Frequently Asked Questions
Logistics
Products
Shipping
What are your estimated shipping times?
Standard shipping is approximately 3-8 business days. Expedited shipping is approximately 2-3 business days.
How long are your processing times?
We work as quickly as possible to get your package shipped out to you. However, during peak seasons, your order may take 1-4 business days to pack and ship.
Where do you ship to?
We currently ship to the United States and Canada. Our American orders are shipped from either Utah or Tennessee, and our Canadian orders are shipped from Delta, British Columbia.
Please note that our Natural Air Freshener Sprays can not be shipped to Hawaii, Alaska, Puerto Rico, Nunavut, North West Territories, PO Boxes, and air stage offices.
How much is shipping?
Orders over $45 before tax ship free to Canada and the United States. Orders to Puerto Rico, Hawaii, and Alaska have a $30 shipping charge; this fee is waived on orders over $200.
Returns
What is your return policy?
We think you’ll love using our products as much as we love making them. However, if you’re not 100% happy with your choice, we’re here to help.
Devices can be exchanged or returned within 30 days of purchase. Devices include diffusers and humidifiers. Essential Oils and Natural Air Freshener Sprays can be exchanged or returned within 15 days of purchase. Scent Kits can be returned for store credit only. Items purchased through Gift Cards are eligible for exchange or store credit.
To return or exchange a Natural Air Freshener Spray or Diffuser Bundle, please reach out to our Customer Experience team at hello@vitruvi.com.
View our full return and exchange policy here.
Warranty
Do your devices come with a warranty?
We offer a lifetime warranty on all of our devices. If your device has any mechanical or manufacturing defects, we would be happy to assist you. Devices include diffusers and humidifiers.
Please reach out to us at hello@vitruvi.com with your proof of purchase, information on the issue you’re experiencing, and the serial number (located on the bottom of your device). We would be happy to support you and ensure you have a perfectly working product.
Please note that our lifetime device warranty does not cover personal damages. That said, if you need a replacement part, you’re able to purchase it here.
Cloud Humidifiers
How do I set up my Cloud Humidifier?
For more information on how to set up your Cloud Humidifier, watch our video here.
How do I clean my Cloud Humidifier?
For more information on how to clean your humidifier, watch our video here or follow the steps below.
It is best to clean your humidifier at least once a week. When cleaning your humidifier, always make sure to unplug it, and then remove the lid and water bucket from the base. Next, remove the filter and give it a rinse.
Cleaning the water bucket
You can place the water bucket on the top rack of the dishwasher (make sure to remove the filter first). Alternatively, we suggest using warm, soapy water and a small, soft brush to scrub any corners; then rinse the bucket and set it aside to dry, or use a towel to dry it.
Cleaning the base
Use warm, soapy water and a small, soft brush to scrub any corners, then rinse it and set it aside to dry, or use a towel to dry it. When cleaning the inside of the base, do not allow water into the air vent, as this may cause damage.
Cleaning the lid
Rinse the bottom of the lid, then set it aside to dry or use a towel to dry it.
What type of benefits does the Cloud Humidifier offer?
The Cloud Humidifier is an ultrasonic cool mist humidifier. Cool mist humidifiers are great for hydrating skin, aiding sleep, and boosting immunity. Our ultrasonic technology also means it is whisper quiet and uses minimal energy to operate. It’s designed in a modern, curved silhouette that is nightstand-friendly, meaning you can enjoy all the humidifier benefits without sacrificing aesthetics.
Can I add essential oils to the Cloud Humidifier?
We don’t recommend adding essential oils to your humidifier. If you’re looking to scent your home, we suggest taking a look at our diffusers here.
What type of water should I use in my humidifier?
You can use tap, filtered or distilled water in your humidifier. That said, if you live in an area with hard water, we highly recommend using distilled water, which has all mineral contents removed. While filtered or tap water contains minerals that may affect the quality of the mist and result in faster mineral buildup.
How often should I replace my humidifier filter?
We recommend replacing your filter every 3 months. To purchase more filters, click here.
Why is there water in the base of my humidifier?
This is totally normal! In order for the humidifier to create mist, water has to flow into the base. Once the water bucket is inserted into the base, the water locks will release and the water will flow out. Please note that water must flow through the base from the bucket—do not pour water directly into the base or leakage will occur.
