FAQ
Orders + Processing
What’s your processing time?
Most orders ship within 1–3 business days (sometimes a little longer during new drops, sales, or busy seasons).
I just placed my order—when will I get it? I’m excited!
Once your order ships, most USA deliveries arrive in 2–7 business days depending on the carrier. You’ll receive a tracking email as soon as your label is created.
Do you ship on specific days?
Yes—because we ship wax-based products, we typically ship Monday–Wednesday to reduce the chance of packages sitting over a weekend in the heat. (We may ship outside that window when temperatures allow.)
Can I change my address after ordering?
If your order hasn’t shipped yet, we might be able to help. Email us ASAP at mailto:Hello@InGoodScents.com with your order number and the corrected address. Once a label is created or the package is in transit, changes may not be possible.
I entered the wrong address—what happens?
If a package is returned to us due to an incorrect or incomplete address, we can reship it once the address is updated. Reshipping costs may apply.
Do you restock sold-out items?
Often, yes—most items come back in limited runs. If something is sold out, check back soon or join our email list for restock + drop updates.
Can I cancel or edit my order after placing it?
Possibly — if you contact us quickly.
Orders begin processing fast, so changes or cancellations aren’t guaranteed once production or shipping starts.
Email us ASAP, and we’ll do our best to help. 🤎
Do you offer gift notes or gift-ready packaging?
At this time, we don’t offer custom gift notes or handwritten messages.
Some items are available in gift-ready packaging (like our Drive & Unwind Gift Sets) — and if a product includes special gifting presentation, it will always be clearly shown in the listing photos and description.
Everything is still packed with care and made to feel special, even when it’s not labeled as a formal “gift wrap” option. 🤎
Do you offer preorders or backorders?
Sometimes. If we offer a preorder/backorder, it will be clearly labeled on the product page (and/or at checkout) with an estimated ship window.
Shipping
Do you ship internationally?
At this time, we primarily ship within the United States. If international shipping is offered for a specific item, it will show at checkout.
How much is shipping?
Shipping is calculated automatically at checkout based on your order total:
- Free Standard Shipping on orders $75+
- $4.99 Standard Shipping on orders $25–$74.99
- $7.99 Standard Shipping on orders under $25
Are those shipping rates for wholesale orders too?
No—those rates are for retail customers. Wholesale shipping is quoted separately based on order size and destination.
My tracking isn’t moving—did something happen?
Tracking can take 24–48 hours to update after the label is created. If it hasn’t updated after that, email us and we’ll help.
It says “Delivered,” but I don’t see it. What do I do?
First, check around your delivery area and with neighbors/household members. Then contact the carrier with your tracking number. If you still need help, email us—we’ll do what we can on our end.
What if my package is returned to sender?
If a package is returned to us due to an incorrect address, an incomplete address, or a delivery issue outside of our control, we can absolutely help get it back out to you.
Once the package returns, you’ll have two options:
- We can resend it to an updated address (additional shipping may apply), or
- We can issue a refund minus the original shipping cost (depending on the order type)
To avoid delays, please double-check your shipping information at checkout — especially apartment numbers or unit details.
Will my candle arrive melted?
We do everything we can to protect your order during warmer seasons.
When temperatures are high, we may package candles and melts using a bubble foil insulation thermal barrier to help reduce heat exposure and prevent melting or damage in transit.
That said, slight softening can occasionally happen during extreme heat or long delivery routes — especially in summer.
If your candle arrives warm or slightly softened, just let it rest at room temperature and it will return to normal.
If anything arrives truly damaged, reach out right away and we’ll make it right.
Returns + Issues
Do you accept returns or exchanges?
If something isn’t right, please reach out. Returns are accepted within 20 days of purchase for items that are unused, in new condition, and in original packaging (RMA required).
How do I start a return? (RMA required)
Email mailto:Hello@InGoodScents.com to request an RMA number. Include your order number, the item(s), and a quick note on why.
Who pays return shipping?
Return shipping is typically the customer’s responsibility unless the item arrived damaged or incorrect. We recommend using a tracked shipping method.
My order arrived damaged/wrong/missing—what should I do?
Email us within 48 hours of delivery with your order number and clear photos of:
- the item(s)
- the packaging
- the shipping label
We’ll make it right as quickly as possible.
