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Frequently Asked Questions

Black Friday

What are the exclusions for the Black Friday Sale?
Our Black Friday Sale excludes the Move Diffuser and Stay Diffuser. No other promotions applicable during this sale, including Refer a Friend codes. Expedited shipping is not available during the sale.
How long will the Black Friday Sale run for?
Our Black Friday Sale will be on from Monday, November 23, 2020 at 6:00 p.m. PST to Monday, November 30, 2020 at midnight PST.
What is the return policy for items purchased during the Black Friday Sale?
Items purchased during our Black Friday Sale are only eligible for exchange or return for store credit. All items purchased between November 23 and December 15, 2020 can be returned for credit or exchanged until January 15, 2021.

Move and Stay Diffusers

What is the difference between the Move Diffuser and the Stay Diffuser?
The Move Diffuser is cordless, allowing you to scent every corner of your home. The Stay Diffuser is long-lasting, able to scent your largest rooms for 18 hours. They both have a beautiful matte metal finish that looks good in any space.

Take a look at our comparison chart to see further information on the differences between our Move, Stay, and Stone diffusers.
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.
How big of a space does Move and Stay scent?
The Move Diffuser scents spaces up to 500 sq.-ft. Move is perfect for coffee tables, bathroom counters, and hallways. The Stay Diffuser scents spaces up to 700 sq.-ft. Stay is perfect for living rooms, kitchens, dining rooms, and lofts.

Take a look at our comparison chart to see further information on the differences between our Move, Stay, and Stone diffusers.
What are the intermittent settings for the Stay Diffuser?
The Stay Diffuser has three time settings: six, 12, 18 hours. The six-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 two minutes on, four minutes off.
What are the Move Diffuser and 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.
How do I clean the outside of the Move Diffuser and Stay Diffuser?
Take a damp cloth and gently wipe away any marks on the exterior of your diffuser. Then either wipe it dry or let it air dry.
Are the Move Diffuser and Stay Diffuser ultrasonic?
The Move Diffuser comes with a charging pad. Simply plug the charging pad in, sit your Move Diffuser on the pad, and the charging will begin. A full charge takes approximately one to one-and-a-half hours. Once your diffuser is charged, you are able to easily move it from room to room within your home.

Shipping

Where do you ship to?
We currently ship to Canada, the United States, Australia, and the United Kingdom. Our Canadian orders are shipped from Delta, British Columbia, and our American orders are shipped from either Utah or Tennessee.

For more information on shipping to Australia and the UK, please visit our International Shipping page.
How long are your shipping times?
During the COVID-19 pandemic, we are not able to guarantee shipping times. We are working closely with Canada Post and FedEx to ensure your package arrives within the quoted three to eight business days, however there may be a slight delay. You will be updated with any changes.
How much is Shipping?
Orders over $45 before tax ship free to Canada and the United States. Orders to Puerto Rico and Hawaii have a $30 shipping charge; this fee is waived on orders over $200.
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 one to two business days to pack and ship.
Is expedited shipping available?
Yes. You are able to choose expedited shipping (one to two business days) within Canada and the United States at checkout. This is a charge of $20. Expedited Shipping will not be available during sale periods
Where will my package ship from?
If you are located in Canada, your package will ship from Delta, B.C. If you are located in the United States, United Kingdom, or Australia, your package will ship from Utah or Tennessee.
What currency are your prices in?
We have warehouses in both Canada and the US, meaning you’ll be charged in the currency of where you place your order from. So if you order from Canada, it’ll be CAD, and if you order from the US, UK, or Australia, it’ll be USD.

Returns

What is your return policy?
All of our diffusers are eligible for a return or exchange within 30 days of purchase. All essential oil products and accessories are eligible for a return or exchange within 15 days of purchase. View our full return and exchange policy.
What is your return policy for sale merchandise?
Sale and discounted items are eligible for an exchange or a return for store credit within 15 days of purchase. Our Customer Experience team would be happy to help you with this—please email them at hello@vitruvi.ca.

Stone Diffusers

Do your diffusers come with a warranty?
Yes. All diffusers come with a one-year manufacturer warranty.
Is there a diffuser manual?
Yes. The full manual can be found here.
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 is easy to hide.
Are your Stone Diffusers also humidifiers?
The vitruvi Stone Diffuser is an ultrasonic essential oil diffuser, meaning that it was designed and built to diffuse essential oils, and covers approximately 500 square-feet of space.

Because it is ultrasonic in nature, it does mist into the air and adds some moisture to the surrounding environment—but not as much as a traditional humidifier.

If you are using your vitruvi diffuser somewhere close to you, such as beside the bed while you sleep or on your desk while you work, the mist will be an added benefit, but it will not fill the room with moisture like a humidifier.

