Order Support

If your question relates to an existing order, including a few key details in your message will help our customer service team locate your purchase and understand your request more efficiently.

Whenever possible, please include:

• Your order number
• The email address used when placing the order
• A brief description of your question or request
• Relevant photos if an item arrived damaged, defective, incorrect or materially different from its description

For questions about a specific Shapeonix product, including the product name or a link to the product page can also help us identify the item more quickly.

Product Questions

Shapeonix offers different home fragrance formats, including scented candles, reed diffusers, electric aroma diffusers, fragrance warmers, essential oils and related fragrance accessories.

If you need help understanding product dimensions, materials, fragrance format, compatibility, setup, care or everyday use, please review the applicable product page first and contact us if you still need assistance.

When contacting us about product compatibility or use, please include the exact product name so our team can respond more accurately.

Shipping & Tracking

Shapeonix orders are generally processed within 1–3 business days. Estimated delivery within the United States is generally 5–10 business days after processing.

Depending on inventory availability, product requirements and the delivery destination, orders may be fulfilled from different fulfillment facilities or partner facilities.

When tracking becomes available after shipment, shipping confirmation and available tracking details will be provided.

If tracking has not updated for an extended period, or your shipment appears delayed, lost or undelivered, contact service@shapeonix.com and include your order number.

For full processing, delivery and shipping information, please review our Shipping Policy .

Returns & Refunds

Eligible Shapeonix purchases may be returned within our 180-day return window, subject to the conditions in our Return & Refund Policy.

Before sending any return, contact service@shapeonix.com to request return instructions and the appropriate return address.

Please do not send returns to our registered business address unless our customer service team has specifically instructed you to do so.

For preference-based returns or returns not caused by a product issue or fulfillment error, return shipping costs are the customer's responsibility.

If an item arrives damaged, defective, incorrect or materially different from its description, Shapeonix will provide an appropriate replacement, refund or return solution at no additional cost once the issue has been reviewed and confirmed.

For full return eligibility requirements and refund terms, please review our Return & Refund Policy .

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

Orders may be changed or cancelled before they have been shipped. Once an order has shipped, changes or cancellations may no longer be possible.

Where applicable, a shipped order may instead be eligible for return after delivery under our Return & Refund Policy.

For a change or cancellation request, email service@shapeonix.com and include your order number and the email address used to place the order.

Contacting Shapeonix

Our support hours are 9:00 AM–6:00 PM Pacific Time. Messages received outside support hours will be reviewed during the next available customer service period.

To help us respond efficiently, please send one clear message with the relevant order or product details rather than multiple separate messages about the same request.