Fragrance Stories + Reviews
What are Fragrance Stories?
Fragrance Stories are my personal & customer-submitted scent memories + “what it should smell like.” If your story is chosen, we recreate it as a real fragrance and feature it as part of our collection.
Where do I submit a Fragrance Story?
You’ll see the option on the product review page. After completing your true product review of your last purchase
Details on submitting your fragrance story: Submit Your Fragrance Story 🤎
How do you choose which stories get made?
We look at a mix of:
- Community interest (people can mark stories as helpful / vote with thumbs up or thumbs down),
- How clearly the scent is described,
- Whether we can realistically recreate it with safe, high-quality fragrance materials,
- And whether we feel we can make something that matches what you described closely and confidently.
Even if a story gets a lot of love, final selection still depends on our ability to recreate it well.
Does voting guarantee my story will be made?
No — voting helps guide us, but it’s only part of the decision. Some scent ideas are easier to recreate than others, and we only release fragrances we feel truly match the story.
Will my story be used exactly as I wrote it?
Not always. We may shorten, lightly edit, or reword parts of a story so it fits our branding, candle labels, and website formatting.
That said, our goal is always to keep the story true to your original memory — but we can’t guarantee every word will be used exactly as submitted.
Can you guarantee the scent will match exactly what I imagine?
Scent is personal, and everyone experiences fragrance differently. We recreate your story based on the description you submit, using our best interpretation of the notes, mood, and memory you share. Because of how small-batch production works, we don’t provide scent samples or approval rounds before releasing the fragrance. We aim to get it as close as possible — but we can’t guarantee it will match your exact “in your head” version 100%.
My Fragrance Story was chosen — how do I get my FREE 8oz candle?
If we recreate your Fragrance Story as an official scent, you’ll receive a FREE 8oz candle of that fragrance. We’ll email you using the email tied to your past order to confirm your current shipping address. Please reply within 14 business days to claim it.
How will I know if my story is chosen?
We’ll email you using the address you submitted. We may also announce new Fragrance Story creations on social media, so following us there is a great backup if you don’t check email often.
Where might my story appear if it’s featured?
If selected, your story (or an edited/shortened version) may appear on:
- the product page,
- a candle label,
- blog posts,
- email marketing, or
- social media content related to the fragrance creation.
Can I ask you to remove my story later?
If your story is featured and you later have concerns, reach out, and we’ll do our best to help where we reasonably can. We can usually update the name shown (first name) for future website use. However, we can’t guarantee removal from past printed labels, past emails, or older social posts once they’ve been published. Fragrance Story submissions do not create ownership rights, and we do not discontinue scents based on story removal requests.
Can I submit multiple stories?
Yes — you’re welcome to submit more than one over time. We ask you to keep it to 1 Fragrance Story per product review submission, so if you have multiple ideas, submit your favorite first (the one you’d want made most).
How do I burn my candle the first time?
For the first burn, let the wax melt all the way to the edges of the jar. This helps prevent tunneling and sets you up for an even burn moving forward.
Candles
How long should I burn my candle each time?
We recommend 2–4 hours per burn. Avoid burning longer than 4 hours at a time for best performance and safety.
How do I prevent tunneling?
Tunneling usually happens when the candle isn’t burned long enough early on. Let the first burn reach the edges, then aim for burns long enough to create a full melt pool.
Do I need to trim the wick?
Yes—trim to about 1/4 inch before each burn (once the wick is cool). This helps reduce smoke/soot and keeps the flame steady.
My candle is smoking or sooting—what should I do?
Extinguish the candle, let it cool, trim the wick to 1/4 inch, then relight. Also keep the candle away from drafts (fans, vents, open windows).
Why does the wax look uneven (frosting / wet spots)?
That’s normal with handmade candles and wax blends. It doesn’t affect scent or performance—just the look.
Can I move my candle while it’s burning?
No—please don’t. Hot wax and glass can shift and spill. Always burn on a stable, heat-safe surface.
Is it safe to burn around kids and pets?
Candles should always be used with caution—keep out of reach of children/pets, and never leave a candle unattended.
When should I stop burning my candle?