AIR FRESHENER SPRAYS
Where do you ship Natural Air Freshener Sprays to?
Natural Air Freshener Sprays can only be delivered via ground shipping, which means we’re only able to ship these orders within Canada and the United States (some exceptions do apply; see below). We do not offer expedited shipping for orders containing Natural Air Freshener Sprays.
We’re unable to ship Natural Air Freshener Sprays to Hawaii, Alaska, Puerto Rico, Nunavut, Northwest Territories, and air stage offices.
How are your Natural Air Freshener Sprays different from others?
Made with 100% pure essential oils, these sprays are the first in their category to offer the ease of a fine-mist experience without the harmful ingredients found in traditional home scenting products. Our Natural Air Fresheners are free from volatile organic compounds (VOCs), synthetic fragrances, sulfates, parabens, phthalates, formaldehydes, and harmful propellants.
Are Natural Air Freshener Sprays safe for pregnancy and children?
Yes. That being said, we always recommend consulting your healthcare practitioner before bringing any new scents around your little one.
Are Natural Air Freshener Sprays safe for pets?
Yes. That being said, we encourage you to consult with your veterinarian before introducing any new scents to your pet. We don’t recommend leaving your pet unsupervised within reach of Natural Air Freshener Sprays.
Are your Natural Air Freshener Sprays harmful to the environment?
Our Natural Air Freshener Sprays do not have volatile organic compounds (VOCs), which are a major contributor to a negative environmental impact. Our canisters are also 100% recyclable; we encourage you to responsibly recycle them when they’re done using them.
What are VOCs and why are they bad for the environment?
Volatile organic compounds (VOCs) are gasses that are created from certain processes and products, and are emitted into the air both inside and outside our homes. In terms of household products, they are found in everything from paint and varnishes to aerosols and deodorants. Concentrations of VOCs are often higher indoors, which is why these are a common group of compounds to look out for in your products.
When exposed to high levels of VOCs, some of the short-term health effects can include headaches, eye and throat irritation, nausea, and dizziness; long-term effects can include central nervous system damage and cancer.
Stone Diffusers
Do your diffusers come with a warranty?
Yes. All diffusers come with a one-year manufacturer warranty.
How to set up your Stone Diffuser
For more information on how to set up your Stone Diffuser, watch this video.
What are the run times of the Stone Diffuser?
The Stone Diffuser has two run times: 4 hours and 8 hours. The 4-hour setting will run continuously. The 8-hour setting will run for 30 seconds and then turn off for 30 seconds, either until the water in the reservoir is low or the time period has ended. As part of an automatic safety feature, our diffusers do not run until the water reservoir is completely empty.
How to clean your Stone Diffuser
Cleaning the water reservoir
- Unplug your diffuser, and take the stone cover and water reservoir lid off. Empty out any water that’s left in the diffuser.
2. Fill the water reservoir up halfway and add one tablespoon of white vinegar.
3. Let the solution sit in the diffuser for 30-45 minutes.
4. Once you've rinsed out your diffuser, use a cotton swab to wipe the inside of the reservoir. This will clean out any residue left behind from the essential oils.
Cleaning the stone cover
- Remove the stone cover from the base and run the whole piece under warm water.
2. Apply a pea-sized amount of dish soap to the cover and use your fingers to buff out any marks or dirt. Note: do not use fabric or other materials because the stone’s surface can pick up fibers.
3. Rinse the diffuser and set it aside to air dry.
Is the plastic in the diffusers BPA-free?
Yes. The plastic reservoir of each Vitruvi diffuser is made from a high-quality, BPA-free plastic.
Are your diffusers ultrasonic?
Yes. Each Vitruvi diffuser is ultrasonic. This means that it emits no heat and is run through vibrations. Because of this, the plastic, water, and oils are not heated while diffusing, and the plastic has no interaction with the essential oils. Our diffusers have about 2.5 million vibrations/second.
Do Stone Diffusers need to be plugged in?
Yes. The Vitruvi Stone Diffuser does need to be plugged in to be used. Each diffuser comes with a five-foot-long power cord. Because of the cord’s length, it’s easy to hide.
Move Diffusers
How big of a space does Move scent?
The Move Diffuser scents spaces up to 500 sq.-ft. Move is perfect for coffee tables, bathroom counters, and hallways.
