Frequently Asked Questions

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Top FAQs

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We currently do not offer an online system for scent changes. However, we recommend emailing Customer Care at customercare@scentair.com or calling us Monday-Thursday 8am-6pm and Friday 8am-5pm with your scent change requests.  

Please note, most customers have a notice period in accordance with their ScentAir 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.  

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Any ScentAir Rep can provide you with a current scent list.  

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By emailing Customer Care at customercare@scentair.com or calling us Monday-Thursday 8am-6pm and Friday 8am-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.  

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Service & Account FAQs

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Please contact your local sales rep.  

If you do not have your contact information for your local rep, please email Customer Care at customercare@scentair.com , or call us Monday-Thursday 8am-6pm and Friday 8am-5pm and we will direct you to the correct party.  

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com , and we will direct you to a Customer Retention Rep who can provide your options for reduction.  

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Please contact your local sales rep.  

If you do not have your contact information for your local rep, please email Customer Care at customercare@scentair.com, or call us Monday-Thursday 8am-6pm and Friday 8am-5pm and we will direct you to the correct party.  

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Please email Customer Care at customercare@scentair.com , or call us Monday-Thursday 8am-6pm and Friday 8am-5pm with the updated information and we will process your request.   

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Please email Customer Care at customercare@scentair.com, or call us Monday-Thursday 8am-6pm and Friday 8am-5pm with the updated information and we will process your request.  

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By calling Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or emailing us at customercare@scentair.com 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.  

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Your Customer Retention Representative will provide you with a Return Material Authorisation (RMA) number. Please send the equipment back as instructed to the following address:

ScentAir Returns
RMA#
3810 Shutterfly Road Suite 900
Charlotte, NC 28217, USA

Please keep your tracking information after shipping to ensure delivery. 

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Accounting & Payment FAQs

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For eligible customers, we recommend using the online account centre portal.  There you will be able to access and print invoices, make payments and set up/edit autopay.  

You can also request a copy of your invoice by emailing Customer Care at customercare@scentair.com  or calling us Monday-Thursday 8am-6pm and Friday 8am-5pm. 

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By calling Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or emailing us at customercare@scentair.com with your request. 

We do not currently have a way to access statements online.  

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Only eligible customers who have registered for the online account centre are able to pay their invoices online. You can register for an account and pay your invoice here

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There are 2 ways to set up a credit card on your account: 

Please note: initial set up is not available for manual entry by a customer care representative or AR-Rep. This must be done by the customer for their security.

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There are 3 ways to update your credit card: 

  • Via Scentpay: http://pay.scentair.com/
  • If eligible, via the online account centre, once registered (this is the preferred method) 
  • By calling Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or emailing us at customercare@scentair.com with your request. Customers on autopay via the online account centre will have to update their credit card via the portal. Otherwise, customer care representative or AR can update the card on file.

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Equipment FAQs

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

 

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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.

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ScentAir does not require or recommend that customers send their used cartridges back to us. We do request that the cartridges are recycled in accordance with your local guidelines.

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

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com.  One of our customer care representatives will be able to submit an order for a replacement machine and return label to send back the faulty equipment. If necessary, replacement parts may be sent instead of the entire machine. These options will be discussed during your conversation with a customer care representative.  

Please do not dispose of the faulty equipment in order to avoid a non-returned equipment fee based on the machine you have.  

ScentWave: $199 + tax 
ScentDirect: $299 + tax 
ScentDirect Tower: $299 + tax 
Stream: $499 

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com.  One of our customer care representatives will be able to submit an order for a replacement machine and provide you with your options for the lost/stolen equipment.  

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Fragrance FAQs

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We currently do not offer an online system for scent changes. However, we recommend emailing Customer Care at customercare@scentair.com or calling us Monday-Thursday 8am-6pm and Friday 8am-5pm with your scent change requests.  

Please note, most customers have a notice period in accordance with their ScentAir 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.  

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Our ScentWave cartridges are made to last up to 300 hours of run time. Please note that the 1040 is for spaces up to 185 sq. m., and the 740 is made for spaces up to 7 sq. m.  

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 Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com , 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.  

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

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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.  

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If you need safety information on a particular scent, please submit an email request, along with your account information to regulatory@scentair.com.  

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

ScentAir 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. ScentAir meets or exceeds safety and regulatory requirements including: 

  • International Fragrance Association (IFRA)
  • US Occupational Safety and Health Administration (OSHA)
  • Registered with the US Toxic Substance Control Act (TSCA)
  • State of California's Prop 65 per OEHHA
  • California Air Resource Board (CARB) VOC Regulations

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Shipment FAQs

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com , and a customer care representative will be able to provide you with your shipment schedule and applicable tracking information, if available.  

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com , and a customer care representative will be able to provide you with your shipment schedule and applicable tracking information, if available.  

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Please call Customer Care Monday-Thursday 8am-6pm and Friday 8am-5pm or email us at customercare@scentair.com.  We can provide the tracking information and work with you to submit an order for a replacement, if needed.  

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All service shipments are based on each customer’s current ScentAir 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.  

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Invoices are generated either on the 1st of every month or on the day that your original agreement was signed.  

Recurring shipment dates are based on the date of your initial shipment.  

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Shipping Hold: stops desired shipment of products for the customers requested amount of time. This hold does not affect the monthly billing of services; billing continues as is. 

Shipping & Billing Hold (Courtesy Hold): stops shipment and monthly billing of service for 30, 60 or 90 days dependent on the length of the agreement.  

12-month agreement = 30-day hold 
24-month agreement = 60-day hold 
36-month agreement = 90-day hold 

Please note: no shipments or invoices are processed during a shipping and billing hold. Eligible customers are allowed this hold option one time per agreement term.   

Eligibility requirements apply. The account must have no past due invoices and a signed addendum that extends the contract by a period the same length as the hold. 

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How do I contact…

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You can reach Customer Care via email at customercare@scentair.com

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You can reach Technical Services via email at techservices@scentair.com

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You can reach Accounts Receivable via email at arscentair@scentair.com

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You can reach New Customer Sales via email at sales@scentair.com

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