FAQ

TMS Products

What ingredients do we use?

We thoughtfully source all our ingredients to craft safe, sustainable products that are vegan, cruelty-free, phthalate-free, and never tested on animals.

Our candles are made with 100% coconut soy wax, cotton wicks, and a blend of premium fragrance oils, combining natural and responsibly created materials.

Explore more about the ingredients we use in our home fragrances, perfumes, and bath & body products by clicking on each product type.

How fragrant are our products?

Our products are crafted with a balanced blend of fragrance oils, ensuring a pleasant scent that won’t overwhelm or cause discomfort. To achieve the best results, we recommend using each product in spaces suited to its size and strength:

  • Discovery Kit (2 oz candles): Perfect for sampling scents before committing to a larger candle. These are designed for you to experience the fragrance but not to fill an entire room.
  • Small Spaces: Our 5 oz candles offer a contained scent throw, while reed diffusers and room & linen sprays provide a quick and refreshing boost.
  • Medium Spaces: Ideal for our 7.5 oz candles, which provide a balanced fragrance throw.
  • Large Spaces: For larger areas, we suggest burning two or more 7.5 oz candles simultaneously for optimal scent coverage.

Enjoy a beautifully scented space tailored to your needs!

Pet Safety

Our products are crafted to be safe for homes shared with pets, as I am a mother of two cats (meow). While we NEVER test on animals, we always recommend to use our products as directed on our warning label. Please keep it out of reach of pets (and children), as certain essential oils may be irritated on pets and can be toxic to some breeds.

Can you recycle your jars/tins

Yes! You can repurpose your jars and even have them refilled. For instructions and ideas, click here!

Shipping

Where do you ship?

We ship in the US only. If you are international, please feel free to message me to see if I can ship your order to your location.

Do you offer free shipping?

Yes!! Free shipping over $100+

How long will it take to get my order?

We process orders within 3-5 business days (excluding weekends and holidays).

Once your order is handed off to the post office, delivery typically takes 3-10 business days.

Kindly note that once a package has been shipped, tracking and final delivery are beyond our control. While we wish we could assist further, we are unable to replace packages that are lost or stolen.

Pick Up

How does local pick up work?

At checkout, select "Local Pickup." Our processing time is the same as for shipping.

Once your order is ready, I’ll send you an email to arrange a pickup time.

Pickup is available in San Francisco, CA (Mission District).

How long will you hold my order?

If I don't hear from you within 15 days, I will need to cancel your order and issue a refund.

If you choose to place another order, I’ll ask you to select a shipping option to avoid this situation.

Return for & Exchange

Do you accepts returns or exchanges?

Currently, we do not accept returns or exchanges. However, if your item arrives damaged or broken, we’re happy to offer a replacement or refund. Please email us within 7 days of delivery with photos of the damaged item so we can assist you further.

What if my package got stolen or delivered to the wrong address?

Please double-check your shipping address before completing your order. We are not responsible for lost or stolen packages, or for orders sent to an incorrect address. If you realize you’ve entered the wrong address, please contact us within 24 hours of placing your order so we can make the necessary adjustments. If your package is returned to us due to an incorrect address, we can either:

  1. Reship the package to you, but you’ll need to cover the shipping cost.
  2. Issue a refund for the order, but the original shipping fee will not be refunded.

If your order is missing or stolen, please file a claim directly with USPS.

What happens if my order comes out broken or damaged?

Here’s a revised version of that message:

If your order arrives damaged or broken, please contact us within 7 days of delivery with the following:

  • 2-5 photos of the damaged item
  • A photo of the shipping box
  • A photo of the shipping label
  • Proof of purchase

Refill Program

At ThatmakescentsCo, we're committed to minimizing waste, and our refill program plays a big part in that effort!

With this program, you can get refills for any of our in-house products at 50% off. It's a great way to keep your favorite items out of the landfill while also saving you money.

Can I ship any container to you?

Please message me if you have a container you want to use. We can definitely work something out.

Can you do candle refills?

Please message me in regards to candle refills. I do have to ask certain questions before doing a refill on candles

How should I pack my vessels for shipping?

Be sure to wrap your vessel(s) with padding like newspaper, bubble wrap, etc. You want to make sure they are secure in the box with enough padding that cannot move around.

What if my vessel is damaged during shipping?

If it is damaged on the way to us, there will be a replacement fee of $6. If your refill is damaged on its way back to you contact us so we can make it right.

Drop Off/Pick Up

Kindly ensure that all containers are thoroughly cleaned before sending them to us. Shipping expenses will be under your responsibility.

Upon contacting us, we will arrange a drop-off schedule. Subsequently, an invoice for the items will be provided.

The process commences upon payment receipt and typically concludes within 3-5 business days.

We shall notify you when your container is ready for collection, offering various dates and times for pickup.

How To Ship Refills

Please ensure that your containers are thoroughly cleaned before shipping them to us. Shipping costs will be your responsibility.

Send your tracking number to thatmakescentscollc@gmail.com so we can monitor the delivery of your package.

Once we receive your shipment, we’ll issue an invoice for the refill. If the containers are excessively dirty or require cleaning, a $3 service fee per container will be applied.

After payment is confirmed, we will begin refilling your containers. This process typically takes 3-5 business days, and you’ll receive an email notification with tracking details once your order is ready to ship.