Frequently Asked Questions
What is cold-air (nebulizing) fragrance diffusion?
Cold-air (nebulizing) diffusion atomizes fragrance oil into a dry, ultra-fine mist without heat or water — preserving every note exactly as intended and dispersing it evenly through a space.
Can I install the system myself?
Yes. Our systems are designed for simple self-installation. If you'd rather we handle it, professional installation is available as an optional one-time service.
How large a space can a system cover?
The Scaldera Arch scales to the space: roughly up to 2,000 sq ft as a standalone unit, and up to 10,000 sq ft when integrated with commercial HVAC.
Does the Scaldera Arch work on its own, or connect to HVAC?
Both. The Scaldera Arch runs as a standalone unit for a room or open space, and can also integrate directly with commercial HVAC to scent much larger areas — roughly up to 2,000 sq ft standalone and up to 10,000 sq ft when HVAC-integrated.
Why is cold-air (nebulizing) diffusion better than other diffusers?
Cold-air (nebulizing) diffusion uses only air and fragrance oil — no heat, no water, and no aerosol propellants. That means no soot or smoke like candles, no standing water that can harbour bacteria like ultrasonic diffusers, and no single-use aerosol cans. And because the Scaldera Arch is sensor-aware, it scents only when a space is actually in use — not on a fixed timer like ordinary scheduled diffusers — so it uses less oil, avoids over-scenting, and is gentler on the environment.
What can I put in my Scaldera Arch?
Only Cold-Air Concentrate — concentrated fragrance oil made for cold-air (nebulizing) diffusion. The Arch takes Cold-Air Concentrate only — never reed diffuser refills or anything mixed with a base. Reed Diffuser Refills are already blended with a reed base and are for reed diffusers only. The Refill Subscription for the Arch ships Cold-Air Concentrate.
Is a Cold-Air Concentrate the same as a fragrance oil?
Yes. A Cold-Air Concentrate is our fragrance oil in concentrated form, made for cold-air (nebulizing) diffusers. Not every concentrated fragrance oil is suitable for cold-air (nebulizing) systems; some are too thick, or carry ingredients that clog the machine. Ours are compatible unless a product says otherwise: every oil we carry today runs in cold-air (nebulizing), waterless and HVAC systems, including our Scaldera, and also works like any fragrance oil (1 part oil to 3 parts Reed Diffuser Base makes your own reed diffuser). Any oil that is not for cold-air (nebulizing) systems says so clearly on its page. Reed Diffuser Refills are different: they are oil already mixed with base, for reed diffusers only, never for a scent machine.
Which fragrance oil should I use in my scent machine or waterless diffuser?
Use a concentrate made for cold-air (nebulizing) diffusers. Our Cold-Air Concentrates are made for waterless scent machines that have a refillable oil bottle (a screw-on or drop-in bottle). They are not for water (ultrasonic) diffusers, and they can't go into sealed cartridges that are designed to be thrown away.
Will your oils work in the scent machine I already own?
If your machine is waterless and takes a refillable oil bottle, yes. Many scent machines sold for homes, offices and hotels work this way. If you're not sure, email [email protected] with a photo or the model of your machine and we'll tell you before you order.
How long does 120 ml, 500 ml or 1 litre of diffuser oil last?
In a mid-size machine running about 8 hours a day on a moderate setting, 120 ml lasts roughly a month, 500 ml about four months and 1 litre about eight months. Stronger settings, longer schedules or a larger space use oil faster; interval settings (for example 30 seconds on, a few minutes off) make it last longer.
Can I use essential oils or perfume in a scent machine?
We don't recommend it. Perfume contains alcohol and is made for skin, not for a nebulizer. Many essential oils are thick or resinous and can leave residue that clogs the nozzle, and citrus oils can wear on seals over time. A concentrate made for cold-air (nebulizing) diffusers keeps the machine running cleanly.
Can I use your oils in a water (ultrasonic) diffuser?
No. Our Cold-Air Concentrates are made for waterless, cold-air (nebulizing) diffusers. Water (ultrasonic) diffusers are a different kind of device and need oils made for them.
How do I make my home smell like a hotel?