What are the run times of the Move Diffuser?
The Move Diffuser has two run times: 4 hours and 8 hours. The 4-hour setting will run continuously. The 8-hour setting will run for 30 seconds and then turn off for 30 seconds, either until the water in the reservoir is low or the time period has ended. As part of an automatic safety feature, our diffusers do not run until the water reservoir is completely empty.
How to set up your Move Diffuser
For more information on how to set up your Move Diffuser, watch this video.
How do I charge the Move Diffuser?
On your first charge of your Move Diffuser, or if you need a quick charge, plug the charging cord directly into the back of the diffuser. For charging upkeep and ease, simply place your Move Diffuser on the charging pad to ensure it is always fully charged before use. A full charge with your diffuser plugged directly into the wall will take about an hour to an hour and a half (exact charging times may vary).
How long will the charge on my Move Diffuser last?
Once your Move Diffuser has been fully charged, it will last for one full cycle.
What is the Move Diffuser made from?
The outside of each diffuser is a beautiful metal. The inside reservoir is made from a high-quality, BPA-free plastic.
Is the Move Diffuser ultrasonic?
Yes. The Move Diffuser is ultrasonic, meaning it runs on vibrations, not through heat. There is never interaction between the essential oils, water, and plastic reservoir.
Stay Diffusers
How big of a space does Stay scent?
The Stay Diffuser scents spaces up to 700 sq.-ft. Stay is perfect for living rooms, kitchens, dining rooms, and lofts.
What are the run times of the Stay Diffuser?
The Stay Diffuser has three run times: 6 hours, 12 hours, and 18 hours. The 6-hour setting will run continuously; the 12-hour setting will run for two minutes on, two minutes off; and the 18-hour setting will run for 2 minutes on, 4 minutes off, either until the water in the reservoir is low or the time period has ended. As part of an automatic safety feature, our diffusers do not run until the water reservoir is completely empty.
How to set up your Stay Diffuser
For more information on how set up your Stay Diffuser, watch this video.
What is the Stay Diffuser made from?
The outside of each diffuser is a beautiful metal. The inside reservoir is made from a high-quality, BPA-free plastic.
Is the Stay Diffuser ultrasonic?
Yes. The Stay Diffuser is ultrasonic, meaning it runs on vibrations, not through heat. There is never interaction between the essential oils, water, and plastic reservoir.
Essential Oils
Are your essential oils 100% pure?
Yes. Our oils are 100% pure with absolutely no fillers, diluting oils, synthetic fragrances, or unnatural components of any kind.
Are your essential oils therapeutic grade?
Therapeutic grade is not an industry standard—it's a trademarked term used to describe certain companies’ products. We prefer to speak about the quality of our products without buzzwords or marketing slogans.
Our oils are 100% pure with absolutely no fillers, diluting oils, synthetic fragrances, or unnatural components of any kind.
Where are your oils sourced from?
We source essential oils from more than 20 countries around the world. From France to Madagascar, we choose places that make the highest-quality products—so that we can bring the best essential oils from around the globe directly to you.
Which oils are safe for pregnancy and babies?
The best thing to do before using essential oils is chat with your doctor. In a diffuser, we recommend using small amounts of essential oils when pregnant (about 5 drops); and when it comes to newborns, we recommend waiting 3 months before using essential oils. But your doctor will know best, as we all react differently.
These are the products we recommend starting with once you’ve spoken to your doctor: Lavender, Bergamot, Grapefruit, Lemon, Frankincense, Boost, and Sleep.
Can I diffuse essential oils around my pets?
Our pets are as unique as us. The first thing we suggest doing is checking with your vet—your animal may be more sensitive than others, so your vet will know best.
We have found that most essential oils are okay to use around animals. Products such as Eucalyptus, Lemon, Grapefruit, Sweet Orange, Bergamot, and our Boost blend should be used sparingly, as they are quite strong. If you would still like to diffuse one of these scents, we suggest limiting the amount to approximately 1 to 5 drops.
Frankincense and Lavender are great choices to diffuse. We also suggest turning your diffuser off when your animals are home alone, just in case they do become agitated by the scent. We do not recommend allowing your pets to ingest essential oils.
Is your packaging and bottles recyclable?
Yes—our packaging is all 100% recyclable, reusable, or biodegradable, and our bottles are printed using plant-based ink.