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General

Got questions about our brands or our products? We've got answers!

What is a sachet?

Our envelope sachets contain fragrance oils and vermiculite, sort of like fancy dirt. You’ll want to keep your sachet sealed so that all the fragrance remains inside. This allows the sachet to diffuse fragrance for its intended lifespan - up to 9 months after the date printed on the back of the envelope.

Learn more here.

How long do sachets last?

Sachets last for up to nine months from the manufacturing date on the back of the packaging. But please note, for extra stinky situations like trash bins, you may need to replace your sachets more frequently.

To find out when is best to replace your fragrance, read more here.

Are sachets safe for pets?

Our fragrance is safe to be used in homes with both pets and children; however, we know how much you love your pet, so for that reason, consult your vet for specific fragrance concerns!

Do you ship internationally?

While we don’t ship outside of the United States directly from our website, we may have retailers in your country. To find an international dealer close to you, you can send us a message at info@freshscents.com, or chat with us via our web widget.

Where can I purchase your products?

We're proud to offer our sachets to independent retailers and chain stores around the globe.

To find a store near you, please use our store locator.

If you are located outside the United States, please contact our customer service team at info@freshscents.com or call us Monday through Friday, 8am to 5pm EST at 1-888-877-3132.

What's the difference between Fresh Scents and Sparkle City sachets?

Great question! Both brands are made here at our headquarters in upstate South Carolina. Sparkle City was originally introduced to give an even more affordable way to fragrance your space.

While Fresh Scents offers sachets in 3pks with 345mL of professionally perfumed fragrance, Sparkle City offers smaller 2pks with 180mL of fragrance.

In short, Sparkle City is a great option for those interested in paying a little less for a little less fragrance, while still feeling confident in the quality of the product.

Returns

Not quite what you were looking for? Read for next steps!

Changed your mind on your order and wish to return the items?

If your order is in the same condition you received and within 30 days from the original ship date; you may return your order for a refund. You will need to return the items at your expense. We ask that you include your name and order number along with the reason for your return.  Once the return is received, our Customer Service team will issue a refund for the value of the items returned. Returns may be sent to the address below:

The Willowbrook Company

Attn Returns

951 S. Pine Street

Spartanburg, SC 29302

Returns must be submitted within 30 days from the Ship date on your original order. If you have any questions regarding your return, please click “Support” in the bottom right corner or call 1-888-877-3132.

Order didn't arrive as expected?

Did your order arrive with one or more damaged sachets?

Oh No! We want to make it right! Please take a photo of the damaged product and send it to our Customer Service Team by clicking “Support” in the bottom right corner of the website, or give us a call at 1-888-877-3132

Did your order arrive with the wrong sachets?

Please accept our apologies! If the sachets you received do not match what you ordered, please give us a call at 1-888-877-3132 or click “Support” in the bottom right corner to let us know about the issue. One of our Customer Service Team Members will be more than happy to correct your order.                  

Were the fragrances you ordered not your fave?

We understand that ordering scented sachets online can be difficult as you cannot smell the fragrance beforehand. Please contact our Customer Service team for assistance by clicking “Support” in the bottom right corner or by calling 1-888-877-3132.

How can I start a return?

If your order is in the same condition you received and within 30 days from the original ship date; you may return your order for a refund. You will need to return the items at your expense. We ask that you include your name and order number along with the reason for your return.  Once the return is received, our Customer Service team will issue a refund for the value of the items returned. Returns may be sent to the address below:

The Willowbrook Company

Attn Returns

951 S. Pine Street

Spartanburg, SC 29302

Returns must be submitted within 30 days from the Ship date on your original order. If you have any questions regarding your return, please click “Support” in the bottom right corner or call 1-888-877-3132.

Customer Service

Need special assistance? Our Customer Service Team is happy to assist you.

If you can't find the answers you are looking for, please contact us at info@freshscents.com or call us Monday through Friday, 8am to 5pm EST at 1-888-877-3132

Did you have issues with a promo code?

Please keep in mind that only one discount can be redeemed per order. If there is an automatic discount you are enjoying based on an item in your cart, you will not be able to apply a promo code to that order.

We are not able to apply promo codes post-purchase.

If you typed in the promo code for a valid and active promotion, but it was not applied to your order, please reach out via telephone at 1-888-877-3132 or click “Support” in the bottom right corner, so that one of our Customer Service Team Members can assist you.

When can I expect my order?

We make every effort to pack and ship your order as quickly as possible. Orders typically ship out same or next business day.

Our default shipping method is USPS which usually takes between 5-7 business days for delivery.

For more on shipping, check here.

How do I become a Fresh Scents retailer?

3 Ways to start the Dealership Process

  1. Contact the Sales Representative in your area directly. Fresh Scents is represented by ONECOAST, a top gift industry sales organization. To find your local representative, click here
  2. Visit our showrooms for more information. Stop by and see us in Atlanta and Dallas. We'd love to meet you!
  3. Need more information or have a specific question? Our Customer Service Team would love to help. Customer Service is available to help you Monday through Friday 8:00 am to 5:00 pm EST. Please feel free to call 1-888-877-3132 to talk with an experienced Customer Service Specialist.

What payment options do you offer?

At [Your Company Name], we strive to make your shopping experience convenient and secure. To provide you with flexibility, we accept the following payment options:

  • American Express (Amex)
  • Apple Pay
  • Discover
  • Google Pay
  • PayPal
  • Shop Pay
  • Venmo
  • Visa

Rest assured, your transactions are processed with the highest standards of security to ensure your peace of mind. If you have any questions or encounter any issues during the payment process, please don't hesitate to our Customer Service at info@freshscents.com or call us Monday through Friday, 8am to 5pm EST at 1-888-877-3132.

Where do you ship to?

The Willowbrook Company currently ships Fresh Scents to customers in all 50 United States. We also ship to United States Post Office Boxes. We do not currently ship to US Territories. 

Due to agreements with our international distributors, we do not ship to customers outside the United States at this time.

If you are in Canada, you may contact our distributor there directly to learn how to purchase our products in your area.

Candym Showroom and Office

95 Clegg Road, Markham Ontario
Canada, L6G 1B9.
Telephone: (905) 474-1555
Toll Free : (800) 263-3551
Fax Number: (800) 224-8770 or (905) 474-0960
info@candym.com

Please contact info@freshscents.com for additional information regarding how to obtain our products in your country if you live outside the United States.

Did we miss something?

If you couldn't find the answer you were looking for or if we missed a question, please don't hesitate to reach out to our dedicated Customer Service Team. We're here to help and ensure you have the information you need. Contact us info@freshscents.com or call us Monday through Friday, 8am to 5pm EST at 1-888-877-3132.

You can also check out our help center and blog for in-depth product questions.