not responsible for packages marked as delivered but later reported as lost, stolen, or tampered with unless Route Shipping Protection was purchased at checkout.

We strongly recommend shipping to a secure location where packages can be safely received.

9. Returned or Undeliverable Packages

If an order is returned to us due to an incorrect address, failed delivery attempts, or failure to claim the package, additional shipping charges may apply before the order can be resent.

10. Route Shipping Protection

Route Shipping Protection is available at checkout as an optional add-on.

When purchased, Route helps protect eligible orders against loss, theft, or damage during transit. Claims for covered shipping issues must be filed directly with Route. Route is non-refundable once purchased.

11. Priority Processing for Plus Members

NuAromas Plus Members receive priority processing, meaning their orders are packed and fulfilled ahead of standard orders.

Plus membership may also include free shipping on qualifying orders, as outlined in the membership offer at the time of purchase. Priority processing speeds up fulfillment time, but it does not guarantee a specific carrier delivery date.

Order Issue Resolution Policy

12. Incorrect Orders

If you receive an item that does not match what you ordered, you must contact us within 5 working days of delivery.

Once verified, NuAromas will issue store credit for the incorrect item. We do not require the item to be returned unless specifically requested by our team.

13. Damaged Items

If your order arrives damaged, you must contact us within 5 working days of delivery and provide clear photos of:

  • the damaged item
  • the packaging
  • the shipping label, if requested

Once verified, we may offer store credit or replacement, at our discretion.

We do not require returns unless specifically requested by our team.

14. Faulty or Defective Warmers

If you believe a warmer you purchased is faulty or defective, you must contact us within 5 working days of delivery and provide clear photos or video showing the issue.

Once verified, we may offer store credit or replacement, at our discretion.

We do not require returns unless specifically requested by our team.

15. Missing Items

We take care to pack each order accurately. If an item is missing from your order, you must contact our Customer Support team within 24 hours of delivery.

Please include:

  • your order number
  • the name of the missing item
  • any requested photos of the package and contents

Once verified, store credit will be issued for the value of the missing item to the email address associated with the order.

Please note:

  • Claims submitted after 24 hours of delivery may not be eligible for review.
  • Store credit cannot be exchanged for cash.
  • Store credit cannot be applied to past purchases.
  • NuAromas reserves the right to deny claims that cannot be sufficiently verified.

Product Refund & Return Policy

16. No General Returns

NuAromas does not accept general returns.

We do not provide return labels for standard order issues, and customers should not send products back unless our team specifically instructs them to do so.

Any package returned without authorization may be refused or may not be processed.

17. Used Home Fragrance Products

Due to the nature of our products, we do not accept returns, refunds, or exchanges on used home fragrance products, including but not limited to:

  • fragrance oils
  • wax-based fragrance products
  • scent system products
  • other scent-based home fragrance items

If a scent is not the right fit for you, we recommend gifting it to someone who may enjoy it.

18. Opened or Used Products

Opened or used products are not eligible for refund, exchange, or return unless otherwise required by law.

19. Non-Refundable Items

The following items are not eligible for return, refund, or exchange:

  • used home fragrance products
  • sale items
  • free promotional items
  • gift cards
  • kit items returned individually
  • bundle items returned individually

All kits and bundles are sold as complete offers and cannot be refunded, returned, or exchanged item by item.

20. Refunds

Refunds are not guaranteed and are issued only at the discretion of NuAromas in qualifying situations.

If a refund is approved, it will be processed to the original payment method within 3 to 5 business days.

Original shipping charges and packaging charges are non-refundable.

21. Multi-Buy Discounts, Bundles, and Free Offers

If your order included bundle pricing, multi-buy discounts, or free promotional items, and an exception is made for store credit, replacement, or refund, NuAromas reserves the right to adjust the value of the resolution accordingly.

This may include:

  • requiring the return of all promotional items, if requested
  • reducing the store credit or refund amount to reflect discounts received
  • charging the full retail value of kept promotional items, where applicable

Scent Support Promise

22. Product Support for Scent Performance

If you are having trouble getting strong scent performance from your product, our team is happy to help troubleshoot your setup.

Scent performance can vary depending on factors such as:

  • warmer type
  • warmer strength or heat output
  • room size
  • room layout
  • product usage amount
  • scent selection

Our support team may offer suggestions to help improve performance, but this support does not guarantee a refund, replacement, or store credit.

Contact Information

23. Contact Us

If you have any questions about your order or need help with an order issue, please contact us at:

hello@nuaromas.com

Last Updated: January 2026