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.
Why are some of your essential oils certified organic while some are not?
We source our essential oils from over 20 different countries. Some countries have organic certification systems in place, while others have more complex systems. Regardless, all vitruvi oils are non-GMO, pesticide-free, and never tested on animals. If you’re curious to know more, you can find each oil’s Certificate of Analysis—including its purity and potency—on its product page.
Can I ingest your oils?
As a Canadian company, we can’t promote the ingestion of our oils. However, all of our oils are 100% pure and natural, and eight out of 15 them are certified organic. We recommend seeing a professional aromatherapist before ingesting any essential oils.
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 five drops); and when it comes to newborns, we recommend waiting three 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, Ylang Ylang, 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 Ylang Ylang, Eucalyptus, Lemon, Grapefruit, Sweet Orange, Bergamot, Tea Tree, and our Boost blend should be used sparingly, if at all, as they are quite strong. If you would still like to diffuse one of these scents, we suggest limiting the amount to approximately one to five drops.

Frankincense, Geranium, and Rosemary are great choices to diffuse. The majority of essential oils are perfectly okay to diffuse around your pets.

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.
What is the shelf life of your essential oils?
All of our products have a two-year shelf life. Our bottles are designed to keep light from reaching the oils, however we still advise storing them in a room-temperature environment and out of direct sunlight.

Subscription (The Essentials Club)

Is there a minimum order for The Essentials Club?
Yes. You must commit to two orders through your subscription. However, you are able to pause your subscription, and add or remove items, at any time. If you require any assistance, please reach out to our team at hello@vitruvi.com.
Is there a fee to sign up for The Essentials Club?
No. There is no fee to join. However, there is a two-shipment minimum; you must commit to at least two scheduled deliveries before you can cancel your subscription.
Can I cancel my subscription?
Yes. You are able to cancel your subscription after your first two scheduled shipments. If you would like to cancel your subscription before two scheduled shipments, please email our Customer Experience team at hello@vitruvi.com.
Can I add or remove items from my subscription during my first two orders?
Yes. You are able to pause your subscription, and add or remove items, at any time. If you require any assistance to do so, please reach out to our Customer Experience team at hello@vitruvi.com.
Can I return items from my subscription?
Items purchased through The Essentials Club are eligible to return for store credit only.
Will my Essentials Club order receive free shipping?
All orders within Canada and the United States that are over $45 (before tax) will ship free. Puerto Rico and Hawaii are excluded from this.
Are all vitruvi products available in The Essentials Club?
No. Diffusers, kits, sets, and accessories are not part of The Essentials Club.
Can discount codes, credits, or referral codes be applied to my subscription?
No. Discount codes, credits, and referral codes are not applicable on subscription orders. If you would like to use a code on a one-time purchase, you can create a separate order.
When will I be charged for my orders?
You will be charged for each scheduled shipment two to three days before your shipment. You will be unable to cancel your shipment once it has been charged and processed.
Are international orders eligible for subscription?
The Essentials Club is only eligible for residents of Canada and the US.

Refer a Friend

How will I receive my credit once a friend has purchased?
Your $15 credit will be automatically applied to your account. Just make sure you are signed in and you’ll be able to view your credit amount.
How do I use my credit?
To use your credit, click on the “store credit” tab and you’ll be able to copy and paste your code. Make sure you use this code only when you are ready to checkout.
I redeemed my code, but I wasn’t ready to checkout. My code is gone now—what do I do?
Simply return to your “store credit” tab and click the link “recover my discount.” Your credit will be reinstated on your account.
Are there any restrictions to the Refer a Friend program?
Yes. You are not allowed to refer yourself, or to apply a discount code sent to a friend on your own order. The person you are referring must be a new customer to vitruvi in order for your credit to apply. We reserve the right to cancel store credit should we detect any suspicious or fraudulent activity associated with your account.

Quadpay

What is QuadPay?
QuadPay is a payment platform that gives you the option to pay for your purchases with four simple, interest-free installments.
What payment types are accepted?
QuadPay accepts all US credit and debit cards (including American Express and Discover). However, QuadPay cannot accept credit or debit cards from overseas or prepaid debit cards.
What does it cost to use QuadPay?
If you pay on time, there is never a cost to using QuadPay.
Are there late fees?
QuadPay charges a $7 late fee on overdue payments. QuadPay reserves the right to charge an additional $7 fee if payment has not been made within seven days of the original due date. The maximum amount you will ever be charged for an individual order is $14.
Who can use QuadPay?
In order to have an account with QuadPay, you must: live in the US, be at least 18 years old, have a valid and verifiable mobile number, and use a US credit or debit card to make your purchase.
What information does QuadPay need from a customer?
For initial sign-up, QuadPay only needs your date of birth, mobile number, and either a debit or credit card. After that, you just need to enter your mobile number to make a purchase through the platform. QuadPay is completely secure.

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