Pick one scent family and use it consistently, the way hotels do: clean and calm (white tea, linen), bright and welcoming (citrus, white flowers) or warm (woods, leather). Scent the entrance first, where the first impression happens. A cold-air (nebulizing) diffuser covers open areas evenly; reed diffusers suit smaller rooms like bathrooms and bedrooms. Keep it subtle: you should notice it when you walk in, then stop noticing it.
Can I try a scent before buying a full bottle?
Yes. Choose any scent as a 5 ml sample, the same concentrate as our full bottles, with delivery included within Canada. The Hotel Edit has three of our hotel-inspired scents in 5 ml each, and The Complete Hotel Edit has all six. For orders within Canada, the 5 ml sets come back to you as a credit toward a 1 L or 500 ml Cold-Air Concentrate.
Can I use the same scent in my scent machine and a reed diffuser?
Yes. Our Cold-Air Concentrates run in cold-air (nebulizing) machines, and you can also make a reed diffuser with them: mix 1 part concentrate with 3 parts of our Reed Diffuser Base. Using one scent throughout makes a home feel consistent from room to room.
How long does a reed diffuser last?
Our 200 ml reed diffusers last about 60 to 90 days, and our 100 ml travel reed diffusers about 45 to 60 days. Warm, dry rooms and more reeds make them go faster. Flip the reeds once a week to refresh the scent, and replace the reeds when you refill.
How many reeds should I put in a reed diffuser?
For a 200 ml bottle, six to eight reeds is the sweet spot. More reeds use the oil faster without adding much scent to the room. For a large or open space, two bottles on opposite sides of the room work better than one bottle with extra reeds.
Why can't I smell my reed diffuser?
New reeds can take 24 to 48 hours, sometimes up to three days, to soak through before they release scent. After that, the usual reasons are nose blindness (you stop noticing a scent you live with; you'll notice it when you walk back in), a spot with no air movement, or reeds that are old or saturated with a previous scent. Flip the reeds, move the bottle near a doorway or hallway, or use fresh reeds.
What size reed diffuser do I need?
A 200 ml reed diffuser suits a bedroom, bathroom, office or smaller living room. A 100 ml travel size suits a powder room, a closet, a car or a desk. For a large or open-concept space, use two bottles, or a cold-air (nebulizing) diffuser.
Do you scent businesses like offices, salons, clinics and lobbies?
Yes. We help businesses choose a signature scent and the right setup, from reed diffusers at reception to cold-air (nebulizing) systems for larger spaces, with refills on a schedule. Trade access is by approval; see the Commercial page or write to [email protected].
Are your fragrances clean — what's in them?
Yes. Every Velour and Vellum fragrance is IFRA-compliant and formulated without phthalates, parabens or formaldehyde, and free of California Proposition 65-listed carcinogens, mutagens and reproductive toxins. We also deliberately avoid fragrance materials flagged as common irritants or sensitizers. This applies across everything we make — systems, reed diffusers, refills and oils.
Why did your bottles change to amber glass?
Every liquid we make — Cold-Air Concentrate, reed diffuser refills and reed diffuser base — now arrives in an amber glass Boston round bottle with a sealed black cap. Amber glass blocks the UV light that slowly dulls fragrance, and glass is inert, so nothing leaches into the blend and each scent stays as it was composed. The narrow neck pours cleanly, and the bottle is recyclable and made to be refilled. Our reed diffuser vessels, the 5 ml Discovery Set vials and the car diffuser are unchanged.
Is it suitable for homes with children or pets?
We formulate thoughtfully for everyday living spaces, avoiding materials known to be common irritants or sensitizers. Because sensitivities differ from person to person and pet to pet, if you're pregnant, have young children, or share your home with animals — particularly cats or birds, which are especially sensitive to airborne compounds — we always recommend checking with your doctor or veterinarian.
Where is white-glove service available?
Direct white-glove installation and servicing is provided by our in-house team within Ontario. Elsewhere, it is arranged through a vetted local partner — your system always ships from our headquarters.
How much is shipping?
Shipping is tracked and priced by weight and destination, and your cart shows the exact amount for your postal or ZIP code before checkout. Larger orders have complimentary delivery, and your cart shows when yours qualifies. US orders ship with tracked delivery, priced in US dollars with duties included; rural or remote addresses may cost a little more. We currently ship to Canada and the United States. Our Scaldera systems travel with complimentary delivery. Our 5 ml sets travel with complimentary tracked delivery within Canada, in a gift-ready box.
