Frequently Asked Questions

Short description
You’ve got questions. We’ve got answers.
Content

Title
Top FAQs

Answer

We currently do not offer an online system for scent changes. However, we recommend emailing Customer Care at [email protected] or calling us Sunday-Thursday 10am-5pm with your scent change requests.  

Please note, most customers have a notice period in accordance with their Scent Marketing agreements. Scent change requests made outside of that notice period are subject to a scent change fee.  If you’re unsure, a customer care representative will be able to notify you of your notice period.  

Answer

Any Scent Marketing  Rep can provide you with a current scent list.  

Answer

By emailing Customer Care at [email protected] or calling us Sunday-Thursday 10am-5pm with your sample requests.  We can send up to (10) sample sticks at a time. These are not full-sized cartridges.  The sample sticks are individually dipped and wrapped for sampling purposes.  

Title
Service & Account FAQs

Answer

Please contact your local sales rep.  

If you do not have your contact information for your local rep, please email Customer Care at [email protected] or call us Sunday-Thursday 10am-5pm and we will direct you to the correct party.  

Answer

Please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected] and we will direct you to a Customer Retention Rep who can provide your options for reduction.  

Answer

Please contact your local sales rep.  

If you do not have your contact information for your local rep, please email Customer Care at [email protected] or call us Sunday-Thursday 10am-5pm and we will direct you to the correct party.  

Answer

Please email Customer Care at [email protected] or call us Sunday-Thursday 10am-5pm with the updated information and we will process your request.   

Answer

Please email Customer Care at [email protected] or call us Sunday-Thursday 10am-5pm with the updated information and we will process your request.  

Answer

By calling Customer Care Sunday-Thursday 10am-5pm or emailing us at [email protected] with your request . You will be routed to a Customer Retention Representative who will provide you with your notice period and options for ending service.  

Title
Accounting & Payment FAQs

Answer

You can request a copy of your invoice by emailing Customer Care at [email protected]  or calling us Sunday-Thursday 10am-5pm. 

Answer

By calling Customer Care Sunday-Thursday 10am-5pm or emailing us at [email protected] with your request. 

Title
Equipment FAQs

Answer

Click here to see the following tutorials for detailed instructions on how to change your cartridge. 

 

Answer

Here are some tips to help you identify when your cartridge needs replaced: 

  • Smell: No matter what system you have, the first identifier it may be time to change your cartridge is a lack of scent in the air. But this can also be tricky given how our sense of smell gets used to fragrances we encounter every day; so its recommended to get a second nose involved.
  • Sight: If you have a ScentDirect, open the system door to view the oil cartridge directly. You can easily see if your oil is low and it’s time to change your cartridge.
  • Sound: When the ScentDirect cartridge is empty, you can often notice a new soft but high-pitch sound coming from the machine.

Answer

If you find that your ScentWave cartridge still has fragrance after use, we recommend placing it in a small office, restroom, closet, or other small space for further enjoyment. ScentWave cartridges, specifically, should be replaced every 30 days by a new/unwrapped cartridge.

Answer

Please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected].

Title
Fragrance FAQs

Answer

We currently do not offer an online system for scent changes. However, we recommend emailing Customer Care at [email protected] or calling us Sunday-Thursday 10am-5pm with your scent change requests.  

Please note, most customers have a notice period in accordance with their Scent Marketing agreements. Scent change requests made outside of that notice period are subject to a scent change fee.  If you’re unsure, a customer care representative will be able to notify you of your notice period.  

Answer

Our ScentWave cartridges are made to last up to 300 hours of run time. Please note that the 1040 is for spaces up to 2000 sq. ft and the 740 is made for spaces up to 800 sq. ft.  

There are a lot of variables that can affect the life of your cartridge. We recommend that your ScentWave is not placed near an exterior door or window or near the air intake vent for your HVAC. For further troubleshooting options, please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected] and we can review your system settings and walk through the best options for your service.  

For ScentDirect and ScentStream customers, please call our Technical Services department to discuss settings and consumption.  

Answer
  • Wrapped = 90-day shelf life
  • Unwrapped = 300 running hours, or 30 days in the machine.

Answer

No. Once the cartridges leave our facility, they are considered used. Cartridges are made to order. We cannot reuse the cartridge or send it to another customer for use once it has left the building.  

Answer

If you need safety information on a particular scent, please submit an email request, along with your account information to [email protected].  

In the meantime, here’s some general information about our safety standards you might find informative: 

Scent Marketing is proud of our track record of meeting, and more commonly exceeding, global requirements for safety, led by our in-house regulatory team. Our scents and systems are used by a wide range of clients who trust in our safety, including hotels, resorts, medical offices, schools, hospitals and many more. Scent Marketing meets or exceeds safety and regulatory requirements including: 

  • International Fragrance Association (IFRA)
  • 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

Title
Shipment FAQs

Answer

Please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected] and a customer care representative will be able to provide you with your shipment schedule and applicable tracking information, if available.  

Answer

Please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected] and a customer care representative will be able to provide you with your shipment schedule and applicable tracking information, if available.  

Answer

Please call Customer Care Sunday-Thursday 10am-5pm or email us at [email protected].  We can provide the tracking information and work with you to submit an order for a replacement, if needed.  

Answer

All service shipments are based on each customer’s current Scent Marketing agreement.  While we do not currently offer an order-as-needed option for contracted customers, our Customer Care/Customer Retention team would be happy to discuss all your options with you.  

Title
How do I contact…

Answer

You can reach Customer Care via email at [email protected]