Stop using when there’s about 1/2 inch of wax left. Burning past that point can overheat the container.
What if my candle arrives soft or looks like it got warm in transit?
Wax can soften during shipping (especially in warmer months). Let it rest at room temperature and it should return to normal.
What is your wax blend made up of?
We use a coconut–soy wax blend in our candles. For performance, we also use a very small amount of paraffin—it helps with a smoother finish, stronger scent throw, and a more consistent burn.
While we keep the exact formula private (that part is our “recipe”), we believe in transparency within reason—so you’ll always know what you’re burning.
Wax Melts
How do I use wax melts?
Place 1–2 pieces in your wax warmer dish and turn the warmer on. Enjoy, then replace the wax once the scent fades. You can always add more—go slow to avoid overflow
How long do wax melts last?
It depends on your warmer, room size, and scent, but most customers get multiple sessions from one pour. When the scent fades, it’s time to change the wax.
How do I remove used wax from my warmer?
Turn the warmer off and let wax cool/harden. Then pop it out (or use the “cotton ball method” while wax is slightly warm). Always follow your warmer’s instructions.
Can I mix scents?
Yes! Mixing is encouraged. Just keep it simple at first (two scents max) so it doesn’t get overwhelming.
Why did the wax still look “full” but stop smelling strong?
That’s normal—wax can keep melting after the fragrance has been used up. Once scent fades, swap it out for fresh wax.
Are wax melts safe around kids and pets?
Wax melts are not edible and should be kept out of reach. Use warmers on stable surfaces where little hands/paws can’t reach.
Do wax melts have an open flame?
Not if you use an electric warmer (recommended). If you use a tealight warmer, follow all candle safety rules and never leave it unattended. Do not use on a stovetop.
What is your wax melt blend made of?
We use a custom blend of soy-based waxes for our wax melts, including soy and a paraffin/soy blend for performance. The paraffin component helps with a harder finish, stronger scent throw, and longer-lasting fragrance.
While we keep the exact formula private (that part is our “recipe”), we believe in transparency within reason—so you’ll always know what you’re melting.
How strong is the scent, and can I control it?
Yes—strength is adjustable. Tip it for a quick refresh when you want more scent, and flip less often for a lighter scent.
Diffusers
How do I use my hanging diffuser for the first time?
Unscrew the cap, remove the stopper (if included), screw the cap back on tightly, then tip the bottle briefly to saturate the wood top. Flip back upright—done.
How long does a hanging diffuser last?
It depends on how often you refresh it, temperature, and airflow, but most last for weeks. Warmer conditions (like cars in Florida heat) may shorten lifespan.
Can I use this in my car?
Yes—but heat can make diffuser oil move faster. Keep it upright and avoid over-saturating the wood top to reduce the chance of drips.
What if diffuser oil spills or leaks?
Diffuser oil can damage certain surfaces. If a spill happens, wipe immediately and clean the area. Always keep diffusers upright and avoid overfilling/over-saturating.
Is diffuser oil safe on skin or fabric?
Avoid contact with skin, eyes, fabrics, dashboards, and finished surfaces. If contact occurs, rinse/wash promptly.
Do you offer refills?
Yes—refills are available (when listed). If you don’t see your scent, email us and we’ll help if we can.
Can I open or pour the oil into another container?
We don’t recommend it. Our diffuser oil is designed and tested for our hanging diffusers, and that’s the safest way to use it for the best experience. While we may offer reed diffusers in the future, this oil hasn’t been tested for reed diffuser performance yet (like reed compatibility, wicking rate, and scent output). For now, please stick to using it as intended in the hanging diffuser.
Are diffusers safe around kids and pets?
Please keep diffusers out of reach. Diffuser oil should not be ingested and should be used with care in homes with children/pets.
Do you offer wholesale or bulk orders?
Yes — we may offer wholesale or bulk ordering for select products and events.
If you’re interested in carrying In Good Scents in your shop or placing a larger order, please email us at Hello@InGoodScents.com with a few details, such as what you’re ordering (candles/melts/diffusers), quantity, deadline date, and shipping ZIP code, and we'll get back to you within 24-72 hours.
We review wholesale requests case-by-case so we can keep everything small-batch and consistent. Lead times vary depending on quantity.