Do I pay customs or duties on US orders?
No. US prices are shown and charged in US dollars with customs duties and import fees already included, so the price you see is the price you pay (plus any sales tax), with nothing extra at checkout or on delivery. We prepay the duties to US customs when your parcel ships. Orders within Canada have no customs or duties.
Can I send an order as a gift?
Yes. On any product page except systems, services and gift cards, tick “Make it a gift” to add a gift box, a ribbon and a handwritten card with your message for CA$6 per item. Our 5 ml sets already arrive in a gift box, so on those the gift option adds the ribbon and card. Gift orders ship with a packing slip that shows no prices. Prefer to let them choose? Our gift cards are delivered by email.
The systems are pre-order — when will mine ship?
Our Scaldera scent systems are currently pre-orders: you pay in full to reserve your unit, and it's estimated to ship in December 2026. We'll email you about a week before shipping and again the day yours goes out, and you can track it anytime from your dashboard. You can cancel a pre-order for a full refund any time before it ships.
Do you offer refunds?
Anything that contains fragrance or liquid — oils, concentrates, reed diffusers, refills, base and sets — is final sale, because we can't confirm an opened bottle hasn't been used or altered. Make-your-own supplies with no liquid (empty bottles and vessels, reeds, caps) can be returned unused within 30 days of delivery. If anything arrives damaged, leaking or wrong, email [email protected] within 14 days and we'll replace it or refund you. Pre-orders can be cancelled for a full refund any time before they ship. See our Returns & Exchanges page.
How does the Hotel Edit credit work?
When your Hotel Edit or Complete Hotel Edit arrives, we email you a one-time code. Once you know which scent is yours, the full $35 ($49 for the Complete Hotel Edit) comes off a 1 L Cold-Air Concentrate, or $20 ($25 for the Complete) off a 500 ml. We ship to Canada and the US, but this offer is for orders within Canada only. The code is valid for 30 days on one order. Enter it in your cart under "Have a code?", or tap the button in the email and it fills in for you. It is one offer per order, so it can't be combined with a Vellum Society reward, a gift card or a promo code, and it is for one-time purchases rather than subscriptions. You still earn points on what you pay, and complimentary delivery is based on your order before the credit.
How do Vellum Society points work?
Earn 1 point per $1 spent, 200 points when a friend you refer joins (300 more when they buy), and 50 points per review. Redeem from 500 points ($5 off) at checkout.
Do you offer professional installation, and what does it cost?
Yes — it's an optional one-time service by our team: we deliver, place, connect, calibrate and load your first scents. It's priced by location (about $199 in the Greater Toronto Area, $349 across Southern Ontario, and $549 elsewhere in Ontario; outside Ontario is arranged with a vetted local partner — just request a quote). The fee is one-time and also covers any future warranty re-installations at no charge. Systems are self-install friendly too, so it's entirely optional.
Can I buy a cold-air (nebulizing) scent system today?
Yes — the Suite (200 ml, $379, the unit on its own for now) and the Salon (500 ml, $619). They are made to order: paid in full at checkout, run and quality-checked by us, and shipped in 10–14 business days. Choose the unit with a bottle of your scent to pour in (a 500 ml bottle with the Salon), or the unit on its own at a lower price, and choose standalone or HVAC; the HVAC connector comes with the HVAC setup; either way nothing more needs confirming after checkout.
Does a scent system take up a lot of space?
No. The Suite is the size of a hardback book and the Salon the size of a small speaker, in black marble glass with a small gold mark. On a shelf or on the wall it reads as part of the interior; connected to the HVAC it lives with the furnace and is never seen.
What is the warranty on a system, and can I return it?
One year against defects, three years on Scent Care. Because each unit is prepared and tested for you, a system is final sale once paid — no refunds once preparation begins (you confirm this in the cart). A faulty unit is repaired or replaced under the warranty.
Do you make custom-labelled gifts or favours?
Yes. We make custom-labelled reed diffusers as client gifts with your logo, from 12 pieces, and as wedding and event favours with your names and date, from 50 guests, blended by hand in Toronto. Pricing is by quote, within one business day. See velourandvellum.com/custom-gifts.